DoubleTree Suites by Hilton Hotel Bentonville

"DoubleTree Suites by Hilton absolutely saved me this weekend! I had booked a room at a lower rate hotel that was in a convenient location and had a pool, to celebrate my daughter's 10th birthday. We got to the other hotel, clearly told them we were excited to swim, and got settled into the room. The kids then went down to swim and there was a big sign saying the pool was closed. I was totally mortified because this was a MERMAID party and swimming was a big part of the plan! My daughter has had a tough last year, and I had wanted this to be special. Cue me going online and booking DoubleTree. We got a suite on the ground floor, no problem. When we arrived the staff had big smiles on their faces, offered the kids a warm cookie, and gave off the most positive and excited vibe. It just lit everyone up and turned around the experience. Our room was clean and comfortable, the pool was absolutely great, and the staff were phenomenal. I can honestly say this is the BEST hotel in the Bentonville area, with the BEST staff! I highly recommend staying here for your next trip to NWA!"

"We enjoyed our stay at this hotel. The hotel was clean and quiet, and the staff was very kind. The restaurant downstairs was wonderful for breakfast and they were so accommodating helping me pack some to-go breakfasts for my kids."

"Update: So, following my negative review, I was contacted by the hotel management, had a positive conversation and, while the frustration of the situation lingered, it was resolved to my satisfaction. Many thanks to front desk agent who did everything she could to help us through an unfortunate situation and to the manager who made amends. I'll likely give them another try the next time we're visiting family in the area. Original Review: It is not often that I feel the need to post a one star review but the evening desk manager at this property provided possibly the worst service I have ever received at a hotel... and I have traveled for business extensively. I also gave the hotel and the Hilton Customer Service line a week to correct the issue before posting this review... Apparently to no avail. I had arranged for a morning shuttle to the airport from the hotel. When I arrived, the desk manager failed to notify me that the shuttle was cancelled. It wasn't until I questioned him that he reluctantly told me that the driver had called in sick. If I had not specifically asked I have no doubt he would have left me hanging for the morning desk agent to deal with... and we would have missed our flight. He did say that he would comp us $20 from our bill... Which was an insult as the ride that I eventually booked ended up being $65. I talked to another desk agent who was kind enough to provide a couple of numbers that I could call to try to set up our own ride... she was the only helpful staff person that I interacted with... which I did instead of taking my family out to dinner as planned. The manager stepped aside and let his employee deal with me instead of manning up and taking responsibility himself. I called the Hilton customer service line and expressed my displeasure with the horrible service and, upon following up with them, found that they had referred it back to the same front desk manager who was the source of the problem to begin with... and he told them that he had resolved everything with a $50 credit. He most definitely had not resolved the issue. The correct course of action for the hotel would have been to book the car for us. Instead, they left us hanging, would have let us miss our flight, ruined our evening and forced us to incur extra costs. The correct course of action for Hilton customer service would have been to try to resolve the issue without referring it back to the incompetent manager who caused the problem to begin with and apparently was trying to just make it go away. The inability of the hotel staff to resolve a staffing issue and of the customer service number to handle the complaint properly makes me question the Hilton commitment to hospitality."

"We had a great stay here. The front desk was helpful. The room was super clean and comfy. No traffic noise. Cookies were delicious."

"Loved our stay here while we were in Bentonville for the Little People of America Conference. They had step stools in the room as well as all the public bathrooms! The room was awesome and had a mini fridge and microwave. Breakfast was great at the buffet. Will definitely stay again here."