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.
- 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
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- Also Known As:
- Stonewall Hotel Roanoke
- Stonewall Resort Roanoke
- Stonewall Resort West Virginia/Roanoke