Rosemont B&B Cottages — Hotel in Little Rock

I booked the cottage for my best friend, whose son was in Arkansas's children hospital. The owner agree to give me a medical flat rate. On the 2nd day I happened to be at a baseball game and was unable to answer my phone while the owner sent lots of text wanting to know if they needed to stay another night and how important it was to contact her and it could not wait (she was very rude). I brushed it off since I know interpretations can be taken wrong thur text.  At that time I was unaware if they had received notification from the Ronald McDonald House to be able to stay there instead of the Cottage. After finding out they did not get into the Ronald McDonald House I message the owner to stay another night for them. She told me to book the cottage through air BNB and that she would change the rate after that was done just like the previous day.  Then she told me that it would be cheaper if I paid her directly after I had already booked through air BNB. I did not know the air BNB was still going to charge me, I was under the interpretation that she would cancel it although that was not the case. I was charged twice. Once from air BNB and once from her personal. The next day they did not get into the Ronald McDonald House again and another friend was going to pay for them to stay another night. Susan told them that I paid for 2 nights and that they would have to get with me to pay me back. I was unaware that I had been charged twice at this time period. I then requested only the money back that would have made it the same rate as the 1st Night they stayed. She denied my refund stating that was never agreed upon even though I have text to prove this was agreed upon.  This has been the worse Airbnb experience I have ever encountered.  I can't believe a person would put this upon me after I was trying to help a friend in a devastating situation.  On top of everything she did not even tell me I was charged twice.  She did not communicate with me about the overpayment and if they would have got into Ronald McDonald house the 2nd day, I believe she probably would have denied a complete refund. I am not a hard person to get along with and was very grateful she offered a medical discount but I am a person that believes people should honor their word. I honestly am in disbelief that am having to write a bad review on a stay that was gifted to a friends in a devastating situation. She even had the nerve to text me threatening to call the guest (who were with their son on life support) and demand they give their credit card information to her. I reading Susan's prev. reviews, I'm not the only one that experienced this.  And i'm baffled at her responses to the bad reviews, throwing blame on anyone but herself and making guest look like they were needy or over the top. This is very unprofessional and disheartening. After sending her a private message on my disappointment, this was her response to me. "Amber, working with you was a frustrating nightmare of incessant text messages, indecision, ignoring all of the guidelines of check-in and check-out times and appropriate behavior. You were thoughtless, inconsiderate, and felt you had no responsibility to make this "good Samaratan" act of yours actually work. You just dumped it on me and went about your weekend life thinking that the important issue was for you to save a few dollars, which of course, I had to contribute. In the 6years I have worked with Airbnb guests, I have never encountered a guest like you. Perhaps you should have put more effort into your good deed instead of leaving all of the effort to me. I will write an equal review about you. You are banned from booking with me. And, I truly hope you are not as miserable and self-centered a person as you presented to me. Please pray for yourself so God will bless you. PS. i was willing to let this ride with no review posted but you have, or course, forced us into a confrontation. You might want to consider...

We wanted to like this place but unfortunately the customer service was horrible. A day before our trip, Susan emailed me to ask if we would be willing to change our room to accommodate her "returning medical guest" who could really use our room since it was bigger. Immediately we hated we were being asked this - we had spent time picking our room based on our preferences but felt bad to not accommodate someone who might need it. We researched the room Susan was asking us to switch to and noticed it was in a completely different location than the main house, which she failed to mention. Also, this room was smaller and lacked the jetted tub I was excited about in our chosen room. It also lacked private parking unlike our chosen room. My husband used to live in Little Rock and said this room was next to a park he wouldn't feel comfortable staying at. We were not even offered a discount or incentive to switch out of our chosen room. We decided to let Susan know we would happily take a refund for our entire stay and stay elsewhere if she would like to accommodate her other guest. Susan stated there was no way she could do this without charging us a late cancellation fee so we could keep the room since they can stay somewhere else. Fair enough but why even put us in this position if it's clearly not that important?

So, we kept our chosen room. We originally booked thursday and friday night but last minute needed to add on sunday night. We were unable to complete the reservation online so we texted Susan and she made the reservation manually. On Thursday, on our trip, I received a text saying they needed my payment method to process the payment for Sunday night. I was asked to send my credit card information via text or call them. Obviously I was not going to send it via text? So I called and no answer. We played phone tag all night thursday and all day friday which wasn't exactly fun or relaxing on what was supposed to be a vacation.

For the cherry on top, there was no breakfast in our cottage monday morning. We had requested and confirmed breakfast for monday morning with Susan on the Wednesday prior. This was extremely disappointing as it was half the reason we booked a bed and BREAKFAST and we did not have time to stop somewhere to eat so we headed home hungry.

I asked Susan politely for a partial refund due to the missing breakfast and she ghosted me.

This place is NOT worth your time and money. Please do yourself a favor and book somewhere else. You get what you pay for, though this wasn't even worth...

Rodents in the Room?!? If you enjoy laying awake, terrified by the sounds of clawing and nawing in the walls by an unknown animal(s?), go ahead and stay here. Book "May's Cottage" like we did. But know that it is not a separate cottage, just an addition to the Victorian main home (their website does mention this). Also know that every room has a step up or down to get to it, so not the easiest place to navigate. Also know that if you aren't tall you won't be able to see in the mirrors very well or reach the cord on the ceiling fan to try to turn it off or at least to a slower speed. But those are all minor issues, compared to the horrible, terrifying noise of unknown animals (rats? squirrels? rodents of some kind!) clawing and nawing. I lay awake til after 2 a.m., pounding on the wall, wondering what it was, and could not alert the owner cause she makes it clear she will not answer the phone.

I communicated with her the next day by email, so I will use her quotes here. I can see from other posts that her attitude is "the guest is always wrong" and she will likely write a nasty detailed rebuttal to my review, but these quotes I use are written by her and I will happily share them with anyone. After alerting her to the issue, she wrote: We diligently check the house for points of entry. I have a 5,000 sq. ft. frame house and we have squirrels. . . We still haven't found their latest entry point but we are committed to finding it now that it was an issue for you.

Note that the owner admits to knowing there were squirrels recently,she had not found point of entry, but would try harder now that it terrified a guest! When I then asked for a 50% refund, she wrote a hostile reply that essentially called me a liar when I claimed I was awake for hours: "I am in the bedroom next to yours. I heard the squirrels for about 10-15 minutes then they left, went to sleep, or otherwise settled down and I didn't hear them again."

Of course she was well aware of having squirrels in the walls, but guests were not alerted to the issue. So she heard them and fell asleep. Just cause she could sleep doesn't mean the squirrels were not making noises for hours! I learned my lesson, in spite of 200+ great reviews (how many family members and friends does she have, anyhow?!?) you can get a good idea of her attitude by reading the poor and terrible reviews. I hope no one else has the experience I had, just beware of rodents and relaxed attitude...