DoubleTree Suites by Hilton Hotel Bentonville

Update: So, following my negative review, I was contacted by the hotel management, had a positive conversation and, while the frustration of the situation lingered, it was resolved to my satisfaction. Many thanks to front desk agent who did everything she could to help us through an unfortunate situation and to the manager who made amends. I'll likely give them another try the next time we're visiting family in the area. Original Review: It is not often that I feel the need to post a one star review but the evening desk manager at this property provided possibly the worst service I have ever received at a hotel... and I have traveled for business extensively. I also gave the hotel and the Hilton Customer Service line a week to correct the issue before posting this review... Apparently to no avail. I had arranged for a morning shuttle to the airport from the hotel. When I arrived, the desk manager failed to notify me that the shuttle was cancelled. It wasn't until I questioned him that he reluctantly told me that the driver had called in sick. If I had not specifically asked I have no doubt he would have left me hanging for the morning desk agent to deal with... and we would have missed our flight. He did say that he would comp us $20 from our bill... Which was an insult as the ride that I eventually booked ended up being $65. I talked to another desk agent who was kind enough to provide a couple of numbers that I could call to try to set up our own ride... she was the only helpful staff person that I interacted with... which I did instead of taking my family out to dinner as planned. The manager stepped aside and let his employee deal with me instead of manning up and taking responsibility himself. I called the Hilton customer service line and expressed my displeasure with the horrible service and, upon following up with them, found that they had referred it back to the same front desk manager who was the source of the problem to begin with... and he told them that he had resolved everything with a $50 credit. He most definitely had not resolved the issue. The correct course of action for the hotel would have been to book the car for us. Instead, they left us hanging, would have let us miss our flight, ruined our evening and forced us to incur extra costs. The correct course of action for Hilton customer service would have been to try to resolve the issue without referring it back to the incompetent manager who caused the problem to begin with and apparently was trying to just make it go away. The inability of the hotel staff to resolve a staffing issue and of the customer service number to handle the complaint properly makes me question the Hilton commitment to hospitality.

Rooms were awesomely clean and tidy. The fully size bottle of body wash/shampoo/conditioner in the shower attached to the shower walls was also pleasant! They are even really good quality products to use! The beds were unbelievably comfortable as well as the pillows and blankets. The only thing i didnt enjoy was the entrance from the main road into the parking lot. The entrance is rather narrow, especially with another car there waiting to turn out.

One of the best hotel experiences I have ever had. Primarily because the staff here goes above and beyond. Sarah and Lexi were the two people who we interacted with the most and they treated us like friends. The shuttle service was so helpful, and probably saved us over $200 on Ubers throughout our weekend. Room service food quality was very good and we enjoyed the included breakfast buffet each morning (also saved us money). Absolutely would stay here again if we are back in NWA!! Thanks again to Sarah you're the best!

Very disappointed with the pool policy. After a very long day of work I went to jump into the pool to refresh. The pool closes at 10:00 PM. I arrived at 9:57 and went to jump in when the doors were preemptively locked. I was condescendingly told by the front desk manager that the pool closes at 10 when I asked. I didn’t want a long swim at all but to just jump in and float for a moment. Also, the sign of the pool is damaged and doesn’t display a clear opening time so I ran into a similar issue at 7:00 Am of the same day. All in all, really sad I couldn’t get into the water which is one of my favorite things to do. This place is not very accommodating for those who work 14 hour days.

Update: So, following my negative review, I was contacted by the hotel management, had a positive conversation and, while the frustration of the situation lingered, it was resolved to my satisfaction. Many thanks to front desk agent who did everything she could to help us through an unfortunate situation and to the manager who made amends. I'll likely give them another try the next time we're visiting family in the area. Original Review: It is not often that I feel the need to post a one star review but the evening desk manager at this property provided possibly the worst service I have ever received at a hotel... and I have traveled for business extensively. I also gave the hotel and the Hilton Customer Service line a week to correct the issue before posting this review... Apparently to no avail. I had arranged for a morning shuttle to the airport from the hotel. When I arrived, the desk manager failed to notify me that the shuttle was cancelled. It wasn't until I questioned him that he reluctantly told me that the driver had called in sick. If I had not specifically asked I have no doubt he would have left me hanging for the morning desk agent to deal with... and we would have missed our flight. He did say that he would comp us $20 from our bill... Which was an insult as the ride that I eventually booked ended up being $65. I talked to another desk agent who was kind enough to provide a couple of numbers that I could call to try to set up our own ride... she was the only helpful staff person that I interacted with... which I did instead of taking my family out to dinner as planned. The manager stepped aside and let his employee deal with me instead of manning up and taking responsibility himself. I called the Hilton customer service line and expressed my displeasure with the horrible service and, upon following up with them, found that they had referred it back to the same front desk manager who was the source of the problem to begin with... and he told them that he had resolved everything with a $50 credit. He most definitely had not resolved the issue. The correct course of action for the hotel would have been to book the car for us. Instead, they left us hanging, would have let us miss our flight, ruined our evening and forced us to incur extra costs. The correct course of action for Hilton customer service would have been to try to resolve the issue without referring it back to the incompetent manager who caused the problem to begin with and apparently was trying to just make it go away. The inability of the hotel staff to resolve a staffing issue and of the customer service number to handle the complaint properly makes me question the Hilton commitment to hospitality.