Rated 3.7 out of 5 by 72
Rated 5.0 out of 5.0 by BigBadBilly Great Hotel
I stay here several times a week great place and great staff.
December 13, 2013
Rated 3.0 out of 5.0 by FeisFun Tim is great! He needs to share his experience with other clerks.
I have stayed in this hotel quite a few times. The previous time was in November 2013 and I was waiting until I returned from our December stay, giving them a second chance, before writing my review.
First, if you have any issues, talk to Tim. He seems to be the only one that make a guest welcomed, comfortable and actually means it when he says he is there to help. I have had conversations with other desk clerks and while they are very good at talking you through a situation and telling you how it will be resolved, little is done. Tim not only took care of the situation, when he saw me later that night, caught my attention and made sure we were okay.
November, no excuse for poor service, December there was a bad ice storm. Either way, if it wasn't for Tim, this review would be extremely unpleasant.
In November, our room heater didn't work. After writing a note and delivering to the front desk, talking to the front desk and calling 2x, maintenance finally came to manually turn on the heater the second night of our stay. I was told by maintenance there were certain rooms that the heater worked properly and since we were returning in a month, to request one of those rooms. When checking out in November, I went to the front desk two fold. 1-to request a room that the heater worked and 2-to tie my split reservation together so I didn't have to switch rooms.
Well, when the front desk clerk tied the reservation she changed my rate on my room which was $32/night plus tax more than my original rate. Thankfully, I had enough points and just cancelled the reservation and extended my points reservation. While the Holiday Inn in Grand Rapids had zero issue combining reservations, this task was a bit more than the clerk could handle in Ft Smith. I was told in December that she was new and since my rate was the internet rate originally, that once she goofed, she couldn't change it back. I am standing there thinking that she could have at least told me that she goofed rather than me finding out when getting my documents together for the next trip weeks later.
Positive, the hotel let me check in at 1:30, nice since I was trying to miss the storm.
Positive, platinum status recognized. This did not happen in November, so that was an improvement.
Upon checking-in in December, I again asked for a room where the heater worked. I was assured the heater worked in my assigned room. After sitting in a freezing room for almost an hour and just about ready to call downstairs the maintenance person showed up to turn on the heater. He said it would take about 20-30 minutes to warm up the room. Well, okay. I waited another hour and still in my jacket and hat. Finally, I called downstairs and Tim switched me to a room that the heater indeed worked and we were comfortable for the remainder of our stay. Still a pain to switch rooms, but there was no way I was spending 3 more nights in a room with no heat and 1/2" of ice outside.
Positive... when requested extra towels, delivery was within 15 minutes.
Overall bathroom cleanliness is marginal at best. Both stays, I found hair in the bathroom that was not ours nor did it looks to be any of the cleaners roaming the floor cleaning other rooms. The other is the cleaning staff is exceptional slow. Again, I would say it was because of the ice storm, but it was the same in November. It was 4:50pm one of the stays before housekeeping knocked to clean. At that point I had decided to pack up and go home a day early.
There were some other minor maintenance issues... but those wouldn't make or break a trip.
This was an average stay had it been an average hotel. It is not what I have become accustomed to as a Holiday Inn preferred "go-to" hotel. The hotel is understaffed on all levels or folks just don't want to put out effort. Not sure which.
Also, if the staff would inform the guests when they check in that if the heater is not on to call maintenance rather than sit for hours or even through the night with having no idea that the thermostat doesn't do anything, I think guests would be more understanding. Of course the better course of action would be for the heaters to be turned on prior to the arrival of the guest and not assign guests to rooms where the heater doesn't work at all.
December 10, 2013
Rated 3.0 out of 5.0 by cubbiesday WET CARPET
We stayed 4 nights as we were visiting my sons and grandchildren, over the Thanksgiving holiday. Room 508. I also had room 509 for 2 nights, for one of my Sons and his family, in from OK City. I enjoy staying at the Holiday Inn Downtown Fort Smith, when we get down to visit. This was our first bad time with it. The carpet in front of the window was soaking wet 2-3 feet from the wall. I couldn't have people over to visit. I had to go to their homes or restaurants, wherever. My sons room was the same but not quite as bad. Amanda at the front desk was the one bright spot. Very pleasent. A front desk man named Tim ? I believe....was rude, short and should not be in the greeting or helping people field AT ALL. How he got the front desk job, I have no idea
This is my first complaint ever about a Holiday Inn.
December 4, 2013