Spark by Hilton Wytheville Holston Rd I 81

The hotel was being heavily remodeled, which was not reported on the Comfort Inn website. I requested a refund just 10 minutes after checking in, after seeing the condition of the hallways, exercise room, and more. The desk clerk called the owner, who told me in no uncertain terms that I would NOT receive a refund, even though I had not used the room. He raised his voice at me and spoke in a very insulting way, saying he didn't care about my complaint. I travel quite a bit and have never been treated this poorly. Also, I have never left a negative complaint against a hotel, until now. Once the remodel is done, others may enjoy their stay here. But, if you have any problems or issues, beware!

Every few months we go to Wytheville. We were normally staying at the same hotel we stayed at for the last 15 years. On a pervious trip, we decided on staying at this Holston Rd property. It was a wonderful stay that time, so we decided we would stay there again. Here is this trips experience: When we arrived for our 3 day stay, we were not presented with a Platinum Member gift bag with bottled water, cookies, etc. That was disappointing because it's a nice customer service touch. We drove around to our room area and had a wonderful view of about 75 mattresses, box-springs, dressers, etc. because they are doing renovations. We are happy they are improving things so we dismissed it. Once we got to the room, the construction team was working in the room right next to us with saws and hammers. Ok, that goes along with renovation but is terrible when you can't hear the TV over the saws. Our room had a bare wire bundle the size of my wife's leg hanging out of the ceiling, there were pencil sketches on the wall where something was going to be installed, the bathroom mirror had been replaced but old paint was showing because of different size, and very sloppy construction that looked like a 12 year old was doing the work. The bath tub backed up so every shower you were standing in 5 inches of soap scum water. My wife would take a shower and have to stand in my shower water. Ok, we are married, but still, yuck. We told the cleaning lady when she knocked on our door. She stated that she has told management many times and it never gets fixed. We showered many times in the 3 days we were there and it was disgusting. The previous time we were there, they had a wonderful hot breakfast with waffles, biscuit & gravy, scrambled eggs, yogurts, fruits, anything a person would want really. This time the only hot items were scrambled eggs (sitting in a lot of hot water) & little ham circles. Barely enough to qualify as a hot breakfast. They only put out yogurts on one day. Mini fringe they were in wasn't stocked even though they were not out. The biscuits were hard and not edible. Normally my wife and I consume quite a bit of coffee from the lobby and breakfast. We cherish our coffee. The coffee was always running on empty and they had no French vanilla or other flavor creamers like normal. Very disappointing. We paid top dollar for all of this unfortunately. No discount. We did have brand new carpet in our room, that was nice. I doubt we will be back for another stay. It wasn't the worst stay at a hotel we ever had, but it didn't live up to the standards of our last visit there and I know doesn't live up to the Hilton Brand they are going with (Spark) We left from our 3 day stay there very sad with the experience. If management cared about the customer stay, we would not have to write this review like we did. Sad indeed.

I must preface this review by stating that this hotel is going through a total renovation. There was allot going on for the hotel staff as well as the construction/renovation people. We have been staying at this hotel for the last few years when we are near Wytheville. This was not the perfect stay, beginning with the rooms that we were given were not the rooms I reserved months ago. But, the staff was great and worked hard to correct the issue. The friendly, kind and respectful staff is the biggest reason we stay at this hotel year after year and they did not disappoint. One suggestion I would make is to have a second ice maker installed on the second floor. It is difficult for one ice maker to keep up with a hotel of that size. We will most certainly be staying here again next year and look forward to seeing all of the completed renovations.