DoubleTree Suites by Hilton Hotel Bentonville — Hotel in Bentonville

Update: So, following my negative review, I was contacted by the hotel management, had a positive conversation and, while the frustration of the situation lingered, it was resolved to my satisfaction. Many thanks to front desk agent who did everything she could to help us through an unfortunate situation and to the manager who made amends. I'll likely give them another try the next time we're visiting family in the area.

Original Review: It is not often that I feel the need to post a one star review but the evening desk manager at this property provided possibly the worst service I have ever received at a hotel... and I have traveled for business extensively. I also gave the hotel and the Hilton Customer Service line a week to correct the issue before posting this review... Apparently to no avail.

I had arranged for a morning shuttle to the airport from the hotel. When I arrived, the desk manager failed to notify me that the shuttle was cancelled. It wasn't until I questioned him that he reluctantly told me that the driver had called in sick.

If I had not specifically asked I have no doubt he would have left me hanging for the morning desk agent to deal with... and we would have missed our flight.

He did say that he would comp us $20 from our bill... Which was an insult as the ride that I eventually booked ended up being $65.

I talked to another desk agent who was kind enough to provide a couple of numbers that I could call to try to set up our own ride... she was the only helpful staff person that I interacted with... which I did instead of taking my family out to dinner as planned. The manager stepped aside and let his employee deal with me instead of manning up and taking responsibility himself.

I called the Hilton customer service line and expressed my displeasure with the horrible service and, upon following up with them, found that they had referred it back to the same front desk manager who was the source of the problem to begin with... and he told them that he had resolved everything with a $50 credit. He most definitely had not resolved the issue.

The correct course of action for the hotel would have been to book the car for us. Instead, they left us hanging, would have let us miss our flight, ruined our evening and forced us to incur extra costs.

The correct course of action for Hilton customer service would have been to try to resolve the issue without referring it back to the incompetent manager who caused the problem to begin with and apparently was trying to just make it go away.

The inability of the hotel staff to resolve a staffing issue and of the customer service number to handle the complaint properly makes me question the Hilton commitment to...

We thought we were getting a relaxed weekend to where we didn't have to leave our room unless we needed something. No responsibilities.. Nothing, upon checking in the front desk could have told us that the restaurant was closed as well as the hotel could have not put the order breakfast sheet in our room. So we filled out our order stuck it out at 10pm which it states to have outside your door by midnight. Did anyone communicate with us knowing that they seen our thing outside our door for order the next morning at 7 a.m. for breakfast? No they did not Instead at 7:23 when breakfast had not made it to our room we went down there and ask them we put this out we did everything we were supposed to do why have we not received breakfast the front desk began to tell us that because of the covid-19 the restaurant is closed, thought would have been awesome if they would have communicated with us in the beginning so we did not have our high hopes of a lazy weekend as well as we could have already been out and about and got us something to eat now we are hungry and upset and feel like they did not communicate properly with their guests. It is their job to make our stay a pleasant one yet the one simple thing of communication they failed to do. It is their responsibility to make sure they communicate with us as they want us to them. So then we decide to go get something to eat since we are hungry and there is no room service, we were out for about an hour maybe a little longer, upon leaving ac set for 69 degrees we return to our room where our ac messed up and it was 92 degrees in the room. I go up front and yes the gentleman was nice but we ended up having to move rooms but he only had a queen which we had a king bed and the room smelt like wet mildew.. We tried to stay positive but it really sucks to know that the amount of money we spent on our weekend away of rest turned out to not be so relaxing. I hope if we in the future give this hotel another chance that the next stay is a little easier on us since we were the guest and all we wanted was a little...

I really wanted to love this place a ton, but it just made it impossible to do so. I stayed here for 3 nights on a weekend trip with my family. First lets start with the good: great parking overall, very clean and beautiful lobby, and awesome awesome staff (more of a compliment to the Arkansas locals). I got some great recommendations from many of the front desk agents, our favorite was Darrell. Super friendly, very knowledgable, and made us feel at home.

Unfortunately, the positives stopped there. In our room, there was a loud clanking noise near where the furnace was, that came on about every 15 minutes, which made it incredibly hard to sleep with kids. We didn’t get room service a single day we were here. There was only 1 day (Thursday) we declined room service because we were in the room at the time and the lady said they couldn’t come back later. But both Friday and Sat we came back to the same dirty towels and sheets.

These were inconveniences, but not the end of the world: Our digital key wouldn’t work at all, and in the right elevator none of the buttons worked. Again, not the end of the world, but when you charge more than most hotels in the area, you would think you would get the little things right.

This was close to a 3 star, but honestly the no room service frustrated us quite a bit. The place just felt filthy the whole time we were there, and that’s...