My husband and I stayed at this hotel on 10/18/13 for one night. Neither of us was familiar with North Little Rock and I dutifully researched the hotels on TripAdvisor. I normally don't stay at Best Westerns, but I had never stayed at a Best Western "Plus," and this hotel seemed to have the best reviews overall, so unfortunately, we chose it.
We were running late to a concert, so we needed to check in late, after the show. I called at around 6 p.m. to make sure there would be no issues with us having our room. The person who answered the phone assured me that there would be no issues with our reservation.
When we tried to check in at around 11 p.m., it was a different story. After we checked in, we were given our keys and went to our room, 419. The keys didn't work, so we took (in the clerk's words), the "Slow-[--] elevator," back to the front desk. She made new keys for us and was very apologetic. Ok, no biggie. We go back up to the room and the keys worked, but someone else's stuff was in there. Clearly, the room was occupied. Now we were frustrated since we just wanted to get to our room and rest, but we went back to the front desk. Now there was a problem because there were no other rooms available. The clerk assured us that the person in room 419 had checked out and that no one was in that room. She said that they were going to remove the person's things from the room. I asked about the room being cleaned for us so we could use it. The clerk offered us a refund of our money, which was not acceptable to us, particularly given that I was confident that the other hotels in town would be full. Then, she said, "I'm not supposed to do this, but..." and gave us the room of another person who was arriving late to the hotel. I really hope they cleaned room 419 and gave the room to that person, but we did take the room that was offered to us. She took $10 off the bill and said that she would talk to the manager about taking off an additional $10 or $20. We were just glad to have our room, finally.
Our room was clean and the bed was reasonably confortable, except the pillows are extremely tiny. Also, the walls are paper-thin, so you definitely hear your neighbors.
The next morning, we experienced the free breakfast that the hotel offers. It is horrible. Stale donuts, no eggs (there were eggs once, but none for us), no forks, no yogurt. You would be better off getting a cinnamon roll out of one of the vending machines, honestly. This left us feeling pretty irritated, so when we checked out, I asked the clerk (the same one who had checked us in) whether she had asked the manager about taking the additional $10 or $20 off our bill. She said that she asked her, and that, actually, the manager told her that she shouldn't have taken the $10 off that she did on her own because "we had a full house." In other words, if we weren't happy with something, we could simply leave and the hotel wouldn't lose any business because they would be able to sell our room anyway. Not exactly a business that cares about its customers or having repeat business. I wouldn't stay here again.
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