Embassy Suites by Hilton Omaha Downtown Old Market — Hotel in Omaha

Tl;dr summary: If you or someone in your group is in a wheelchair, use the small front parking lot. Beautiful hotel with comfortable beds and tons of complimentary items including 2 drinks during evening service, tea and coffee in room, breakfast, and shower and bathroom items. The customer service is AMAZING, especially Liz at the front desk. The pricing is very reasonable and fair. Great location in the downtown/old market area. Close to restaurants, bars, and CHI center. Download the Hiliton app, you can check in on it, use your digital key, and shows information about the hotel and area.

While not everything was absolutely perfect, the amazing service we received made up for the flaws, and they were fixed. For that reason, I still believe 5 stars is accurate.

The not perfects: I stayed one night with my mom, who is in a wheelchair, the night we attended the Shania Twain concert. Had I not been with my mom, I may not have noticed this. So, if you need accessibility, especially with a wheelchair, this is important. We arrived and went to park in the gated parking lot (which cost $23 but from what I've seen, paid parking is pretty common in the area). We parked in a handicap spot. Not knowing where the front door was, needing to use the restroom very badly (3.5 hour drive with a traffic delay and I'm pregnant), and not thinking we went towards the door on the south side of the building, closest to the parking lot. To get there I had to push her up and down 4 decently steep curbs in her wheelchair. Luckily, I had the key saved on the Hilton app already so we could get in. I then had to push her up 4 ramps to get to the next story up where the front desk was. It was not accessible and would not qualify as ADA entrance, at all.

So why 5 stars given that? Well, it was partly my fault for not thinking to see where the front door was. Even then, the front door is 3 blocks away from the handicap spots in the parking lot and requires crossing a street. But the real thing that made it up is the amazing customer service we received when I talked to the front desk. I wasn't very nice as I was super frustrated. I'm never like that and I immediately apologized several times, which they insisted it was fine and joked it was my pregnancy hormones. I told the front desk about our problems and the front desk manager, Liz, told us we could use the front parking lot, and since we have an ADA booking, there's no cost for parking. She was so calm, nice, and didn't get frustrated even when I was angry and mean to her. She then offered us each a complimentary drink from the cooler. She was seriously amazing and her customer service skills are top notch.

More pros:

The hotel is absolutely beautiful, from the lobby to the elevators overlooking the atrium that's open on all 7 floors, to the rooms. Our room was perfect and exactly what I booked. The beds were comfortable, water warm, coffee and tea in the room, soaps, shampoo, conditioner, and Lotion in the bathroom. Even had automatic drapes which I thought was pretty darn neat! One of the knobs in the shower was broken off and couldn't be used, however I'm sure if I told them they would have fixed it for us. I just didn't need it as there's 2 shower heads. The price is absolutely amazing for what you get, including 2 complimentary drinks during evening reception at the bar (you do have to tell them you're staying there and show them your key or they'll charge you). We woke up late so we didn't get to eat the complimentary breakfast there, but I heard from other guests it was amazing. We didn't use the pool or gym, but I did check them out and they're nice. There's also a Starbucks on the main floor that I took advantage of and it was great!

It really feels and looks like a hotel that would charge a lot more than we paid. And the customer service was top notch. Seriously, Liz needs a huge raise and should give customer service and managing guest concern classes to...

The Embassy Suites Downtown Omaha offered a generally positive experience for our large, multi-generational family (11 people, ranging from 5 to 19 years old, including a child with Down syndrome). The spacious, adjoining rooms were a definite plus, accommodating our group comfortably, and the location was ideal for visiting the zoo and surrounding attractions. Despite being near the elevators, our room was surprisingly quiet. The breakfast was a highlight, with an impressive selection and supportive staff. The complimentary evening cocktails also provided a welcome respite after busy days. However, the pool area, while enjoyed by the kids, had some drawbacks. The strong chlorine levels caused eye irritation, limiting our time there, and the singGood morning, beloved family and friends! It's Tuesday, and I'm sending you waves of heartfelt inspiration and happy vibes. Rise and shine! Let's get moving, be productive, and fill our day with positive energy. Think of today as a fresh start, a chance to create something beautiful. May you find joy, strength, and unexpected blessings. Wishing you a truly wonderful day! Good morning, beloved family and friends! It's Tuesday, and I'm sending you waves of heartfelt inspiration and happy vibes. Rise and shine! Let's get moving, be productive, and fill our day with positive energy. Think of today as a fresh start, a chance to create something beautiful. May you find joy, strength, and unexpected blessings. Wishing you a truly wonderful. The pool furniture, in general, appeared worn and in need of replacement. Our two-night stay revealed some housekeeping inconsistencies. While the initial touch-up was adequate, the failure to replenish Kleenex, especially given our family's allergies, was a significant oversight. The hotel was bustling during spring break and St. Patrick's Day, which likely contributed to some of the wear and tear, but overall, the staff's helpfulness and the hotel's convenient location made it a worthwhile stay. The Embassy Suites Downtown Omaha offered a generally positive experience for our large, multi-generational family (11 people, ranging from 5 to 19 years old, including a child with Down syndrome). The spacious, adjoining rooms were a definite plus, accommodating our group comfortably, and the location was ideal for visiting the zoo and surrounding attractions. Despite being near the elevators, our room was surprisingly quiet. The breakfast was a highlight, with an impressive selection and supportive staff. The complimentary evening cocktails also provided a welcome respite after busy days. However, the pool area, while enjoyed by the kids, had some drawbacks. The strong chlorine levels caused eye irritation, limiting our time there. The pool furniture, in general, appeared worn and in need of replacement. Our two-night stay revealed some housekeeping inconsistencies. While the initial touch-up was adequate, the failure to replenish Kleenex, especially given our family's allergies, was a significant oversight. The furniture definitely needs replacing, the lounge chair was extremely hard and uncomfortable. There's areas throughout that needs repainting or/and touch-ups. The hotel was bustling during spring break and St. Patrick's Day, which likely contributed to some of the wear and tear, but overall, the staff's helpfulness and the hotel's convenient location made it a...

The hotel is in a great location in downtown Omaha. Easy to get to and ideal for those who like to walk to bars. Eateries and shops. The suites are really nice since they have rooms that close off. Separate bathroom, bedroom closes off from rest of room. Nice living/dining kitchenette space with mini fridge and microwave. The room was also clean and generally quiet. The hotel is an open space set up, so all rooms and doors face out to the Atrium, which is really beautiful. But if you don't like that type of set up and prefer to open into private hallways, you won't like this. The main issue with this hotel is that the valet service is HORRENDOUS. We paid $29.00 per day for valet. 3 of the 5 nights we stayed we had to self park because the valet closes at 11pm. 3 of the 5 days we had to wait for valets yo find our keys. 2 of the 5 days one of the valet personnel reeked of weed so bad you could have caught a contact high after a while. I mean it was bad. The last night we stayed we pulled in at 8pm. Valet lights off in the office no one came out. So we self parked to get inside the hotel and be told that "they are in there. They like to turn the lights and hang out sometimes." She actually went and got him to park the car. So for $29 per night, we basically parked our own car and also had a curfew if we wanted to use valet. The 2nd issue were the beds. Those beds are hard and so uncomfortable! Like terribly. My hips still hurt from side sleeping on that mattress. 3rd, the water pressure was literally nil. You could not turn on the hot and cold together because it would just stay cold and you only got a trickle of each separately. It was horrid trying to wash your face or anything in the sink. Lastly, though not the hotels fault, since this is open concept and your doors are open to the Atrium and walkways, children running around like children do and screaming like the free spirits they are, sound like elephants running though a brothel! For the love of God we were glad that from the bedroom it was not that bad but from the main area it was loud and obnoxious. This stay was not what I expect from a Hilton establishment. This isn't a luxury hotel, I know, however it should have been a comfortable and enjoyable stay and it was not, not by Hilton standards. I must add though that the housekeeping, bar staff and front desk were honestly very kind. Professional and welcoming. It is what saved this from being a 1...