The Palace Hotel and Bath House — Hotel in Eureka Springs

Usually do not leave reviews but wanted to put this out there so everyone will know before booking. For starters, we have been staying here for the past 20 years and have always loved it. We booked a room there last weekend as they showed couples massages available on their website for our dates. Come to find out they did not have massages available. We could not get ahold of the hotel and had to call Tyler, the owner directly and wanted to cancel our booking that we made just a few hours before they opened. She would not allow us to cancel without keeping the deposit of $231. Disappointed with that, we went ahead and decided to stay and had to travel to the Basin for massages (by the way, the Basin was amazing) We stayed 2 nights, never saw one person working there. No one at the front desk, ever. They do NOT answer their main hotel phone, EVER. All the lights were off, including the main sign. It was very dark and eerie. Zero customer service. The room was subpar, VERY dirty, molded sheetrock falling off the ceiling above the shower. Definitely a health hazard. Undersized shower curtain so we had to clean up water after showering. No hair dryer in the room, so beware of that. In the past, this hotel was amazing and they used to have wine/beer/cheese in the fridge and rooms were upkept. There was none of that this time. Honestly, one of the worst experiences we have had and we travel ALOT. To add to this, one day after checking out we notice a BOGUS $250 charge on our card. Unable to reach them for 2 days via their main line, we finally get ahold of the owner Tyler via her personal cell phone. She is extremely unfriendly and proceeds to accuse us that the room smelled like marijuana and that is why we were charged the $250?! We do not smoke marijuana and never smoked in this room. Ludacris! We have disputed the charge with our credit card company. I would not recommend this hotel in any way. Such a shame as it used to be such a cool...

Pros: My hubby had a great deep tissue massage. The bed was relatively comfortable. Rhonda was super nice and helped as much as she could.

Cons: We arrived after 5 on a Thursday evening. It was already dusk so there wasn't a lot of light. We were emailed instructions on how to get in and where our key was. When we opened the door to the hotel, it was too dark to really see much. No one was at the desk and the lights that were actually on, were so dim it took a while for our eyes to adjust. We stood there in the dark, not knowing anything about the layout, feeling completely awkward. We finally found our key in a white envelope with our name written on it sitting on the desk. Our room had two window unit air conditioners but only 1 worked. It was way too hot to sleep there. The number we were given is for emergencies only, otherwise, you are to email with any questions or issues you have. Needless to say after I emailed with no immediate response after several minutes, I decided to call the number. It was already getting late and i didn't want to chance it. They were very gracious to put me in another room and gave me a fan. Of course this is an old hotel which is why we chose it but there are things that can be improved. The faucet on the bar sink was not attached in any way. There are no doors on the shower room and the shower curtain doesn't really fit. There are very limited places to park so you have to park in the back and walk up at least 50 steps. It's not too bad during the day but there are no lights at night. Complete darkness, so I had to use my phone light. It felt very unsafe. We really couldn't see much at all and it's a LOT of steps in an area that we are not familiar with.

Will not be back. So sad as it could be a really...

I was just trying to call to ask about spa services, their voice prompt on the phone says that they open at 9 and take reservations at 10, we’ve attempted several times to get a hold of a person and no one answered. I thought there might be something wrong so I called the hotel, worst decision I’ve made. Apparently the person who answered the phone was the OWNER, she wouldn’t let me get a word in edgewise to be able to tell her why I was calling. She was absolutely rude and has no customer service. I regret wanting to have a spa service done here. Especially after being so rudely treated. She even hung up on me after I told her what I thought about her customer service. The only reason why I found out the person I spoke to was the owner was because I called back to complain about how poorly I was treated for just asking simple questions about their services. I told a good friend of mine about this interaction, and they had the same issue TWO YEARS PRIOR. All I’m saying is that if this is an issue amongst multiple people, there’s an issue with the management at this establishment. I was really excited to spend my vacation time here, but I wouldn’t go near this place even if I was paid to. Spend your money anywhere else but here. EDIT: found out the employee who spoke to me on the phone LIED about being the owner and the manager. Clearly this establishment is not truthful, and does not care about how employees treat customers. Found a better establishment that actually takes time to answer customers questions and will not interrupt you mid sentence and belittle you. I will be telling all of my friends about how you all have missed the mark for...