Best Western Plus Crossroads Inn & Suites

The room itself was spacious, but there were coffee rings left on the counter, so I started wondering whether the bedding had been changed or just made up. We were hoping to use the pool and hot tub, but the pool had things floating in it and the hot tub looked like it needed resurfacing, with what seemed like mold on the bottom. I couldn't tell exactly what the dirt was, but it put me off both. Breakfast was mediocre. We booked two rooms as a place to stay in case the snowstorm knocked out our power. I arrived around 6:30 p.m. and waited about an hour in a long check-in line. While waiting, I saw keys fail and guests sent to rooms that were already occupied, and heard the elevator was out of service. At the desk, I was told the rooms weren't clean and there was no estimate for when they'd be ready. I needed to unpack, then go home for my children, while my husband had to get to Richmond to start plowing. By then it was about 7:40, more than four hours after the stated 3 p.m. check-in time. When I questioned the delay, the clerk replied sharply that check-in “begins at 3pm.” I found that unprofessional, especially since the website doesn't say that, and other guests in line were upset too. I left calmly, got the kids, and returned. The line was gone, and the same clerk and I smiled and got through check-in. After that, staff were kind and helpful during the stay. I know the situation was likely outside that clerk's control and tied more to management and staffing, but I still disagree with how she answered. I called the GM and left a message, but haven't heard back. My husband had already paid, though personally I'd have chosen the Hilton across the way. I wouldn't book here again.

The place has gone downhill enough that I'm switching hotels. The elevator was broken, they couldn't make room keys, and we had to be escorted to our room, the pool, and the workout room. Lights in the pool area kept tripping the breaker, the parking lot was a mess, and snow and ice were slow to be cleared. I could hear the guests next door through walls that seemed thinner than I remembered. I used to like staying here.

The room looked nice, but the AC was clearly broken, even though it seemed to keep running. If you get room 403, be aware you might find the same problem. The hotel is decent overall, with clean rooms, nice service, and a good spot for visiting nearby places.

I stayed five days and didn't go back for the free breakfast after the first try. It was terrible, and the toaster didn't work. The AC and elevator were out, and there was no room service. I had to ask for toilet paper and take towels to the desk to get clean ones. Someone kept propping open the rear door facing IHOP, so there was zero security. I removed the rock twice and told the desk. On top of that, the roof work meant constant hammering.