Motto by Hilton Bentonville Downtown — Hotel in Bentonville

The most disturbing and shocking experience I have ever had. BEWARE, there is at least one thief on staff at the Motto Bentonville, and I have filed a police report over it. Most reputable hotels have protocols in place to handle such situations, including contacting the authorities and conducting an internal investigation. Not the Motto.

December 2024, here is what happened. Upon leaving my room and maneuvering my luggage through the door, I forgot to take my $2K Burberry coat from the rack from where I had specifically placed it for departure. I called the hotel back in less than 24 hours to claim my coat, feeling certain it would be hanging right where I had left it, as Room 616 had been cleaned but NOT assigned to another guest. Under such controlled conditions, where only a few people had ever entered the room I was confident of retrieving my coat, but it was no where to be found. I spoke to a total of 3 staff going up the management chain, and ALL acted with complete indifference about the situation.

While speaking with Eric Heany, the General Manager, he said "We tell the staff they can't take any items home with them when they leave work." Really??!! How nice of you Eric. It's called STEALING Eric, it's NOT "taking items home with you." I'm absolutely beside myself over this. Eric nor the others even attempted to apologize, but instead blamed me by saying, "People leave things behind in hotels all the time." As if to say, "that's the way it goes lady." Unbelievable. NEVER again, NEVER again. And all of this happened after the following experiences: I couldn't check into my room until 5pm due to cleaning issues. My sink was clogged. The smoke detector light was flashing on and off, and after reporting it in the afternoon of my second day, I returned at 10 pm that night to find it was still flashing! Basically, I had to sleep with a strobe light by my bed all night. When I told the girls at check out that the detector had not been fixed,... right on cue, they acted with complete indifference. No apology for any inconvenience it may have caused me. This was my second stay with the hotel, and my first is described below. August 2024, I encountered the same problem with the smoke detector and was told that "Maintenance," said it is normal for the smoke detectors to flash. I told the front desk no it wasn't and insisted maintenance return to the room where I waited. The maintenance man examined the unit more thoroughly and found that the detector had not been properly connected. Exactly! Continuing on with my first stay, the toilet was leaking, and I had to move all my items to another room. Again treated with such indifference about all the inconveniences. Never an apology, or expected responses from an upscale hotel. The attitudes of the staff were my main motivation for writing this review. There are too many great hotels out there that take pride in their customer service, not to warm people...

The most disturbing and shocking experience I have ever had. BEWARE, there is at least one thief on the cleaning staff at the Motto Bentonville. ||Upon leaving my room and maneuvering my luggage through the door, I forgot to take my $2K Burberry coat from the rack from where I had specifically placed it for departure. I called the hotel back in less than 24 hours to claim my coat, feeling certain it would be hanging right where I had left it, as Room 616 had been cleaned but NOT assigned to another guest. Under such control conditions where only a few people had entered the room I was confident of its return, but it was gone!!!!! I spoke to a total of 3 people going up the management chain and ALL acted with ||complete indifference about the situation. ||Eric, the General Manager, said "We tell the staff they can't take any items home with them when they leave work." Really??!! How nice of you Eric. It's called STEALING Eric, it's NOT "taking items home with you." I'm absolutely beside myself over this. Eric nor the others even apologized, but instead blamed me by saying, "People leave things behind all the time in hotels." As if to say, "that's the way it goes lady." Unbelievable!!! ||NEVER again, NEVER again. And all of this happened after the following experiences:||1. I couldn't check into my room until 5pm due to cleaning.||2. My sink was clogged.||3. The smoke detector light was flashing on and off, and after reporting it the afternoon of my second day, I returned at 10 pm that night to find it was still flashing! Basically, I had to sleep with a strobe light by my bed all night. When I told the girls at check out that the detector had not been fixed,... right on cue, they acted with complete indifference. No apology for any inconvenience it may have caused.||This was my second stay. ||4. My first stay, I encountered the same problem and was told that "Maintenance," said it is normal for the smoke detectors to flash. I told the front desk no it wasn't and insisted maintenance return to the room. Come to find out the detector had not been properly installed. Exactly! ||5. Continuing on with my first stay, the toilet was leaking, and I had to move all my items to another room. Again treated with such indifference about all the inconveniences. NEVER again,...

The most disturbing and shocking experience I have ever had. BEWARE, there is at least one thief on the cleaning staff at the Motto Bentonville. ||Upon leaving my room and maneuvering my luggage through the door, I forgot to take my $2K Burberry coat from the rack from where I had specifically placed it for departure. I called the hotel back in less than 24 hours to claim my coat, feeling certain it would be hanging right where I had left it, as Room 616 had been cleaned but NOT assigned to another guest. Under such control conditions where only a few people had entered the room I was confident of its return, but it was gone!!!!! I spoke to a total of 3 people going up the management chain and ALL acted with ||complete indifference about the situation. ||Eric, the General Manager, said "We tell the staff they can't take any items home with them when they leave work." Really??!! How nice of you Eric. It's called STEALING Eric, it's NOT "taking items home with you." I'm absolutely beside myself over this. Eric nor the others even apologized, but instead blamed me by saying, "People leave things behind all the time in hotels." As if to say, "that's the way it goes lady." Unbelievable!!! ||NEVER again, NEVER again. And all of this happened after the following experiences:||1. I couldn't check into my room until 5pm due to cleaning.||2. My sink was clogged.||3. The smoke detector light was flashing on and off, and after reporting it the afternoon of my second day, I returned at 10 pm that night to find it was still flashing! Basically, I had to sleep with a strobe light by my bed all night. When I told the girls at check out that the detector had not been fixed,... right on cue, they acted with complete indifference. No apology for any inconvenience it may have caused.||This was my second stay. ||4. My first stay, I encountered the same problem and was told that "Maintenance," said it is normal for the smoke detectors to flash. I told the front desk no it wasn't and insisted maintenance return to the room. Come to find out the detector had not been properly installed. Exactly! ||5. Continuing on with my first stay, the toilet was leaking, and I had to move all my items to another room. Again treated with such indifference about all the inconveniences. NEVER again,...