Hilton Garden Inn Omaha West — Hotel in Omaha

I booked our room through Booking.com. I was clear that I needed a room that could bed my husband and I, along with 2 teenage boys. We would like a jacuzzi tub in the room and Continental Breakfast. When I received the confirmation via email, I had a few questions on the requested accommodations. I thought best to call the hotel itself. The confirmation stated roll in handicapped accessible shower. Sofa sleeper in the room. "Breakfast costs $9.95 per person per NIGHT" When speaking to the receptionist, he told me if I was looking for those things than I needed the King room. I told him that was the room on the confirmation. He said there were different types of King rooms and I needed the Suite. So I verified if there was a jacuzzi and sofa sleeper for 2 in the room. He said yes and the bedroom closed off from the "living room" area. I also explained I was confused that the confirmation said Breakfast and then referred to per night. He said he didn't know what that meant and that there was a Continental Breakfast on the weekend mornings. So, we arrive at the hotel. Receptionist greets us very pleasantly, refers to the dining area and says there is breakfast on the weekends. Verifies that the snack area does cost and we can charge to the room if we do not have cash. We go to the room and there is no closed off bedroom area, no jacuzzi and no roll in shower either. I take a shower the first night, sit on the closed toilet lid and it breaks completely in half and pinches the back of my leg causing a blood blister. I call the receptionist and explain what happened. It stayed broke for 2 days. No repairs. We go to the Walgreens just down the road to get snacks because water is $2.00 for non Silver members....get back to the room and there is food all over the inside and under the fridge in the room. The bed is as hard as a rock and the pillows are complete opposite. Saturday morning we go down to the dining area to get breakfast and while making our plates, the employee working in the area informs us that breakfast is $11.95 per person (Not the $9.95 on the confirmation). I explained we were told it was free Continental. Rudely responds with her hand on her hip, "Are you Silver members?" So, we went to Village Inn. We are from Council Bluffs which is just over the river. We decided a staycation was in the budget this year and wanted to treat our son and his friend. We thought we would spend the extra money and stay at the Hilton. We were so excited and then kind of let down. Everyone just make sure if you are looking for something specific and book online, you read all the fine print and ask all the...

My wife and I were visiting a family member who was hospitalized nearby. I wanted nice accommodations to offset the stress we were experiencing because of the nature of our visit. I have been a Hilton Honors member for several years and have always found hotels that were well appointed||This hotel fell far short of my expectations. For one thing, the website indicated it had a restaurant on site. While this was technically true, it was not open. “Breakfast” in the lobby the first morning consisted of fruit, yogurt, an envelope of oatmeal without milk, or a cold Jimmy Dean sausage sandwich. Drinks were, cranberry juice, orange juice or plain coffee (no decaf). The selections improved for the rest of our stay, with a limited continental breakfast for an additional $6.95 per person. Full, buffet-style breakfast was $12.95 per person.||The room was moderately clean, although the bathroom floor was questionable. The shower head needs replaced and the drain in the lavatory is slow enough that I wonder what might be clogging it up. The bathroom does not have an exhaust fan. I’m surprised that is even allowed by code. The sliding part of the room’s window is missing weather stripping, so there was a considerable level of street noise. I was grateful that no rain seeped in during a thunderstorm, but suggest you avoid room 407 in the winter unless you bring a roll of duct tape to seal the gap. Keep reminding yourself, “this is a Hilton Hotel.”||Maid service for the room was offered every fourth day, under the guise of respecting our privacy. A placard on the mirror informed us we could request it sooner by contacting the front desk. Our last morning, I stopped at the front desk to get a box of facial tissues. I was told housekeeping would bring it to the room. It arrived an hour later. ||There is a placard in my room titled, “The Hilton Garden Inn PROMISE.” Hilton management knows what that says. I do not think it is my responsibility to act as quality control for a multitude of issues. If this were a cheap hotel, I would give it a two-star rating. Considering my expectations of Hilton standards, I can only offer one star. I was subsequently asked by two individuals whether I would recommend the hotel. I told them to look elsewhere. I also talked to an individual who had stayed there recently and had expressed...

Worst place to stay. The way they treat guests/employees from another location is horrible. I was an employee for the Hilton company. Because I used my employee discount I was treated like trash. Never mind that I'm 7 months pregnant and in Omaha to have testing done on my unborn child. I was given a room that was already rented by another guest. Front desk clerks felt they had to do to much to get me a room that wasn't occupied. Was told numerous times "You're an employee for the franchise, you should be thankful for what you get." Had to file a formal complaint with Hilton's customer service line because the General Manager wouldn't take my calls. Only to have the General Manager Lisa call the hotel I worked for and lied to get me fired! Said I was drunk and disorderly my entire stay (being pregnant). Said I was rude and obnoxious to her staff (they were put out about having to find me a room that I reserved 3 times). Then proceeded to tell my boss that that I let the children that I had with me run around at all hours of the night (despite the fact I had witnesses the children didn't belong to me or my family I had with me.) So not only was I stressed out by having to have tests done, I lost my job, because I made a formal complaint for being treated like trash. I would hope they don't treat their "paying" guests like this.

UPDATE: According to the response I was given by the General Manager and NOT the owner, this has happened before. As mentioned by the General Manager responsibility should be taken, yet I have not seen her or the hotel take responsibility for their actions towards their guests. Lisa plays the blame game. Everyone else is wrong except her employees or herself. On a better note since she has not provided any proof I won my case against the Hotel that fired me for wrongful termination. The next step is this Hotel and Lisa herself. P.s I have no siblings. That shows me there she treats the ones with employee...