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Guest Reviews
Each review and rating that we receive is verified to ensure that we only display information provided by guests who have actually stayed in the hotel.
83%
Recommend This Property

Overall Experience

4.1

based on 987 reviews
83%
Recommend This Property

Ratings Breakdown

987reviews

  • 5 Stars
    525
  • 4 Stars
    236
  • 3 Stars
    100
  • 2 Stars
    67
  • 1 Stars
    59

Beautiful hotel - Horrible Service

By

August 16, 2018

club

The Good: The hotel is beautiful and so are the rooms. I noticed a stain on my bed sheets but other than that very nice and clean. Loved that the rooms on the main floor have sliding glass doors that go right outside. Very nice pool area as well.

The Bad: Everyone I encountered, even before I got there (calling the hotel about my reservation) with the exception of TJ at the front desk (who was very friendly, polite, and welcoming) were pretty rude. I asked if we could be on the main floor while I was checking in and I was told "I was asking for a lot" because apparently checking in early AND asking for a specific floor is too much. They also could use more staff around the bar area especially when they know a group is in the hotel and heavy rain is in the forecast it just makes sense that mostly everyone would stay in. Every single time I went to the bar it was a struggle to get my order in, to the point where I had to walk all the way to the other end of the bar where the POS system is just to get their attention and place my order then walk back every single time I needed something.

If I were to ever go back to VA I would consider the hotel again for the simple fact that I loved the rooms but they should definitely work on their staff and staffing levels. It's a beautiful hotel but the lack of customer service is unacceptable.

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