My very first Marriott stay was in 1994 at the Roanoke Marriott and after my second stay I then signed up for the Marriott Rewards program. Sometime in the early 2000s the hotel changed hands and became a Wyndham and then later it became the Sheraton Roanoke in 2009. Since Sheraton is now part of the Marriott family I was anxious to visit this hotel once again and take advantage of the only full service Marriott affiliated hotel in the area.
eclektech and I arrived at the hotel at 3:40 pm on Saturday and went to the front desk to check in. Initially no one was at the front desk but after a few minutes a nice gentleman came out to greet us. The clerk indicated he needed to check with housekeeping to see if our room was ready. It takes him about 10 minutes to get a response back from housekeeping who then indicated our room should be ready in another 15 minutes. The clerk gives us a room key packet and said we could wait in the lobby or the Club Lounge.
We decided to head to the Club Lounge which was on the 5th Floor. When we got to the entrance to the lounge we discovered there was no keys in the packet the clerk gave us. So we headed back to the desk and the clerk apologized and gave us key cards. We headed back to the lounge and then discovered our key cards did not work. So we headed back to the front desk for a 3rd time and the clerk gave us new keys and said he would post some extra points to our account for all the trouble. After we left the desk two other guests approached the desk that also had key card issues.
After the third trip to the desk we decided to head directly to our room as it had been well over 15 minutes since our first visit. We got to our room and discovered the housekeeper was still working on the room. She said no one had told her that we were waiting to get in. She let us put our luggage in the room and asked us to come back again in 15 minutes. So we headed back to the lounge to kill some more time.
We found the lounge was very small. It only had a few bottles of water, sodas and some yogurt. We then discovered the lounge has no evening or breakfast options for the weekend. In our key packet were two coupons. One was for a free evening appetizer in the restaurant and the other was for a breakfast buffet for two in the restaurant. Since we had dinner plans with friends we did not utilize the evening appetizer offer. We found the breakfast buffet the next morning to very limited in comparison to Marriott & Renaissance hotels that we have been to. The food quality was also very poor. eclektech indicated his eggs did not taste right. We both found the sausage to be very dry. I asked for orange juice in place of coffee and was given a small shot glass of juice.
Our “upgraded” room overall was also a bit of a disappointment. The bed was not made well, I’m assuming due to housekeeper feeling rushed. The base of the bed had scratches all over it. A couple of the pillows were extremely worn and needed replacing. We also noticed evidence of a pink bacteria on the mattress box spring of our bed and also on the shower head in the bathroom. YUCK!
Thankfully this was only a one night stay and most likely our last stay at this hotel. The hotel staff is friendly but the hotel overall was a big disappointment. Most likely our next Roanoke stay will either be at the neighboring Courtyard or Residence Inn properties.