Having stayed at this lovely hotel in the past, we had high expectations and expected this visit to be once again flawless. Unfortunately, when we arrived at the expected time, 4:00 PM, we were told our room was not ready yet. We had requested a corner room, which was a "must" on our wish list. The very nice gentleman (Robby?) who was checking us in did offer a different room, but after looking at it, we decided it was not really what we were hoping for. He then offered for us to have an appetizer and drinks "comped" in the pub while we waited. He took our cell phone # and said he would call when our room was ready. After an hour and a half, at 5:30 the room was still not ready; we became a bit out of sorts, since we were tired and hungry! We decided to walk to the City Market to find some dinner, and expected our room to be ready once we returned. Fortunately for all, it WAS ready ~ In addition, hotel services had left us a very nice complimentary bottle of red wine, to help ease our "pain". We are not sure why the delay on our room, but several other guests we encountered had waited even longer than we did; apparently there was some sort of problem with housekeeping, which threw everyone off. In the end, everyone at the hotel... from the valets to the registration attendees to the manager, went overboard in their effort to "right a wrong" and they succeeded in making our stay a happy and enjoyable one. One of the reasons I love this hotel is the PEOPLE! They are the epitomy of great customer service and treat each guest as if they were the only people there. The point in my making our experience public is so everyone will know that while things can (and do!) occasionally go wrong, what's important is how the situation is handled. The team at The Hotel Roanoke have our complete devotion and we will continue to stay there, and ONLY there, every time we visit Roanke in the future. Hats off to them for another terrific weekend!