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Embassy Suites By Hilton Little Rock

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Embassy Suites By Hilton Little Rock

About

Our Hotel

Address: 11301 Financial Centre Pkwy, Little Rock 72211
Phone: (501) 312-9000
Parking: Lot, Street
State: AR
City: Little Rock
Street Number: 11301 Financial Centre Pkwy
Zip Code: 72211
categories: convention center, hotel


Reviews
Overall, I get the impression that the hotel is struggling with getting enough business to upkeep everything. There are lots of small maintenance issues that chip away at the more premium experience they are trying to sell. I also think the management isn’t paying enough attention to the details, like having things which are out of service pool, garage gate marked to easily avoid inconveniencing guests. The common areas are pretty nice, including the pool area and the large lounge/dining area in the atrium. The breakfast was good overall with a good variety, and they have staff who prepare omelets to order. The quality of the juice and coffee machines’ output isn’t very good at all. The staff are all fairly friendly and helpful. However, you cannot contact them from the room phone and they expect you to text instead. The room phone goes to a hassle of an AI receptionist that can’t get the humans to pick up the phone. Go downstairs and ask and they’ll show you a wrinkled piece of paper you are expected to have from check in which has a phone number to text. So, it’s your fault… Stayed in 533: Our room was a little moldy, lots of small maintenance issues eg luggage stand falling apart, lots of scratched up trim and fixtures, dirty vents and a huge dark spot of dust or mold on the ceiling, mini fridge missing a shelf wall, doors not shutting properly, etc.. One of the two garage entrances was broken and unmarked, causing a lot of confusion. Overall, I’ve been in similar rooms in better shape that cost a lot less. Speaking of the garage, we came out one morning to find a couple of massive adult toys on the ground near our car, which made for an awkward conversation with the young woman at the front desk asking them to have them removed… it really elevates the overall experience of the hotel. Several people just walking through it off the street. Also noticed a woman in the corner charging her phone off an outlet, she wasn’t staff or a guest. We also had at least two instances of staff coming into our room unannounced. The first: a man apparently housekeeping opened the door unannounced. Our room lock was active so, we got up to ask him what was going on and he couldn’t speak English. The second: a man apparently maintenance just opened the door and when I asked him who he was proceeded to ask if I had the bathtub running. Also had a random middle aged couple knock, say “sorry we’re late” and try to walk in. It doesn’t bother me as much as a male, but I flat would not recommended unaccompanied women staying here without precautions. I took my family down to the pool, about half an hour after open time and found it full of powder. I asked staff at the front who had to call around to find out that it wasn’t yet cleaned and ready to open. So, we had to all turn around which was mainly an avoidable headache with the children. Another maintenance issue: the pool bathroom also has several problems but the big one is the door doesn’t latch or lock. My grandmother booked rooms here for multiple nights and spent probably upwards of $1K per room. I wish she could have read these reviews first. And, Mark, or whatever manager is responding to these, save your meaningless canned response. Rooms: Stayed in 533: Our room was a little moldy, lots of small maintenance issues eg luggage stand falling apart, lots of scratched up trim and fixtures, dirty vents and a huge dark spot of dust or mold on the ceiling, mini fridge missing a shelf wall, doors not shutting properly, etc.. One of the two garage entrances was broken and unmarked, causing a lot of confusion. Overall, I’ve been in similar rooms in better shape that cost a lot less. Safety: Several problems: Parking garage: has several desolate unsafe areas and the whole thing is accessible from the street: adult toys on the ground, several people just walking through it, one was just hanging out in it. Rooms/staff: multiple instances of people trying to enter rooms unannounced two different occasions with male staff, had a random middle aged couple knock, say “sorry we’re late” and try to walk in. Walkability: There’s a couple walkable restaurants, but the road outside is quite busy and not pedestrian friendly. Food & drinks: The breakfast was good overall with a good variety, and they have staff who prepare omelets to order. The quality of the juice and coffee machines’ output isn’t very good at all.
Food for purchase at the bar is mediocre at best, like they sourced ingredients from the Dollar Store. My salad had bad greens, weird fried “chicken” that was barely passable for nuggets I might give to kids. They were bad. The salad had a funny taste to it. Breakfast, which is usually decent at Embassy suites was not good here. The omelette cook was fine, but coffee was bad, other food in the “warmers” was cold. No one was around to keep things cleaned up so tables were dirty and not picked up. The carpet on the floor and first floor was not vacuumed, you can tell. Also had a weird thing happen. At 4 am, I happened to be awake because of some kind of pounding, sounded kind of mechanical, on the floor above. It finally stopped and then maintenance started entering my room! I realized I hadn’t set the lock on the door - I won’t forget now! I had to tell him someone was in here - and they said they didn’t realize anyone was in here and closed the door. Why don’t they know what rooms have occupants? When I got to my room there was a heavy musty smell in my room. My towels seem to have a slight damp feeling. Bed was fine. Embassy Suites used to be good but it’s really falling in quality and service like most Hilton properties. It’s sad, especially when I travel so much for work. I expect a decent standard from Embassy Suites, this location, like many, are no where close.
Nice hotel, staff is lacking. We usually stay at Embassy Suites due to the room sizes and the ability to sleep 6. When checking in you’re asked to provide the number of guests so they can charge appropriately and they can have the room ready. There were no sheets for the fold out couch, called down and no answer 3 times. Went down and got them, with no pillows, finally got pillows, time for bed. 4 towels in the bathroom for 6 people, shower gel was empty. Used the chat function on the app, still had to call and finally get someone. Evening reception had the rudest bartender I’ve ever encountered, not just at Embassy Suites. I know the manager reads these comments, I think the staff needs some managing. EDIT: bathrooms downstairs out of order, water fountains don’t work. You can’t even get a cup of water for the evening reception without talking to the previously mentioned bartender. What purpose does locking up kids drinks behind a bartender counter serve? Put those jugs on the table by the snacks. They also allow non-EV drivers to park in EV spots that they’re charging $12-17 for. UPDATE AGAIN: straight Scotch and Whiskey are watered down with sweet tonic water for some reason, who am I kidding, we know the reason.
This place looks nice from the outside. At the time of my visit they seemed to have issue with their phone system and elevators. I hope they got it fixed as it made it impossible to get a hold of anyone at the front desk. Also their fitness center products like their peloton Bike needs maintenance as the seat is broken and if a person is not careful could cause injury. I gave it 3 stars instead of 2 due to the nice lady checking me In who gave me complimentary garage parking access. They also need better food options for their dining as the burger was nasty and did not taste good and it took a long time to make.
My wife stayed there the night before the wedding with the expectation that it would be at the same standards as every other embassy suites, however, it was not. The first room they were given had a soaking wet carpet floor near the entrance to the bedroom. When they got a new room from the front desk the desk attendant gave them the wrong room number and they had to go back to get the correct room. When they reached their new room the bathroom door was locked and they had to call maintenance up to their room to unlock it. The next day upon receiving the receipt they were charged for dinner that they never ordered. When trying to call the hotel front desk to sort out the extra charge it took an extraordinary amount of time to reach anybody! This hotel does not meet the standards for an embassy suites. I would not recommend anybody to stay here.
We didn't have a great experience at this Embassy Suites. The brand is known for a certain standard, and though the renovated lobby area would reflect it, the rest of the hotel and service fell short. First, $12 minimum parking charge is added to your bill. That's how the rates are $12 lower than you might expect. And the spots are too small and just outside in an area that is not challenged for parking. And don't expect any additional security for those $12. Second, our room smelled musty. And this was after changing rooms because the first one was twice as musty. It could have been the record heat and the AC not keeping up with the humidity, but based off the dated conditions of the rooms and other shortcuts, I'm betting the vents haven't been cleaned out ever. Our bathroom vent didn't even work. Third, there was a lack of consistent security/policy enforcement evident. It was a Saturday night and the whole hotel may as well have been a hotbox. Marijuana smoke was very evident from multiple rooms. Fourth, be it the smoke, lack of security, or general disregard, the fire alarm went off at 4am. They were quick to dismiss it, but it's not as quick to get 3 young kids back to sleep. A couple we met in the elevator said it was the second occurrence that weekend. Finally, breakfast was disorganized. No waiters, no one to check breakfast cards. So an open buffet -- not bad by itself, and certainly welcoming. But the small staff was struggling to keep up with demand. Things as basic as forks were hard to find, and other items only at 8am even, it starts at 7:30 they said were out for the day. Far from my other Embassy Suites experiences. Front desk staff were nice at least.
This hotel was very centrally located for my purpose of being in Little Rock. My Room was comfortable and the staff was good. My star employee was Donna Green. Her assistance was top rate. She ensured that we received excellent customer service and was always on point for any of our needs. The morning breakfast was not as good as they normally are. The omelette bar was was good as usual.
I'm not quite sure why this place has a number when they never bother to answer the phone, over the course of multiple nights and multiple calls. The hotel itself is fine, the rooms are spacious but aren't great. The lobby is nice. The cook is great, welcoming, and incredibly friendly and the breakfast was nice. The dining area however has bugs all over which negates the nice breakfast. Front desk staff were friendly, but overall, other than for the location, I wouldn't choose to stay here again.
The pros are that the hotel was clean, and the beds were comfortable. The free breakfast was tasty and had a custom omelet station. Also, there is a 2 free drink happy hour with snacks in the evenings. The con was the parking. It was a big enough issue that I will choose a different hotel next time I'm in LR. First, they charge for parking - $8 surface & $12 parking garage. There is limited surface parking surrounding the hotel. There is a very dark area in the back that isn't monitored by security, and I didn't feel safe as a solo traveler. Plus, you have to then take an elevator into the hotel and snake through long hallways to get to the main area of the hotel. The parking garage is well lit and also requires an elevator. Although, the parking garage elevator lets you out directly next to the main area.
We booked at this Embassy Suites for a week stay while I was attending a business conference. When we arrived, the room smelled heavily of mold/mildew and industrial cleaners. Two nights into our stay my wife got very sick. Even though we had to do not disturb, sign up, room service, let themselves into our room every morning while we were trying to prepare for our day. Then maintenance tried to let themselves in and I told them my wife was sick and I did not want them in our room. As soon as I left, my wife got a call from the front desk stating that they would come in the room, regardless of whether we wanted them to or not. So she had to deal with strange men in the room that we had paid for for over 40 minutes, while she was violently sick. As soon as I got back from the conference for the day, we decided that we would be leaving partway through our stay. We talked to a manager and explained the situation, and she assured us that we would get a refund for our entire stay. They have not only not made any attempt to make any of this right by us, they have duct and dodged our calls. Please don’t waste your time or your money staying at the Embassy suites in Little Rock. I am a loyal Hilton customer, but this particular location is the worst experience I’ve ever had. And they will not make it right if they ruin your vacation or business trip. Buyer BEWARE!
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