Hyatt Place Roanoke Airport/Valley View Mall — Hotel in Roanoke

Terrible experience. I booked and paid for my room on January 21. Upon arrival, at midnight on February 13, the first words I was greeted with after walking in were from Josh. He offered no greeting, he just said, he’ll get you in a few minutes referring to Joe (who had yet to remove his jacket and was on the phone with the hotel manager, Ginger Clark) and then walked out the door with another employee. Joe proceeded to speak with Ginger for a few minutes he finally hung up and asked how he could help us. I gave him our information and then waited as he removed his coat and attempted to log into the reservation system. Joe struggled to see the screen, could not log in to the system, and was unable to help us. Josh returned for a forgotten item, and hurriedly attempted to leave, despite a line forming behind us, before agreeing to help Joe get logged into the system. Before Joe could even get our name pulled up, Josh was out the door. He had zero interest in helping his clearly struggling teammate. The phone rang again and after a few minutes Joe told Ginger he would call her back because he was “dealing with a customer”. Nice choice of words when I’ve been here for 25 minutes and you haven’t even pulled up my name yet. We were then informed that we had no room even though I had paid in full for the room at the time of the reservation. He called Ginger back, Ginger told him to send us to The Holiday Inn where they wanted us to pay $70 more for a room that was not even close to being comparable to the room I booked at Hyatt Place. When I travel with my family I have always booked Hyatt. We have never once been greeted with such an incapable group of people who could care less about the customer. Joe does not have the skills required to work the front desk, especially without a manager on duty. Ginger did him a disservice by placing him in this role. He should be in a non-customer facing role that does not require the use of technology. Ginger failed, not only to lead her team, but also to show concern for her customers. Ginger should have supported her team and taken care of making other accommodations for her guests without an added expense. There were no apologies made, just excuses, and thankfully a full refund. By the time we left, it had been an hour and twenty minutes. We watched a flight crew check in without issue and another customer with a reservation go through the same experience while we were waiting for our refund and trying to find somewhere else to stay. This loyal Hyatt Member will not be back to this location and may never stay with Hyatt again because of Ginger...

Our stay at this hotel was a bit of a mixed bag. The breakfast was above average with fresh hot food of good quality continually being refilled. They had almond milk in addition to an assortment of cow's milk and juices that were not from those gross dispensers. The hotel was busy the night we stayed, so I did have to wait and ask them to replace items (cheese, salt, etc.), but that was done quickly. We had requested ahead of time that sheets be in the room for the pull-out couch. I was pleased that they were not just present, but already made on the bed. But, there seemed to be a problem with their drains. The sink filled up quickly so that I was concerned it was going to overflow. When I went to shower (within an hour of checking in at 1:30am), the floor mat was folded and in the threshold of the shower, but it was soaking wet. It was disgusting. It seems likely because the shower drain was also running slowly, and perhaps housekeeping didn't notice that the shower was still full of water when they put the mat in place. But, it was still gross. I couldn't shake the thought that there was a small chance it was used, and that bothered me. But, as I was traveling alone with my kids, who were finally sleeping, I didn't want to leave to go downstairs to complain or to call and risk waking them up. When we checked out at 8:30am, I told the front desk about the drains and the wet floor mat, and the man at the desk agreed that it was disgusting. He pulled out a pad and made a maintenance order right in front of me, asking for details. He assured me it would be taken care of that day. Great. I am glad I helped someone else, but that did nothing for me but waste my time while he wrote the order. There is a reason I stayed at the Hyatt and not a lesser hotel. I won't...

First, let me say that we love Hyatt. We look for Hyatts to stay at when we travel because we like them so much. Second, I have never written a bad review of anything on the Internet, but I’m so frustrated w the amount of money we spent versus what we got. Let me set the stage…While driving from Louisiana to PA, we decided to splurge and get a Hyatt room even though we were only stopping in to sleep. This was so disappointing and not worth the 280 we spent. Yes, there is construction going on but that was not the issue. The room felt totally bare bones. There were no bed side lamps, no side tables for the couch to put your drink down, and no room divider. The bathroom was cramped, considering there was a huge amount of unused space in the room. There were hardwood floors so the room was echoey. The tv is in the middle of the room between the couch and bed but doesn’t tilt in either direction so no matter where you sit, you’re at a bad angle. There were dirty plates outside the elevator all night, a wet floor sign hanging in the elevator with no wet floor, and boxes of linens on the floor. The drinks we ordered from the bar came with coffee stirrers instead of straws. Finally, there was only one coffee cup? I asked the check in person if they had renovated the top floor and she said, yes they were working their way down. If that’s true, it is the most poorly designed room we have ever stayed in. We usually stay at the Hyatt in Bethlehem, PA which is the same amount of money but is infinitely better. The night before we stayed in the Courtyard Marriott because there were no Hyatts and that was also infinitely better. Will look at future Hyatt stays with suspicion and we will avoid Roanoke...