Hampton Inn Omaha Airport — Hotel in Carter Lake

Truly, this location should be shut down until adequate management and well trained employees who want to work are hired. We stay at Hampton Inns usually and know what to expect. The Hampton Inn Omaha Airport falls well short.

We checked in on the app and accepted the suggested room number. Upon arriving, the app notified us that they needed to verify a few details so we walked in a side door that had a sign saying for our safety, it would remain locked at all times.

The young man at the front desk “didn’t know” why our room was not showing available on his end. He blamed the outage caused by the CrowdStrike update (that caused many flight cancellations) as a possible reason. He shared with us that “they” don’t have anything to do with the app and it’s “a pain in the butt”. Once assigning our new room number and giving us our keys he said we could feel free to pick up a couple of waters. When I asked where they were, he motioned to the fridge in their store area. When I walked over to grab the water, I saw that the shelves of the store were practically empty.

The room seemed nice and reasonably clean. The layout was great and the bathroom was big also with a nice layout. On closer inspection of the shower, the white floor was quite dirty and there was mildew at the seam of the floor and wall. There was a bar of soap, a shampoo and two lotions (no conditioner). The first time I used the elevator to go to the first floor, I realized how hard it was to get the down button to work-it took many tries-which caused me to glance at the last inspection date: 4/23. There was no sign noting an elevator outage, but the second elevator never moved when we waited for the elevator. I took the stairs a couple of times after waiting for the elevator—much quicker BUT the light was burned out on the first floor of the stairwell. The elevator floor had old spots of gum and large crumbs.

After returning from dinner, we saw the desk clerk hanging out with three people who were sitting on the ground smoking in the back lot. As soon as we started getting out of the car, the clerk headed back inside. It looks like friends and employees must smoke there all the time. The area is littered with cigarette butts.

In the morning, when we walked inside after taking some stuff to the car, we got a very friendly greeting by a lady heading outside. When we took a couple more items, we saw that she was an employee taking a smoke break in her car—in the first parking place next to the door with her window down. I believe she was the morning desk clerk but never saw her again. For our whole visit the sign was posted that the clerk was away and if you needed something, call the number.

We timed our departure to be shortly after 6:00 so we could get breakfast before traveling. The one employee responsible for breakfast was working hard at 6:10 but everything was not ready. My husband said his coffee was weak and see through as it had been the night before. I put hot chocolate mix in my cup before realizing that the hot water dispenser wasn’t there at all! I gave the worker some time as I could see she was quite busy, but ultimately had to ask for hot water.

There was a fan running on the floor next to an extension cord in the dining area. I saw her come and unplug the extension cord. My husband had hoped to toast a bagel but found that the electrical outlet wasn’t working—-there were scorch marks on the wall. An electrician needs to inspect and correct the fuse for the toaster.

While it didn’t impact me, the sign saying the pool was closed for maintenance was on the door. Not sure how long maintenance takes but it looks as though the sign has been up for months.

We checked out on the app thankfully since there was no one to help us at the front desk.

Sadly, there appears to be no management or employee accountability. There’s clearly a culture of not serving the customers at this location. In addition to the guests, the owner isn’t getting what they are paying for. The current situation isn’t sustainable and I’d advise staying...

I strongly recommend you stay anywhere other than this hotel. I was a loyal Hilton member but after a recent attempt to stay at this hotel I can tell you they are extremely dishonest and no one should ever stay here. I had a reservation for 2 nights and needed to work from my room during the day so I reserved a king room that would have a large desk. When I got to the hotel the room I got was a 2 queen bed with a tiny desk. I asked the front desk for the room I reserved and was told they didn’t have any and didn’t even have any when I made the reservation. I asked if I went to another Hilton with the correct room available if they would refund my money. The front desk said yes. I returned the keys, waited for the front desk person to cancel my room and confirm it was zeroed out and I would not be charged. I left, checked into another Hampton in the Omaha area and stayed there for the entire trip. When I arrived home I received an invoice from this Hampton charging me for the stay they said they cancelled. They will not answer phone, chat through the Hilton app, or email to the general manager. Two different calls to Hilton customer service with two different cases have resulted in this hotel lying to customer service saying they confirmed I stayed in their hotel when I absolutely did not and the front desk, the other hotel, and several people I met with during my trip could confirm this. National Hilton customer service referred me to the general manager by email but he is not responding to me and apparently non-responsive and/or lying to corporate customer service in order to steal the money they wrongfully charged me for a stay I didn’t make and they promised not to charge for or to refund. It’s very disappointing to have such a non-responsive, dishonest franchisee and general manager be allowed to be a part of Hilton’s brand. I strongly recommend you find a hotel with honest management. There are many in the Omaha area including the Hampton I actually stayed at and happily paid for. I am revising/updating my original post to note that national Hilton is assisting me and making this right despite the fact that this Hampton and it's management never responded or even attempted to...

Our family stayed here prior to an early morning flight in July of 2024. We checked in at 9:30pm with very little help from the front desk, almost an inconvenience. We had a 5:30am flight, so shame on us, but we just brought up an overnight bag and left our luggage in the vehicle overnight. We came out to our vehicle at 3:30am to find the window broken and all our luggage stolen our of our vehicle. This happened in the hotel parking lot. When I went back inside to alert the front desk, she asked what I needed and why I was bothering her at this time of day. When I let her know our vehicle was broken into, she did not seem surprised and just said call the police. I asked if they had any surveillance video, which they said they do not for liability purposes, seems odd, but I'm not in the hotel business. We contacted the police, but there was little they could do. Our Air Tags in the luggage kept showing it still at the Hampton Inn, however, we just assumed they had found it and broke the devices. We canceled our flights and headed home. Later that evening, I checked the Air Tags again and the luggage had moved to North Omaha. We contacted the police, who went to visit the house, which they said they visit often and found a few of my kids swimsuits next to the trash can, but not much more they could do when the Air Tag was next to the trash can as well. This may be emotion, but I would not be surprised if the gentleman at check in that evening and the lady in the morning were not working together on this, waiting for us to head up to our room, realizing we didn't have luggage and then making the move and stashing the luggage in their vehicle until their shift was over. I only suspect this as the Air Tag showed the luggage there until noon. It is impossible to get ahold of anyone at Hilton, so if you do stay here, be cautious and leave nothing in your vehicle. It was a sad and scary event for my young...