Embassy Suites by Hilton Little Rock — Hotel in Little Rock

Reply to owner,

Sir, not only did I have to switch rooms, but i was asked to leave the entire hotel for letting them know the information on the pests was incorrect and that I had even left one captured on the counter. The theft was never investigated. I hope to speak with you in person, and I certainly won't be letting this go any time soon, as we were treated with great disrespect after a week at this location. You should check your better business bureau reviews, as well because the staff is reported to have treated many others poorly in the last few

UPDATE: ASKED TO LEAVE AFTER FILING COMPLAINT. NO ACTION TAKEN. I literally left a cockroach in a contained glass on the counter for them and the AGM, Ivan Juarez gave me a report that no insect activity was found and did not investigate the theft of my items.

GERMAN COCKROACHES, STOLEN ITEMS.

You know, you usually only get REALLY GOOD or REALLY BAD reviews on here. I have been here for 7 days and have enjoyed myself for the most part. My glowing review despite the "motel 6" condition was on its way. The peeling wallpapers, broken entry doors that dont lock or latch, leaking sprinkler heads for the fire system, leaking sinks, drawings on the wall and visibly dirty things like the sealants on the tubs looking moldy, the outlets absolutely being packed with dust, and the water spots on the bathroom ceilings from a lack of fans in this humid environment were all things I was able to overlook to give a good review.

HOWEVER, on day 7, GERMAN COCKROACHES began coming up the the drains and were found crawling on my son on his sleep. I reported this at approximately 8:30 AM and was assured we would switch rooms as soon as possible. As more began to pop up, my level of freak out began to flare up to. I needed out of the room! The staff told me I could come sit in the lobby until a room became available. I sat in the lobby from around 10:30 AM with all of my families' belongings next to me. I couldn't leave my items in the room for fear of a hitch-biker tagging along. I was offered nothing, aside from another room. I sat in the lobby until a little after 1pm with a toddler through lunch.

I had let the staff know that even though I had all of my belongings with me, that I would need to return to the room to get my refrigerated items. I left my laundry basket on top of the mini fridge to carry my items with for the room transfer. Once our room was switched, we returned to the room to find my basket, my cold brew coffee, coconut coffee creamer, brand new pack of cubed cheese, hotdogs, and chocolate bars were gone. Left behind was my leftover Texas roadhouse meal and a half pound of turkey from the deli.

I shared my concerns about my missing items and management assured me that nothing would have been thrown away and that housekeeping would bring it up to me. Another hour or so passed and finally management returned with my laundry basket, but none of my other items. I let them know what was missing and they seemed to avoid what was right in front of them, which was that my belongings that I had just purchased were taken by a staff member. They asked me to provide a receipt. In the moment it wasnt pulling up on my app, and my frustration level was high. I didnt feel heard or believed. My husband took over the conversation and I contacted corporate who filed a report and told me that the general manager would call me after his meeting.

It has been approx 3 hours since that time and I have not heard anything. Corporate told me that he would sit with me and review the footage, but I have yet to hear anything. I hope to hear back, but it wouldn't change this review much, regardless.

I just can't wait to leave. I am grossed out, will have to scrub all of my belongings before they enter my home from the roaches, and I feel my sense of safety and security had been taken.

It was like $25 worth of food. Its not much, but it isn't the total of the food that is disturbing. It is that my sense of security is gone and I have to continue to be in this...

Embassy Suites Little Rock, Arkansas – Mixed Experience Review

Overview of My Stay

I recently had two stays at the Embassy Suites by Hilton in Little Rock, Arkansas – a short stay on March 1–2 and a longer stay on March 7–10. These visits gave me a comprehensive view of the hotel’s service quality. Overall, my experience was mixed, with some truly exceptional service from certain staff members, contrasted by a few significant issues that impacted my stay.

Exceptional Service Highlights

During my stays, I encountered several staff members who went above and beyond in providing outstanding service: • Chita – A staff member who provided outstanding customer service throughout my visit. She consistently went the extra mile to assist guests (myself included) with a friendly and helpful attitude, making us feel very welcome. • Mr. Darrell (Breakfast Grill) – The morning breakfast grill chef, Mr. Darrell, demonstrated excellent hospitality every day. He greeted guests warmly each morning and even remembered my usual order, which added a personal touch to the breakfast experience. • Evening Bartender – One of the bartenders (an African-American gentleman whose name I unfortunately didn’t catch) was extremely welcoming and efficient. He managed the bar expertly, serving drinks promptly and attentively even when it was busy, and made everyone feel comfortable. • Miss Barbara (Kitchen Supervisor) – Miss Barbara, the kitchen supervisor, displayed remarkable attentiveness. She noticed that I had a food allergy and made sure I had an alternative to a menu item (guacamole) I couldn’t have, ensuring I could enjoy my meal without worry. • Housekeeping Supervisor – The housekeeping supervisor also provided top-notch service. They personally ensured my room was cleaned to perfection and well-stocked with essentials. Coming back to a spotless, fresh-smelling suite with plenty of towels and toiletries really enhanced my comfort during the stay.

Areas for Improvement

Unfortunately, there were also some issues and lapses in service that marred my experience: • Management Indifference – When I tried to compliment Chita’s excellent service to a front desk supervisor (who I believe was the General Manager), I was met with indifference. The supervisor barely acknowledged my feedback, which was disheartening. It felt like they didn’t care to engage or celebrate their employee’s good work. • Unhelpful Weekend Staff – I noticed a stark difference in service quality during the weekend. The weekend front desk and support staff were noticeably unhelpful and unfriendly compared to the weekday staff. Simple requests or questions were handled curtly, which made me feel like I was inconveniencing them. • Room Maintenance Issue – A major issue occurred with my suite’s bathroom. The ventilation fan in the bathroom ceiling became detached and partially fell, which released a strong mildew smell into the room. This was unpleasant and concerning enough that I requested to be moved to a different room for the remainder of my stay. • Key Card Troubles – After I was moved to a new room, I experienced persistent problems with my key access. Both the physical key card and the digital key (on the Hilton app) for the new room malfunctioned multiple times. I had to return to the front desk several times to reactivate or replace my keys, which was quite inconvenient and time-consuming. • Late Checkout Denial – On my last day, I called the front desk to request a late checkout. To my surprise, the staff member on the phone responded rudely and abruptly refused my request. In fact, they hung up on me mid-conversation, which was a shockingly unprofessional way to handle a guest inquiry. • Service Recovery Attempt – In light of these issues, I chose to extend my stay by an additional day to give the hotel a chance to address my concerns. During that extra day, I spoke with a staff member named Cody, who was very professional and understanding. He apologized sincerely for the problems I had experienced and documented . I...

I booked five nights at this Embassy for the end of October, as my daughter was having surgery and I needed to monitor her for days thereafter.

First, my suite was very clean and comfortable. There were a few things that weren't right, and as soon as I let the front desk know, they handled it and things were made right.

The breakfast was excellent, with a wide variety of items available on the buffet, and the omelettes were excellent. We also ordered food from the restaurant in the evening, and all items we ordered were delicious! The manager's reception was good as well, with a good variety of food offered.

Now, for the best part...the staff!!! Honestly, I don't believe I have ever stayed at a hotel where the staff was as caring and helpful as here. Every single staff member I encountered went above and beyond to help us. As stated before, I was staying here since my daughter (special needs adult) had surgery and wasn't allowed back to her group home until she was well into healing. I knew our stay might be difficult since we needed extra linens (to ward off infections after surgery), and needed to be able to order food in as needed. But, my expectations were surpassed. When I checked in, Chita was at the front desk and was so very helpful and kind; I spoke with her many times while at the hotel and she truly went out of her way to ensure all was right. Also at the front desk, Kiah was helpful in getting extra towels sent to us, and Wenyu helped me find a wheelchair to use when trying to check out. When I was unloading the car, I had a full cart trying to navigate my way to my room; Kevin, the chief engineer, went out of his way to take the cart off my hands and take it up to my room.

I met Ivan, the manager, my second day there and he introduced me to staff that could assist me in various ways; he went above and beyond to ensure our stay was a good one. Tracey, a food and beverage manager (I believe) was so helpful in passing the word to staff about our situation regarding food, since my daughter was confined to our suite for days. Barbara, at the bar, was literally amazing, arranging for a tray of food from the manager's reception to be saved for us, as we had to go back to the ER on the day my daughter was discharged. Plus, she always had a smile and kind word for me during our stay. Tiffany, also at the bar, was very kind as well. Finally, Jameela (banquet captain) was so gracious, carrying our tray of food to our room, and always greeting us with that smile!

In the kitchen, Chef J was stellar. He also made sure trays were available if needed for carrying up breakfast. He happened to be in the lobby when I had to take my daughter back to ER, and took her in the wheelchair and got her into the car for me; also, he always a kind word! Miss Lu, at breakfast, ensured that I could have a cart to wheel up to the room with our breakfast. She was so very helpful.

Finally, George kept an eye out to make sure we were doing okay as we came and went. And, all staff were so very kind in asking about my daughter and how she was doing. I do hope I've not left anyone out as all staff we encountered were just lovely. Kudos to a staff that obviously cares greatly about the clients, and also takes pride in their jobs. You all made our stay so much better, and I look forward to staying at this...