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First off, this hotel is very pretty and in a nice area. Coastline inn Wilmington, NC. But their customer service sucks! So this is going on six months of trying to get this solved.
Back in July, we booked a two bedroom room for quite a hefty price because it was July 4th weekend. We had specifically requested two beds because we had 4 adults. On our way, they called and said that they were upgrading our room for free. When we got there, they had put us in a room with one bed and a pull out couch. I told them that this was not ok and they preceeded to argue with us that they have no rooms with two beds and refused to refund our money.one of the employees said that they would bring us more pillows and another mattress. But never did. I slept on the sofa bed and ended up having to go to a chiropractor for my back. I try to get in touch with someone after about a week and finally the branch manager called and was so unbelievably rude and did not want to make anything right. She had a excuse for everything. In the middle of explaining why everything was wrong, she hung up on me. I still have gotten a return call or a resolution from best western even though I'm continuing to try and contact them.


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