Spark by Hilton Roanoke Airport — Hotel in Roanoke

UPDATE: I have attempted to resolve this issue directly with the GM at this location. After multiple calls and an on-site visit, I was told the GM was unavailable and staff deflected to other departments. This refusal to escalate or provide contact for regional management is deeply concerning and reflects a lack of accountability. Corporate oversight should review this location. Danita is the common denominator here, from evidently deflecting calls on the corporate customer service hotline, as well as blatantly trying to refer their “executive house keeper” as the person able to rectify this issue. It seems as though the staff on sight will continue to act in an unprofessional and disorderly manner until corporate is truly alerted. First review: OK, so I originally booked my stay through Booking.com and had a confirmation for the stay. Unfortunately, I had a terrible run-in with the front desk associate named Danita. she was absolutely insanely rude refused to identify herself, hung up on me and canceled my own Booking for simply asking a question regarding modifying my booking. I told her that I was in the hospital and that I was in a very difficult situation. She continued the hostility, even after being confronted in person as I’m limping and visibly injured. She refused to identify herself, refused to rectify the issue, and refused to do anything appropriate or professional in any capacity. I mean, she was literally on the phone talking and plan on the phone when I walk through the door. She wouldn’t even give me the contact for the general manager. If you ever run into that girl, I guarantee you will have a terrible experience.

I would not recommend booking or staying at this hotel if she is the front desk associate.

However, I ran into the thought of calling them back and I got a hold of another front desk associate named Aaliyah, and she was absolutely phenomenal. The best front desk associate could be. She explained the circumstances, clarified the question that I was asking and provided the contact information, and apologized on behalf of the prior associate. Honestly, if I could give her a tip through the phone, I would. Truly, a wonderful human being and the best representation of the hotel I have come across so far. I would recommend her and the facilities in that regard. I think that hospitalities is important in this industry and she embodied...

AVOID this hotel at all costs! Lies and fraudulent charges. I booked this hotel 5/9, for the upcoming Saturday vs. Friday, and immediately noticed the mistake and attempted to fix it by calling the hotel within minutes. I called the hotel several times, no answer, so I called Hilton Corporate.

Hilton Corporate told me, no problem at all, they switched the dates and notified the hotel of the cancellation, noting not to charge for Saturday. I would have to pay a little extra for the Friday night which I agreed to (find call log of my conversation with Corporate if there is an issue with my story).

5/11: charged $148.03 (not refunded) 5/11: charged $163.12 (proof of escalated charge that I agreed to pay for the date change)

I was notified of the cancellation of Saturday, but not of the charges made. Here's the truth: if I had known I would be charged, I would not have booked Friday at this chain, and/or I would have kept the room for Saturday night since I had paid and stayed extra or given the room to a friend in town.

Today when reviewing my business charges, I noticed the charge and called Corporate again. The story somehow changed and I was told that the on site manager “had spoken with me and it was charged since it was within a cancellation window.”

This is a blatant lie, I never talked with the hotel management because they never answer calls during regular business hours, and I never spoke with a manager at any point.

Again I called Hilton Corporate to fix this issue, and when they contacted the hotel, the manager was gone of course. Whenever I call directly, I get the runaround on the charge. I believe it’s fraudulent and I have been lied to, which is why this is an issue. I am attempting to go through my credit card now to process a claim, but this is absolutely ridiculous. A really silly way to lose a Hilton Rewards customer, but I will not be bringing anyone from my business practices to this specific hotel again, nor will...

Stayed here after another local hotel booted me for overbooking. For the price, this hotel is fantastic. It’s $85-115 (we paid $109/night during a major conference in town). As of mid-June, the construction is done.

Upsides: -In a quiet area but close to all the things (restaurants, interstate, Burgland Center, etc) -Clean rooms with lots of modular storage that can be wiped clean -Beds were reasonably comfortable -Shower water pressure was fine -Internet was fine; both cellular and hotel WiFi

Downsides: -Elevator sucks. Way too slow and small. -The parking did fill up. We always found a spot but it was often far away. Lots of sports teams with buses that took up many spots on all of our nights there. -Low amenities - no pool, breakfast was appreciated but very basic, no microwaves or even a clock in the room? -The AC never got down to the temp we wanted. It wasn’t terribly uncomfortable, but it definitely seemed old and not in peak performance.

If you want a hotel with amenities, this probably isn’t it. If you’re looking for somewhere to sleep at a great price for hotels, this was a good experience! ...