SpringHill Suites by Marriott Little Rock West — Hotel in Little Rock

I spoke with someone directly at the motel when I made my reservations. He was very nice & accommodating. He gave me the medical rate, which I appreciate. I requested a suite that had two separate bedrooms like was described on the motel website. He told me they did have that type of suite. I also requested that we be on the first floor. He said that would not be a problem. Our daughter was coming with us & she smokes. I was aware that this is a non smoking facility, but it did state that there was smoking areas. I ask him if these were in a safe location. He assured me the smoke areas were safe. When we get there to check in, the receptionist at the front desk had no personality. to begin with, she said we were on the second floor. I told her I had requested a suite on the first floor. She said all the first floor suites were one king size bed only. I told her that is not what I was told when I made the reservation. She said that is how it was. We went to our room, which I will say was clean. The furnishings not so great but okay. The beds were in the same room like a regular motel setting. They were not separated like I requested & was I was told they would be. My daughter & I went to see the smoke areas for their safety. They are located at each end of the motel not very well lit & not safe looking at all. There is a smoke area in the front of the motel & that is the one she used. While we were down on the first floor, I asked miss no personality at the desk about the rooms not being divided. She said that was how all their suites are. They aren't separated away from each other. She said she guessed the wall separating the sitting area from the beds indicated two separate rooms. I told her that it seems like I was given a sales pitch. They say they have what you need & want to get you there, & then it's, "oh well". That makes three lies I was told when making my reservation. After the first night, we realized the beds were going to be a challenge. They were very uncomfortable. So much so that my husband opted for trying to sleep on the sofa, which was just as bad. When traveling this far (Birmingham, AL) for medical testing, you at least want a comfortable place to sleep. The night before we left, my daughter was down in front of the motel smoking. A light came on on the third floor & the curtains were open. She just glanced up because the light caught her eye. When she did, there was a man standing in the center of the window with the curtains open & the light of the room on, naked talking on the phone. I know the motel is probably not aware of such things going on unless they are told, & it seems there are more perverts everywhere you go now days. None the less, this is why I request safety in & around where we stay. With more negatives than positives with this stay, we will not stay here again. I want to be told the truth when I make a reservation not a...

I stayed at this location often every time I came in town. I highly recommend this place two family members and we also use this location for our family reunion. However last month I choose to stay this location while I was getting work done on my house. Ran into a small issue that i did not make a big deal about it. My room wasnt cleaned the front desk attendant told me I will give you a discount on the room but I will have to check with the front desk agent the next morning. However I had a late check-out I made it back to the room around 2:20 went to the room use the restroom came back and ask the front desk attendant about the issue that happened the day before about the room not being clean and I also told her I wanted to extend my stay. At this point she told me she had already checked me out. "PROBLEM" at no time should I guess be checked out and his or her belongings are still in the room. Moving forward so she gave me a higher rate I question the rate and informed her has she not check me out I will still have the same rate. So I told her well just give me my cash deposit back and swipe my card for the extra night and I will talk to the GM the next day. She told me I'm refusing service i had no ideal why she refused service I was not mean I was not disrespectful and I never one time raise my voice. So i said ok got my things got in my car call Marriott Rewards made a complaint in my complaint I said everything I just stated. The representative called the hotel spoke with the young lady the young lady told the representative she felt threatened. Thats why she refuse service. And the representative also stated to me that the young lady seem all over the place. If if she was making it up as she talked about our encounter. So I made a reservation at another location at a much higher rate so it was never about the money it was the service that was being provided. A few days later I spoke to the GM the GM inform me that the representative put in my complaint that I said that the GM said get the F off the property. Not one time i ever said that. And I spoke to management with customer care of Marriott Rewards and they said they cant do anything. I felt this was a major problem and basically no one cared and I was not valued as a Marriott Rewards member. This whole experience has showed me racism is real a black man with a beard is a threat. So before you stay at this property I will advise you to shave because you may...

During our 10-night, 11-day stay, all hotel staff were helpful, responsive, and courteous in responding to a number of problems arising during the stay, as follows:

A. SECURITY KEY CARDS. The security card system performed poorly throughout the stay. Doors oftefailed to unlock due to discharged or dead batteries. Upon issuing a replacement key, hotel staff need to inform guests that all cards will be disabled, and they must issue new cards for all guests needing a card for that room.

B. NO BAR SOAP. Upon checking in we could find no bars of soap for use in the bathroom or kitchenette sinks. Upon calling the front desk, we were informed that such essentials are no longer provided in this hotel. Really?

C. SHOWER SOAP DISPENSERS. Adhesive for all three failed and dispensers fell to shower floor.

D. GUEST-TO-GUEST-ROOM DIALING INSTRUCTIONS. Printed instruction of room phone are obsolete. Do not "Dial 7 + room number". Just dial 3-digit room number. Hotel should replace or cross out "7 +" on the phone's placards in all rooms.

E. REQUESTING BED SERVICE. We learned that unlike most hotels of such rank in the past, guest beds are not routinely remade every day. This is not always needed or desired, of course. But a better system is needed to request such service, or to change the sheets after a few days, other than looking for a hotel staffer in the hallway.

F. IMPROPERLY INSTALLED TOILET FLUSH MECHANISM. Toilet tank leaked water into bowl often, wasting water due to excess chain on flush-handle shaft blocking closure of rubber plug-seal in the bottom of the tank.

G. 3RD-FLOOR ICEMAKER NEVER FIXED. During our 10-night, 11-day stay, the icemaker on the 3rd floor was out of order. This should have been enough time to get it repaired. Is it still broken, now 11 days later?

Other than all these minor problems, we did find this hotel generally clean, comfortable, and a nice place for an...