Homewood Suites by Hilton Bentonville-Rogers

The suite worked well for our family of three, even though it looked larger in the website photos. Some things in the room showed age, like chipped paint and an old couch, but it was all clean. Staff were super friendly, and breakfast had so many options. The small pool was nice, and the beautiful courtyard had grilling, outdoor dining, and sports options. We borrowed a basketball from the front desk. The location was central to many attractions, and we'll stay here again.

I was traveling with my kids late at night on 1/3/25 and needed to get inside to check in, but Kathy at the front desk kept the lobby doors locked while she finished her audit. I waited outside by my car, walked back and forth to the entrance, and called the desk multiple times. She said she had to finish the audit first and didn't seem to care. We would have been fine waiting in the lobby, but couldn't get in. I cancelled and booked at Tru down the street. The cameras should show me waiting outside. Terrible customer service.

I deliver to this hotel several times a night, and Kathy at the front desk won't let me into the lobby or up to the rooms. Even when delivery instructions say to leave items at the door, she calls the room and has the guest come down. When I tried to reach the elevator, she became aggressive and told me I wasn't allowed upstairs and had to wait in the lobby. The sign outside explaining how to call the desk from the landline is gone, too. I deal with people at homes and businesses every day, and Kathy stands out as a particularly poor service professional. I hope she treats guests better than she treats me.

I'm very dissatisfied with yesterday's check-in. First, to the two women working last night, I'm sorry for how my partner spoke to you. You shouldn't have been treated that way. Neither of us got a decline notice from our banks, and there were no fraud alerts or pending charges for the $25 fee, so I think something may have been wrong on the hotel's end. Staff didn't troubleshoot. After we tried several cards, including an AMEX with no credit limit, we got an “oh well” attitude. Nobody tried restarting the machine, charging the card on file, suggesting digital check-in, waiving the fee, or taking cash, even after we were told there was an ATM in the lobby. There was no real help or solution. We went one exit up to the Embassy and checked in without any trouble, so the card on file was still okay. I expect you'll say other guests were charged successfully, but no one checked anything. I even asked staff to charge a card for $1 to see if it worked, and they wouldn't try. We'll get our points back and keep an eye on this issue.