DoubleTree by Hilton Omaha Southwest

kat 4 months ago

Recently stayed at the DoubleTree Omaha Southwest and overall it was a standard hotel experience. The rooms were clean and comfortable, and everything functioned as expected. The staff was pleasant and check-in was smooth. That said, the lobby felt a bit underwhelming and could definitely use an update to create a more welcoming first impression. It wasn’t a bad stay by any means, just fairly average. Solid option if you need something convenient, but not particularly memorable. It met expectations for a quick work trip.

Jami Montel 3 weeks ago

This is the worst hotel I’ve ever stayed in. The entire top of the window was COVERED in mold. It reeked of musk and mold as I first walked in and then I saw the broken lamp right under it. Open wires near the bed and nightstand, stains on the floors that matched the blood or red/brown splatter on the duvet, dirty bathroom/hair on towels, and splatters on the walls. I moved rooms immediately and noticed the microwave and fridge did not work. That was not a big issue but the next day I had absolutely no hot water so while checking out I mentioned that and was told the problem was known and now fixed. Why wouldn’t you tell your guests that of this known issue? The worst part is that management questioned me for pictures after I left even though I complained in-person, right away and they moved me. I expect this kind of treatment if I booked through a third party app but not when I booked straight through the hotel. I’ve included the last letter I wrote to Guest Relations. It was my third and final attempt to get any sort of recognition for the ill situation. I was awarded 15k points (that I probably will never use) before Veronica even contacted me. Management and guest relations couldn’t care less about making things right with the customer. She definitely took my last paragraph seriously and did not respond whatsoever. I guess if they’re ok ending it like this then so am I! Hello Veronica, Personally, I would have liked to see the situation handled a little differently by starting with a callback from the GM, Jason Johnson. To me, that sounds a little more personable than an email and I didn't think it would be too much to ask since you are indeed in the hospitality industry. However, I will gladly send you the pictures of what I have to help assess the situation. Of course, I do not have pictures of the microwave not working properly, the smell of the room, or the refrigerator and shower temperature. I do have pictures of the text interaction between my mother and Haley after finding the mold and wires, as well as the lamp and splatter on the duvet. I was in town for a funeral and to reunite with distant family that I have not seen in years so forgive me for not taking pictures of the mold or wires. I was more concerned with spending time with my family instead of worrying about the hotel room. Keep in mind that I moved rooms rather quickly because of Haley being so responsive in fixing the issues. She was an absolute pleasure to deal with and I hope she gets the recognition she deserves even with due circumstance. I appreciate the points even though I'm not familiar with them. We travel at most, once or twice a year so I'm not sure I will use them but thank you for offering something more than a cookie or breakfast. I understand in your position that you need to be wary of guests who tend to over exaggerate their issues or concerns but I never thought I would be questioned for pictures over such obvious issues in the room. I suggest speaking with the housekeeping and management team about the unsanitary conditions of room 236. If my young children would have grabbed those wires and been electrocuted we would be having a very different and difficult conversation right now. I am not happy with how this is being handled but I am also ready to put this behind me so please do not feel obligated to respond. If anything, I ask that DoubleTree by Hilton Omaha-Southwest 'DO BETTER' because this entire situation could have easily been rectified.

sydnie cudahy a month ago

I’ve never been so disappointed with a Hilton, first off the service and people that work there are beyond nice and understanding. our room smelt like cigarette smoke. The bathroom sink was clogged, shower did not get hot, my baby had to take a Luke warm bath. They couldn’t give us a new room because the hotel was fully booked. Breakfast was a nightmare!!!! Sat for a hour with no food. They Had one kitchen staff one runner and one host. For a full restaurant!!! Who ever manages this hotel, shame. Shame for not setting your team up for success, shame on not holding up to the Hilton standard. Sad.

SB a month ago

Requested a quiet room and ordered room service. The service was great - appreciate the help. The room needs some maintenance and a deep clean IMO but overall it was a nice hotel.

R Sam 2 months ago

I stayed here for 2 months and the service was consistently top notch. The reception staff is professional and quick to help with any questions. A special thanks to Cameron at the front desk for being so helpful and taking care of everything I needed. Highly recommended for both short and long stays!