Omaha Marriott — Hotel in Omaha

This hotel is obviously not concerned about the customer experience. ||||When you get to the hotel, you’re required to scan a code and register your vehicle to park. Not that big of a deal except when it’s a rental car and you arrive in the evening and had to walk back to your car with your cell phone flashlight to get the information needed to park at the hotel. ||||The thermostats in the room don’t work. My first had no power and we had to have the maintenance man (very nice guy) come back to my room three times before he determined it wasn’t working. ||||They changed my room to the only available room they had and the maintenance man checked the AC and claimed I would be good to go. ||||Had a horrible nights sleep because the AC turned off and started blowing warm air into the room in the middle of the night. The picture shows the temp set to 50 and the room temp being 78 degrees.||||Upon checking out the “manager” started his co creation with me by lecturing me on being “courteous” because I told him “I don’t shake hands”. Not trying to be a jerk at all, but I don’t like to shake hands - especially with people I don’t know and during time when the flu is running rampant. He took offense and decided to escalate the conversation by lecturing me on social norms and “common courtesy”. ||||I asked him if he knew why I asked to speak with him and he rolled his eyes and said, “yeah…because of the air conditioning.” He was smug and condecending - obviously not wanted to be bothered by the fact the rooms in the hotel were unbearably uncomfortable. ||||I then asked him about breakfast because the concierge lounge was empty. He told me the front desk should’ve told me and insisted they gave me a coupon when I checked in. I told him they did not give me a coupon and he responded agin condescendingly, “well you need to have status to get a free breakfast. Do you have status?” ||||It got to the point where I asked him for the name of his manager and he told me to file a complain with Marriott. I explained that I would file a complaint but wanted the name of his manager. He told me Marriott would give me the name when I file my complaint and then asked me to leave the property. I told him I would happily leave when I received the name of the manager and he treated to call the police. ||||My favorite part of the exchange is when he told me he called my assistant the night before to ask her how my room was. I told him I don’t have an assistant and asked him why he wouldn’t simply call my room and ask me. He again insisted that he called my assistant and when I told him I don’t have an assistant he said, “that’s what I thought you say”. ||||It might be easy to write this off as the manager having a bad day, but I’d argue this is exactly what happens when you hire unqualified people to manage a crappy property. This “manager” has no business being in the hospitality business. He was a jerk from the moment...

Edit: 2/16/2024 7 years later I can still say that this is still the worst experience I have ever had at a hotel.

Edit: 6/11 Marriott Corporation directed us back to a service manager at the hotel. Unfortunately, like all customer service at this hotel no one really cares.

Hotel is very nice. I have no complaints about anything except the last hour we were there. Rooms were clean and the pool was the right temperature. The hotel was very comfortable. Large TV with a panel to plug in a game console or a computer is a huge plus for us. Would go back anytime I was in town but the last hour is why it's one star. One star too many...

While in the lobby talking with family members getting ready to leave. We overheard a lady (Tabatha, likely the cause of all my problems. Not friendly at all.) talking about a room that had not paid. "Room 424 had not paid for their room. They are thieves so don't return their items till they pay." We were 424 and had paid. My wife interrupted and ask for more details.

Because of the actions of the hotel. We lost our right to check out. I would say kicked out of our room instead. Our kids snack food for the trip was trashed by the maids. The crib we had in the room was out in the hall. Other items (phone and two kindles) were in lock down till "we paid". (How serious can you take a hotel that you overhear calling you thieves yet is OK taking your stuff for ransom) Not sure how taking our stuff is legal. I'm looking into that... but I would have thought the sane option would have to lock down the room or contacted us first. A credit card with ID was used to check into the room. So it's not like we were ghosts. My wife is a Marriott member so our info is easy to get. No effort was given to contact us before taking our items. As a guest I would have assumed some professional courtesy would have been extended to us before this level of treatment was used.

After seeing what was a "computer error" or likely human error they finally returned our items. (BTW we were blamed for the error at one point. We were thieves but now hackers I guess... multi talented group we are.) Even after the error was discovered no one apologized at the front desk or really cared beyond giving us a card to call someone who might care. They have the power to really screw up your day but will take no responsibility after doing it. We were no longer guests at that point and to them this issue was now resolved. If this is how Marriott handles it's affairs I can no longer support its establishments. The fact that this even happened is beyond unacceptable and unprofessional.

While checking the room for items the maid was the only awesome person. She apologized even though none of this was her fault at all. I bet she said sorry 15 times. Too bad she didn't run the hotel as this minor error would have been taken care of like we were guests instead...

This hotel is obviously not concerned about the customer experience.

When you get to the hotel, you’re required to scan a code and register your vehicle to park. Not that big of a deal except when it’s a rental car and you arrive in the evening and had to walk back to your car with your cell phone flashlight to get the information needed to park at the hotel.

The thermostats in the room don’t work. My first had no power and we had to have the maintenance man (very nice guy) come back to my room three times before he determined it wasn’t working.

They changed my room to the only available room they had and the maintenance man checked the AC and claimed I would be good to go.

Had a horrible nights sleep because the AC turned off and started blowing warm air into the room in the middle of the night. The picture shows the temp set to 50 and the room temp being 78 degrees.

Upon checking out the “manager” started his co creation with me by lecturing me on being “courteous” because I told him “I don’t shake hands”. Not trying to be a jerk at all, but I don’t like to shake hands - especially with people I don’t know and during time when the flu is running rampant. He took offense and decided to escalate the conversation by lecturing me on social norms and “common courtesy”.

I asked him if he knew why I asked to speak with him and he rolled his eyes and said, “yeah…because of the air conditioning.” He was smug and condecending - obviously not wanted to be bothered by the fact the rooms in the hotel were unbearably uncomfortable.

I then asked him about breakfast because the concierge lounge was empty. He told me the front desk should’ve told me and insisted they gave me a coupon when I checked in. I told him they did not give me a coupon and he responded agin condescendingly, “well you need to have status to get a free breakfast. Do you have status?”

It got to the point where I asked him for the name of his manager and he told me to file a complain with Marriott. I explained that I would file a complaint but wanted the name of his manager. He told me Marriott would give me the name when I file my complaint and then asked me to leave the property. I told him I would happily leave when I received the name of the manager and he treated to call the police.

My favorite part of the exchange is when he told me he called my assistant the night before to ask her how my room was. I told him I don’t have an assistant and asked him why he wouldn’t simply call my room and ask me. He again insisted that he called my assistant and when I told him I don’t have an assistant he said, “that’s what I thought you say”.

It might be easy to write this off as the manager having a bad day, but I’d argue this is exactly what happens when you hire unqualified people to manage a crappy property. This “manager” has no business being in the hospitality business. He was a jerk from the moment...