The room was great, the pool is wonderfully warm, the service was very friendly and attentive, but: (1) no crib available when we checked in. This has never happened to us before in our many stays in many different hotels with 3 different babies/toddlers. The women at the front desk told us she'd send one up, and we had to follow up to find out there weren't any two hours later. She was apologetic but not helpful. We asked to speak to the manager, whose name I can't remember (he gave me his card with his id as restaurant manager of the Shula's but I seem to have lost it), and he was great, he offered to go to the store and buy one for us! I declined because I had to pick up some diapers anyway, so I bought a pack n' play and sheets and he reimbursed us. Great customer service.
(2) We are gold members, which for some reason didn't show up on our reservation. The desk clerk was very nice and gave us lounge access anyway, but we were staying in a different tower. We trudged to the other tower on Monday morning, only to find there was no breakfast there. We called down and found out that there wouldn't be breakfast that day, we would get coupons for the restaurant instead. The restaurant breakfast is much better than the club's (and not a bad deal if you have to pay for it), but it would have been nice if they had left us a voicemail or note telling us about the switch for the day.
So, a couple of glitches, the hotel staff went above and beyond to resolve them, but the glitches themselves mean four stars instead of five.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to post a review of your stay on TripAdvisor. I want to offer my sincere apologies for the inconveneinces we caused you, first with the crib and then breakfast. I was happy to see that we recovered in both instances, but you were inconvenienced nevertheless and for that I am sorry. it is my hope that when your travels return you to Roanoke, we will have the opportunity to redeem ourselves.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.