For Valentine's weekend, my husband booked a package at Stonewall Jackson Resort. There were some really great highlights. The staff all-around was friendly. The resort itself had a rustic quality, which is what we were after - a weekend escape from DC. Our room was nice. Our strawberries and champagne were waiting for us when we arrived. All very pleasant. We had lunch at TJ Muskie's. Food was excellent and it was fun to play pool and have some drinks. The dinners we had were pretty good. We had two great waitresses - great service, offered to take pictures for us - the whole nine yards. The hiking onsite was terrific, too.
There were some downsides that really took away from our experience. There was a domestic disturbance near our room that took HOURS to dissolve (in the middle of the night) - fighting, screaming, police called, the offender being thrown against our door as they hauled him out...It felt like being on an episode of COPS. While this is not a direct result of the Resort, it definitely created some terrifying memories and obviously didn't create a relaxing environment for us to be in. No one told us what was going on - we were just barked at and told to stay in our rooms, which we understood. However, since we didn't know the full extent of the issue, I was naturally scared by what was going down in the hallway. The next morning when we followed up with management to make sure the issue had been resolved (we didn't want to spend another night near people who would create more problems), the manager indicated that he basically had no control over what guests did and left it at that. He gave us $50 off our stay. Needless to say, that didn't give me back hours of sleep and worry or a ruined evening. When you drive five hours to get somewhere and you really only have 36 hours in which to relax, a manager insinuating there's nothing he can do after a situation like that seems like a crappy deal.
I had some spa services while there. The massage was good, but there were reservation issues. I had booked a Swedish massage and they had me down as Aromatherapy. They made it seem like it was my mistake, when in actuality, I hate Aromatherapy and never would have booked that, so I know it wasn't my error. I also had a mani/pedi. It was way overpriced and nowhere near a resort-quality experience. The pedi room is utterly drab and not what I would call spa-like by any means.
Additionally, when we went to check out, there were extra charges on our bill that were supposed to have been included in the package we selected. We pointed it out and the check out rep amended the bill. Again, not much of a "Sorry about that, totally our fault." So I recommend to others to closely examine your bill before you leave. You shouldn't have to pay extra because of the Resort's clerical errors.
So all in all, the people who work here are in general, very sweet. But this place has a lot to learn in customer service. Just being nice to your guests isn't always enough - sometimes you have to go out of your way to fix things and make them right. I spent most of the weekend feeling like I had to apologize for things that weren't even my fault (botched spa reservations, a drunk guy being too trashed and getting kicked out and my husband and I having to hear all of the BS that went down at 3am, our bill being screwed up at check out). This place has a lot going for it and I'm sure many people would enjoy staying here (especially when you don't have the issues we did). But seeing how management responds to such issues was enough for me to say that I will never go back there.
- Official Description (provided by the hotel):
- Stonewall Resort combines the pristine surroundings of Stonewall Jackson Lake with all the comforts of home. Here, in the midst of lush, rolling hills and tranquil lake waters, the beautiful Adirondack-style lodge offers a refreshing perspective, state-of-the-art conference facilities and a luxury resort experience. From the resort's own Mtn. Laurel Spa, 374-slip boat marina and award-winning Arnold Palmer Signature Golf Course, guests can enjoy a wide range of recreational activities. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, TravelClick, Hotels.com, Expedia and Priceline so you can book your Stonewall Resort reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Stonewall Hotel Roanoke
- Stonewall Resort Roanoke