My experience at Hotel Du Pont was abysmal to say ...

My experience at Hotel Du Pont was abysmal to say the least. While the architecture and design of the hotel is quite elaborate, the same cannot be said for the atrocious service received. I booked a block of hotel rooms for my wedding in September about a year in advance. We dropped off gift bags individually labeled for each guest as the bags contained specific directions for them. The representative we dropped the bags off to was visibly frustrated with it but did not say anything. We learned the next day that the hotel was not giving out bags to specific guests as requested, causing much confusion. When I called them to discuss the representative said they would fix it. But, they continued to just hand out bags without looking at names. When the mother of the bride called again to discuss, they once again said they would fix it. But still, they did not, as evidenced by the fact that we witnessed no more than 10 minutes after that call the Hotel Du Pont representative telling a guest they are all the same:. It s not the fact that they handed out gift bags to the wrong individuals, it s the fact that they blatantly lied to our family multiple times and did nothing to mention the issues it may cause when we dropped off the bags. This was only the beginning of our troubles.

I also stayed at the hotel the night before my wedding and was to be moved to the honeymoon suite the next night. I called multiple times to the front desk and they assured me they would move my bags for me and have a room card ready. Alas, when I came back to the hotel after my wedding, it took 20 minutes to find my reservation, even though everything should have been arranged. My new wife and I had to stand at the front desk, in our full wedding attire, while the woman behind the counter struggled to even figure out how to check us in, something you d think she d know how to do since that s a large portion of her job. Again, another example of the lies and deceit by the hotel.

As I stated before, the rooms were elaborate but absolutely needed updating. In both rooms I stayed in the showers did not drain. And in the honeymoon suite the bathtub s drain stopper did not work and the sink leaked. For a 5 star hotel this shows the lack of attention to detail in what should be one of their finer rooms.

When I talked to family and friends, they all noted similar issues with staff. Multiple guests were charged the full room rate and not the agreed upon block rate causing more confusion. Also, some guests were charged for valet parking even though the block included complimentary valet. But I think more guests would have been better on their own as it took some 20-30 minutes to receive their cars.

We arranged to have my mother pick up the best man s suit rental from behind the front desk. She picked it up, only to realize when she was over 30 minutes away that she received someone else s suit. She requested the suit by name but they couldn t manage that. Then they told the owner of the mystery suit that his suit had been requested by name and picked up. It s worth it to note that the best man at my wedding and the mystery suit owner do not have even remotely the same name so there s no excuse.

The lack of attention to detail, atrocious customer service, and lies by the Hotel s Representatives were experienced not only by myself but also by multiple guests. While this hotel is historic, it is nowhere close to the value they charge.