Residence Inn by Marriott Fort Smith

There’s a nice outdoor spot for smoking cigarettes or cigars and just relaxing. The staff were awesome, breakfast was very good, and there are lots of amenities. It felt like they wanted guests to enjoy their stay. Great value, 10/10. I’d give it more than five stars if I could.

I’m deeply disappointed by how this Marriott handled a couple who were staying there. I witnessed what felt like abusive, demoralizing treatment. They were accused of stealing and told to leave without a chance to establish the facts or work out a solution, even though their child was at the hotel with her mother. I left without getting to resolve things formally, and I haven’t seen my child since. Now I have to wait another six months because her mother thinks I did something foolish to get kicked out. I only asked for items for my child and her mom, and they were handed to me. I went into the linen closet, which was completely open, a safety hazard and against brand standards. Then I was ostracized in the middle of the hallway. This was horrible service and hospitality. Marriott, you can do much better. The other Marriott properties in town have great customer service; this one is worse than a motel off towsend ave in fort smith and is running the Marriott name and the property into the ground.

The recent remodel looks great, and the room was clean and comfortable for my family. My only complaint is the Phillips HDTVs. I wish they were LG or Samsung.

The room was decent for the price, the location was okay for my reason for being in the area, and most of the staff were friendly. But the manager on duty handled my noise complaint badly. A child across the hall screamed at 10:20 pm, then again at 11:30 and 12:20. The nightstand phone didn’t work, so I called from my cellphone. The manager said he’d come listen, and at 12:50 he knocked on their door, addressed the noise, then pointed at my room and told them I was the one who complained. That was completely unprofessional. I’m willing to speak to someone face to face about noise, but I paid to stay there and shouldn’t have had to handle it myself. Calling me out could have made them spiteful or led to retaliation all night, or worse. I was just trying to get some sleep before seeing my customer in the morning and, hopefully, going home. It was a huge disappointment, especially since my coworkers stay here when working nearby and this was my first visit. Kids sometimes scream and parents can’t always control it, but identifying me to another guest was unacceptable.