Embassy Suites Northwest Arkansas - Hotel, Spa & Convention Center — Hotel in Rogers

I understand this is an older Hilton property, but it is far less than I would have expected for an Embassy Suites property.||The good - the rooms are pretty spacious and the bed was decently comfortable. My room was clean and they did clean it daily during the 4 day stay and did a good job. The complimentary breakfast options were decent. ||The bad - it seems very dated and starting to get pretty shabby. It appears as if not a lot of care is given to upkeep and maintenance, with some walls showing visible damage, carpets coming up. Convention center smells musty. Lighting is not great. Everything outside of the lobby area seems dim and "orange-y". Not sure if this is due to ownership or management, but certainly lacking regardless, especially for the price. Check in was a bit messy and took much longer than expected, but chalking that up to a conference and a lot of arrivals, so they were very busy...but there were mistakes made with our already-confirmed reservations that had to be resolved as well. Adjacent room's plumbing squealed when used (assuming the toilet?).||The ugly - room was 74 degrees at check in. Might be ok for some, but not for me. Tried to adjust, as it was set at 72, and found thermostat flashing "low battery". Went ahead and turned it down. Unpacked, went to dinner with the rest of my group and no change when I returned later that evening. Barely slept, which is the main purpose of the room to begin with. Reported to front desk. (Note: there was a man at the front desk complaining about HIS A/C as we were checking in...should have been a clue). When I returned from dinner the thermostat was no longer flashing low battery, but room still only 72 and did not cool any further that night. Reported to front desk at breakfast and they said they would send an engineer to look at it. On elevator later, I reported to someone from engineering who had gotten on the elevator and he said nothing had been turned in to engineering, but he would take a took at it and "several" others that were also not working that day...upon which the other woman on the elevator said the A/C in her room was also not working well (both rooms on 4th floor). Returned to hotel that evening late, and checked about my A/C at the front desk and was told there were no active requests for engineering and that the lack of cooling was due to the climate there. (Isn't that what A/C is for????) Engineer did arrive to the room about 10 minutes later and did what he could, but said the HVAC in the building is extremely old and prohibitively expensive to update, and likely would only be able to get it down a couple more degrees. He also brought me a box fan, which at least did help move the air and that night it did at least get down into the high 60's, but jumped back up during the day next day, even though that day was cooler and rainy. Sink in bathroom backed up if the water was running for any amount of time. Peer's door lock failed due to battery 2nd day we were there. Had to try four floors before finding an ice machine that worked or had ice in it. ||Overall...the location is convenient, the staff are friendly enough and the housekeeping staff did a good job...but based on my experience and the experiences of some others there during the conference I could not recommend staying there for anything other than the convenience (and if you don't care much about room cooling in the warmer months, the property being a bit shabby and other amenities you might normally be accustomed to with an Embassy Suites) and there are many other options...

We booked a pure room due to my allergy to feathers. When we pulled up, there was trash blowing around in front of the hotel. My husband told the manager about it and it was cleaned up promptly. We went to our room, room 721, and it was extremely clean. The bed was super comfortable, but there was NO sleep to be had that night. A couple doors slamming is no big deal to me and I sleep very soundly. However, it sounded like our bed was in the middle of the freeway with semitrucks zooming by our heads. Neither one of us could sleep. I finally gave up and called the front desk and spoke with Angel who said they could move us now or put in an order. I said we have to get dressed and get our stuff together and we'll be down. Angel said they had another pure room in the spa tower that would be quieter. (This is not true there are no pure rooms in the spa tower). We brought everything downstairs to get the other room key and Angel said they didn't have anything available yet. (What happened to we can move you now?) We can't stand in the lobby with all our belongings, so we put them in the car and eat breakfast. I go back to the desk just in time to see Angel leave and Amanda took her place. After speaking to Amanda, I find out that there are no pure rooms in the Spa tower, they all face the highway in the main tower. She was sympathetic and very nice, but not sure how to handle it so she gets the manager. He did not sound very sincere when he apologized for the issue and said Angel must have not been aware that there are only 10 pure rooms and none in the spa tower. (The computer gives that info. ) He then said he would discount the nights stay. I said we are not paying for a room that we could not use and he did comp the first night. Since we were at an impass, I said just put us in a regular room, but I'll need fresh bedding that does not contain feathers due to my allergy. He said fine, called house keeping and told them, just change the pillows and comforter. I said no, that entire bedding needs to be replaced with feather free bedding, it affects my breathing. The manager then told housekeeping that everything needs to be changed. This room was fine and I slept good, in fact we slept all that day because we were exhausted. The breakfast was wonderful, Amanda and housekeeping were fantastic. Waitstaff was very nice. Evening reception was very good. Bar food, not as big as the others we have had, but still nice. There was a mistake on the bill (charged for a pure room instead of the regular one we stayed in) when we checked out, but Amanda owned the issue and got another person to help her fix it. It was a lady, not the manager I dealt with previously. Amanda needs a raise. She's fantastic.

If you stay here, avoid the pure rooms, stay in the spa side or at least avoid the rooms facing the freeway. Stay near the elevator.

Other than the first night's stay, the hotel stay wasn't bad and the manager did make it right. Would I stay again? Maybe... but it will be in a regular room with hypoallergenic bedding in...

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...