Roanoke Vacations

We stayed here for one night prior to flying out of DFW. The rooms are nice, the gentleman running the breakfast buffet and the lady driving the shuttle were top notch. There is a gate that you park behind which was nice. Honestly, the only reason 4 stars and not 5 is the guy thay checked us in either knew nothing or was just generally unhelpful. When we would ask questions, like where do we park, he pointed and said over there. Well, over there was behind a gate that we needed a code to get behind which he did not tell us. He also did not tell us about breakfast or that we had breakfast vouchers. I had to call down to the desk and ask someone else.

I’m such a foodie that nearby local eateries were in short distance of the hotel. The room was adequate to our liking and enjoyed our stay. Great staff as well.

Good service wish they had better communication within their team but would go again

We had a late check-in with two young children, and shortly after arriving, we discovered a cockroach in the bathroom of our hotel room. While I understand that pests can occasionally find their way into a hotel room, what was far more disappointing was the response from the front desk staff when we reported it. Instead of apologizing or showing any concern, the staff member told us, “There are a lot of cockroaches in the area, and I have them at home.” I was honestly shocked. That is an incredibly inappropriate and dismissive response, especially when a guest is reporting a pest inside their hotel room. There was no apology, no immediate solution, and no offer to move us to another room. We had to specifically ask for a different room ourselves before one was finally provided. I had genuinely high expectations for this hotel, which made the experience even more disappointing. The cockroach itself was unpleasant, but the lack of professionalism, accountability, and basic customer service was what truly ruined our stay. A hotel’s response when something goes wrong says a lot about how much they value their guests. I understand that no hotel can guarantee that a pest will never enter a room. However, I absolutely expect the staff to handle a situation like this with professionalism, empathy, an apology, and an appropriate solution. Unfortunately, that was not our experience. For a hotel of this caliber, I expected much better.