Home2 Suites by Hilton Little Rock West — Hotel in Little Rock

While I have stayed at this property on numerous occasion previously without any issue, my last two visits proved to be quite disastrous. First issue being when I was going to extend my stay for another day and was not told if the limited availability for the night. While speaking with the front desk agent she advise only three rooms were available. While explaining the various information she failed to be sure to at least hold one of the three room from being booked. By the time she was finished the system showed zero availability. The agent wanted to keep questioning me about a failed authorization to which I logged In and could show where the pre-auth was still on my card. She wanted to know what I was going to do about the balance I supposedly owed. When I started asking pointed questions to which she didn’t know answers or how to respond she became very short and quickly had an attitude about the situation. She advised the GM was at WM and would be back soon. I go back to my room to pack my things to vacate the room seeing I was not going to be able to extend my stay. After having everything packed and about to head out I called down to speak with the GM to inquire about the supposed “balance” owed and I was advised I didn’t owe anything and that she had taken care of everything. Two days later I go to use my card and get a “declined” notification. Upon review of my card account I see where the GM charged me for each night individually but then turned around and charged $317.xx for the last two nights stay total. I immediately call to inquire what the double charge was about. The GM explained the error on her part and apologized. While the apology was the least she could do, I did inquire as to the reason I was failed to so much as even be notified as to the error made using the funds with my card? She did state simply forgot and failed to do so which by her own admission what not typical of her to fail to notify a guest. I explained I was still traveling and the I was unable to check into my hotel for the night due to the refund had not processed through on the card as of yet and due to zero notification I was not able to plan accordingly. I subsequently inquired as to how the situation was going to be handled to rectify the error. The agreement came down to receiving 1/2 off for the same room type I had paid for on the stay with the duplicate billing issue. The GM makes my reservation I see it come through on my email and didn’t catch the incorrect room type she had in fact booked for me. Upon arrival and check in all went well. I get up to the room to find out it was NOT the same room in which I paid to stay in on my previous reservation. Essentially get told that my choices were to pay full price for the room type I was of the understanding I would be comp’d the 50% off for or I could leave. Feeling that a language barrier may be a root issue I go down to the desk and request to speak with the GM. The agent phones the GM and i speak with her on the phone. While attempting to try and explain how I failed to see that a lower end / smaller room was comparable to rectifying the error made to which I had to suffer the financial consequences on, I was interrupted and spoke over so many times. Any amount of professionalism went out the window when the GM felt the need to threaten me with that if I didn’t like what she was saying she could proceed to have me removed from the property. It was clear I was not dealing with someone who had a real level of professionalism or rational about them. While I certainly had zero interest in having things escalate to the extent of law enforcement being called over an error to which I had not made, I opted to let it go and deal with the issue after my weekend stay. The next morning I go down to take care of what was going to be my second nights stay at the regular rate for the room type I was in. I had requested to have my digital key reactivated. Clearly the agent had not been trained properly on how to take care of it so she gave me the...

The room was more than I expected. It was a suite, which I didn't realize I was getting so that was nice. it had a living room with a full kitchen, a flat screen tv, a dresser, a loveseat with a fold out bed, a closet and a dining table. The bed was in another room which was king sized (which is what I had asked for). The bathroom had two entrances: one from the living area and one from the bedroom. The entrance from the bedroom had a rolling barn door, which I liked, but my 9 year old daughter smashed her finger in it because it rolled so fast. That part I didn't like. The bathroom was fully equipped with a sink and some storage areas underneath the sink in which the staff had provided towels and washcloths. There was also a drawer that housed a hair dryer. There was only a shower, however, and i would have preferred a shower/bathtub combo since I my daughter is 9 and doesn't like showers. I would also have liked to take a hot bath since I was there to see my neurosurgeon about back surgery and my back was killing me during my entire stay. It's not the fault of the hotel that I have a bad back, but I would have liked a tub so that I could have soaked in some hot water. We did have a hard time finding it because it is located within a shopping center area and was not there the last time I was in Little Rock. That was frustrating for me, but the front desk person was patient with me giving directions. That was nice. We also got to use the pool to the delight of my daughter and it did ease my back pain somewhat since it was warmish. I understand that the breakfast the next morning was limited due to Covid, but there was literally nothing there except egg sandwiches, apples, some instant oatmeal, a few small yogurts and some dried cranberry fruit packages. There was no cereal or bagels or anything else they could have easily put out even with the Covid restrictions. The coffee was good though. I felt like since I paid so much for the room that the effort put into the breakfast was lackluster. Also, when I arrived, i was going to pay cash for my room, but was informed that if I did, I would be charged an extra 250 dollar deposit for the room. Since I only have a card that has to be loaded with money before use, this meant that I had to go over to Walmart to load money onto my card after a 3 hour drive, a neurosurgeon appointment and a frustrating time even trying to find the hotel. I was exhausted and only wanted to check in so I could rest. Because I was so tired and in so much pain already, this caused me to leave my wallet in the public restroom in the lobby of the hotel, so when I got to Walmart to load money on it, I realized with a sinking feeling that it wasn't in my purse. So, we had to race back to the hotel in the hopes that it was still there. It was, thank God, but had there not been such a ridiculous rule about the deposit, I would have been able to pay with cash and would have been able to rest so much sooner. As it was, by the time we got to the room, I could barely walk. So, all in all, the hotel was nice, the room was nice, the room was clean and more than I expected. However, the trip itself was very stressful and painful for me, which again, it's not the hotel's fault that I have a bad back. However, accommodations could have been made and the breakfast was...

Complaint: beware: I booked using a third party by the name of Priceline because sometimes when the hotel isnt busy or projected it gives a fair discount. I reserved two rooms for myself, an adult and four children under the ages of 15 which happened to be for my sons bday gift/weekend. My first red flag should have been I was not able to reach the staff to confirm my reservation for room preferences. But I ignored this because it was a minor inconvenience. I went ahead and confirmed dates and called and was able to reach someone. I expressed that I wanted connecting rooms. Now this is where the story takes a turn. Upon me checking in with what seemed to be “professional clerk” Ankhit. He informed me that would accommodate us, then asked me what was the occasion. I informed me my child had his bday and wanted to stay in a nice hotel. The “clerk’s tone automatically changed. He informed me they dont allow parties and that he would basically charge me a $500 deposit. first he said it was $10 per room to $100, plus $250, $300 quiet promissory note. I said I was not aware but ww were not having a party but he could cancel it. And asked if we would get a full refund. He says he doesn’t know or think so because it was booked using a third party. I asked if that was a problem and if it was why do they use them. He had no response. I asked to speak to his manager or owner. He gave me a card for someone who did not work there and said he never met the owners. I did not believe him. So I agreed to pay all the ridiculous fees and signed a note. Once we checked in we were met with lots of awkward stares and extra unwanted attention. The next morning the wonderful young lady by the name of Tywana who had been answering my inquiries and accommodations stated that Ankhit was and is in fact the general manager and not only did he not bill me correctly he billed and charged another customer with all those ridiculous deposits by accident. I inquired with the third party Priceline and they could only say the deposits was at the Hotel’s digression. But I wanted to make sure people are aware what type of General manager Hilton hired. He was very prejudice, rude, deceptive and used discriminatory practices. The fact he lied about his title and authority and charged another customer should speak volumes on his competence level. I know I was not the first but I should be the last. Then for him not to speak on what was required of me after signing the promissory note, nothing was explained in terms of conditions other than anyone could complain and we forfeit all deposits and fees for rooms. He had not even taken the time to explain amenities or what access I had such as to the gym, pool, or complimentary breakfast etc. The breakfast was poor in terms of healthy options. Now the rooms , the reason we could not check in early was due to them cleaning. Welll. I took pictures and noticed what seemed to be mucus or “other “dried bodily fluids on a curtain near...