Residence Inn Jonesboro

After a seven-hour drive from Texas, I arrived to check in for a prepaid two-night stay, Friday, May 15 through Sunday, at the Residence Inn Marriott at 2611 Sumo Loop, Jonesboro, AR. Pamela was at the desk. She didn’t greet or acknowledge me, and after I gave my last name and mentioned the reservation, she brought up the “card on file” without asking for ID or explaining a deposit or incidental charge. When I asked which card she meant, she looked confused. I’d already paid, so the quoted total of about $167, including taxes, didn’t make sense. I showed my confirmation with a different amount and tried to understand why I seemed to be charged again for one night instead of the two nights I’d booked. Pamela asked why I was in town, and I said for school and work. When I asked to speak with a manager about the billing, she pointed at business cards for Crystal, Markesha, and Anthony and said, “Do whatever.” She also said I’m “always a problem and rude whenever you stay here,” even though I’ve stayed at least three times before and had good experiences with other, courteous and helpful front desk employees. I was just asking what the charges were. Pamela said she had a bachelor’s degree, repeated that she “didn’t care,” and made comments about cameras all over the property that felt threatening and unnecessary. She then asked whether she should cancel my reservation, although I hadn’t asked her to cancel it. The encounter was upsetting and stressful. I’m a Marriott Bonvoy member and American Express Platinum cardholder, and I’ve never had customer service this poor at a Marriott. I also wasn’t given basic check-in information like the Wi-Fi details or the complimentary water I’d received on past stays. I’m deeply disappointed. Guests should be treated respectfully when asking about a reservation and its charges, and I’d like this matter reviewed and addressed.

I don’t usually write reviews, my wife tends to do that, but India deserves the mention. She was friendly with my whole family and always answered us with a smile, whether we needed something from the market, had questions about adding days, or wanted information about hotels in another state. The room was clean and had plenty of space, and the price was good. Thanks, we’ll be back.

The lobby and our studio were spotless, and breakfast had plenty of good choices. We were surprised by how nice the room was, with a comfortable bed, a great living area, and a relaxing feel. One of our best stays anywhere. We’ll definitely book here again.

We were only stopping overnight on our way through, but the room was a safety hazard: carpet was missing, tacks were exposed between the floor and bathroom, there was hair in the shower, damage throughout, and even pee on the wall. With our 3-year-old, 18-month-old, and service animal, this was especially unsafe. No one offered another room. My husband was trying to catch up on sleep after we’d spent all day packed into the car, while we were left in what felt like a battle zone. Markesha and Krystal were no help when we tried to address the room. The managers were rude and dismissive, with no concern for guest safety. After 4 PM, the front desk said no manager was available. The hotel also kept our incidental deposit without a refund or explanation. People writing positive reviews must be delusional or work for this hotel. It’s unsafe, poorly maintained, and badly managed. Families, pet owners, and anyone expecting basic cleanliness, safety, or respectful treatment should stay far away.