Sleep Inn & Suites Springdale West

Awful Experience Horrible customer service. Specifically a clerk by the name of Natalie. Let me start by saying my husband travels for work and is a Diamond Elite member with choice hotels, he has already had 61 different stays this year with various choice hotels this year and it’s only March. He stays twice a week every week at a choice hotel and has done so for many many years. That being said we have never been treated so poorly by hotel staff nor have we ever had the issues we had with this trip. For starters I was traveling alone with two of my young kids for this trip so I was already a tad stressed and immediately upon walking in I was greeted (and not in a kind way) by Natalie. Her tone of voice, lack of smile etc was not appropriate for the job she is in. She immediately made me feel unwelcome and uncomfortable. Later in the evening I discovered there were no linens for the pull out sofa in our room so I went to ask for some. Natalie informs me that I have to pay $20. To which I reply, no I reserved a room that sleeps 4 people, therefor you need to provide me with everything to sleep 4 people. Mind you our family travels A LOT and we have never had this happen. After she argues with me for some time, I finally convinced her to call the GM, Paul, who proceeds to offer me the linens for $10. It’s not the money that’s an issue, it’s the principal behind it. I then asked Natalie, the clerk, to just be moved to a double queen room which she refused and said they didn’t have any available. Reluctantly, I paid the $10 and moved on. My husband (who was in a different state) then decided to call the front desk to see if they did in fact have any double queen rooms available and a gentleman answered and said yes they had plenty. So I walked back down to the desk and spoke with this gentleman, he then proceeds to lie to me and said they didn’t have anywhere to move me. I called him out and said my husband just called so you’re either lying to me or to the person on the phone. He got very angry with me and told me those rooms are more expensive and aren’t offered to someone who uses points. Which again, is a lie, we have traveled to choice hotels for years and used many points for various rooms. I video recorded this entire interaction and also informed him that I had videotaped it and that I would be contacting choice hotels. Once getting back to my room, I discover the sofa bed mattress is disgusting and full of stains as well as trash all underneath it. The king bed in the room had hairs in the sheet as well as a hole in the comforter. The sheets had clearly not been laundered. Some of my “clean” rags and towels also had stains and were very dingy. The next morning I requested that the GM, Paul do a walk through of the room with me because I did not want to be accused of anything. He reluctantly walked to the room with me but would not go in to inspect anything, he just stood at the door and said “looks good”. I also explained to him everything I had dealt with, with his employees and he offered zero apology. Sleep inn will likely try to reply to this review and say that they tell you there’s an extra fee for sofa bed linens when you book online, however I took screenshots of the process online and it does not say that anywhere. I would highly discourage you from staying at this hotel. All that being said, I called choice hotels the next day and they did their absolute best to make it right by refunding the points I had used for this stay. These issues fall solely on the Sleep Inn & Suites in Springdale, AR. Not on choice hotels as a whole.

Customer Service Cleaning up this hotels MESS!!!!!!!!!!! So i made may reservations in November for my daughters graduation and on the day i show up , I am informed my reservation was cancelled, I was paying 90$ a night and they wanted to get 400$ a night, what a crappy store, I am Diamond member and that is how this store treats us. I called choice and they cleaned this store's mess and made my Daughters graduation great! Thank you Choice customer service!!!! my credit card they used worked fine at the store customer service put me in. Comfort Inn & Suites Fayetteville-University Area in Fayetteville took good care of us!!!!!

Better than last Choice Hotel. Updated, clean rooms. We had a king room and 2 double queen rooms. Heated pool, warm inside pool area. Steam room looked nice as did the excerise room. Breakfast was as usual. Clean nice seating restocked often. Parking was well lit and security seemed good, doors required room key for entry. I would stay here again.

Poor customer service Loved this hotel in the past. We booked this time with points. We reserved a hotel with a king bed and a pull out couch (suite). When we got to our room it was a a plain king room not a suite. He was going to put us in 2 queens which would have been fine however When my husband got Down to the desk Pete (front desk worker) was instantly frustrated with my husband, told us we didn’t book that room. I go to the desk, I dropped my phone in the desk, which upset the front desk worker. He then started yelling at me. However I asked why the room wasn’t available. He yelled some more. Told us nothing he could do. Had to wait in manager in the morning. Asked him a few more questions, no answers. I even got on my app and could book a king suite and he told me he didn’t know why. And I know the app won’t let you book a king room with 2 adults and 2 kids. (Which on the cancelation receipt he stated I had booked for 2 kids and 2 adults). He said we could put as many kids down on the website as we wanted, didn’t matter and that we booked a room with only a king not a suite. I also asked if it was a corporate ran hotel or an individual owner. He said he didn’t know. I was calm besides the fact I was getting yelled at. ****also after now seeing other reviews with same problem or similar issues. I know they will get on here and say how rude we were (seems to be there normal process with other reviews) however I rarely make comments and when I do they are usually a good one. I just have never been treated this way, especially with this chain of hotels. Corporate Customer service was amazing. They were able to give us our points back. I will note we we were very excited to stay here and the hotel breakfast area, pool and the room we saw for 30 seconds looked nice and clean. And maybe Pete was having a bad day or something. But if you stay here I wouldn’t ask Pete any questions. Also I have proof of the room we originally booked after speaking to customer service, when we were trying to book a different hotel (I just couldn’t stay somewhere that thinks that is ok to do). I don’t believe in the customer is always right however it would have been nice to have an polite interaction and try to help answer my questions.

So so The hotel itself was fine and the room was clean and quiet. The pillows were the rock hard ones that don't form to your head-very uncomfortable. My thermostat was flashing the battery icon but the guy at the desk said this was normal and did not give me new batteries. Not a very smart move. The AM coffee was generic and tasted bad. For this price I will check a different hotel on the way back.