Quality Inn & Suites Little Rock West

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Mr. Gorman, We take bed bug complaints EXTREMELY seriously. Upon your complaint, our pest control was immediately notified to come inspect the room. They did not find a single bed bug or signs of bed bugs. I spoke with you regarding your concern for nearly five minutes last week. I explained to you that you stayed for 5 nights and you would’ve noticed bed bug bites after the first night—after the second night for sure. You did not. Not once during your five-night stay did you complain about anything to the front desk. Not once. Then, a few days after you check out, you leave a negative review. We spoke on the phone and at that point, you realized you could’ve gotten these bites anywhere. You also stated to me you are in door to door sales and entered some less-than-sanitary homes during your time in Little Rock for your job. You even mentioned one home in particular that you went into that was very nasty and you said yourself, “maybe we got bites there.” Bites that appear days AFTER you have left a hotel are rarely bed bug bites. When we got off the phone, you were apologetic for jumping to the conclusion that our hotel has bed bugs. We ended the phone call on a decent note and I t

Business reply on Google

Natasja, Thank you for your feedback. Our payment policy has not changed. A valid major bank-issued credit or debit card is required for incidental authorization, and certain prepaid and app-based cards, including Chime, are not accepted. While your card was mistakenly accepted during a prior stay, that exception was not consistent with hotel policy. Our staff on May 27 correctly enforced the payment requirements in place for all guests. Reservations made through third-party booking sites do not override hotel payment requirements at check-in. Guests are responsible for providing an acceptable form of payment upon arrival. We appreciate the opportunity to clarify our policy and we wish you safe travels and the best in your future stays. Thank you, Rahul P. General Manager

Business reply on Google

Dear Shannon, Thank you for staying at our Gold Award winning Quality Inn and Suites (ranked in the top 3% of Quality-branded hotels nationwide). I am sorry that you felt our newly updated rooms are already out of date. We have completed renovations to include new carpet; new furniture; new sofas; new bedding; and much more. I am sorry about the heavy-footed person above you. I will admit this is a problem from time to time but something that is out of our control. Please further explain how the room was "dirty" as we go through two checks before a room is deemed rentable each day. First, the housekeeper clean the room. Next, the head housekeeper goes through every room to make sure all things are fine. Finally, I personally go through the rooms before the end of the day. It is rare something passes by three of us--but it does happen. Again, I apologize. Regarding the marijuana smell, we are a 100% non-smoking hotel. Unfortunately, we can not prevent guests from smoking marijuana on the outside of this hotel. The smell will linger on their clothes when they enter our hotel--this is out of our control. What is in our control is making sure no one smokes inside of this building. Plea

Business reply on Google

Joshua/Anna Gump, You were charged for smoking in our NON-SMOKING hotel. We have a zero tolerance policy for smoking in our hotel. We have strict protocol that we must follow after someone smokes in our non-smoking hotel. You are responsible for those charges. It's really quite simple: you smoke, you pay. As you'll see, many guests find our hotel to be highly satisfactory as evidenced by many great reviews. Thank you, Management

Business reply on Google

Nicholas Toye, Allow me to address the "issues" you experienced at our hotel. First and foremost, I do not know which multiple 1-star reviews you are referring to. If you read our reviews, you will see many 4 and 5 star reviews from satisfied guests. Upon front desk informing me of your unpleasant exit from our hotel, I immediately went to the hotel to investigate the matter since I take complaints like this VERY seriously. 1. I found neither room to smell of urine. We do not allow pets so our rooms do not smell like urine. 2. It is 110+ degrees in Arkansas with 60% or more humidity. I will not deny some rooms can smell musty from time to time. This is just Arkansas in the summer. We take certain steps to minimize this musty smell such as removing AC units from the "constant fan" cycle. We also use dehumidifiers on an as-needed basis. Again, this isn't a major issue and we address it immediately. 3. Our guest room carpet is definitely not stained. We had all carpet replaced in 2023 in all 69 guest rooms. I assure you there are NO stains on our carpets. When there are stains; we have them shampooed or patched. 4. I am not sure what you mean regarding the floors "flexing." I will be

Business reply on Google

Dear Sir I have searched your name in our database, but there is no evidence of your stay at our particular hotel. Many guests are confusing our Quality Inn with the Quality Inn across town. Please confirm you have the location in West Little Rock close to the corner of Markham and Shackleford. This is definitely not how guests view our hotel so I believe you do have the wrong location. Please contact me at QualityInnWLR@gmail.com immediately. Thank you Rahul P Manager

Business reply on Google

Dear Sir I apologize about our check in policies but this is for guest and hotel safety. We do not allow check in to guests that are presenting a credit card with someone else’s name on it. We are not able to judge who that other person may be in relation to you—that is not our job. We simply have to abide by credit card merchant policies. We use linens that are band specific and have never received complaints on that. I’m sorry about that. We are located next to a major interstate so that does provide some noise. I hope you will stay with us again. Thank you GM

Business reply on Google

Dear Mrs. Burks, I am sorry that you made a reservation at the wrong hotel and failed to realize that until after you already arrived to the hotel lobby; checked in; and even went to the room on the third floor. Once in the room, you fully used the room (bed and bathroom fully used). When someone realizes they are at the wrong hotel, 99.99% of the time, they realize it before checking in. I am sorry but I cannot give refunds on a used room. Also, I’m sorry you felt the room was subpar. The room is a fully renovated room on which I have never received negative complaints. Our hotel is not in a sketchy neighborhood. We are located in corporate and medical west Little Rock. We take great pride in ensuring a safe environment for our guests. After reviewing front desk surveillance footage, I do not see where the front desk agent was rude—I see quite the opposite actually. That agent has been with me for over 6 years and he always receives great compliments. Again, I am sorry for you being at the wrong hotel. Thank you RP Manager

Business reply on Google

Dear Sir I am very, very sorry about the horrible attitude my front desk agent gave you—that is completely unacceptable and it will be handle appropriately. I can’t begin to express my shame in the treatment you received. I hope you will accept my apology and know this will be handled. Thank you Rahul Patel GM

Business reply on Google

Dear Guest I apologize for the inconveniences you encountered at our hotel. Please know that we do not enter rooms with a DND sign on the door. Many guests leave behind very valuable items in their rooms when they leave for the day and we have always had an excellent track record of zero thefts. My housekeeping staff is very honest and they have all worked here for atleast 4 Years. I hope you will consider giving us one more try. Thank you Rahul Patel GM