Residence Inn by Marriott Lincoln South — Hotel in Lincoln

The point of this review is to do 2 things:

1. Recognize when you receive fantastic Customer Service and feel like you are getting exactly what you expect for your money.
2. Directly contrast my experience at this hotel vs the one I previously considered, but did not go with because of #1 above

Experience #1- On Feb 14th, I visited the Lincoln Marriott Cornhusker Hotel around 12:50 PM. I originally intended to reserve a room in March because we already had tickets to one of the Dinner Detective shows there that night. It seemed like a good idea to book a room so we could just stay there after the show was over. I approached the person at the desk and said I'd like to reserve a room. She said they don't do that there, you need to call this number (and wrote it down). She said that when the options come up as far as which number to use after calling, dial "0" (she wrote that down, too). Next, I asked her if there was any way I could see what a room looked like- again, she said that couldn't be done either. I left the desk and sat in the waiting area near the corner fo the room so I could call without surrounding sounds. I dialed the number, but while awaiting an answer, my wife calls. I answer that call which takes about 3 minutes. I then call the number provided by the hotel employee; dial "0" as she instructed. From where I'm seated, I can directly view the front desk. Her phone rings after I dial "0". I ask to make a reservation, and she realizes I'm the same person she spoke with earlier. Next, she begins to say something about "after 1:00...blah, blah, blah." Now I'm done here. I leave and when I get home, start Google searching for the best hotels in Lincoln.

Experience #2- On Feb 16th, I visit The Residence Inn Lincoln South Hotel. At the front desk was Tahneceya Sullivan, the Guest Service Manager. She greeted me like you would expect and asked how she could help me. I asked if I could reserve a room there or if I had to do that online. She said she could take the reservation there; what day or days did I need. After telling her, she looked it up and provided a quote. I asked here if there was a government discount; I had a couple Federal IDs on my person. She provided the discounted amount, and I paid for the room. I then asked if there was any way I could view a room. "Yes, we can do that," she said, and walked me over to one of the suites. She provided a description of the amenities and pointed out that the particular room she was showing me happened to have higher ceiling heights that the other suites. Don't be surprised if another suite didn't have them. The suite was clean, well laid out, and spacious.

I thanked her for her amazing Customer Service and took her business card before leaving so I made sure to provide the right compliment to the person responsible for making it a great experience.

So for anyone who has read my comments this far, I commend you. Spend your hard earned money here, at the Residence Inn Lincoln South. You will receive amazing Customer Service, stay in a room that is comfy and clean, and has other services- breakfast, gym, pool, hot tub, etc. as well.

I am not affiliated with either hotel I mentioned in this post. I was not asked to write about them. Feel free to vet my own Google reviews to get a better judgement about the fairness of this review before judging.

Enjoy your stay at the Residence Inn Lincoln South. I can't wait to stay there in March with my beloved wife...

Karen already responded but: My wife called the hotel directly in advance in order to make our reservation. Our daughter has special needs so we always work to accommodate her by reserving a room that fits her needs and has walk in showers/other accessible items like a variety of shower grab bars. My wife talked with your staff and reserved a room that worked. We have stayed at the hotel several times in the past 2 years. We have always been appreciative of how the hotel has worked to accommodate us.

Upon arriving we were informed that the room reserved for us had been given away and the room we were getting was not going to work. We had just driven 8 hours we did not have any options. This was very upsetting since we had made this request weeks in advance. Per your staff it was given to another occupant that was needing it and had been staying there for 2 months. While we understand that things come up we really felt someone at the hotel could have simply called us once they gave our room away (per your staff it was the day before so there was plenty of time to call us).

Then as I pulled in the luggage cart with our belongings I was surprised to see the elevator was not working. When my wife checked in they did not inform her of that. Had to make multiple trips up to the third floor. So we arrived with our room not being available and no elevator. This was taxing on my daughter and on my wife who has had 2 hip replacements. Again we understand things happen but communication could have saved a lot of stress.

Later Saturday evening I did talk to the front staff again asking that rather then being moved to another room on the 3rd floor we would like to find a 1st floor room since a constant use of the stairs was not an option. We got confirmation on Sunday afternoon of 1st floor room and I was able to move everything (again with no elevator use).

Your team was able to provide us a discounted rate and accommodate 1st floor which I appreciate. Just a a disappointment to see the lack of communication. I also felt sorry for the front desk staff working on Saturday and Sunday night since the hotel was sold out. It definitely was a lot for that 1 person to take on.

Also a regular there with two pets. Was disappointed to see her walking her dogs through the dining area (came in via the door by fire pit) and not have her dogs on a short enough leash before it jumped on a table where someone was eating. Health...

Once upon a time, we stayed at your lovely Inn. The elevator and hallway felt like Las Vegas. My wife was convinced it was so, but I'm not that bad with a map. Soonishly after arriving, my blushing bride stated she was never leaving this sweet suite. Finally convincing her that staying eternally was a bit impractical, we drank up the comfort like,.... a super thirsty guy might. Like chugging it big time. Free coffee, free popcorn, free shower curtain! Are we in heaven? or under some sort of happytime trance? No, it was the glorious room that was engorging our senses. The siren songs coming from the depths of the pool were unyielding. Only the lack of proper attire and my wife's barricading the door kept my birthday suit sprint to about 4 steps. I turned on the ice maker, and ice started dropping to a Bossa Nova beat. We danced about the massive floor with the ease and beauty of a gazelle that bunked with Fred Astaire at summer camp. The ice tasted like unconditional love and made me smarter. My beloved sucked on a piece and instantly became the president of a small beautiful planet. When we slept, the mattress snuggled my undercarriage and cleansed our souls. On the vast swiveling picture box, Stephen Colbert said all the right things. No surprise there. The shower made me 2 inches taller, and the mirror, 20 lbs. lighter. We awoke the second morn to hear my voice coming from the clock box sitting at my bedside. Had the room done this? Had the room actually set me up with an interview on public radio? Thanks room! When I sat at the desk, I felt like an important business type man. I picked up the phone and made dozens of big deals with big wheels. My wife's bathwater was dense with rose petals and tiaras. One of the diamonds cut her toe, but she only bled tiny pink kittens. Cutest blood substitute ever! I feel decades younger and think my hair is growing back. I shall grow a giant pompadour and name it Marriott. We will rule the galaxy with a fair and gentle hand that echoes the beauty of your glorious hotel for all times henceforth. P.S. My wife says I exaggerate, but it was pretty close...