Ratings based on 28 Verified Reviews
2.1 Room cleanliness
2.5 Service & staff
2.6 Room comfort
2.0 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 24 Jun 2024
This hotel was by far one of the worst places I have booked. We didn’t even get to stay. We opened the door to our room and it smelled of smoke so much that we were able to smell it as soon as the door was open. When we went down to the front desk the lady named Viva was very rude and not understanding, she walked away during our conversation as if she didn’t care. She argued with us about getting a receipt or proof we didn’t stay there. Overall property was horrible, dirty and run down. Staff were terrible. Pool was closed and the lady at front desk said she didn’t know when it would open. Police were called when I was checking in due to the fact they weren’t returning a ladies deposit. Overall terrible experience.
Comment from Hotel Management
26 Jun 2024 by Xao RediResponse Specialist, Hotel Management
Dear Taseana,Thank you for sharing with us. We were displeased to read that your recent experience at the HomeTowne Studios by Red Roof Wilmington - New Castle did not meet your expectations. I will certainly bring the entirety of your comments to the management team’s attention in an effort to address your concerns.We appreciate your business and truly value your feedback. On behalf of Red Roof, we wish you all the best with your future stays.Sincerely,XaoRed Roof ManagementRediResponse Specialist
by A verified traveler
Posted 9 Jun 2024
Mold,
Comment from Hotel Management
9 Jun 2024 by Sharma RediResponse Specialist, Hotel Management
Thank you for taking a moment to leave a review, Marco. The staff and I at the HOMETOWNE STUDIOS WILMINGTON - NEW CASTLE were disappointed to see your 1/5 score following your stay. You indicated that the possible mold dampened your experience. Our team is committed to satisfying our guest, so your comments have been shared with management in an effort to address your concern. In the future, should you stay with us again, please contact our front desk in real time to ensure you're comfortable. Guest feedback, like yours, aids Red Roof in improving our guest experience, so thank you for sharing with us. We hope that you will give us the opportunity to provide you with an even better stay the next time you‘re in the area. Very truly yours, Sharma Red Roof Management RediResponse Specialist
by A verified traveler
Posted 2 Jun 2024
Comment from Hotel Management
4 Jun 2024 by GM, Hotel Management
Dear Judy,Thank you for your rating. We are saddened to see that your experience did not meet your expectations. We would greatly appreciate the opportunity to understand your concerns better. Please feel free to share your feedback at your earliest convenience. We value your input and are committed to improving our services based on our guests' experiences. We hope to have another chance to provide you with a superior experience on your next visit. Warm Regards,Hotel Management
by A verified traveler
Posted 1 Jun 2024
Comment from Hotel Management
23 Jun 2024 by Recordo, Rediresponse Specialist, Hotel Management
Hello Rodrigo, Thank you for taking the time out of your busy day to complete our survey. The staff at the HomeTowne Studios by Red Roof Wilmington - New Castle and I were saddened by your 1/5 score following your stay. In the future, please consider adding comments to your survey to let us know where we can improve. Your feedback is critical to Red Roof as we strive to deliver a clean, comfortable and value-based stay to all guests.On your next stay should you have any issues while with us, please contact our front desk immediately so we can take care of the issue to ensure your satisfaction. We do hope you will choose to stay with us again so we can have the opportunity to provide you with a better experience.Sincerely,RecordoRed Roof Management Rediresponse Specialist
by A verified traveler
Posted 31 May 2024
I stayed at Hometown for a week and I enjoyed my stay. Front desk was very nice and helpful. I talked with the new GM in the morning. He told me about the progress that they have made and future plans for improvement.
There were no rowdy people on the property. I felt very safe and my room was extremely clean. WiFi was fast. Bed was comfortable. Everything worked in the room and water was hot. There is a nice restaurant and bar on the premises to enjoy a drink in the evening after a long day at work. All in all my stay was great. Recommend to everyone.
Comment from Hotel Management
2 Jun 2024 by Kamaria RediResponse Specialist, Hotel Management
Dear Kuldeep,Thank you for taking the time to share your feedback regarding your experience at the HOMETOWNE STUDIOS WILMINGTON - NEW CASTLE. We sincerely appreciate your comments and are happy to hear you had a great experience with us, especially regarding our staff to be nice, helpful and all the other positive features highlighted. Positive guest feedback, like yours, is always an encouragement to all of our Red Roof staff as we strive to continuously improve the quality of our services. Please know that we value you as our guest and appreciate your business. Thank you for sharing your concerns and I hope you will give us the opportunity to better serve you at Red Roof the next time your travel plans require lodging.Sincerely,Kamaria Red Roof Management RediResponse Specialist
by A verified traveler from E Rutherford
Posted 23 May 2024
Comment from Hotel Management
12 Jun 2024 by GM, Hotel Management
Dear Volkan,We're sorry to see your 2-star rating. We strive to offer a top-notch experience to our guests and it seems we fell short during your stay. We'd love to understand more about the areas that need improvement. Your feedback is crucial in helping us provide a better service. We hope you give us another chance to serve you better.Best wishes,Hotel Management
by A verified traveler
Posted 21 May 2024
We often praise that hotels must be on our exceptional service. They appreciate friendly and helpful staff members who go above and beyond to ensure a pleasant stay. Like Wifi is good, Mattress is so comfortable. Room smells with pleasant odour. Outside seenary looks good with the pretty Gardneir, seperate smoking zone available.
Overall i do have pleasant and a peacfull staff with the expectations.
Comment from Hotel Management
23 May 2024 by Adraine Rediresponse Specialist, Hotel Management
Dear Jessi, Thank you for taking the time to share your feedback regarding your experience at the HOMETOWNE STUDIOS WILMINGTON - NEW CASTLE. We sincerely appreciate your comments and are happy to hear you had a great experience with us, especially regarding the exceptional service, the friendly staff, the pleasant smell of the room and the other kind remarks you mentioned. Positive guest feedback, like yours, is always an encouragement to all of our Red Roof staff as we strive to continuously improve the quality of our services. Your kind words inspire our team to continue delivering top-notch service.It would be our pleasure to have you stay with us again in the future to show you our positive strides taken to enhance your experience with us.Sincerely,AdraineRed Roof Management Rediresponse Specialist
by A verified traveler
Posted 10 May 2024
I was at first very skeptical to book a room at this hotel due to the past reviews. But took the chance anyways as it was closer to my Mom's house. And they have a small kitchenette and are pet friendly.
It was perfectly fine for my one night stay. The check-in clerk was pleasant. The hotel was nice and clean though slightly dated. The Housekeepers were all friendly and gave me a pair of extra wash cloths next day morning. Not too bad unlike the reviews.
Comment from Hotel Management
11 May 2024 by Adraine Rediresponse Specialist, Hotel Management
Dear Mina,Thank you for taking the time to share your feedback regarding your experience at the HOMETOWNE STUDIOS WILMINGTON - NEW CASTLE. We sincerely appreciate your comments and are happy to hear you had a great experience with us, especially regarding the room kitchenette, the pet friendliness of the hotel, the pleasant check in clerk and the other kind remarks mentioned. I am sorry the reviews and the date of the hotel caused some concerns about your experience. Feedback from our guests is always welcome at Red Roof as we strive to continuously improve the quality of our services. Your satisfaction is our greatest reward, and we can't wait to welcome you back for another enjoyable stay.Sincerely,AdraineRed Roof Management Rediresponse Specialist
by A verified traveler
Posted 21 Apr 2024
Comment from Hotel Management
22 Apr 2024 by Kerry-Lee RediResponse Specialist, Hotel Management
Hello Carrie,Thank you for taking a moment to complete our survey. The staff at the HOMETOWNE STUDIOS WILMINGTON - NEW CASTLE and I are disappointed to see your poor scoring following your stay. In the future, please consider adding comments to your survey to let us know what we’re doing wrong and where we can improve. Your feedback is critical to Red Roof as we strive to deliver a clean, comfortable and value-based stay to all guests.On your next stay should you have any issues while with us, please contact our front desk immediately so we can take care of the issue to ensure your satisfaction.Thanks again and we hope you’ll visit us again on your next trip!Sincerely,Kerry-LeeRed Roof ManagementRediResponse Specialist
by A verified traveler
Posted 7 Apr 2024
Comment from Hotel Management
29 Apr 2024 by Gabrielle RediResponse Specialist, Hotel Management
Thank you for taking a moment to leave a review, Maggie. The staff and I at the HomeTowne Studios by Red Roof Wilmington - New Castle were disappointed to see your 1/5 score following your stay. In order to understand what prompted your 1/5 score, please consider adding comments to your review to let us know what we’re doing well and where we can improve. At Red Roof, your feedback is critical as we strive to deliver a clean, comfortable and value-based stay to all guests. On your next stay, should you have any issues while with us, please contact our front desk immediately so we can take care of the issue to ensure your satisfaction. Thanks again and it would be our pleasure to have you stay with us again in the future to show you our positive strides taken to enhance your experience with us. Sincerely, Gabrielle Red Roof Management RediResponse Specialist
