I booked the hotel in July of 2007 for my daughter?s graduation. The week before our trip on May 8, 2008, something told me to call the hotel to confirm my reservations. Irreprehensible to me, a current employee, who in no longer employed at the Kirkley Hotel, took it upon herself to CANCEL my 3 rooms. I was never notified and when I spoke with the hotel?s Front Desk Manager, it was quite obvious she wasn?t willing to assist me in getting the rooms back. So, I phoned Travel agency, who created a 3 way conference call and spoke with the manager. It wasn?t until I got Travel agent involved that she began to make indications that she would try to see what could be done. Days passed and time was fast approaching for our trip. Still having heard nothing back from the hotel?s desk manager, I phoned the General Manager, who chuckled about the entire situation. Furious, I demanded the Cooperate Headquarters phone number. I place a call to them on a Saturday, leaving a voicemail. Late Monday afternoon, 3 days before our departure, I received a call from the desk manager stating my rooms had been reissued. I feel that Travel agency was a very large factor in the confirmation of my rooms for the second time. Once getting to the hotel, I approached a receptionist at the desk and asked about 2 of my rooms. Having 4 small children in the party that would occupy these two rooms, I wanted to request that they be connecting. The young man, who was extremely helpful, blocked out 2 such rooms for the party arriving later that day. I even tried to secure the room with my credit card. But was told with my name on them they would be held. This was about 5:30 pm. I went out to dinner with our family who had already arrived. At dinner, I received a call from the other half of the family who was trying to check into the hotel. Apparently, another employee had, yet AGAIN, given one of the two connecting rooms away. The hotel did have another room but on a different floor and obviously not connecting. This family consists of two adults, an 11 year old boy, an 8 year old girl, and 4 year old twins. The desk employee tried, unsuccessfully, to find a roll away bed to place in the lone room. Fortunately, I had brought an inflatable twin bed. However, I would have to still pay for the second unused room. One employee tried to tell me that Travel agency had already paid for the rooms. I asked how could that be. And if that were the case then why would I have to give my credit card AND why would an employee give away my connecting rooms if they had been paid for. Then the group of employees decided that if they could sell that unused room to the next person who called looking for a room, then and only then, I would not have to pay. I guess fortunately for me; not everyone is as organized as I am to call and book rooms 10 months in advance for a Graduation. Sure enough, someone called needing a room for graduation. I did insist on a printout of the cancellation notice for that room.

We stayed at the Kirkley for a week. It was our honeymoon and we took my children along with us. The pool was great, the hot tub felt wonderful after a day of sight seeing. We booked a smoking room. When we checked in they gave us a non-smoking room, went downstairs to the front desk, told them the problem and they moved us to another room right across from the pool. Staff was friendly, rooms were clean and the food was good. What else could you ask for? Will stay here everytime we go to Lynchburg to visit family.

I stayed at the Kirkley Hotel back in October and it was great. Coming from a hospitality back ground, the customer service was great, actually everything was great. They have come a long way, from the first time I stayed at the hotel. Alot of changes in staff and alot of improvement. I really enjoy my stays at the Kirkley Hotel and have recommended this hotel to alot of other people,in which they have stayed there as well and enjoyed it.

almost scalded , mildew smell no response to emergencies . no gift shop, torn and tattered linens,rooms not cleaned properly. rm and dining svce only 7-9am and 5-9pm. Housekeeping supervisor lies and never performs tasks and gm refuses to speak w/guests always unavailabe.Improper billing

I booked a room with Travel agent and when I arrived there was no reservation and no king bed and no refrigerator as the reservation *5 a day and give me a king bed for $* more dollars a day. If thats the case they should advertise that online. The front desk staff couldn't help me. Customer Service is not a priority at this hotel.