DoubleTree by Hilton Omaha Southwest — Hotel in Omaha

Update #3: time heals all wounds I suppose. Closure to this incident has been made, and some candid conversations with Cameron and Rene (apologies if I butchered spelling) around the missed opportunities, and I feel…okay about the resolution. Sounds like this is a classic instance of several missed opportunities and better yet, contactable moments in the hospitality industry to grow, and be better moving forward. I’m amending the scathing review, and changing star ratings to not detract or dissuade bookings in the event that anyone reads these before selecting lodging. Cameron, Ruth, Rene: you 3 are the reason this review is being amended. You owned the outcome, took accountability and helped navigate something that was inherited and a systemic coachable opportunity. I will come by the hotel next time I’m in the area, and would love to meet you in person if timing lines up

Rooms were on par with the rest of the brand, and the hotel itself is really nice—not knocking that. The service though… that’s where it all fell apart.

I stayed here last month and had a good experience—until I checked out. I noticed two dinners, a breakfast, and a lounge tip charged to my room. None of them were mine. I figured it was an honest mistake. I called the hotel, and the young man who answered said he couldn’t fix it, but his manager could. He took my number and assured me I’d get a call the next day. That call never came.

I followed up four more times. Same response every time: “The manager isn’t in, she’ll be in at X time and will call you.” None of those calls ever came. Couldn’t get worse, right?

Wrong.

This week, I’m back in Omaha—staying elsewhere, mind you, because at this point I’m boycotting Hilton out of pure principle—but I still need this resolved. So I drive across town to speak to the elusive manager. The guy at the desk hears the story (now the 6th version), says, “She’ll be in Thursday morning. I double-checked the schedule.” He writes my number on the reprinted folio. I leave.

Thursday, 7:45 AM: I call.

Ruth answers. And here’s the conversation: M = me R = Ruth

M: Good morning Ruth. I’m looking for [manager]. R: I’m sorry, she’s not scheduled today. She’ll be in tomorrow. Is there something I can help with? M: (seeing red) You’re telling me she’s not in? I was literally told to call today. Does she even exist? R: I’m sorry sir. What seems to be the issue? M: (explains entire ordeal for the 7th time, and now asks whether I should just dispute the entire stay due to fraudulent activity) R: My accounting team arrives at 9:30. I’ll make sure this is resolved today. M: (with little faith) Sounds good. Please let me know what I need to do.

Meanwhile, I forward this situation to my team of 13 sales reps across the western US.

10:30 AM: I miss a call from Hilton. I call back. Ruth answers.

She tells me she reversed the charges—alone, without the mythical manager—within 2 hours.

Ruth did in under 2 hours what 45+ days, 6 unreturned calls, and a manager who may or may not exist couldn’t be bothered to do. She delivered what no one else at this hotel did: resolution, accountability, and professionalism.

UPDATE: Received reply from Hilton corporate on the matter on 4/26. Was informed that I would receive communication from the local management team within 3 days. It has now been 4 business days, 6 days total since communication received. No follow...

Picture the iconography for the DoubleTree band when you say I enjoyed this hotel so much that others might label me a "tree hugger". By the way DoubleTree property if you start a rewards program with return clients and you call them the tree huggers, I get some royalties on that. The staff at this hotel are very accommodating welcoming and friendly. They have never appeared burdened by any requests that I made and have always gone an extra mile to make sure that my stay is enjoyable and comfortable. They keep the rooms clean and the property in good repair. The location for this property couldn't be more convenient right off the interstate at 72nd Street. That puts you within a 15 minute drive anywhere in the city you need to go. It's located right next to a Burger King there's a restaurant on site but also there's a lot of other properties popping up and there's a convenience store there's lot of restaurants right up the street within walking distance of great Italian restaurant. And that specific area of town is in development very quickly with new things popping up almost every day. That quick interstate access means in no time at all You can be at the zoo or on your way to the outlet mall. Highly convenient. If I recall my room number was 437 which was a king suite on the top floor. There was a small kitchenette immediately to the right when you came into the room. Immediately in front of you was a pull out sofa and there's an armchair then lamp between the two of course in the corner. You felt like there should have been a coffee table there there's definitely enough space for one and maybe one was there but it wasn't there when I got there. I don't want to separates the bedroom from the living area You find a flat screen TV mounted on the wall. TV so close to the wall that there's no way that you can attach hardware to get your laptop connected. I do a lot of presentations so I like to bring your team now and do some run-throughs and make adjustments as we go and using TV as the display so everybody can see the same thing is a great convenience they also take away your ability to connect wirelessly. The decor felt a bit dreary. It's on muted and blended tones of gray and blue and green with out sufficient lighting. The bed was soft the pills were soft The pull out bed was bouncy but it did have a bar going right across the back so if you're on the couch watch out for that. Perhaps the most beautiful aspect of the entire room was the bathroom area. Open sliding door in your led to a narrow but spacious double sink with a light up frosted mirror at the end of which you'll find the toilet and then the shower which is adequately equipped with really good Crabtree and Evelyn soap shampoos conditioners even body lotions. The mirrors provide ample light And the double sink vanity provides playing space so that even with two people in the room each of you can look your best in no time. Overall Yes I'd recommend you book this hotel simply because the staff is so friendly and location is so convenient expect to be a little disappointed in the room but giving the price I think it's okay but do not book the comfort in across the street just spend a couple bucks more book this place and you'll be...

My fiance and I stayed at this hotel this past weekend for his golden birthday. A lot of time and effort was put into making this experience a special and memorable one for us.

First off, I want to say what a beautiful hotel this is. The room we stayed in was very clean and inviting. We had dinner plans downtown Omaha and we inquired at the front desk about possible shuttle services that would be available to bring us back and forth. They immediately set us up with these services and both the drivers there and back were friendly, and made it a great experience for us.

The next morning, we were woke up at 8:30am by continuous knocking. I had requested breakfast in bed when I reserved the room online, so I just had figured that's what is was. Before my fiance could get to the door to see who it was, the maid was already trying to get into our room to clean. If our door hadn't been latched, she would have been able to come right in. After telling her we were still planning on staying for a few more hours, she left. I went downstairs to inquire about continental breakfast, or what they had available. They said we could go to the restaurant and pay $10 per plate. After asking about the breakfast in bed request and why we had not received this, the front desk employee almost made us feel stupid for not knowing we were supposed to ask about a "breakfast coupon."

After a fail with breakfast, we decided to visit the pool and hot tub before we checked out. We were extremely disappointed as the hot tub water was incredibly low and when we tried turning the jets on, the water didn't cover them so it seemed more like a "spray park" experience for us. I saw a maid cleaning the bathrooms in the hallway, so went out to ask her if it was normal for the hot tub to be so low with water. She was talking on her cell phone and rudely told me to go to the front desk and continued talking on her phone. Being as though I was in my swimsuit and wet, I didn't feel it to be appropriate to inquire further with the front desk.

All in all, my fiance and I were very disappointed with our experience. I had stayed at the DoubleTree downtown and had a wonderful time and was expecting the same at this location. It seemed my fiance and I were more of a burden to the employees than valued guests. It saddens me to say we won't...