WoodSpring Suites Roanoke

They cancelled my reservation made over a month ago, on the evening of my stay. The explanation was that they were overbooked. What they did was ditch me for someone who would pay much more for a last minute room, and conveniently did it after the manager went home.

When i checked in and told them i had service dog and the man at the desk told me they dont charge service dogs if we had a proof and we did. They charged me for my dog. I called to get my refund for the dog and they said it was company policy for charge on all dogs regardless service or not.

Very friendly staff.

Stripped bare. Not e en de ent cups to heat water in microwave.

Very noisy partying in rear parking lot. Stripped bare. Not e en de ent cups to heat water in microwave.

Exceptional

It may not be the most expensive hotel, but basic cleanliness should be maintained. The toilet was splattered with urine, the refrigerator was dirty, the cabinets were covered in some kind of sticky substance, old socks were lying around, the microwave was unsanitary, and so on. There's no soundproofing; it feels like you're sleeping right next to the street. The Wi-Fi barely works and keeps disconnecting. The hallway smells dirty.

Didn't have room with 2 queen beds available that was booked. King with pull out couch was provided. Couch linens had yellow stains and crumbs on it. Hotel appears to be a long-term stay business for construction workers and section 8 housing residents, very sketchy vibe.

Good

The staff called the police and banned me from the hotel because they believed there was an issue with my room. It turned out they had the wrong room and that the situation actually involved the room next to mine. Despite the misunderstanding, I was still treated as though I had done something wrong. Instead of acknowledging the mistake or attempting to resolve the situation professionally, I was removed from the property and permanently banned. I understand that hotels have a responsibility to address guest concerns and maintain safety, but they also have a responsibility to verify the facts before taking such serious action. Being confronted by police and banned because of what I believe was a mistake was humiliating and completely avoidable. I expected better communication, better customer service, and a willingness to correct the error once it became apparent. Unfortunately, none of that happened. Based on my experience, I cannot recommend this hotel. I hope management reviews this incident and ensures staff properly investigate situations before making decisions that can have a lasting impact on guests.

Good

For the price it was good Residents living there

The suite had all clean and functional appliances. There was only coffee in the lobby. No breakfast was available.

Clean affordable

Exceptional

Exceptional

Barely slept and most of the guests were fully tatted, shady looking people that appeared to have just been released from prison.

It was a wonderful stay.

I wish I could rate this property but I didnt even have the opportunity to stay here. I booked this hotel over a month before my travel. I flew across the country and then drove 4 hours only to arrive and find out that they were overbooked and had no room for me. It was 9:00pm at night on graduation weekend. Nobody attempted to contact me from the hotel or from hotels.com therefore I had to find a hotel on my own and pay more than double the cost. As a solo female traveler arriving at night time, not knowing the surrounding areas and a major event happening where there are NO Available rooms anywhere, I am appalled at the lack of communication or any assistance in helping me find a comparable accommodations. Someone should have reached out to me to help! I cannot believe that hotels.com does not have any customer assistance!