Best Western Plus Inn at Valley View

We chose this hotel mainly because I called ahead to confirm the pool was open and heated. The guy at the desk said it was, so we booked. After a 4.5-hour drive, we got there only to find the pool closed. That’s the only reason we picked it, especially with nicer hotels nearby for almost the same price after taxes. The front desk is across from the pool, so I don’t see how the person I spoke with could not have known. I don’t like complaining or hurting a business, but this really got to me. The room was alright, though it looks like it may need a full facelift in a few years. There was a hole in the tub and peeling paint on the ceiling. It’s pet-friendly, which I don’t mind, but if you dislike the smell of a room where a dog may have stayed before, you might not want to come here.

This one-star rating is about the service. My husband went to Roanoke for work and was told about this hotel. He checked in and tried to use his rewards membership, which was supposed to give him a 20% discount. The reservation showed a room rate of $72.20. I asked whether he needed to book ahead and was told there was availability and that his membership only needed to be active before check-in. It was active. The front desk clerk said they couldn’t find the email, although reservations did find it. After charging his card over $400, the General Manager told him he’d been kicked out of all the systems and couldn’t stay. The clerk later said she went to the room and he was gone. I know now he was at the desk returning his key while I was on the phone with her, and she knew he’d left. After I complained, they said they would have worked with him, but that wasn’t true either. They weren’t hospitable. I asked the GM to call me. After telling my husband he couldn’t stay, she suddenly said she couldn’t talk business on her phone. He had to be at work at 6am and had to go all over town to find somewhere near his job. We had to transfer money because they charged his card. He showed them the charge, and they still did nothing. Corporate needs to address the GM specifically. The front desk lady mentioned he was from TN, but we’re from WV, so maybe this has happened to other people too. Shame on you.

The staff were decent and so was breakfast, but the room was dirty in several ways. The carpet was soiled, there was a dip in the floor that could make someone trip, and the nightstand was very dusty. The refrigerator barely cooled, the toilet seat hadn’t been cleaned, and the bathroom ceiling had mold and hair on it. We got in late and had already settled down and were tired by the time I noticed everything. The phone didn’t work either. I usually like Best Westerns, but I wouldn’t return to this one. It wasn’t worth the price, especially with the Hilton next door only $10 more. I’d stayed at another Best Western the night before for $30 less, and it was clean and nice. Don’t take the gamble.

The rooms could use an update, but they do the job. There seem to be plenty available. The free breakfast is great, and an indoor pool that stays open until 11 pm is a rare perk.