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“Beautiful Resort- So-So Customer Service” 3 of 5 bubbles
Review of Stonewall Resort

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Stonewall Resort
Ranked #1 of 1 Hotels in Roanoke
Certificate of Excellence
Pittsburgh
Level Contributor
14 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Beautiful Resort- So-So Customer Service”
3 of 5 bubbles Reviewed 17 August 2012

This was my family's third visit to Stonewall Resort. Each time we visit, I am always impressed with the lodge. You can tell a lot of time and effort were put into the design and amenities. Before our visit, I did read other reviews from people who expressed concerns about customer service though, and I am sorry to report that we also had some issues that marred what otherwise would have been a lovely stay.

We arrived at 2pm to check into our three bedroom cottage. We were told that check-in wasn't until 4pm, and that our cottage wasn't ready yet, but to check back "in a little bit". We understood and went to hang out at the pool. Now, I know that "technically" check-in isn't until 4:00pm because it takes time to clean from departing guests, but coming from the hotel industry myself, I also know that when a guest arrives early, hotel staff can and should do everything possible to try and get their room/cottage ready when they know the guest is there and waiting. We checked back at 2:30 and again at 3:00pm. "Still not ready" was ther response each time. When I asked how much longer, the response from the front desk was "we don't know"'. I also noticed one ever bothered to find out by either calling housekeeping or sending someone over to physically check the cottage or help finish the cleaning. In my past life as a hotel manager, I was known to personally jump in and clean rooms when I knew a guest was waiting. Checked back again at 3:45, "still not ready" and by this point I was getting beyond frustrated. Miraculously, exactly at 4pm, our cottage was ready. Hmmm...

During this time, my hotel instincts told me that no one bothered to check with housekeeping to see if it was ready before 4. Why? Because I actually drove down to the cottages myself at 3pm and saw that housekeeping had already finished it and was several cottages away. Why make us wait until 4 unless you just couldn't be bothered to call houskeeping to see if in fact it was ready early which it looked to me like it was?

On a positive note, the cottage was beautiful, dinner at the golf course restaurant was fabulous and my kids loved the pool, although they were disappointed that there is a new rule that kids under 12 couldn't use the hot tub.

I just wish they would try to go a little "above and beyond" in their customer service, the staff just didn't seem to care.

  • Stayed August 2012, travelled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank EmmanLukesMum
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StonewallResortMgmt, Manager at Stonewall Resort, responded to this review, 28 December 2012
Thank you for taking the time to write about your experience at Stonewall Resort. We appreciate your feedback and we take your comments seriously. Our leadership team met as a group this summer to discuss how we can improve our communication and teamwork so we can handle these situations better in the future. We hope we can welcome you back for another visit soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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999 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (304)
Date | Rating
  • English first
  • Any
English first
Pensacola, Florida
Level Contributor
34 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
4 of 5 bubbles Reviewed 16 August 2012 via mobile

Just got back from a nice trip to this resort. The room was a good size, clean and comfortable. The only bad thing was that the room did not have a mini-fridge in it. This forced you to buy from the resort, at two dollars a soda. We ate at both restaurants and the food was good but over priced, same for the five dollar Beers. Pool is a good size, but like other people said expect to have other people in the pool. If you want a couples vacation go to someone that is smaller and specializes. To think that you are going to go to a resort like this and be alone is foolish. Besides the pool there is also great hiking, kayaking and canoeing. Did not play golf. Also there is a $15 per day resort fee on top of room cost. So use the "free" amenities. I don't mean to sound cheep but over $500 for two days, three nights was high for what I received in return.

Stayed August 2012, travelled as a couple
Helpful?
Thank Aloisius1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StonewallResortMgmt, Manager at Stonewall Resort, responded to this review, 28 December 2012
Thank you for taking the time to write about your experience at Stonewall Resort. We appreciate your feedback and take your comments seriously. Our staff is committed to providing a good value for the price paid and your comments have challenged our team to make sure we are always delivering a good value. We hope we can welcome you back to Stonewall again soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
buffalo
Level Contributor
190 reviews
86 hotel reviews
common_n_hotel_reviews_1bd8 132 helpful votes
2 of 5 bubbles Reviewed 14 August 2012

We stayed here for one night on the way home from Myrtle Beach. Our plan was to pick a place that the kids could have as much fun as they wanted to before we drove the last 5 hours back home. Because the resort is rated 4-star, I expected a higher class facility. The entire property was clean and enjoyable, just not quite what we hoped for. We stayed in a room in the lodge. The room was small. The bathroom was well fitted-good lighting, great water pressure, nice towels. The beds were quite uncomfortable. There is absolutely nothing else in the area so you are forced to eat in their restaurants. There are not even any restaurants at exit 91 at I-79 so know that you are captive to their food selection! We ate dinner at the golf course restaurant...very good dinner and average pricing. We all had the breakfast buffet for $14. Very good selection of buffet items. Was worth $14. The hot tubs and fire pit areas were totally taken over by large groups/families. The 5 of us could not use those areas because we were not part of the groups. Very unwelcome feeling. The property was nicely maintained and could be a lot of fun if in a big group, it was just not our "cup of tea." We came from a five-star resort in Myrtle Beach and this was just quite the same!! The pics on their web site definately make it appear nicer than it really is. It was fine for one night, but we would certainly not return. Their are definately nicer vacation choices available!!

  • Stayed August 2012, travelled with family
    • 3 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank loveisbliss
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StonewallResortMgmt, Manager at Stonewall Resort, responded to this review, 28 December 2012
Thank you for taking the time to write about your experience at Stonewall Resort. We appreciate your candid feedback. We seek to continually improve and our team is committed to create memorable experiences for each and every one of our our guests. We are sorry we did not meet your expectations this time but we do hope we can welcome you back on a future visit.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Monessen PA
Level Contributor
59 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 94 helpful votes
4 of 5 bubbles Reviewed 10 August 2012

We have been to the Stonewall resort numerous times and have always been pleased with the property. Clean rooms, very nice lobby with fireplace and a good (but pricey) restaurant. There is TJ Muskie for a lighter meal however it's quite small and on this trip was impossible to get a seat.There is a third restaurant, Lightburns, but it is not open year round.
As others have pointed out it is in a remote location and dining off site will involve a trip of at least 30 minutes(Jane Lew to the north, Flatwood to the south) so most likely you will use the in-house dining facilities,

  • Stayed March 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank geopa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StonewallResortMgmt, Manager at Stonewall Resort, responded to this review, 28 December 2012
Thank you for being a frequent guest at Stonewall Resort! We look forward to welcoming you back soon!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chicago
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed 8 August 2012

Google maps had us going south on I64 / 77 instead of I79. There is a notice about this on their website but needs to be much more prominent on front page, as many people use GPS and Google maps. Beautiful scenery, many things to do there but service is lacking for a resort of this quality. Had a lake-view room. Lounge / bar with billiards was always freezing; a server argued with me that they couldn't or wouldn't raise the temps. Food is overpriced - we went into Weston for restaurants and a Walmart stop for room and pool snacks. The restaurant up by the golf course is worth the shuttle ride. Went whitewater rafting on Gauley River 1 1/2 hrs south of hotel; was a blast!

Room Tip: Ask for lake-view room on 2d floor.
See more room tips
  • Stayed August 2012, travelled with family
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Sydney L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StonewallResortMgmt, Manager at Stonewall Resort, responded to this review, 28 December 2012
Thank you for taking to write about your experience. We appreciate your feedback and we have been able to take action on the issues you mentioned. Thank you for bringing them to our attention and please come back and stay with us again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Richmond, Virginia
Level Contributor
122 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
3 of 5 bubbles Reviewed 2 August 2012

The people were very nice and the facility and grounds were well maintained, but service was lacking throughout the resort. The employees didn;t seem to care about what was going on beyond their desk/area. When we told someone at the front desk that the directions to one of the hikes was wrong, she just shrugged. We are certain she made no effort to report this or try to get it fixed.

Getting information about activities or how things work was like pulling teeth.

Our room was "cleaned" without emptying the garbage or replacing toiletries.

A stronger emphasis on customer service and a little money would make this a great place to stay.

Room Tip: Lake view rooms preferable over parking lot view.
See more room tips
  • Stayed July 2012, travelled as a couple
    • 4 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank JSFXVA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StonewallResortMgmt, Manager at Stonewall Resort, responded to this review, 28 September 2012
Thank you for taking the time to write about your stay. We appreciate your candid comments and we take them seriously because we know we can always improve.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Elkton, Maryland
Level Contributor
32 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
5 of 5 bubbles Reviewed 1 August 2012

Gorgeous Scenery, fantastic golf, and great service. Just returned from a 4 day stay and could not have asked for a better time. The entire staff were just wonderful, friendly, and did anything they could to make you comfortable. I love the golf course, absolutely beautiful.
the wait staff at the restaurant were wonderful. Ask to sit at one of Tyler's tables - best waiter I've had in quite some time. Already trying to pick a date for my return.

  • Stayed July 2012, travelled with family
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank dixie333
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
StonewallResortMgmt, Manager at Stonewall Resort, responded to this review, 28 September 2012
Thank you! Please come back and see us again soon!
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Stonewall Resort

Property: Stonewall Resort
Address: 940 Resort Dr, Roanoke, WV 26447-8469
Region: United States > West Virginia > Roanoke
Amenities:
Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 1 Hotels in Roanoke
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — Stonewall Resort 3.5*
Number of rooms: 208
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:
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Also Known As:
Stonewall Hotel Roanoke
Stonewall Resort Roanoke
Stonewall Resort West Virginia/Roanoke

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