Hotel berhampiran Silvermoon Children's Theatre, Texarkana

SO just a follow up to information below. I just reached out to follow up with a manager and was told there is NOTHING AT ALL that can be done for me. She said who did you tell about your stay when you were there. I said it is obvious that when I called down there for linens that alone was a concern. I also mentioned when I arrived I asked about upgrading to a double bed suite and was told they were actually sold out of rooms, and she said she would have switched me out with a another occupant. This is beyond me atp. I reserved my room for 6/9-6/10 due to my family and I having to come down to bury my mother. When I arrived to check in everything seem good, so I checked in and went up to take my bags upstairs. Immediately we left to my sisters hotel across the freeway where we cooked and had family time. Which I totally regret I didn’t get a room there. Anyway when we returned back to our hotel as were getting to lay the kids down I noticed a stain on the sofa bed along with some other type of particles on the bed as well as stains on the pillows that they have in the bags, so I called down to the hotel front desk requesting new bedsheets, pillows and the rep said “ok I don’t know if we have anymore linens but I’ll check and call you back and someone needs to come get it”. 10 mins later she calls back and says I have a blanket so I sent my daughter to go get it. Mind you it is 12a. Ok whatever, I need some rest so I lay down so I can get my mind together for my mom’s burial and around 2a my husband who is paraplegic wakes me up and complains that he is hot. I noticed it to after I felt my neck was covered in sweat so I get up to turn the air down which was already on 70. Turned it down to 66 and it started to feel a lil better. 9am someone is beating on the door, I get up to answer it, it’s room service asking if we need room services. Thats awesome that they take the initiative but I will be completely checked out in just 2 hours, now I’m up so I get up to wash my face and brush my teeth and noticed the sink was draining really slow so I’m looking at toothpaste and saliva. When leaving I thought the hotel rep would ask how was my stay but she didn’t even bother, she said would you like a receipt, I said yes, she printed it and said have good day. I was pretty upset about this and was going to do a review right then and there but I said maybe due to the circumstances I’m a bit on the edge so I’ll wait and call and speak with someone Tuesday. I did that and was offered points on my honors account. No I think not. I chose Hilton so I could have a comfortable stay, I particularly chose this Hilton because of the reviews, and location. I was told someone from the Hilton’s management team would follow up with me in 3 days. Granted it hasn’t been a full 3 days but I would think my concerns would matter and I would hear back from someone sooner then the 3days considering my situation.

My stay was very nice. It was clean and comfortable. And very roomy. The front desk staff was so nice and friendly. I wish I would have gotten their names. The only “complaint” I can think of is there is no “awning” in the front of the hotel. It was raining when we needed to load up to leave and it would have been nice to have a covered area. But I didn’t melt so all was good.

I travel 20 days a month and it’s very rare to meet managers that truly care about the guests well being. Kimberly Goss is one in a million. She made sure that I had a room when I checked in early. I was checking out at midnight and she offered to have a fresh pot of cofee for me. I will always stay here because of the excellent customer service.

I don't understand all the negative reviews. We stayed May 19, 2024, in room 407, a two-queen room. Our room was clean. Mattresses were comfortable. Shower and toilet worked as expected. Breakfast was above-average for a free hotel breakfast, with several hot options, and everything was fresh. Tyrone welcomed us with a smile and stellar service, and all other hotel staff were pleasant. Hotel was clean inside and out, and parking lot was adequately lit. Access to the hotel from the east requires you to pass it on the highway, then come back to it on an outer road, so consider using your GPS to help guide you in. I have been a Marriott member for many years, and I felt the facility met Marriott standars for a Fairfield.

Lobby was fully of guests for over 3 hours trying to check in with only 1 at front desk, seemed like some guest had reservations booked online and it wasn't in the system after 1 hour. thankfully, got room keys, but the rooms card reader was not working. then discovered it was working for room next door. after explaining to the front desk, got a completely different room. The AC seem to not work great, but was enough to sleep. the breakfast was very weak coffee and a pack of breakfast cookies. Is this what they call contenital these days? this hotel is ran by Krank Hospitality. sure they are running more, hopefully they will improve the breakfast.

The hotel staff was awesome, their was a housekeeper named Pumpkin, she went above and beyond the call of duty. The whole place was so clean, the patio area was really nice. The whole atmosphere was wonderful. I would stay their again and again!!!! Someone knows how to run a hotel!!! Oh and the breakfast was great.

Pro: The breakfast was good. Nice bacon. Con: In-room coffee machine does not work. Coffee holder did not match the machine, and there was no replacement available.