Staybridge Suites Little Rock Medical Center an IHG Hotel

Staybridge is a beautiful property with large and very clean, attractive rooms and suites. Its location is near the medical center where i have a contract. I checked in after a few previous stays there and they insisted on charging my card for $250 above my rate for “ incidentals.” they promise to credit my account in a few days. They say it is because I have a home on the outskirts of the same city. (I needed to be very close to my work on this occasion). Then, after I went to a gym and did a short run the next morning, I was quizzed as I picked up a banana in the breakfast line, and there was an accusation that I was trespassing in the hotel breakfast line. Though I am glad that security is on their mind, surely where must be a way to secure the facility and not throw accusations to a paying customer trying to take a banana back to his room.

Remove Amanda or retrain her! She is a mean spirited woman with no compassion and Terrible attitude,leadership and professionalism: A Nightmare Stay: A Guest's Experience On Friday, March 28, 2025, my family and I faced an incredibly distressing situation at a hotel during a difficult time. We had traveled to Arkansas for my granddaughter's funeral, and our experience at Staybridge Suites was anything but comforting. Reservation Issues at first. We made our reservations on the 24th and 25th of March, expecting a King Suite due to prior arrangements. However, upon arrival, we were greeted by a woman named Amanda, who informed us that our room was not what we had booked. Right after her asking what brought us to Arkansas. We told our granddaughters funeral. Her attitude was far below poor. She even informed us that she doesn’t acknowledge whatever the reservations staff promises guest , because they’re a different company (IHG). In other words,Instead of the promised rollaway bed for our daughter she again said they do not honor promised items from IHG (reservations). At this point we checked in she gave us our room. We went to the room (not knowing it wasn’t the king suite we had reserved ) and realized it was studio with no privacy door and it had torn bedding and scratches on tables or adequate space. We returned back to the check in counter. I explained we reserved a king suite (with a door for everyone’s privacy) not a King Studio, which lacked the necessary privacy for our teenaged daughter who was accompanying us. I also shared with Amanda that the linens were torn and the furniture was damaged (see photos). She became annoyed , i showed Desk clerk , Amanda the pictures and email confirmations of our reservations. Desk clerk Amanda insisted that she did not have to honor the notes or emails from IHG . She said all she could was upgrade us to King Suite and charge an extra fee. Despite our credit card already being charged with my military discount,for the of cost of a military discount for a king suite, she insisted we pay more and would let me know later, after she’s taken care of other customers (who arrived after we diss). We went ahead and paid the additional cost due to it being late at night. I also requested that she call us before she charges our additional fees. It was too long of an ordeal already and we hadn’t even had dinner. She agreed to call before she charged my card. We went to go check in to the king suite. After checking into the room, we left our luggage and went for dinner. I knew we would probably what we returned from dinner late and we were already tired so my daughter and I agreed to make her bed keeping in mind. We never did get a rollaway bed because they said they didn’t carry a rollaway bags. So she was left with the sofa bed. we got the bed bag which they keep in the closet out of the closet and we discovered that the white blanket had pinkish stains all over it and there was hair in the pillowcases so we said we take the bag back on our way out to dinner and that we just asked for another one. We went back to the checkout counter. We noticed there was a line of folks waiting to check in so I stepped to the side with the bag and try to get her attention Amanda and she didn’t hear me at first, so I said, excuse me and she looked over, upset at us with a frown on her face and said yes, I showed her the bag. I showed her the contents and told her that the bag the sleeping linens were dirty and if we could get another bed bundle in a bag she took the bag aggressively and said words “Jesus” !after she came back with the bags, sat on the desk never said I’m sorry for the inconveniences here you go. she kept looking at the other customer and walked back over to assist them. We took the lines back upstairs left for dinner. At dinner I decided to check my credit card to see if she put charges on it because I hadn’t heard from her and it was already an hour. As I assume she charged my card an extra $58 for the King suite on top of what I already had paid . Return back from dinner went up to the room, settled in unpacked even put clothes in the drawers and my daughter. I attempted to remove the pillows to get out the pullout bed.we attempted to use the pullout couch bed, only to find blood stains that suggested the mattress was not clean. because of it being late, we turned over the mattress to find a large stain on the back. It looks like someone may have urinated on it. I called down to the front desk to report the issue, and Amanda yelled “I’m coming up”! She came to (see photos) inspect the mattress. Her reaction was not one of concern but rather frustration that we had even reported it. Despite my calm demeanor and willingness to find a solution, Amanda refused to offer us an alternative mattress or room. Instead, she abruptly suggested we leave the hotel and even said she was going down to lobby to call the police, and have us thrown out. This was shocking given our situation of my daughter exhausted and at this point, it’s around 11:30 PM. Too late to be put out into the streets . To our disbelief the police arrived, they were supportive and expressed disbelief at the treatment we had received. They too agreed that the sleeping sofa was filthy and stained. The female officer asked why didn’t she just change it or your room, instead of this. I have no answers and was completely disgusted, upset and embarrassed for my family. The woman police officer agreed she wouldn’t even have her family member sleep on that couch and it would’ve been easier to just give us a new mattress or change our room we would’ve had to have done all the work not the desk clerk! unfortunately ,They informed us that, legally, in Arkansas a hotel can ask guest to leave, but they also recognized that our complaint was valid. They advised us to seek better accommodations, because they by law have to now wait for us to vacate the premises. At this point, I asked the female police officer if we could go downstairs and talk with the new front desk clerk that it just started her shift. The old front desk clerk Amanda left before the police arrived. The female officer said sure let’s see that would be better than that way. We’ll just leave . Of course, as anyone would be especially a mother with a child wanting to go to sleep and a grieving grandmother. I was so upset , this happened just hours Before our granddaughters funeral .Finding Relief Thankfully, we found a room at Embassy Suites, where the staff was caring and accommodating. They offered us upgrades and provided complimentary snacks due to our circumstances, proving that customer service could be handled with empathy and respect. Final Thoughts Our experience at Staybridge Suites was deeply disappointing, dangerous, and very unprofessional. Please read my review and any other reviews on there. They’re probably on point. I would not advise anyone to stay there.

I stay at this location an average of 20 nights per year, spread throughout the year. The staff is what makes this place so amazing!! Amanda is a rockstar leader that has been providing over the top customer service since the day the hotel opened. I don’t have enough words to say just how amazing she really is. The other staff follow her example, and they have each provided amazing support anytime we have needed it. The rooms are huge and very well set up with almost anything you could need. The hotel is well located close to both dining and entertainment options. The managers reception on Monday through Wednesday is a nice touch, and breakfast is consistent, which I appreciate. I have stated most every major hotel in Little Rock, and this is hands-down my favorite. There’s definitely a reason I keep coming back each time.

We spent 31 days at Staybridge Suites while my spouse was getting chemotherapy at a nearby facility. It is conveniently located. The rooms are spacious and well designed. The housekeepers do a fabulous job keeping the place clean. The breakfast was very good. The ladies at the front desk were terrific. Maintenance is lacking as we had four light bulbs not working in our room and it took a few days to get three of them replaced. The refrigerator icemaker did not work and attempts to fix it failed. Four out of six communal washing machines were out of order. There are homeless people all around the property, even outside of the front entrance. They were constantly climbing the fence behind the back door exit. We were approached by one, who was harmless, but it was unnerving. My spouse has a service dog (which the hotel staff were made aware of before check-in), and the manager charged a room cleaning fee one week into our stay. The charge was immediately disputed at that time and removed 57 days later. The manager had made no attempt to reverse the charge.

Staybridge I was registered and already checked into this hotel, parked at the entrance around 830pm, left my service dog in the car for a few minutes to get the key from the front desk, informed the night clerk I had a service dog. Went to the car to get him, carried him into the front lobby where my husband was already waiting, sat down on the bench to get his vest and leash out and placed them on the dog. Before we left the lobby she stopped me and said “I have to charge you $80 dollars for your dog”. I explained to her no you don’t I have a disability and he is a registered service dog who alerts me when my medication pump alarms and showed her a copy of his ID tag. She then said it doesn’t matter because you left him in the car and then carried him in. That’s not a service dog and I have to charge you. At that point my husband stepped in and said no you’re not. They argued for a minute and he ask to speak to her manager who she called on the phone. In the meantime I called the IHG representative, explained what was going on and she spoke to the clerk who still refused to accept a service dog and still wanted to change us. She also called the police department while my husband was trying to get a refund. I was still on the phone with the IHG representative who then spoke with her again and agreed to give us a refund. We ended up canceling the reservation and having to find another hotel. I have tried to contact the General Manager who has not returned my call.