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Reviewed 24 February 2021

The stay at the Springhill Suites in Roanoke went really well! the Service at the front desk, both when we checked in and checked out was definitely excellent.

The greeting when we checked in was great. We had arrived from out of town and was ready to relax and wanted grab a bite to eat. The front desk attendant was very welcoming and very well dressed! He provided us with the list of nearby restaurant's and made us aware of the downtown area, which we were very pleased with his recommendations.

When checking out I experienced the most pleasant front desk attendant (Cynthia Weaver). She was very sweet and addressed all of my questions. This is was a good hire to represent the front of the house!

The hotel (all areas) was very clean! My room (402) had a few cosmetic issues in the restroom, but nothing major.

Overall the stay was great and I would highly recommend if staying in or near the downtown area.

Date of stay: February 2021
  • Trip type: Travelled on business
    • Sleep Quality
    • Cleanliness
    • Service
Thank HRGurl4u
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ari Herodotou, Guest Services / Front Office at SpringHill Suites Roanoke, responded to this reviewResponded 26 February 2021

Dear HRGurl4u,

Thank you for your kind word! Commitment to service and guest satisfaction is a main focus I am delighted to hear you enjoyed your stay. The pride and dedication our hotel team takes in providing exceptional customer service to our valued guests speaks strongly to our company’s core values, “good service at a fair price.” I will share your commends with Cynthia and the rest of hotel team as a critical way of understanding how we can continue to deliver exceptional service to guests like you.
We appreciate you taking the time to share your feedback. We also recognize these are unusual times and we thank you for choosing to stay with us.

Warm regards,
Ari H.
Assistant General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 February 2021

We arrive Saturday in the afternoon and when we went out is when we started smelling weed in the elevator and on the hall, and late at night was a mix between cigarettes and weed. Again the smell early in the morning. We complained to the front desk. Again today Sunday Night same story weed and loud music. We call twice to front desk first for the weed smell and then for the loud music. Front desk took care of the loud music but hallway still smells of weed.

Date of stay: February 2021
    • Value
    • Rooms
    • Service
Thank mocamosa1965
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ari Herodotou, Guest Services / Front Office at SpringHill Suites Roanoke, responded to this reviewResponded 19 February 2021

Dear mocamosa1965,

We appreciate you for staying with us and for providing us a feedback of your stay. I am very disappointed to hear that you had a bad experience in our hotel. I understand how upsetting must have been for you experiencing the issues with the smoke smell and the loud music. For that, I sincerely apologize. We take issues like these very seriously. We are a Smoke Free hotel and we are trying at the best of our abilities to maintain that. If it comes to our attentions a guest is smoking in one of our suites, we take action which includes asking the guest to vacant the room and $250 smoke fee.
Once again, I'm very sorry about your negative experience. It is definitely not characteristic the experience we offer to our guest. I hope you give us another chance in the future to make it up to you. Please don't hesitate to reach out to me if you're planning a trip back to Roanoke.

Warm regards,

Ari H.
AGM


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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 January 2021 via mobile

Great service and friendly staff. I stay here often. Close to shopping, and restaurants. Clean and spacious rooms. Would definitely recommend to anyone looking for a nice, convenient hotel whether its for 1 night or several.

Date of stay: December 2020
Trip type: Travelled on business
Thank TravelRN0728
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ari Herodotou, Guest Services / Front Office at SpringHill Suites Roanoke, responded to this reviewResponded 23 January 2021

Dear TravelRN0728,

It brings me a lot of pride and joy to hear that you're an avid fan of our hotel. We appreciate your business, your loyalty and your trust. Thank you so much for your kind words and positive review. Rest assured that we will do everything it takes to make us deserving of your loyalty.

Thank you again for taking the time to provide your feedback. We look forward to serving you again soon!

Warm regards,
Ari H.
Assistant General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 January 2021

On our holiday trip to Florida to see family, we stayed one night at the hotel in December on the way down to Florida and one night in January on the way back home to New Jersey. Great location for road trippers to stay. The hotel is not on the highway, just a quick drive through the town.

Roanoke is a cute town. There is a main street with restaurants, though not in walking distance of the hotel.

Both times we booked a one-bedroom suite. Very spacious. Modern decor. Clean.

Again, due to COVID, a takeaway breakfast is provided- wrapped muffins, yogurt, and bananas. You can also get coffee at the front desk.

Due to COVID, the gym is not open. For runners and walkers, there is a trail close to the hotel.

As a Marriott member, this will now be one of our go-to hotels when road tripping down South.

Date of stay: January 2021
    • Value
    • Rooms
    • Service
Thank JerseyGirlSeesWorld
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ari Herodotou, Guest Services / Front Office at SpringHill Suites Roanoke, responded to this reviewResponded 8 January 2021

Dear JerseyGirlSeesWorld,

Thank you so much for the wonderful review! It was our pleasure serving! We truly appreciate your business and your trust in us. I am especially glad to hear that we will be your choice when you visit our area again. We look forward to welcoming you back to the hotel in the near future.

Warm regards,
Ari H.
Assistant General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 January 2021

This hotel has a fantastic Covid setup, with distanced check-in and grab and go breakfasts. They clean everything, and you can park in the garage and take an elevator right to your floor, avoiding the lobby! The electronic key feature that Marriott says they have once again did not work, as I had taken it to mean that the phone key would save a trip to the lobby and more interaction. Also, the walls are a bit thin, as one can hear loud late-night activity from the room above.

Date of stay: January 2021
    • Location
    • Sleep Quality
    • Service
Thank capuzzijames
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ari Herodotou, Guest Services / Front Office at SpringHill Suites Roanoke, responded to this reviewResponded 7 January 2021

Dear James,

We are delighted to have been your chosen hotel during your recent stay in Roanoke. It was truly a pleasure to serve you!

We appreciate your business and value your honest feedback. I'm vey happy to see that you found our Covid-19 setup fantastic, as the safety of our guest and staff is of the utmost importance to us. However, I'm very sorry about having issues with our mobile key and for the noise coming from the room above. I understand how frustrated you must have been.
All comments have been shared with the hotel team as a critical way of understanding how we can deliver exceptional service to guests like you.
Once again, thank you for taking the time to share your feedback. We appreciate you choosing to stay with us during these unusual times and we look forward to welcoming you back in the near future.

Warm regards,
Ari H.
AGM

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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