Very poor customer service

We come to the area several weekends a year and stay in the Newark area to be close to the UofD. This time around we got tickets to a show at the Playhouse, so decided to try the Hotel du Pont...what a mistake.

Previous reviews hit the nail on the head - beautiful building, stunning lobby and furnishings and artwork - absolutely terrible service and a staff that seriously could care less that you are their customer.

Our check-in clerk said - at most - three sentances to us. In the morning we walked up to the desk and got "Checking out?" gave our name and were handed a bill with the words "Travel safely". The entire transaction was conducted with 4 (FOUR!) words from the clerk.

Our room was clean but light bulbs were out, the alarm clock went off at 5:30am on a Saturday and housekeeping entered the room without knocking.

The highly praised restaurant was ok. Nice atmosphere, ok wine list. For the money I'd rather go to Moro down the street...but it was within the building, as was the theatre, so convenience won out.

Bellstaff mumble, lurk and appear constantly bored.

Valet parking staff were the only warm, friendly people we encountered.

The show was excellent, the theatre beautiful, but we're in our late 30's and were about 20 years younger than the majority of the patrons. A stuffy crowd.

Service needs attention of manager

When we checked in the hotel associate suggested the "Romantic Package" for an additional $20, included champagne, and breakfast in our room. We purchased the upgrade.

Champagne was scheduled for delivery at 9:45pm, at 10 we called, and at 11:30 we called for a third time, to say forget the bottle we were tired and going to sleep.

At checkout the hotel associate charged us $86 for breakfast. When we questioned the charge the hotel front desk person, he called food service only to be informed that we had ordered breakfast for 4 people. Following some discussion 12.95 was removed from our bill(value of the champagne).

This is a very elegant setting, but the service left so much to be desired. We have stayed at elegant hotels throughout the East, this is one I would never recommend to a friend.

MG from Maine

Five-star hotel in a two-star town

The Hotel DuPont is a throwback in the positive sense. Belle Epoque style and grandeur evokes DuPont's (and Wilmington's) bygone glory days when nylon was still king. Terrific restaurant. Good service. Renovated within the past ten years. A unique and superb hotel.

Just a pity that it's located in downtown Wilmington, which transforms from a bustling office anthill during the day into a somewhat creepy, morose ghost town at night. Come here with your spouse for a romantic weekend, but be ready to get in the car and drive for entertainment and provisions. Do take advantage of the convenient valet parking service, well worth the small fee compared to the area parking garages.

Awful Hotel Service - Great Restaurant

Awful service . Check in clerk didn't make eye contact, asked if we needed help with the bags then didn't call bellman when we said "yes" because he wasn't listening. Found room with bedspread and pillows piled on luggage rack, slimy half empty lotion bottle in bathroom and other problems. Staff members offered to forward our complaint or give us a comment form but didn't even try to fix anything. Sending someone up to finish making the bed seemed way too hard for them. Simple questions like, "What time is coffee available in the morning?" were answered, "I don't know" with "I don't care" implied. The staff was pleasant, but totally disinterested. Even with the weekend discount and the nice fluffy towels, it was not worth the price.

The Green Room restaurant, however, was fabulous! The service was flawless, attentive but not overbearing. They made us feel comfortable in a very formal setting. (You do need to dress up) The food was interesting, though not adventurous. Flavors and textures were perfectly balanced and beautifully presented. The portions were reasonable and assume you will have more than one course. Certainly in the splurge category, but not over priced. It was well worth it for a perfect, memorable and luxurious dining experience.

I would not stay at this hotel again, but I would love to dine there again.

There is something wrong with the sevice

The hotel is physically beautiful, particularly if you receive a deluxe room that includes a sitting area (it is the same price as a normal room). The normal rooms are nice, but unremarkable. The ballroom is spectacular.

With that said, there is something wrong with the service in the hotel. Room service orders are often incomplete or incorrect. Dry cleaning doesn't come back on time. A request for a non-smoking room results in a smoke filled (but still beautiful) room. The bathroom is missing shampoo. A bag left at the front desk goes missing, only to reappear the next morning, etc. I really cannot understand it since the staff are pleasant and the hotel is immaculate. There is just no attention to detail whatsoever.

The sheraton suites is not as nice physically, but has much better service.

If you do stay at the Dupont, make sure that you get a deluxe, outside room. The inside rooms look into an air shaft. The worst are 321 and 421 since the windows are blocked by the hotel's loud heating equipment that runs all night.

Outstanding

My husband and I stayed at the du Pont for two nights. This hotel is a true gem! The rooms are spacious and very clean and the service is excellent.

The food is quite good and when we had a small problem with our dinner in "The Green Room", the wait staff went above and beyond to make it right.

If you are looking for unique and elegant accommodations, I highly recommend the Hotel du Pont.

Wow

Stayed at the Hotel Du Pont for the wedding of a family member (the wedding was at the hotel). What a wonderful time we had! I couldn't believe the size of the rooms for the price--they were immaculate and absolutely marvelous. Great bathrooms with separate shower stall and tub. The rooms had a separate sitting room and wonderful decor. The ballroom where they had the reception was also beautiful. What a charming hotel...I'd love to go back!

Incredible experience

My husband and I just spent our anniversary at the Hotel DuPont. The accommodations were incredible - the suite was the size of a condominium. The entire hotel staff was friendly and accommodating, and everywhere we went we were recognized and addressed by name - truly personal service. The food in the Green Room was very good and room service was excellent. I highly recommend the hotel for a romantic getaway.

A Treasure

I do admit that I am fond of older hotels. The Hotel Du Pont is not only a treasure but it is also somewhat affordable. Downtown Wilmington is fairly desolate at night but the hotel is close to some good dining options and about a 5 minute drive from Wilmington's wonderful Little Italy . The hotel is a jewel. Room service is very prompt, the housekeeping staff is very responsive as is the front desk. The old place still looks great.

Loved hotel dupont

recently stayed at the hotel dupont and it was fabulous!! It was our anniversary so we stayed in a suite. It was huge with a giant bathroom with a 2 person jacuzzi tub , a comfy king size bed, and view of the city. The service was excellent, the concierge very helpful directing us to all the good restaurants and sites of the brandywine valley which is beautiful. Longwood gardens is a must see!! Room service was great I will defininitely be back