Embassy Suites Northwest Arkansas - Hotel, Spa & Convention Center

A large collection of minor negative experiences that unfortunately were consistent with prior online negative reviews. Would not stay here again even if attending a concert next door unless reviews indicate significant improvements had been made. Check-in: had to remind clerk to give me a parking pass. Arrival: passed an out of order ice maker. Two dirty glasses stacked on floor by room door. Room: large unknown stain on couch cushion, design does not allow cushion to be flipped over and still fit. A/C is a little noisy. Bathroom faucet leaks and water runs across the counter. Managers reception: Initially got in a long line at the bar to use drink coupons, fortunately someone told us the bar in the back corner of the bar area with an even longer line was for using coupons. Should have signage or be told this at check in. After 20 minutes waiting in line (which had a single overworked bartender on an AMP concert night) my wife got a wine pour about the amount of a shot glass and I got a half-full (including ample ice) plastic cup margarita. As we sat at a table near the bar, we heard the bartender run out of everything including beer—except for vodka and water. For a concert night the staffing and supplies were woefully inadequate, sure many people were highly disappointed. In hindsight maybe the bartender was trying to ration her meager drink supplies by pouring us micro drinks. Also asked for a remote to turn on the TV in the bar area; was told the TV was not hooked up. Room key: wife was sick and returned to room, but her key did not work. She had to go down to desk to remedy while I went up to check on her shortly after and discovered she was not in the room. I frantically went back down searching for her, meanwhile we must have passed each other in the elevators and she went back to the room. I returned to check again after not finding her and my key did not work, no answer when I knocked, went down to desk and got a new key scan, up again and still did not work, no answer when I knocked, frantically went to front desk again which had a line of airline people checking in and only one person there on a cell phone. Finally interrupted to get a new key, asked if they had seen my wife and they said yes, gave her water, then went back to room and found her. A lock maintenance person showed up shortly afterwards. Breakfast: first day was excellent, second day the sausage links were raw inside, they were so significantly undercooked that someone could get sick eating them. We stayed 2 nights and overall while there were some great staff members they appeared short staffed, poorly managed and poor about maintenance, particularly given all the reviews highlighting the same set of problems. We've stayed at the new Embassy Suites in Nashville and it was 10/10, even accounting for this being an older property this was at best 3/10.

My wife and our 3 kids traveled here for a youth baseball tournament. In less than 24 hrs we stayed in 3 rooms. Room 1 we, smothered because the AC didn’t work so it stayed 74 degrees. The toilet also made a high pitch noise after flushing. Room 2, same AC issue & there was hair on towels and in the bathroom. Room 3, the air worked but the battery had to be changed, the sink leaked, and by morning the battery went out in the door lock so that also had to be changed. We met many others who had similar and different issues. Almost $500 for 2 nights for the worst hotel experience ever!

Hotel looks great at a glance but management is not keeping up on maintenance. First I will say staff and breakfast were great. We paid almost $300 a night for a room plus $15/night for parking and it was a rip off for what we experienced. The ice maker on the 5th floor was not working and it appeared it hadn't been working for a while. I asked the housekeeping staff which floors had working ice makers and they told me to go to the ground floor. The ground floor bathroom had broken and loose tile. The complimentary reception was understaffed with one lady working it with a consistent line of 15-20 people. When I got through the line she said she was out of chardonnay. Our bathroom tub/shower made you think you were at an old run down Motel 6. The tub was cracked and had rust stains and you could see where someone tried to cover it up with spray paint. The dresser the TV was sitting on was over a foot back from the wall because it was too wide to fit against the wall. Did I get the only room like this? I doubt it. The management seems to have lost interest in providing the experience that used to come with staying at an Embassy Suites hotel.

We had great start to our experience but it went south fast when the next day my card was charged an additional $80 without my permission. We came in with a booking for a different date and were willing to go somewhere cheaper but were told we could get that price for the current night. Then the next day I get a charge for the difference in the booking. When I call and speak with a Morgan, who made the charge, she refuses to remove the charge from the hotel and tells me I’ll have to take it up with the booking site. It’s not like we damaged the room or cost them more money. I was even told they had plenty of rooms open. They just felt they needed to make more off of us than what they told us. Unacceptable.