Little Rock Marriott — Hotel in Little Rock

We checked in on a Friday around 10pm. We had to make a couple of calls to the hotel from the airport as there was trouble picking up our rental car. We were very happy, that there was shuttle service and were able to picked up fairly quickly. We also received a ride back the next morning to get our rental car. The service was complimentary, and we very much appreciated it!|Check in, went pretty smoothly ( more to come on that) and our room was very nice. Also, the maid service during our stay was excellent! |The one hiccup we experienced was going down to the restaurant the first morning. I had added the valet service (excellent) and the breakfast for 2 in the 'hotel restaurant' to our room reservation. Unfortunately, when we went to the restaurant next morning and announced that we had purchased the package that included breakfast, we were told the breakfast was around the corner in the 'W Club'. I was pretty disappointed because I thought my reservation had included breakfast in the actual restaurant. |The club breakfast left much to be desired. We had what tasted like powdered scrambled eggs, and the rest was slim pickins. Potatoes, bacon, and runny oatmeal. Only other choices we're loaded with sugar; very sweet yogurt, granola and cereal, etc. |Even my plain latte from the machine was sweet and I could not drink it. |The next part was the worst experience of our stay thanks to Samantha, who appeared to be the senior person on the desk and apparently has had no training in customer satisfaction. I went to the front desk to explain our disappointment about the W Club breakfast and found out that we should have gotten vouchers for breakfast in the restaurant when we checked in. They told us that the front desk staff should have noticed the price we paid for the room and given us the vouchers. |During the discussion, when I asked, "shouldn't the restaurant staff have asked if we had a voucher?" she rudely told me that the restaurant does not know the processes of the front desk just as she does not know how to prepare the food. I was shocked at her response and lack of concern. She subsequently ended up saying all the restaurant staff does is collect the voucher. (Which of course indicated that the restaurant is well aware of the voucher process). |Next when presented with the vouchers for our stay, we asked if we could have a friend join us for breakfast the next morning as we had lost out that morning and had paid for it. Her response was an emphatic, "no", it was only for 2 people and we had gotten a $50 value in the WClub. This was absolute nonsense as what was provided in the W club was outlined above. |I really am shocked at a Marriott hotel to have front desk staff so ill equipped and ill trained that they would treat guests in this way. She never smiled, and never even apologized that we had not received the vouchers at check in. We were not rude to her. We did not raise our voices or create any type of atmosphere that should have prompted the response that we received.|In closing, I would stay at this hotel again due to all of the remaing employees we came into contact with and the comfort of the room. Housekeeping, Bell staff, Valet, Airport Shuttle, Room Service, Security, Restaurant (Mariana) were all perfection. We hope to be returning next year and look forward to a longer stay... And also, hoping that Samantha gets a little...

The hotel and restaurant staff are wonderful. We had a glitch at check-in and were well taken care of by Matthew and Miss Robin. The Heritage Grille people, especially Latoya and Tracy, took great care of us and the prices were reasonable, the food was great. The hotel was clean, of course, and location is fantastic for an event at the convention center. The housekeeping staff got to the rooms daily and were pleasant and quick when we saw them. ROOM; The beds are really comfortable, the rooms spacious, and the temperature control easy to keep at our desired level. There was not a microwave, but we never use one anyway. There are shelves instead of drawers and the closet was a bit small for 2 of us. Normally that would not be an issue for a hotel, but our stay was 5 days and I had to shove some of my clothing back in the bag when we had friends over a couple times. The bathrooms were well equipped, but a little awkward since the counter was across the room from the bath/shower so reaching towels meant dripping across the tile floor. WHEELCHAIR ACCESSIBLE room I got for our friend was the check-in glitch. I'd ordered a double with a roll-in shower since another friend stays with him to help with the wheelchair and other medical issues. The reservation company assured me twice that we were confirmed and even had their "ADA" department confirm it, only to find out after we arrived that they do not have a double room with a roll-in shower on the premises and 'corporate' doesn't tell them what type rooms are requested till the day before check-in. Awkward and irritating, but the front desk arranged a king room with a roll-away. It was definitely not ideal, but was the best option. ALSO the thresholds are a beautiful little marble slab, which is not wheelchair friendly, so every trip in and out of the hall and the bathroom was a wheelie-popping experience. The hotel really should address this as it could have contributed to a serious problem without help in the room. CONVENTION center; while you can get to the convention center from inside the hotel easily on stairs and escalators in the lobby, for a wheelchair, walker or stroller you need to go outside to an unmarked door to find an elevator to the convention floor. The exterior door doesn't auto-open so it takes a friend to get someone in and out that way. It wasn't difficult after the first time and hotel staff were EXCELLENT to walk you through it when needed, but was, again, awkward PARKING; the parking garage is a very easy walk and not high priced. The people who helped with bags and loading and unloading were efficient and quick. The valet parking manager was a little pushy and told us we couldn't park our car in the front drive to unload unless using valet parking. I doubt that is hotel policy and we just unloaded there anyhow, but I didn't appreciate that attitude. He was likely feeling pressure of so many checking-in at the same time and most of our group had a lot of canvention...

I will rate this hotel based on the following categories: cleanliness, comfort, price, noise level, odor, amenities, safety, and staff.

Cleanliness: 5/5 This room was impeccably clean. I felt like I had walked into a model home that you see in one of those Better Homes and Gardens magazines. It was so tidy.

Comfort: 0/5 I have a very bad back. For being a luxury hotel, it should be expected to have comfortable beds. In reality, the couch is more comfortable than the mattress, which has no support and is very lumpy. My back hurt and I couldn't sleep as a result.

Price: 0/5 Understandably, it is expensive because it is a luxury hotel. The rating is not based on this, but on all the extra things you have to pay for. Valet parking is $25 per day. The prices of the food in the restaurant and bar are outrageous. And don't even get me started on room service prices!

Noise level: 4/5 There was a little bit of noise from some people talking in the hallways, but that was it. There was no noise that kept me awake at night. It was a very peaceful, quiet place overall.

Odor: 5/5 I am very sensitive to smells, be it cigarette smoke or musty motel smells. Our room had neither. It smelled very pleasant. No horrible odors at all.

Amenities: 4/5 The room size was VERY impressive. It had a sectional as well as an oversized desk chair, separate makeup table from the sink, and a nice desk.It had a digital thermostat which I LOVED because I don't like wall air conditioners. The soaps smelled nice and were of good quality. The curtains were thick enough to block out all the light. What it lacked was a microwave and fridge (which the staff graciously offered to bring up to the room at no extra charge). It also lacked a convenience store.

Safety: 5/5 I felt very safe staying here. You have to use your keycard to access every floor above the fourth level, which made it extra safe. There are always staff outside the doors and throughout the lobby 24/7 which would make it impossible for intruders to enter. The door had plentiful locks on it.

Staff: 6/5 Six out of 5 stars. This staff was wonderful! Everyone was very friendly and accommodating. They graciously offered to bring a fridge up to the room when I was unable to upgrade to a room that came with a fridge. The bellhop Charles was one of the nicest men we had ever met. He was one of the highlights of our trip. This is, without a doubt, the best experience I have ever had with hotel staff.

In conclusion, be aware that prices are expensive at a luxury hotel and the mattresses are not the most supportive for a bad back. Other than that, the amenities are wonderful and the staff are Heaven-sent angels that will make you feel welcome and are always willing to help with...