We stayed at this hotel over the Labor Day weekend. We were in town to attend a 50th Wedding Anniversary party in Roanoke along with three other family groups. All four rooms had something wrong with them from no lights in the bathroom to air conditioning not working. When we reported the problems to the front desk, we were told that, "We don't have maintenance support over the weekend." No apologies, no offers to move us to different rooms. Tough luck for us.
All of the comments about inept, rude, uncaring staff members are right on! I have traveled extensively for many years for work and stayed in thousands of hotels and have never even come close to the poor, mean-spirited treatment we all received here. One evening, after the anniversary party, we were all tired and decided to get a few pizzas and meet in the common area where breakfast is served. As we visited and talked amongst ourselves, we were approached by the person manning the desk (There is never more than one and good luck trying to find them when you need them!) and told that we would be charged a $150 cleaning fee for using four of the tables to eat our pizza. We were told that the District Manager was at her home watching us on a webcam and had called the desk and instructed the rep to tell us that. We asked to speak with the DM and, to her credit, she actually came to the hotel. When we spoke with her she claimed to have no knowledge of what the desk agent was talking about. She did say that sports teams stay there a lot and leave pretty big messes so they sometimes do charge a cleaning fee. We are not a baseball team. Our group consisted of 2 Grandparents, 5 parents, and 4 kids. Quite a wild group isn't it?
When we explained the problems we were experiencing, the DM, Gabby, apologized and offered us a 50% discount on our rooms. She then advised that the discounts had been entered into the system and that we were "all set" for checkout in the morning. Of course, when we went to checkout, we were charged full price. The morning desk agent, Mike, advised that the information was in the system, but it had not been "finalized" and he could not give us the discount. Mike said that we should just checkout, paying the full price, and they would fix it later in the day, after we left, when the Desk Manager showed up. Not feeling very confident, I asked him to please call the Desk Manager as we would like the matter resolved before we left the hotel. Apparently Mike felt I was being unreasonable and called his manager, Amanda, who came to the hotel and began to verbally berate me and other members of my family. We had never even seen this woman before! I've never seen anyone act like that in my life. If she's not on meds, she probably should be!
At that point Amanda told us that she would be giving us a 15% discount, not a 50% discount. I guess 15% is what you get when there are no lights in your bathroom and you have to carry a lamp from the desk into the bathroom so you can shave and shower.
I could go on and on, but you get the idea by now. Honestly, heed the warnings on tripadvisor.com! Worst staff ever, the hot tub didn't work, all of the equipment in the fitness room was broken, and the pool looked like it hadn't been cleaned in weeks.
There is a very nice Hampton Inn right across the street. That's where we'll stay next time!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.