Staybridge Suites Little Rock - Medical Center by IHG — Hotel in Little Rock

Remove Amanda or retrain her! She is a mean spirited woman with no compassion and Terrible attitude,leadership and professionalism: A Nightmare Stay: A Guest's||Experience||On Friday, March 28, 2025, my family and I faced an incredibly distressing situation at a hotel during a difficult time. We had traveled to Arkansas for my granddaughter's funeral, and our experience at Staybridge Suites was anything but comforting. ||Reservation Issues at first.||We made our reservations on the 24th and 25th of March, expecting a King Suite due to prior arrangements. However, upon arrival, we were greeted by a woman named Amanda, who informed us that our room was not what we had booked. Right after her asking what brought us to Arkansas. We told our granddaughters funeral. ||Her attitude was far below poor. She even informed us that she doesn’t acknowledge whatever the reservations staff promises guest , because they’re a different company (IHG).||In other words,Instead of the promised rollaway bed for our daughter she again said they do not honor promised items from IHG (reservations). At this point we checked in she gave us our room.||We went to the room (not knowing it wasn’t the king suite we had reserved ) and realized it was studio with no privacy door and it had torn bedding and scratches on tables or adequate space. We returned back to the check in counter. I explained we reserved a king suite (with a door for everyone’s privacy) not a King Studio, which lacked the necessary privacy for our teenaged daughter who was accompanying us. I also shared with Amanda that the linens were torn and the furniture was damaged (see photos). She became annoyed , i showed ||Desk clerk , Amanda the pictures and email confirmations of our reservations. Desk clerk Amanda insisted that she did not have to honor the notes or emails from IHG . She said all she could was upgrade us to King Suite and charge an extra fee. Despite our credit card already being charged with my military discount,for the of cost of a military discount for a king suite, she insisted we pay more and would let me know later, after she’s taken care of other customers (who arrived after we diss). We went ahead and paid the additional cost due to it being late at night. I also requested that she call us before she charges our additional fees. It was too long of an ordeal already and we hadn’t even had dinner. She agreed to call before she charged my card.||We went to go check in to the king suite.||||After checking into the room, we left our luggage and went for dinner.||I knew we would probably what we returned from dinner late and we were already tired so my daughter and I agreed to make her bed keeping in mind. We never did get a rollaway bed because they said they didn’t carry a rollaway bags. So she was left with the sofa bed. we got the bed bag which they keep in the closet out of the closet and we discovered that the white blanket had pinkish stains all over it and there was hair in the pillowcases so we said we take the bag back on our way out to dinner and that we just asked for another one. We went back to the checkout counter. We noticed there was a line of folks waiting to check in so I stepped to the side with the bag and try to get her attention Amanda and she didn’t hear me at first, so I said, excuse me and she looked over, upset at us with a frown on her face and said yes, I showed her the bag. I showed her the contents and told her that the bag the sleeping linens were dirty and if we could get another bed bundle in a bag she took the bag aggressively and said words “Jesus” !after she came back with the bags, sat on the desk never said I’m sorry for the inconveniences here you go. she kept looking at the other customer and walked back over to assist them.||We took the lines back upstairs left for dinner. ||At dinner I decided to check my credit card to see if she put charges on it because I hadn’t heard from her and it was already an hour. As I assume she charged my card an extra $58 for the King suite on top of what I already had paid .||||Return back from dinner went up to the room, settled in unpacked even put clothes in the drawers and my daughter. I attempted to remove the pillows to get out the pullout bed.we attempted to use the pullout couch bed, only to find blood stains that suggested the mattress was not clean. because of it being late, we turned over the mattress to find a large stain on the back. It looks like someone may have urinated on it. I called down to the front desk to report the issue, and Amanda yelled “I’m coming up”! She came to (see photos) inspect the mattress. Her reaction was not one of concern but rather frustration that we had even reported it.||Despite my calm demeanor and willingness to find a solution, Amanda refused to offer us an alternative mattress or room. Instead, she abruptly suggested we leave the hotel and even said she was going down to lobby to call the police, and have us thrown out. This was shocking given our situation of my daughter exhausted and at this point, it’s around 11:30 PM. Too late to be put out into the streets .||To our disbelief the police arrived, they were supportive and expressed disbelief at the treatment we had received. They too agreed that the sleeping sofa was filthy and stained. The female officer asked why didn’t she just change it or your room, instead of this. I have no answers and was completely disgusted, upset and embarrassed for my family.||The woman police officer agreed she wouldn’t even have her family member sleep on that couch and it would’ve been easier to just give us a new mattress or change our room we would’ve had to have done all the work not the desk clerk! unfortunately ,They informed us that, legally, in Arkansas a hotel can ask guest to leave, but they also recognized that our complaint was valid. They advised us to seek better accommodations, because they by law have to now wait for us to vacate the premises. At this point, I asked the female police officer if we could go downstairs and talk with the new front desk clerk that it just started her shift. The old front desk clerk Amanda left before the police arrived. The female officer said sure let’s see that would be better than that way. We’ll just leave . Of course, as anyone would be especially a mother with a child wanting to go to sleep and a grieving grandmother. I was so upset , this happened just hours||Before our granddaughters funeral .Finding Relief||Thankfully, we found a room at Embassy Suites, where the staff was caring and accommodating. They offered us upgrades and provided complimentary snacks due to our circumstances, proving that customer service could be handled with empathy and respect.||Final Thoughts||Our experience at Staybridge Suites was deeply disappointing, dangerous, and very unprofessional. Please read my review and any other reviews on there. They’re probably on point. I would not advise anyone...

We feel this could be a very good hotel and that overall the rooms and the building were nice. But an incident occurred with the front desk behaving very unprofessionally and lying to our face in such a way that we would personally never stay here again.

However, because we believe this could be a very good hotel, we are leaving thorough suggestions rather than being vengeful.

First the Pros: The rooms are well designed, we appreciated the style/decor, everything was working, and the rooms were quiet (no highway noise, etc.).

A few aspects of the room design that could be improved:

1. Two things were odd about the room layout. First, the TV is parallel to both the bed and the couch, meaning that it's difficult to watch TV from either the bed or the couch. This could be solved by getting a TV with a pivoting stand, or mounting the TV to the wall instead of resting it on a dresser.

2. The other oddity is that the dresser is WAY too close to the edge of the bed, leaving approximately 12" - 14" between the corner of the dresser and the bed. You're almost guaranteed to bump either your foot or your knee on the corner of the wooden dresser if you get up during the night or aren't paying close attention as you walk.

3. Overall the decor is elegant, but it's odd that 2 pieces of art on the wall have table lamps directly in front of them blocking them. It's definitely a design faux pas which brings down the classy feeling of the room.

4. We really like that the room has 2 big windows, but wish that the windows had blackout shades to keep the light out while sleeping. We also feel that it would be nice if during the day the curtains could be drawn back further, whereas currently the curtain block almost half of the windows even when recessed.

The reason we would never personally stay here again is on account of the unprofessional and unkind customer service from the front desk. This was our experience:

We arrived late in the evening on a business trip and requested late checkout of 12pm instead of 11am (i.e., 1 extra hour). Typically this has never been as issue at any IHG hotel given our status. We were told we'd need to call the front desk in the morning to confirm this. When we called in the morning the front desk lied to us telling us that because they were all booked they could not offer a late checkout.

How do we know they lied? They sounded so fishy when they were talking to us that it prompted us to go to IHG's website and try to book rooms. Many, many rooms were available (20+). It would have been okay if they had just told us the truth, but lying and being so unwilling to be flexible about such a small request really rubbed us the wrong way. I think the staff has forgotten that they are in the business of hospitality, and that we have countless options when booking hotels. We will stay at a place that treats us professionally and doesn't lie to us...

I book this hotel through ihg reservation agent.near two to three week ago.and request for earliy check inn.it was my read teip from houston to arkansas .I call many time to hotel for make sure eraly check inn request but no one pick up .I call ihg day before that no one pick up my phone at hotel .ihg agen male kam defend stay bridge hotel and tile me that staff might be busy call them later .I told ihg agent kam that I am trying to call hotel by several days .and I am ex ihg hotel holiday inn houston manager .please help me .kam was roud and said if you are ex Manager of hotel than why you are calling to me and he hang up my phone.any I arrive hotel at hotel there was Jessica front desk agent no meet no greet. While I was heading to arkansas from hotel Tracey call me and request me change my studio suite to disable room I excuse here and request her for early check inn.i arrived at hotel front desk for check Tracey Was front desk agent .she roudly told me that room is not ready .I told here I call you many time for early check inn request .than I call hotel front desk phone number in front of her call was going properly but not ringing .they turn off phone ringing. O was so surprised. Tracey was so so rude and said she can not give me early check inn.i f I need early check than I have to pay 75$ extra than they will send house keeping to clean room and will try check inn before 3 pm.omg .I left hotel and I had no place to go and was soo tired after long drive .and spen 3 hour on little rock road three hour with my family .at 2.50 pm Tracey call me and said I can check inn.room 433.room was so clean and nice view .thanks to God finally I got my room. Next 2nd after check inn i was thanks God in half dree .the house keeping open the door of my room at 9.30 am .my family get so upset. Than next day again house keeping open room door by manual key. And agin i was not in complet dress.i mean come on. Who th hell they are with out information they attempting my room door open .also the room air condiion were so noisy. Could not sleep properly by ac noise . At the time of check out there is no one at front desk after desk .after few minutes she came at front desk ni hello no hi .I she was at lunch at back office she had spoons in her hand .I ask here check out invoice .I left hotel with so bad bad bad experience in my life .I mean how possible that ihg not monitoring this hotel staff poor service with attitude. I will never recommend this hotel . They charge me extra amount as well .I would not recommend this hotel due to unprofessional staff. And ill ask ihg failure to control this property accordingly. avoide this hotel. staff is completely unprofessional and has no...