Sleep Inn & Suites Springdale West — Hotel in Springdale

Horrible customer service. Specifically a clerk by the name of Natalie. Let me start by saying my husband travels for work and is a Diamond Elite member with choice hotels, he has already had 61 different stays this year with various choice hotels this year and it’s only March. He stays twice a week every week at a choice hotel and has done so for many many years. That being said we have never been treated so poorly by hotel staff nor have we ever had the issues we had with this trip. For starters I was traveling alone with two of my young kids for this trip so I was already a tad stressed and immediately upon walking in I was greeted (and not in a kind way) by Natalie. Her tone of voice, lack of smile etc was not appropriate for the job she is in. She immediately made me feel unwelcome and uncomfortable. Later in the evening I discovered there were no linens for the pull out sofa in our room so I went to ask for some. Natalie informs me that I have to pay $20. To which I reply, no I reserved a room that sleeps 4 people, therefor you need to provide me with everything to sleep 4 people. Mind you our family travels A LOT and we have never had this happen. After she argues with me for some time, I finally convinced her to call the GM, Paul, who proceeds to offer me the linens for $10. It’s not the money that’s an issue, it’s the principal behind it. I then asked Natalie, the clerk, to just be moved to a double queen room which she refused and said they didn’t have any available. Reluctantly, I paid the $10 and moved on. |My husband (who was in a different state) then decided to call the front desk to see if they did in fact have any double queen rooms available and a gentleman answered and said yes they had plenty. So I walked back down to the desk and spoke with this gentleman, he then proceeds to lie to me and said they didn’t have anywhere to move me. I called him out and said my husband just called so you’re either lying to me or to the person on the phone. He got very angry with me and told me those rooms are more expensive and aren’t offered to someone who uses points. Which again, is a lie, we have traveled to choice hotels for years and used many points for various rooms. I video recorded this entire interaction and also informed him that I had videotaped it and that I would be contacting choice hotels. |Once getting back to my room, I discover the sofa bed mattress is disgusting and full of stains as well as trash all underneath it. |The king bed in the room had hairs in the sheet as well as a hole in the comforter. The sheets had clearly not been laundered. |Some of my “clean” rags and towels also had stains and were very dingy. |The next morning I requested that the GM, Paul do a walk through of the room with me because I did not want to be accused of anything. He reluctantly walked to the room with me but would not go in to inspect anything, he just stood at the door and said “looks good”. I also explained to him everything I had dealt with, with his employees and he offered zero apology. |Sleep inn will likely try to reply to this review and say that they tell you there’s an extra fee for sofa bed linens when you book online, however I took screenshots of the process online and it does not say that anywhere. |I would highly discourage you from staying at this hotel. ||All that being said, I called choice hotels the next day and they did their absolute best to make it right by refunding the points I had used for this stay. These issues fall solely on the Sleep Inn & Suites in Springdale, AR. Not on choice...

Loved this hotel in the past. We booked this time with points. We reserved a hotel with a king bed and a pull out couch (suite). When we got to our room it was a a plain king room not a suite. ||He was going to put us in 2 queens which would have been fine however When my husband got Down to the desk Pete (front desk worker) was instantly frustrated with my husband, told us we didn’t book that room. I go to the desk, I dropped my phone in the desk, which upset the front desk worker. He then started yelling at me. However I asked why the room wasn’t available. He yelled some more. Told us nothing he could do. Had to wait in manager in the morning. Asked him a few more questions, no answers. I even got on my app and could book a king suite and he told me he didn’t know why. And I know the app won’t let you book a king room with 2 adults and 2 kids. (Which on the cancelation receipt he stated I had booked for 2 kids and 2 adults). He said we could put as many kids down on the website as we wanted, didn’t matter and that we booked a room with only a king not a suite. I also asked if it was a corporate ran hotel or an individual owner. He said he didn’t know. I was calm besides the fact I was getting yelled at. **also after now seeing other reviews with same problem or similar issues. ||I know they will get on here and say how rude we were (seems to be there normal process with other reviews) however I rarely make comments and when I do they are usually a good one. I just have never been treated this way, especially with this chain of hotels. Corporate Customer service was amazing. They were able to give us our points back. ||I will note we we were very excited to stay here and the hotel breakfast area, pool and the room we saw for 30 seconds looked nice and clean. And maybe Pete was having a bad day or something. But if you stay here I wouldn’t ask Pete any questions. ||Also I have proof of the room we originally booked after speaking to customer service, when we were trying to book a different hotel (I just couldn’t stay somewhere that thinks that is ok to do). I don’t believe in the customer is always right however it would have been nice to have an polite interaction and try to help answer...

The reason for the 3 star and not a 5 is because of the bathroom and tv. I bought this to the attention of the manager last time I stayed here. The bathroom door should open out or to there side. The reason being is a couple reasons. If you sitting on the toilet with the door open all the water then your touching the door and if you had to close the door have to get up and move to close the door. Secondly, if you shower it's very dark in the bathroom and if you want the door open it blocks the shower. Ifvyou are in the bathroom want to close the door you have to stand next to or over the toilet. It's just odd. I slept very well. I did not get bothered by noise from outside or in the hall or other guests. The other bad thing I choose not give a 5 star is the TV situation. No features like a timer and no premium channels. What happened to at least HBO or Showtime? I like to rest and have the TV help me fall asleep but like a tv timer so the tv doesn't stay on all night. Oh I tried, no menu options for buttons on Vizio or none on the Cox remote.

I stayed 2 nights this time in town. I used to be a Diamond Member a years or so ago but now I'm down to gold level. But I don't feel like I was special or treated like I was either. I used to get thanked for being such a devoted member and would get a gift with each visit. I interacted with 3 staff members and all 3 looked at me and then looked away. Not a hello or any of that. I came in Tuesday night with my hands full and Noone offered to help with just pushing the elevator button at least.

Free breakfast were available like waffles, eggs, bacon, sausage, toast and cereal options but I did not see fresh items, like bananas, apples or oranges. I like to grab a Nana and a blue berry muffin or yogurt but none was available.

I will most likely stay here again because of location but hope for improvements...