Studio Lodge Springdale/Cincinnati — Hotel in Springdale

A Nightmare Stay at Welcome Suites Springdale- Thanks to Manager Mandy

After driving 25 grueling hours straight from Nevada with my wife and 2 kids, all we wanted was to check in, shower, and sleep. We'd made a reservation weeks in advance at Welcome Suites, thinking it would be a quiet, affordable spot to rest before continuing out trip. What we got instead was easily the worst hotel experience of our lives- thanks in large part to the manager, Mandy.

We arrived around 9:30a, exhausted but relieved. The front entrance was oddly dim, and the parking lot felt more like a warehouse loading zone than a hotel. I brushed it off, thinking maybe we just caught it on a off day,

Walking inside, the lobby smelled faintly like cigarette smoke and mildew. There was no one at the front desk. We waited about 10 minutes until someone came, looking completely uninterested in being there. That turned out to be Mandy, the manager.

I gave her my name and said I had a reservation for a Queen Bed Suite. She looked at the screen for maybe 10 seconds, then said flatly, "I don't see anything here. Are you sure it's this location?" I pulled up the confirmation email, and sure enough-correct name, date, and location. I showed her my phone.

She barely glanced at it and shrugged "Doesn't matter. We're booked up now anyway. "

I was stunned. "Wait-we have a confirmed reservation. We've been on the road for over a day. We have 2 kids out there in the car."

She just repeated, "Nothing I can do. The system doesn't show you. I don't overbook-maybe you booked through a third-part, so take it up with them.

It wasn't a third-party booking. It was straight through the hotel's website.

I asked if there was anyway she could help us- maybe a smaller room, even two separate rooms we could make work for a night. Mandy rolled her eyes and said "You're not hearing me. WE.ARE.FULL." Then she actually walked away from the desk and into the back office. No apology. No options. Nothing.

I stood there for a moment, stunned. My wife walked in with the baby on her hip, asking whats going on, and when I told her, she was just floored. Mandy had left at that time, and no one was at the desk.She had just vanished- leaving a family of 4 stranded in strange city, after a full day's drive.

We ended up sleeping in the car for a few hours in the parking lot while we tried to figure out another place to go.

Ad here is the kicker- the hotel still charged my card for the night. When I called to dispute the charge a few days later, guess who answered? Manager Mandy. She claimed we were a "no-show" and refused to reverse the charge, even though we had stood at her front desk for 20 minuted and showed proof of the reservation.

I've never left a review before, but I had to warn others: do NOT stay at Welcome Suites- and if you do, pray that you don't have to deal with Manager Mandy. Rude, dismissive, and completely unhelpful- the worst customer service I've ever...

I've stayed in a lot of hotels for business, and this is honestly one of the worst ones I've stayed at. The positive thing about this is the staff. The lady I met was gracious enough to meet me at 2:00 a.m. when I arrived late. She was kind and professional. That was about the only good thing about this day. The room itself is in terrible shape. Tears and rips are everywhere. The shower bar had been broken off at some time, and reinstalled backwards so it's facing end to the tub. There was no shampoo or conditioner available, although I have seen this in lower priced hotels. There was no garbage in the bathroom and the toilet roll holder was broken. My location was not bad. Worst of all, when I arrived, I arrived very tired and didn't look over my paperwork. When I woke up in the morning, I realized that they had charged me $87 for a $57 room. I went down to dispute the charge with the hotel, but there was no one available by the time I had to leave. I will definitely not be staying at this location ever again. I will also look into...

Honestly, the place isn't the greatest the rooms need heavy remodeling and the hallway looks like a prison. But there's alot more pros then there are cons.

If you got kids there's literally a chuck e cheese up the street, if you're a retro gamer like me you got an arcade 5 minuets from here that has a great atmosphere and good games, for restaurants you got TONS of great choices (I recommend Root Beer Stand) you also got tons of stores nearby, and the staff here are great. My mother is the general manager and I've seen her work her butt off to keep this place as good as she possibly can, she's extremely sweet and willing to help anyone out with any issues they may have. She deserves alot of recognition for her hard work and dedication to a place that had been neglected by its previous managers. So while it ain't perfect it's good enough and if you plan to stay somewhere this place is the place to stay with things to do and also a great church up the road for you religious folk. This is a place with lots of love...