Best Western Stateline Lodge — Hotel in West Siloam Springs

I probably should have read these first before booking….lesson learned. We live about 45 min from this hotel and I booked this property because it was close to the arrowhead speedway and that it was a best western hotel. We checked in about 230, Ashley was great, the lobby was gorgeous and checked in without issue and super friendly. We get to the room doing a once over, fridge door was open and turned off, we turned it back on…floors creaked, coffee creamer packet was open as if it weren’t changed in between guests and there was stuff in and on the ac unit. We didn’t use the coffee maker. At this point, these things were small potatoes compared to what we dealt with the next morning. Walls are super thin, so when people talk it sounds like they’re in the room with you. Beds weren’t the best-there was a noticeable gap between the mattress and the wall. We had 4 small pillows and had to ask for extra blanket. Our room seemed clean other than some overlooked items…we went down to have breakfast and another guest had said he’d stayed there a lot and they updated the juice machine but downgraded their sausage…I said well, i guess they have tno balance it out somewhere right? lol. Well, only thing good on breakfast was the waffle and juice, gravy was runny and biscuits had no flavor. We went back up to the room, had a nap and woke up about 1030. As we were getting ready, we here a knock on our door, I go and open it and the housekeeper is moving from our door to the one next to us and I told her that we’re almost out…she immediately says that she wasn’t knocking on our door but the one next door. I said I saw your feet at the door and heard you. She immediately got on the defensive. So that put me in a mood. I have 10+ years working in the hotel industry, you do not knock on doors before checkout unless there’s probable cause to do so or there’s an emergency…which there was neither… Went down to check out of the hotel. Ashley again was great, nice and friendly…I asked her what the hotel policy was on knocking on doors before checkout time and the same housekeeper that didn’t have a name tag, red hair short and glasses, said don’t start that crap with me, I said excuse me? I’m asking a question and talking to front desk, not you. She then proceeds to inform me with attitude that she didn’t knock on my door and was knocking on other doors and kept on and on…her attitude is beyond not suitable for customer service. In the end she did mention of our dnd on our door and was sorry we heard her knocking (with attitude). As I said I’ve worked in the hotel industry a long time and have worked for the best western franchise (in Branson,mo) as a customer visiting a hotel, I was let down tremendously. The room issues were small potatoes compared to unruly staff engagement. I can guarantee you that I will never stay at this property again and make sure none of my family or friends...

One of the most unpleasant hotel experiences occurred during our relocation from Arizona to Missouri. We were merely two hours away from our destination. My wife has a neurological condition that necessitates frequent rest, and we are accompanied by two children, one of whom is autistic. We travel with our small cat and always contact the hotel prior to making an online reservation. When I called this hotel, I was informed that there would be a pet fee, but no distinction was made between cats and dogs. Consequently, I proceeded to book a non-refundable room online.

I recently arrived at the hotel only to discover that cats were not permitted on the premises. The front desk clerk, Bobby, contacted the manager/owner, who acknowledged that she had failed to inform me of this policy during our earlier phone conversation. Despite this oversight, the manager refused to accommodate our stay and declined to cancel the reservation, resulting in the loss of a non-refundable night. The manager suggested that I should have researched the hotel's pet policy online, disregarding the fact that a phone call should have sufficed to obtain this information, especially considering that we were unable to check online while driving.

While I patiently waited with my autistic six-year-old child, hoping to resolve the situation and obtain a refund, the manager instructed the front desk clerk to call the police if I did not vacate the premises. I was literally standing there with my son, waiting for them to work out their mistake. Completely calm and respectful of guests coming in. Suddenly, im made out to be the bad guy. I do have a recording of this conversation, which includes the front desk clerks admission that she did not specify the pet policy regarding cats or dogs during our phone conversation earlier. We went to the Quality Inn down the road, and they empathized with our situation. Fortunately, they gave us a wonderful deal, and honestly, the smile understanding she gave from the quality in we went to helped so much after this emotional journey just now at BW. However, we are taking this up with third-party sites that book these accommodations. What a sad and emotional experience for an establishment in the customer service and accommodation industry!So, I had to leave this hotel while they kept my money for a night that we were unable to stay. All I was asking was for the hotel to cancel so the third-party site would refund. But nope. I literally left almost in tears that this just happened. Never have experienced...

The staff at this location treated me and my father better than any 5 star hotel has ever treated me. The front desk clerk that we dealt with the most is Vaughn Kerkhoff and he really anticipated the needs of myself and my partially handicapped father and met those needs even before we knew that we needed specific things. All of the staff were friendly, courteous, and thoughtful. The rooms aren't fancy but have all the basic necessities and the rooms and hotel in general were super clean and well maintained. The daily breakfast was tasty, everything was very fresh, and the make your own waffles seemed to be a hit with the kids and adults. I would absolutely stay at this hotel again!

I also want to take the time to respond to a review from Martha Bass whose party stayed in the hotel at the same time and left a 1 star review. Martha and her husband made themselves very known at the hotel because they were incapable of taking care of themselves and yelled at hotel staff when the problem was not with staff but with the fact that they were unable to take responsibility for themselves. This is called entitlement. Your husband was not yelled at but did a really good job of yelling at staff probably because you yelled at him to fix the problem instead of fixing it yourselves. I was the woman who told ya'll that you need earplugs because their conversation in the breakfast room was so loud and rude that they wanted everyone to hear what they were saying. I'm not related to the 2 Korean people on staff but way to make assumptions Martha and showing just how much of a racist you and your "party" actually are. It's pretty clear when there are only two foreign people and you think there were a bunch that you have a problem. There were people of Latin descent and people from other Eastern countries working there but it's easier for you and your limited brain to group anyone not typically White as Korean. Shame on you and your party for being terrible travelers and...