DoubleTree by Hilton Hotel Omaha Downtown — Hotel in Omaha

Pains me to have to leave a 2 Star review as this Hotel has so much potential! In the broad scheme of hotels this place was very nice but measuring against Hilton’s Standard it didn’t live up to expectations.

We’ll start with the Cons… With Photos

After check in we found out all Elevators in the building but 1 were down. This caused an average 25 Minute delay getting to and from the room.

Room Issues… We checked into 1132 (The Presidential Suite) and found

The Room Doors we’re not properly Stained/Repainted after upgrading the New Door locks.

Stains were found on the Furniture, Stains/Paint of some sort on the tables

The trashcan in the bathroom had stains on the side indicating it had not been cleaned and old trash had oozed over.

The light fixture in the dining room area was torn badly

The electrical outlet cover was broken

The Bathroom Toilet Paper Dispenser Holder had patch work done previously where it attaches to the wall, the problem was it was coming out of the wall and loose.

Bathroom 2 the Toilet Paper Dispenser had issues and the entire holder kept braking off it’s attached and falling off into the trash can.

45 Minutes into the stay, water came running down the wall from the ceiling in the kitchen area and began flooding the floor.

The Jacuzzi buttons were worn out completely so that you could not tell which was on off, high or low.

The Windows had not been properly cleaned on the outside distorting the view of the city.

Starbucks in the building only opened for a couple hours in the morning

Signs in the building were outdated, 1 indicated a gift shop inside which was non existent

Upon checkout there were no Luggage Carts Available for 45 Minutes causing a significant delay upon departure and lastly upon departure the secured parking gate was broken.

Though professional, Moral at the Front Desk seemed low, the general feeling was they didn’t want to be there.

Because of all these things it pains me to have to leave a 2 Star Review.

The Pros…

The location is outstanding, close to local artwork and park areas, it was fun just walking through the area downtown.

The View is Breathtaking!

The Front Desk sent a gentleman named Cody up about the flooding, it turns out there was an incident many floors up and some of the flooding came down into our room. Cody was extremely professional and courteous and cleaned up the kitchen for us once the flooding stopped.

We were offered a Cookie Upon Arrival

The Presidential Suite was Spacious and had a lot of potential to be over the top. In general it was a great place to conduct business as a Social Media Influencer.

The Shower was outstanding, best shower I’ve had yet.

The Jacuzzi was so nice, I was in there over an hour letting the stresses of the week go.

Furniture was very comfortable

Towels were clean

Starbucks inside the building

Glass Elevator on the end of the building made for a nice view riding...

After 4 unreturned emails and 4 unreturned phone calls to management. Hilton Case# that was created on 6/4/24 with no followup from management. Hilton Guest Assistance Case # 208057326 Email that was not returned reads as follows. Ben and Kori: I hope this message finds you well. I am writing to express my disappointment regarding our recent experience with your hotel. As loyal patrons, my family and I had been eagerly anticipating our stay at the Doubletree Omaha Downtown on 05/25/24 However, upon our arrival at 3:15pm, we were informed that the room that was booked was not ready, so we were not checked-in by the front desk and we decided to continue to our wedding event at that time. We returned at approximately 11:15pm and was informed that the hotel had overbooked and there were no rooms available for us. To say that we were shocked and dismayed by this news would be an understatement. We had made our reservation well in advance and had received confirmation#, so to be turned away at the last minute was deeply disappointing. Not only were we inconvenienced, but we were also left scrambling to find alternative accommodations at short notice, which was both stressful and frustrating. As valued customers, we had expected better treatment from your establishment. We understand that overbooking can sometimes occur in the hospitality industry, but the lack of communication and assistance provided to us by Kiacka in this situation was unacceptable, although after Sarah had overheard the lack of assistance that was being attempted she took the opportunity to jump in to assist. We were left feeling undervalued and disheartened by the entire experience even though Sarah took approximately 2 hrs. to assist us in finding an alternative at a much lesser establishment, the Laquinta Inn Southwest location that charged us $93.35. My credit card was also charged $80 from your Doubletree location on the 27th and we didn't even stay there. Transaction Details • • Purchase Date 05/27/2024 • Description DOUBLETREE BY HILTON OMAH • Amount $80.00

Moving forward, we hope that you will take steps to prevent similar incidents from happening in the future and that you will implement measures to better handle such situations should they arise. Additionally, we would appreciate some form of compensation or gesture of goodwill for the inconvenience and disappointment caused. We have always held the Hilton Brand in high regard, and it is our sincere hope that this incident was an isolated one. We look forward to hearing from you soon and to hopefully restoring our faith in your establishment.

Update 1/1/2025 Since this post still have had no follow up from anyone from this hotel or hilton. I had to call Credit Card to dispute the charges got credit back. This is the only time I have ever had to do such a thing. All you college world series or any BIG events happening in...

I was traveling with my wife and our 2 year old son. My entire stay was supposed to be from 5/7-5/9 but was cut short due to my experiences at this hotel.

My frustration began upon check in. I was told the family suite, which we had booked, was not available. The front desk staff offered a free "upgrade" to the presidential suite. We had plans to meet some friends for dinner shortly after check in, so dropped our items off in the suite and left.

When we returned and began getting our son ready for bed, we noticed the master bed had only a comforter on it. No fitted or top sheets. We thought it was weird, but could have been missed during the cleaning. I called down to the front desk to get this remedied. They said that our original room was available if we wanted to switch. I mentioned it was my sons bedtime and we wouldn't be able to switch.

It was at this point I looked more closely around the room while my wife put my son down.

I was absolutely disgusted.

The first thing I noticed was the stain in the Kitchen area, along with gunk in the drain of the sink. From there I noticed the ceiling in the kitchen where the drop ceiling was out of place. The MASSIVE amounts of water damage to the ceiling in the entrance and bathroom area. The light switches that were falling off the wall. The stains on literally every piece of furniture. The door that looked like it had been kicked in at one point. The windows which have some mystery fluid leaking down.

And to think this was the presidential suite? The top room in the entire hotel? I got down to the desk to show them photos. None of the staff seemed shocked and none of them could give me any information on why this suite was in the shape it was. They seemed pretty indifferent. They once again asked if I would switch to the family suite. I asked to see that room before moving in and found the same things in that room as well.

It was at this point (about 9 pm) that I decided to get my family out of this hotel. I called around to probably 10 hotels in the area. All of them were booked, but I noticed a trend. Any of the hotels that were affiliated with Hilton either transferred me to a third party or were borderline rude. EVERY hotel I called that was not Hilton had a representative in Omaha talking to me in minutes, trying hard to find me something that would work. When they couldn't find something, they offered several recommendations.

When we couldn't find any bookings, we decided to tough it out for one night, and left in the morning, cutting my wife's mothers day weekend trip.

When we got home, we noticed that we had several charges on our credit card, after the front desk staff assured me we would not be charged for anything.

I am beyond frustrated with this situation and honestly embarrassed for this hotel and...