Amazing Customer Service!
Reviewed 12 March, 2021
My niece and I loved our stay at this hotel. It was quite the journey to get here though. We arrived after driving through a harrowing rainstorm, witnessing a rather distressing car accident in which a young man rolled his pickup truck on the interstate, (thankfully, he was alright- his truck, not so much) then seeing a corvette whose driver had hydroplaned as well, then drove right off the road and ended up deep into the water, off the side of the shoulder. We stayed with the first young man to ensure he would be safe until the police got there to handle the situation. By the time we ourselves made it into Little Rock, we were thoroughly exhausted, soaking wet, and ready to just fall into bed so we could prepare ourselves for a long day of medical testing on my niece the following day.
Alas, this didn’t happen.
We had made it safely to the hotel, where we met a delightful man at the front desk by the name of Darin. He pleasantly checked us in, as well as letting us know about all of the amenities available. He could tell we were thoroughly exhausted, so he didn’t keep us waiting too long. I was impressed by his customer service skills right away. Having been in management nearly all of my professional career, I took note of his professionalism immediately.
When we arrived at our room on the third floor, the minute we walked in, we were instantly assaulted with the horrendous smell of cigarette smoke. There was no masking this smell. Neither of us smokes so the odor was even more troublesome. Normally it wouldn’t be so bad but when you absolutely do not expect it, it was a complete and total unpleasant shock to both of us. Heather and I unpacked then tried to make the best of this awkward situation. We were going out for dinner so we turned the air conditioner’s fan to high and lowered the temperature to see if that would help in any way. By the time we got back, approximately forty-five minutes later, the room still smelled dreadful so I went down to the desk to see if they had any air fresheners we could utilize.
As I spoke to Darin, he informed me that per policy, he wouldn’t be able to provide me with any type of air freshener, but would I be agreeable to switching rooms? He was cognizant of the fact we had just driven a long way to get here, as well as the traffic situation we had endured. I have to tell you, the concern in Darin’s voice wasn’t forced or condescending in any way. He genuinely came across as a compassionate individual who was looking out for our concerns instead of what the company may set forth in their rules and regulations. There wasn’t a moment of hesitation when he offered to switch our room at no additional cost. The added bonus? Our accommodations would be directly across the hall so my niece wouldn’t have to walk too far. She isn’t exactly handicapped but she is unsteady when she walks so this helped us immensely. I sighed a huge sigh of relief because I, unfortunately, suffer from major back problems, so this helped me as well.
As for the state of the hotel, one can tell they have put a great effort into modernizing and updating their appearance. We were most certainly favorably impressed. Both rooms had contained a nice-sized mini-refrigerator, microwave, individual cup-sized coffee pot, iron & ironing board, hairdryer, alarm clock with USB ports, and flat-screen television. There is a writing desk with a small lamp with outlets you can plug your devices into. This holds true for the lamp that is on the nightstand dividing the two Queen-sized beds in our room.
The mattresses were relaxing; neither was too hard, nor too soft and the beds were like Princess beds as they were a bit higher off the ground. Updated bedding was definitely a great change! No more of those ancient bedspreads in the horrid autumn muted colors, please. We had three feather-like pillows each on our beds as well. The air conditioner looks like the older style units that sit under the window but in all actuality, the command box for this has been modernized and you now control it from a small unit on the wall. We were extremely comfortable during our entire stay.
We also enjoyed the breakfast that was included with our reservation. No, it wasn’t a huge spread one would find if they went out to eat at a restaurant. Typical cold types of offerings one can safely put out with as little contact with individuals as possible are what you will find here. We are in the middle of a pandemic so I wouldn’t honestly expect much else. There is a small machine where you can self-serve two round, thin pancakes at a time. Not the best tasting… but we will leave it at that. Just add lots of the provided Smuckers syrup packers and you will be fine. The rest of your options when we were here were: Quaker Maple & Brown Sugar or Apples & Cinnamon instant oatmeal in a cup, three types of cereal in individualized plastic containers, Yoplait yogurts, coffee, fruit juices, grits in individualized packages, Saran wrapped apples – a safe, DIY help yourself, type of breakfast. It was nice that we had the option to get there before 9:00 AM too. My niece doesn’t exactly like to get up early.
The lobby is airy, light, and has lots of places to safely sit down with room between each guest. There are plenty of televisions positioned in such a way that one can watch the news and be caught up with what is going on in the world without being crowded even without the six-foot pandemic safety recommendations. There is also a small room off from the main lobby that offers a variety of snacks, as well as drinks and frozen foods if one isn’t inclined to go out to eat. Lastly, they do have small things like aspirin, Pepto Bismol, and tampons available to purchase as well.
The Wi-Fi connection was fast, as well as reliable. We never had any problem with connectivity the entire time we were there. Also, the television channels had provided a wide variety of shows that allowed my niece and I to actually agree on multiple shows to watch during our entire stay. This was a rarity for us so thank you!
There is a small fitness area as well as an indoor pool. For full discloser, we did not utilize either one.
You’ll also find that the hotel is positioned in a great location, not too far from retail stores and local restaurants. This really is a wonderful hotel to come stay at. The hotel was always clean, all of the staff we encountered were super friendly and willing to help us if we ever needed anything, and the building looks to be perfectly well kept. We were definitely pleased with our stay.
I will say, just to be honest, that yes, the hallway carpets do look as if they are dated and there are some stains on them but let’s be honest here: hallway carpets get the most amount of foot traffic out of the entire hotel. We all know they are the hardest area to maintain out of the entire hotel. I cannot fault the management too much for some random stains on a hallway carpet if my room is sparkling clean and the staff has gone out of their way to impress me with their professionalism and generosity.
Thank you, Darin, for making our stay beyond outstanding. You did a wonderful thing by allowing us to change accommodations. Our lives were so much better not having to breathe in stale, secondhand smoke for our entire stay here. Your compassion and generosity should definitely be recognized by the management staff. Both my niece and I have serious medical complications. It would have been a rough stay for Heather and me had you not graciously offered to move us to another room. We will be forever grateful for your generosity. Your actions have ensured our return business for our family members.
I will definitely be staying here again, and you can bet your last dollar I will recommend this particular location of the franchise to everyone I know.
A Loyal Customer