SilverStone Inn & Suites Spokane Valley

I was worried to learn that nobody had apparently passed along my report. We found a bed bug on what was supposed to be our final night before driving home, and the hotel manager later told Expedia there was no record of it. I have videos from inside the hotel showing the bug, plus screenshots of it and where I filmed it. Expedia did manage to get me part of my refund and credit toward other hotels. This was a Christmas road trip stop on the way to Denver. We’d driven more than nine hours through snowy Wyoming and Montana and were ready to sleep before the last stretch. Instead, we killed the bug in a tissue, packed up, and left. Around 11:30 p.m., before checking out, we showed the dead bug to the man at the front desk and said there were bed bugs. I’d booked through Expedia, so I had to ask them for the refund. I’m concerned nobody told anyone about it.

We liked the hotel so much that we stopped there again on our way home from Canada. It worked perfectly for an overnight break with kids. The rooms were clean, and the big pool and hot tub were great for getting some energy out. There’s also a McDonald's play place next door. In the morning they offer simple snacks, juice, and coffee, plus two vouchers for breakfast at the Denny's next door. Great value for a road trip stop.

I was shocked by how badly this was handled. My reservation was for Monday through Wednesday, but I was sick on Monday and called to say I’d arrive Tuesday. I spoke with four team members that morning, including Brandy, Sam, another female coworker, and a male coworker whose name I didn’t get. I called four separate times. Nobody warned me that missing Monday, even though they knew I wasn’t coming, would count as a no-call no-show. When I arrived Tuesday, they said my reservation had been marked that way and canceled my stay. They told me to contact Groupon, which I did several times. Groupon kept saying the dates could be changed if the hotel agreed, but the hotel refused. That leaves me out $140. The front desk girl then tried to get me to rebook and pay to stay there. My first mistake was buying the Groupon. The customer service was awful, and they weren’t accommodating at all. I wouldn’t stay here or buy a Groupon for this hotel again. If I could give customer service negative stars, I would.

The workers were all very friendly, and the Denny's vouchers are good. It’s right by the highway, so access is easy. The pool can get kind of crowded, but it wasn’t too bad.