South Branch Inn Moorefield

"Great location, outstanding customer service, very nice clean and nice room. This is my hotel of choice when visiting Moorefield. Amazing overall!"

"Edit: 10/18/2023 Upon further reflection I am updating my review as I feel that I was pressured into changing/removing my review after I was refunded and assured of all the corrective actions below (which I'm not sure happened). A coworker asked about my experience today and a lot of unpleasant feelings resurfaced due to how this bed bug incident was handled by South Branch Inn management. While it was true I did not have bad experiences before the bed bug incident, that experience was enough to turn me off from rebooking from them since then even though I've made multiple trips to the area. FYI Kelly never followed up with me after I updated my review on 9/21 so part of me felt like it was empty promises/damage control. Edit: 9/21 update to my review. The owner Kelly contacted me with all of the procedures they did following my bed bug experience in one room: 1) quarantining that room, 2) immediately calling pest control and treating the room, 3) calling Health Inspector and sending their record to me noting no other bed bugs or signs of bed bugs were found, 4) sending me a refund check for my stay, 5) consistent follow-up with both me and my company to ensure our comfort and trust, 6) updating training protocols for staff members in regards to bed bugs, and 7) requesting my feedback on how they could do better. I appreciate Kelly's openness and all of the email info she sent me. I have plans to call her today so we can chat more about my experience. This was the ONLY time I experienced a bed bug and would not had believed it had I not captured the one that bit me. As I said before, I have been staying at South Branch Inn for many years and this was the only time I was not satisfied with the rooms or staff. My original experience is below as I feel it is important that future guests make an informed decision. I've stayed at South Branch Inn multiple times for 1- to 2-night stays the last 3 or 4 years, as I occasionally visit Moorefield for work. Typically I'd rate it 4 stars but my last stay there 9/5/2022 was traumatic because I was bitten several times by bed bugs. I was in room 124 and, after I was in bed 30-60 min, I was super itchy on my hand and elbow. It was 12:30am or so at this point, and I was going to chalk it up to mosquitos except my hand was under the blanket the whole time. As I was taking pics of my bites, I noticed something crawling on the pillow. I collected it with a disposable cup and put it in the ice bag and tied it off. It was definitely a bed bug. I called front desk immediately and packed everything up, removing my clothes and putting it in a plastic bag I happened to have. Front desk moved me to another room on the 2nd floor in the same wing, and that one was clean and free of bugs (I checked thoroughly). I had to stay up all night washing and drying the clothes I wore and that touched the bed in case any bugs latched on. The machines were coin-operated, so I had to ask Front Desk for coins (they did not offer first). I slept maybe 2 hrs of fitful sleep because I was so paranoid. The next morning I told them I was going to a different hotel and asked for a refund, and they gave it to me for the second night I was supposed to stay but not the first night. I also asked them what their procedure was for bed bugs because my coworkers and I visit many times throughout the year. They told me they call an exterminator to clear out all the rooms in the entire wing, 1st and 2nd floor, and it takes 1-2 days. They did not offer this info first; I asked about it so I could tell my coworkers and write this review. Normally this would be 4 stars because it's relatively clean, quiet, and a decent stay. They're undergoing extensive renovations right now, so expect wallpaper to be ripped off, random equipment in spots they don't belong, etc. Staff members are usually nice. This last stay, they weren't necessarily friendly; I think they didn't know what to do with me in this situation. 9/20 EDIT: Kelly has told me all staff will be getting updated training."

"Quiet at night.. but housekeeping makes a lot of noise during the early hours of the day? Somewhat intrusive.."

"Room had a funky smell. Very dusty. Hair on sheets, cigarette burns in quilt. Just don’t advise staying here"

"I work for this hotel. We do not have bed bugs. If anyone has any questions or concerns about this you may direct you questions to the Hardy County Health Dept. They do checks at our hotel and will have their findings on record. As far as the staff goes we have some of the nicest friendliest helpful staff you will find!!! I apologize if there was a bad experience and someone was not given quarters for the laundry however we as front desk agents are not aware of a guests $ situation and if they need quarters or not. If quarters are needed we will be happy to get them. And yes we are undergoing a remodel. Wallpaper is missing in some hallways but it is a very safe environment and equipment is not just left sitting all around the hotel. This is a nice place to stay. We offer free movie, ice cream and bowling passes each night that you stay as well. Come visit us and see for yourself!!!!"