Holiday Inn Express Suites Van Buren Ft Smith Area an IHG Hotel

Location is a bit off the main highway but easy to get to. We arrived before dark which was a plus. The clerk was friendly and talkative. The pillows and bed were comfortable. Shower pressure was okay. We didn't have any issues with the Wi-Fi. Breakfast was lacking. Husband couldn't get to the coffee as a few of the housekeeping staff were standing in front of the coffee area and were in no hurry to move. We just gave the breakfast a quick glance and then ended up going though a drive thru for breakfast.

The most incompetent front desk worker that I have ever seen at holiday inn express. I came in pleasant greeting from me because I worked all day I just wanted to check inn. Alma or an older woman swiped my credit card three times without asking was it ok each time deleting the card number. Then she had the nerve to say I can cancel your reservation if you want me too. Where is the customer service training but I’m in Arkansas so the level of excellent customer service is a zero for her now I have to watch my transactions for a room charge. This happened in Daytona Beach Florida and it took two weeks to get my money back. She’s looking at me like it’s no big deal. Some of these people cannot and will not follow established procedures. What a shame

Booked hotel almost a month in advance and received a confirmation that my rate was $125.00 for a room with 2 queen beds. Received a call a few days before our stay advising us we would not be getting our two queen bed room and would be downgraded to a king. Explained we were traveling as a family of 3 and needed the extra bed. Was told they apologized and that is what they had to offer due to a “glitch” in their system. Never got an updated confirmation reflecting any changes. Checked in, stayed a night and then upon checkout learned our rate was $205. Disputed with the front desk manager who noted again there was a glitch and that the hotel was overbooked and there was nothing she could do. Emailed the manager of the hotel who replied with a very different version of events as well as noted the rate was not changing. Also learned others were also informed of this same thing and their rates were changed as well. Upon reading reviews noted this practice has been applied in the past to other unhappy travelers.

The stay was just fine. No complaints there. My family got in late and the person working the front desk at the time was very accommodating. After checking out there was an extra charge on our account for $65. I called and they said they charged us for damages...damages being that our daughter at a chocolate LAVA bar in the bed and got a stain(s) on the fitted sheet. They were unable to get the stain out and were charging us for no longer being able to use the sheet. I spoke with the assistant manager on duty...twice because I was hung up on. She stated that the reason we were being charged is because we did not inform them of the stain. If we told them then it would gave been fine. I then spoke with the manager, Twice because i was hung up on.. When I asked if you charge everyone for stains on linen that you can't remove...like blood...she stated, "Well blood always comes out." All in all they refused to remove the charges. I asked that they keep the sheet i was being charged for and I would pick it up later. We will see if that happens. Reaching out to the BBB, our financial institution and posting other reviews. Not arguing the stain was there, but to charge for damage over linens seems absurd. If you stay here take your own pictures and watch those charges for damages...unless its blood because according to the manager, that always comes out.

A pretty new facility and very well kept up. Clean grounds and the room was clean and comfortable. The breakfast seemed a bit better than other HI Express we've stayed at over the years. All in all a nice hotel at a reasonable cost.