SpringHill Suites by Marriott Roanoke

Nice suites with comfy bed and separate longe area. Goid bathroom and fridge

Nothing

A dirty wash cloth was left hanging on the shower.

Mattress

The main phone to call hotel was down for about a week.

They charge for parking

Location. Cleanliness. Staff.

You have to pay to park at their location.

I would like to start off by saying we have stayed at this location several times with pleasant experiences. It has been a convenient place for nearby Hospital stays and Dr visits, it has always been a peaceful location with an overall safe vibe, nice staff. However not so much our last visit first week of April, 2026. My wife needed two tests at Carillion on separate days so it was scheduled on a Friday then Monday to save traveling 4 and half hours each way multiple times. I called a month ahead of time and received great help from a gentleman working that day and reserved a room with a medical needs discount. So lets make a long story short, we arrive right at check in time on Friday after my wife's first medical test to be told rooms are not ready yet please wait, about 20 minutes pass and other customers check in with no problem. We are now told they do not have the 2 Queen room ( which they inform price will be higher than originally told) because it seems they have been overbooked, they want to give 2 king rooms for my wife, myself and our 10 yr old daughter. Well that's just crazy, what are we supposed to put our daughter in a room by herself ?, we ask to talk to manager, he is gone and will not be back till Monday. The door would not work right in one room so that was a waste. There was an odd moment when a staff worker was smoking right at the exit from elevator almost like she was blocking us from getting to parking area. Monday comes and I want to talk to manager ( Mr. Neil Ordway) and now gentleman at desk says " I was not aware manager was going to be off today. This is the same guy that checked us in Friday, I would also like to add that Friday because of the trouble with rooms he said he was going to drop our rate as a courtesy, however when i got our receipt that did not happen. I have since tried calling and emailing Mr. Ordway with no response whatsoever. I have also contacted Marriott-Bonvoy and emailed a detailed write up of our issues, so far the response was someone will contact me with some sort of resolve but we will add 5,000 points to your account. That probably will not get you a bottle water ! Sorry if this is too long. By the way Mr. Ordway had been helpful to us in our past visits, but not this time.