Hilton Garden Inn Little Rock Downtown — Hotel in Little Rock

Our experience started when we waited a half hour in the 95° sun hoping a valet would greet us. It took so much time to talk to someone, Marcus, to actually helped us out. After the valet debacle, we spoke with the front desk associate, Anthony. They didn't have any luggage carts so we had to use a flat cart that barely fit into the elevator. Instead of helping us, Anthony decided making fun of us for pushing it instead of pulling it would be a fun time for him.

We got settled into our room and decided to get some food from the restaurant that we saw on the website before taking a dip in the pool. We were also very excited to go to the roof-top bar to enjoy the view before bed. Well, the restaurant doesn't exist, even though there are plenty of photos on the site. Our pool reservation got canceled because someone broke glass in it and it had to be drained. (This is the only thing that was actually told to us in truth.) The roof-top bar was "closed for renovations, but we heard different stories based on who you spoke with. One of the things we were told was they hadn't even started working on the bar yet, even though they had ads for it all over the lobby. So no Little Rock view for us. At this point, we're over it. We speak with the night manager, didn't get a name, but he was portly and very unhelpful. He must have had a dose of laughing gas before he talked to us, because the story of our horrible experience was funny to him.

He gave us a couple if breakfast vouchers to make up for the troubles, which we didn't use, we just wanted to get out of there as soon as we could the following morning.

We were also told by this portly fellow that the hotel had just come under some new management who didn't seem to want to listen to the grievances of their guests. We actually saw the owners sitting about five feet from us and they did not intervene or try and help us.

Apparently, we were not the first people to make many of these observations. In fact, a very well-dressed couple were fuming as we waited for valet that they were late because of the bumbling staff. Come to find out that the Valet workers are contracted out and aren't employed by the hotel. So they have no obligation to be courteous to the hotel guests. And, believe me, they were not. They were rude, incompetent and very absent. Again, Marcus was the only valet there that had a clue.

Our solace came the next morning when we spoke with Lowell, the morning manager. As soon as our story began, the understanding fell on his face. I apologized for being frank with him about our situation and he actually smiled. He told me I was the nicest person he had talked to that morning. Granted, this is around 10:30 and he told us that he had already called the police on someone for getting out of hand.

That alone is very telling of our entire experience with this place.

Do not be allured by the photos on the website of this hotel, they are lies. If you're looking for a fight or just want to ruin your vacation, please stay here. This place was an absolute nightmare and I hope The Patels actually listen to guest complaints and try to fix these issues. I'm not one to exaggerate, but we did not see one happy person...

Booked here over Travelocity and when we arrived found out valet parking was $27/day. You can park on the street but they tell you one the weekend you could still get ticketed. :( So, Austin checked us in very slowly but he had challenges because perhaps he was training? A woman there had to help him. It took about 20 min. It was 10:30pm and we were the only family checking in. I made sure to ask him if we could get a quiet room. He assured me it would be. Room 526 The hotel seemed new and clean. He told us the rooftop bar was open until midnight so we decided to check it out. It was 11pm. First we stood at the hostess location waiting to be greeted or seated and the staff would not look at us and completely ignored us. My husband decided to walk outside to see the view and the staff walked past me and ignored me. I finally decided to walk to the bar outside and sit by two women being helped by the bartender. He also ignored me. He would not give me eye contact. He continued to laugh and talk to them but not acknowledge me. I looked at other staff in the bar and they just ignored me. Then my husband stood next to me at the bar and still NO ONE would help us. So, we decided to not get a drink and head back to the room completely shocked at how rude all of these staff were. It was at least 7-8 staff. Back at the room we started watching a movie but I could hear music. When we were going to bed around 11:45pm I called down at the front desk about the music coming through the vent or walls. Carol answered and told me it was the rooftop bar and when they closed at midnight it would stop! However, Austin told me we had a quiet room. I also told them about our experience at the rooftop bar and all they could say was sorry. Also- Another couple that was with us in the elevator when we left that bar said their service was horrible and they'd never return either. So be aware of this if you're a light sleeper. Bed was not comfortable! Luckily I had ear plugs, but we will never return. Breakfast was ok and my husband liked the biscuits and gravy. Stephanie was great and provided fantastic service! Hilton Honors member and not impressed!

Side note: If you like Starbucks there is one 9 min walk away in the Marriott near the Riverwalk. Also, there is a beautiful sculpture park behind the Marriott. I wish we had stayed...

This hotel is really nice. It’s clean, aesthetically pleasing, the people are friendly, and it’s conveniently located. Professional but laid back enough for you to feel very comfortable. Shout out to Manager Victor for running a positive team. I’ll be back!

PROS:

The breakfast team is super delightful! Kaniesha and the other team members made my morning with their kindness and personality. Breakfast is also better than most hotel continental breakfasts - they were able to accommodate my non-pork bacon request, had almond milk, and a $10 plate special that was very filling! Everything was fresh and many things are made to order. Shout out to the grits!

The valet and shuttle team- very helpful and friendly.

Beds were comfy and had enough pillows. Extra blankets, room had elfa type pullout baskets for clothing next to hanging bar.

The soaps are made w clean ingredients. Paraben and sodium Lauryl sulfate free! I’m super impressed by this.

Super close to the library, River, the damn bridge, and the museum of fine art.

Only a couple of constructive criticism:

I requested as a silver member a lightly later check out when I arrived. That was not noted, and when I told housekeeping, and called front desk - there was a little push back and attitude (slight, but still a turn off). I asked for an extra 30 mins, I was told I could have 20-25. :-/.

upon check in, I was asked if I preferred a high floor or a low floor, and I said - just pick the best room with either a view or one I can relax in. The clerk was friendly, but placed me right under the rooftop bar - where they play loud music. So, that was a little weird, but luckily it closed at 10pm and my evening went on undisturbed. - also to note - one employee told me about it, another one said I couldn’t go bc it was a private event, and the other one said I could go anytime I wanted as long as it was open. So a little miscommunication there.

the wash cloths looked and smelled clean, but when I was in the shower, found three small curly, shave clippings that were not removed in the cleaning process in the washcloth.

All-in-all, I think this is a GREAT hotel and will stay here next time I’m in LR if the prices stay around what they are now. Thanks for...