Residence Inn by Marriott Fort Smith

We stayed at this Residence Inn over the Fourth of July weekend as part of a large family gathering. Our extended family rented six suites, five of which were two-bedroom suites. My aunt’s family has stayed at this property almost every year since it opened, so we came expecting another positive Marriott experience.

Unfortunately, our interactions with one staff member, Shelly, completely changed our impression of this hotel.

On our first evening, our group spent time at the pool and later moved to the outdoor fire pit and grilling area after the pool closed. We returned chairs to their original locations and disposed of all trash before leaving. During that time, there was a brief misunderstanding when my sister-in-law thought a stack of plastic pool rings belonged to her mother-in-law. When she realized they were hotel property, she immediately apologized, and the matter appeared to be resolved.

The following day, several adults from our family were quietly visiting in the breakfast/lounge area after lunch. There were no children present, and no one was shouting or behaving disruptively. From behind the front desk, Shelly yelled across the room that this was “a place of business,” that she was trying to take a reservation, and that we needed to be quiet. It was startling, embarrassing, and highly unprofessional. A polite request would have been completely appropriate if there had truly been an issue.

Later, when my aunt asked for the manager’s contact information, she was told that our group had been disorderly the previous evening and had left a mess. That did not match what we witnessed.

The most disappointing moment came later that evening when I personally overheard Shelly telling a coworker that we were “horrible people” and claiming that my sister-in-law had stolen the pool rings. I witnessed the original interaction and know that accusation was untrue.

I have stayed at Marriott properties for more than 30 years throughout the United States and internationally and have never experienced anything like this. The issue was not the hotel itself but the repeated unprofessional conduct of one employee. Guests should never be yelled at across a public space or spoken about in such a disrespectful manner.

I hope management addresses these concerns because this property has been an annual tradition for our family for many years, and it would be disappointing to see that tradition end because of one staff member’s behavior.

Accoglienza

Nice and clean.

Very nice. Rooms large and very clean. Staff very helpful.

Clean, comfortable, friendly staff

Clean and quiet, a hotel that actually had a working ice machine. Those are a rarity.

Very pet friendly

Wonderful

The lobby is organized, comfortable, well lit and open/inviting. Outdoor seating is avaliable for smokers. No trash on the outside premises. Just a very nice and comfortable location.

I like the location staff was excellent rooms were really nice and had thing is where

Obviously renovated property but very, very nice and clean. I do not understand the negative reviews here as we didn't have anything like that. The front desk employees were very nice and courteous. The morning breakfast was one of the best that I've had at a Marriot property and I've had a lot of them!