Hilton Garden Inn West Little Rock — Hotel in Little Rock

My wife and I recently stayed at the Hilton Garden Inn West Little Rock, on Feb 27th 2024 and I am compelled to share our less-than-satisfactory experience. We don't travel often but we were looking forward to the reliable comfort and service that the Hilton brand promises. Unfortunately, this visit fell short of those expectations.

Upon arrival, which was admittedly late at around midnight due to our event schedule, we were too exhausted to notice much beyond the need for a good night's rest. We had expected to start the next day on a positive note with a hearty hotel breakfast, especially since we had specifically added and paid for this option when booking our room.

Imagine our surprise and disappointment when we learned that breakfast service ends promptly at 9 am. This timing seems quite early, especially for guests like us who had late evenings or simply wished to sleep in while on leisure travel. This inflexible schedule is not guest-centric and certainly doesn't cater to the varying needs of travelers.

BTW - I overheard another guest complaining about the same exact thing too. Apparently they also had a late evening the day prior and decided to sleep in a little bit. She was surprised to find out that they were not even serving coffee at 9am!!

Even more frustrating was the interaction with the front desk. When we inquired about the possibility of a refund for the breakfast we missed, we were told that it was impossible due to the "package" we had purchased. This inflexibility is baffling, considering the breakfast was presented as an add-on during the booking process, which implies it could be managed separately from the room charge.

Consequently, we found ourselves heading out to find breakfast elsewhere, incurring an additional cost and inconvenience that could have been avoided with more accommodating service practices.

I had eagerly downloaded the Hilton app, looking forward to a seamless digital check-in and anticipating many future stays with Hilton. But after this experience, my enthusiasm has waned significantly. A rigid breakfast schedule and an inability to provide a partial refund for a service not rendered are simply not up to the standard one expects from a reputable hospitality brand.

While the hotel's physical appearance may have met our expectations, the service concerning breakfast and the unhelpful responses from the front desk staff have overshadowed the positives of our stay. I offer this critique in the hope that it will prompt the Hilton Garden Inn West Little Rock to reassess its service offerings, particularly breakfast hours and front desk training, to genuinely meet the needs...

My husband, 7 month old baby, and I stayed here for 3 nights in September 2021. I was very impressed with the hotel! I have not stayed at many hotels but I think this is one of my favorites I've stayed at! Everything was clean. From the parking lot to lobby to the elevators, pool, dining area, and most importantly the rooms - all spotless! They had Lysol wipes available at the entrance and elevators for guest use. I thought the room was big! We got a room with 1 king size bed. There we essentially like two parts to the hotel room. When you walk into the room you are in the "living room" where there's a tv on a dresser, and good sized desk, and what a would say a full sized couch. Definitely will fit 3 while sitting but may be a little awkward? It was a comfortable couch though! We didn't need the pull out bed though so I can't say if it is comfortable or not. Probably like any other pull out bed though. Anyways the area where the king sized bed was was a little separated from the "living" area. There weren't any doors separating it though but there was a good 8-10 foot gap and in between that space was a big bathroom and the little area for the mini fridge and microwave. The bedroom area had another tv in it and I thought it was spacious too. I would say though that once you pull out the couch I think it would be hard to fit a roll away bed or crib in. It could definitely be done if you move some furniture around. But there wouldn't be much space for luggage or walking. The bathroom was nice and spacious. The shower head was nice and high up which is rare for hotels I guess? Usually my 6'3 husband has to duck/bend down when showering in hotels. But he was able to stand fully upright and still use the shower head! That was a big plus for him. The only downside to the room is the bed was pretty firm! We have a pillow top with a foam insert on top of that so the firm bed was quite a different sleeping experience.

The only negative thing I have to say about the hotel is that I didn't care for the dining experience. The restaurant had a very small menu with prices a little higher than what I would normally want to pay and there was no free breakfast. They serve breakfast! It's just not free like other places...

I had 5 stars, but changed it. We use this hotel once a month because our son is hospitalized here and we are a military family who currently reside in Louisiana. On our way here Friday night there was a really bad accident where a car flipped and landed in front of us on the highway. It was very traumatic for all of us including my 5 year old. My husband had to pull the woman from her car... the wreck caused us to arrive at the hotel at 3AM Sat. I told the man we needed to check and gave him our confirmation number (the hospital reserved the room for us) he then tries to tell me its only been held not payed for and I needed to swipe my card and he pulled it up on the card machine and told me swipe my card. I said there must be a mistake its payed for by the hospital. We stay here every 3 week since April. He then asked for my last name. And mumbled something under his breath. I was looking at the confirmation number so I could confirm it with him again amd he yelled at me loud as hell with an attitude clearly pissed at me for whatever reason I guess bec I questioned why I needed to swipe my card when the room was payed for. Its 3 AM our son has been hospitalized since April and we were helping with a bad wreck on our way here so we are exhausted and to be yelled at that way was deplorable. If he doesn't know how to work a computer or read a confirmation number or talk to people he shouldn't be working there especially night shift when people come in tired. His name is Gregory. Im going to bed, I hope yall dont get stuck with him at your check in....