Embassy Suites by Hilton at Hot Springs Convention Center

Upon check in we were told our room was given to another guest. They advised because we booked through ******* we have no guarantee of a room. We’ve booked through ******* several times and never heard this. They found a room for us but after opening door it was not habitable due to water damage and construction. We waited in lobby for over half an hour for them to get permission to give us a room on 8th floor….the second room was stinky, smelled like animal urine. We had no other choice so had to stay there. I woke up every morning with bug bites on my chest and found several bugs running around the bathroom. All though the hotel went through major renovations recently that are still not complete the hotel is dirty. The floor in lobby and dining area looks like it’s been weeks since the white tile was mopped. The pool was discolored and trash all over. Pizza trash was there the first night and still 3 nights later. We stayed for 3 nights before we left to go to another hotel and they never cleaned the lobby. Another disappointment was the attitude and rudeness of the front desk. We were told we couldn’t have a key to our room due to their checkin debacle but a key would be delivered to us next morning. It wasn’t and when I asked for it I was met with a terse and rude front desk staff. The kitchen and food staff were wonderful on the other hand. We’ve stayed at several Embassy Suits and have never had an experience like this.

The room was clean and smelled clean but the restroom smelled of mildew and the tub was rusted. I could out take a bath, the put a towel down in the tub just to take a shower. Very disappointing. With the amount of money I spent for two days, I would expect better.

Really enjoyed our stay, the area was great, super convenient and walkable to the spa/"Strip" in Hot Springs. The staff (Jasmine at the front desk) was also super helpful and friendly. some of the downsides to the stay I admit/understand are unavoidable. They were doing some construction so there was a bit of tarp, and no gym (they did offer using Planet Fitness' Gym if needed), a good portion of the parking lot was unusable due to construction equipment and also there was a cheerleading convention going on while we stayed so using the elevators was a bit annoying... That being said though, the room was nice and quiet and clean. Staff were friendly and helpful and we loved the location. Would stay again if we ever find our way back to Hot Springs AR