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“Customer Service Sucks”

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1886 Crescent Hotel & Spa
Ranked #10 of 35 Hotels in Eureka Springs
Reviewed 26 May 2012

I made a reservation through the hotel website for a package, "Feel Relaxed- 1 Night Spa Revitalizer". My wife and I checked in aroung 3 pm. Immediately after checking in, we contacted the spa to make a reservation, but there were none until the following day at 5:00 pm. Nevermind the checkout time is 11:00 am. When we called managment to ask what we could do, we were told to return the 2 voucher for 1 hour massage and our bill would be adjusted accordingly. However, the rate for the night would be more without package. There was no attempt to accomodate us or any apology for the inconvenience. We decided to leave immediately. When we made the reservation online, there was no advisory note to scheduled massage prior to arriving. Very dissappointing contact with hotel.

  • Stayed: May 2012, travelled as a couple
    • Service
2  Thank MHerrera119
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,969 - 1,975 of 2,757 reviews

Reviewed 20 May 2012

The Crescent is over 100 years old. It has faults and blemishes. You just have to expect that with an older hotel. We stayed in the penthouse for 3 nights and love the romantic penthouse. The view over the valley, and the upper bedroom were fantastic.

We were told of the broken elevator 2-3 days before we arrived. I did not realize it had been broken for 6 months. Note to OWNERS: This is unacceptable!

The flight of stairs up to our room had a light fixture that did not work. Based on other reviews regarding the maintenance of the hotel, I decided to not even bother reporting this. It was a hassle during the whole visit and a safety hazard considering the steep narrow stairs.

The floor appeared to be a cheaper floor material like a Pergo instead of a wood floor that would have been authentic.

The buffet for breakfast is over priced, but decent food.

In my experience in various shops, restaurants, and the Crescent the service is vary variable. This seems to be an issue with the area and I can't quite understand why there is such variability. We had some excellent customer service experiences and some poor ones. In general the service at the Crescent was mediocre. We had the occasional great bellhop, but in general just mediocre.

I spoke to some of the business owners in the shops in town and learned that business has been bad during these economic times. The owners expressed appreciation for my business and gave great service. But, that isn't always the case.

Somehow the Crescent seems to be the epitome of the various service experiences that we had in Eureka Springs.

If you can overlook all of this, you will have a great time. Despite all of this, my wife and I had a great time. I suspect this would have been an entirely different experience if the kids had been along.

  • Stayed: May 2012, travelled as a couple
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Thank WebdudeIA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
macdevelopment, Manager at 1886 Crescent Hotel & Spa, responded to this reviewResponded 29 May 2012

Thank you for your review and we apologize for any inconvenience caused during your stay. We agree that the light was a safety issue and the report had already been made when you arrived at the hotel. It is now taken care of. As for the elevator, it is not just broken we are replacing the entire unit for your safety and convenience in the future. The hotel is over 125 years old and is delicate. As for the service we apologize for the lack of excellent service all around and the review is noted. Thank you again for your review and we hope to improve your opinion of the Crescent and Eureka Springs overall in the near future on your next stay.

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Reviewed 18 May 2012

The room was great. I highly recommend this hotel it was a great stay and the history of the hotel was amazing.

  • Stayed: May 2012, travelled as a couple
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Thank SheilaDA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
macdevelopment, Manager at 1886 Crescent Hotel & Spa, responded to this reviewResponded 20 May 2012

Thank you for your review. We are very pleased to hear you enjoyed yourself. We look forward to seeing you on your next visit.

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Reviewed 17 May 2012

Planned our wedding and honeymoon weekend there. Every time I talked with the wedding planner something changed or was different on their end. Was NOT told the elevator was out, and had been for 6 months when we booked the Penthouse. The couch looked like it was out of the boys dorm at the end of freshman semester and I was afraid to take my shoes off in the bed area the carpet was so nasty. And the 4 spots bird poop (or was it paint stains) in the middle of the picture window were enough for us to change our minds and leave after staying only one night.
We had drinks at Dr. Baker's lounge, for some reason, the same two drinks cost $8 more in the evening than in the afternoon - and no one could explain why.
I was also told the grounds were absolutely gorgeous this time of year for wedding and photo ops, but the only flower bed I ever saw was the one on the very corner of the grounds, where all arriving could see it.
When checking out, I commented on these things to the staff, and was told she hadn't been in that room for a long time, and she knew they were going to be cleaning carpets sometime soon. No apologies, no excuses, no nothing. We don't plan to stay there again.

Room Tip: Make sure you ask what the rooms have availalbe in them, and when the last time furniture/carpets we...
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  • Stayed: April 2012, travelled as a couple
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Thank Carol W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
macdevelopment, Manager at 1886 Crescent Hotel & Spa, responded to this reviewResponded 29 May 2012

Thank you for your review. I am sorry for any inconvenience during your stay. Congratulations on your wedding. The couch in the penthouse is being replaced and the process has started. We apologize for the condition it was in and you will not see that in the future. As for the bird mishap on the window, the review was noted and windows will be clean soon. The window does sit on the fifth floor and is not easy to access everyday. We also apologize for the change in prices with in Dr. Baker's Bistro and the explanation is that you were told the wrong price the first time around and the servers were different. The review was noted and we hope to improve your opinion on your next stay in the near future.

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Reviewed 12 May 2012

We spent one night here and it was our first stay. We had been really looking forward to our stay and first trip to Arkansas. Our friends were traveling with us so we had asked to be roomed close together. They were able do this, but ended up having to move us later. The elevator was broke down, and we were put on the third floor. They did have bellmen there to help with luggage. We were disappointed when we saw the hall way to our room. There was stuff everywhere, matresses, carts, old carpet, etc. The bellman said that something had flooded and that they were fixing carpet and he was unsure why they put us down at the end of this hall since it was such a mess. They ended up moving the couple we were with down another hall because their TV was acting funny, and then they couldnt put us together anymore because the rooms were full by then. The room was very nice but we were wondering why no one had bother to pick up some of the mess in the halls. Overall it was what we expected, but when we expressed our disappointment at check out the next morning the manager just said that they didnt have anywhere to put all of the stuff and that they were putting new carpet in the rooms. I sure thought they could have but some of this stuff in one of their rooms, but evidently they didnt want to do that.Would probably stay again, but for the price we were not that impressed.

  • Stayed: May 2012, travelled with friends
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1  Thank hogies
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 May 2012

The Victorian decor, staff and spa services are luxurious enough to make anyone or any family feel like millionaires on a budget. The ballroom restaurant was first class ranging 30-40 per person but was exceptionally delicious. The skylounge was closed for some remodeling and the kitchen closed early so if you go on the later of the ghost tours be sure to eat prior or have something lined up, just a fair warning EVERYTHING IN EUREKA SPRINGS CLOSES BY 9.
I stayed on the 3rd floor in the top corner and for the most part the room was quite comfortable and provided a peaceful sleep my friends on the 2nd floor said they could hear children in the hallways (no ghosts) but really enjoyed their stay as well. Recommended highly for anyone visiting the area

  • Stayed: March 2012, travelled with friends
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Thank AnthonyBurns
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 7 May 2012

This is a stunningly beautiful hotel. Took the ghost tour but was disappointed I personally did not encounter anything spooky. Room was beautiful with a great balcony and gorgeous view! There are no refrigerators or microwaves in the room which would have been cool, but i knew that going into it so it was not a surprise. The elevator was also out of service as they are making upgrades to the fossil they have now, but again, I knew that going into it and was only on the 2nd floor.
I would recommend this hotel, especially those looking for a romantic getaway, it was just beautiful. The staff at the front desk is awesome, very pleasant and friendly.

Room Tip: 218 is presumably the most haunted, but I didn't stay in that room, it was already booked. If yo...
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  • Stayed: May 2012, travelled as a couple
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1  Thank Valerie L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about 1886 Crescent Hotel & Spa

Address: 75 Prospect Ave, Eureka Springs, AR 72632-3021
Region: United States > Arkansas > Eureka Springs
Amenities:
Bar / Lounge Business Centre with Internet Access Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Spa Hotel in Eureka Springs
#5 Business Hotel in Eureka Springs
#9 Family Hotel in Eureka Springs
#9 Romantic Hotel in Eureka Springs
Price Range: $242 - $500 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — 1886 Crescent Hotel & Spa 3.5*
Number of rooms: 81
Official Description (provided by the hotel):
Today for Eureka Springs lodging, the full-service Crescent Hotel features 81 rooms including luxury suites and cottages, hot tub and swimming pool, the New Moon Spa & Salon, the 1886 Steakhouse, Sky Bar Gourmet Pizza with al fresco dining, concierge and bellman service, a resort activities coordinator, all surrounded by 15 acres of manicured show gardens and pristine woods with hiking and walking trails. The hotel also offers Daily Activity Programming including a Kids Kamp, Spa Fitness, History Tour, and Back Porch Social. The Crescent Hotel is also home to over 400 wedding events per year ... more   less 
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Also Known As:
1886 Crescent Hotel And Spa
1886 Crescent Hotel Eureka Springs
Crescent Hotel Eureka Springs Arkansas
1886 Crescent Eureka Springs
Crescent Hotel Spa Eureka Springs
Crescent Eureka Springs

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