Hilton Garden Inn Omaha East/Council Bluffs — Hotel in Council Bluffs

We booked our room through the Horseshoe as two Diamond Plus members. Initially we were expected to stay in a single king room with 3 adults and had to contact our concierge to get a room with additional sleeping arrangements. They did upgrade us to a suite with a pull out couch. We attended the Morgan Wallen concert and returned to our room after midnight. When we pulled the couch out we found dirty sheets and towels were on it and mold on the mattress. There were no linens, blankets or clean pillows to change it. We called the front desk and the male night Staff member begrudgingly agreed to bring linens. When he arrived with them, we were expected to change it ourselves. We deemed that unacceptable as it is visibly soiled. I went down to the front desk to see what we could do where I was rudely greeted by Andrea, the night auditor. Who proceeded to yell at me and tell me I didn't need to have an attitude. I don't know anyone who would come with a smile at 1 AM when their sleeping arrangements are soiled and moldy. She proceeded to place blame on me for not noticing earlier that it was dirty. I tried to explain that I checked in at 4 and the room should've been clean. She then yelled at me again and told me she would call security. Eventually she did get us a second room but not without belittling and bashing the Horseshoe and their staff and making sure to tell me they don't manage the hotel and to go ahead and call our concierge she didn't care.

The additional room had beard hair in the sink and trash on the floor there was also bags of trash on the hall way outside of a room. Not impressed.

We address the situation with the hotel housekeeping manager at the front desk the next morning. The manager, Charles stood there and wasn't forthcoming about his position or helping. We told them as long as the rude night staff member was employed we wouldn't be returning. We also asked If there were aware of the numerous other complaints about her on trip advisor to which she responded oh I don't ever look at those.- as she's standing in front of a display of trip advisor cards. None of them were exceptionally helpful but the night staff member is 100% the reason we...

TL;DR--Big rooms, GREAT for business, very good deal for the room, with a few small details that could be better

Came for Berkshire meeting, good deals, and Horseshoe access.

Rooms** Huge, comfortable, clean. Good nightstands with modern charging ports. Iron & board in room, with many shelves/drawers and strong fridge (freezing ok!). Work desk huge with easy outlet access and facing TV. Comfortable swivel chair. Wifi a little slow at peak hours but acceptable. Confusing Hamilton Beach (?) coffee maker but good Keurig ones. Digital key and traditional card both work Facilities** huge and modern lobby with printer & PCs, well-equipped gym with weights and cardio, small indoor pool, indoor walkway straight to Horseshoe’s west entrance Parking** tough on weekends due to distance to Horseshoe, but guaranteed free parking within walking distance Business** lobby printer available, but you need to email front desk if printing your own files. Good working spaces in room and in dining area of lobby. Wifi signal good but could be faster

Service** GREAT. Front desk very flexible at handling special requests. Fastest in-person check-in I’ve ever experienced in my life at this hotel, so look forward to it if you run into the same guy there. The team check up on you daily for any issues and can promptly address requests. Breakfast staff nice too.

Food** Decent free coffee when I was there. Well-stocked convenience area. Breakfast buffet is good quality (eggs & sausage + dairy + continental + fruit) but a tad expensive for the area. Gold Honors only covers a limited menu. Not quite Boston’s level of gouging but wish they were a bit lower. Pantry has good snacks as an alternative. A few local and chain restaurants within 5 minutes drive. You can pay with Caesars RC (Rewards Credits) as well

Location** I-80 easy access, easy 10 minutes from downtown Omaha without traffic, gas stations within 1 minute, restaurants & Walmart & other shops within 5 minutes

Would come back for future events near here. Thanks for...

Don't bother calling the front desk for a reservation. When you get your confirmation # it will be wrong. Wrong number of days, and messed up the room requiring a walk-in shower due to physical difficulties. Upon call back speaking to a man in the office he was having difficulty trying to correct the reservation. He said that he fixed it, but when we checked in 2 days later the reservation and room were not correct.

Upon arrival after driving here for 16 hours, we were sore and tired. We were given a room with two queens as requested, but no walk-in shower. Went downstairs and met with the clerk who advised that the only room left available with a walk-in shower was a single king-size bed, not the two queens as reserved. She offered a rollaway bed, but I was not going to ask my spouse with a bad back she just had a procedure done to sleep on it. Upon checking this room the remote would not actuate the TV except to turn on and off. Back downstairs, the desk clerk was unaware of the remote control operation for the TV. She did offer to pull the remote from an empty room as no person from facilities was on duty to change the remote control batteries. She brought us another remote, but it had the same issue. We still haven't resolved the need for two beds.

My spouse with a very sore back could not sleep well as she could not prop herself up accordingly. She awoke in severe pain several times, which adversely affected my sleep as well.

Very disappointed as we have been with Hilton Honors for many years and have never encountered a place that could not accommodate persons with disabilities. Especially since we made a telephonic reservation directly to the...