Holiday Inn Express & Suites Omaha Downtown - Old Market by IHG
🏨 Hotels & Travel · Omaha
total experiences
replied on google
Most reported issues
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Experiences
inadequate parking availability and poor customer service during phone inquiries
Business reply on Google
Hi Andrew, We're really sorry to hear about your experience with parking and the communication issues you faced. It's disappointing to know that this affected your stay. We truly value your feedback and will address these concerns with our team to improve our service. We hope to have another opportunity to provide you with a better experience in the future. - Best Regards
Hotel refused reimbursement for Uber despite prior notification of arrival.
Harassment by staff and long wait times at check-in
Business reply on Google
Barton, It is unfortunate that this experience happened. Behaviour by the guest should also be respectful and camera footage from both outside and inside suggest that your behaviour is what had the police called. The threatening messages and outrageous name calling that is documented has also been noted. These items will be sent to Ihg. I hope you treat others better in the near future. General Manager
Removal of in-room coffee makers and insufficient hotel parking.
Staff entered room and searched personal belongings despite privacy sign.
Business reply on Google
Johnnie Sims, Thank you for sharing your experience. I am unaware of such an incident and having it brought to my attention is what is needed. This hotel doesn't do these things you mentioned so can you please inform me of what day this happened so I can see who was on staff? You are more than welcome to take it above me, however, the case you open gets sent to me to handle. They always send them to the hotel General Manager to address. I am willing to look into this as this is not the culture I have built here. I do have new staff, that is why I am asking what day(s) this happened so I can immediately address this. I have been on property everyday and would have liked to have had a conversation with you. Please let me know. I would like to fix this and see what I may be able to do for you as safety and privacy are very important to me and no one should EVER feel unsafe on my property! Sincerely, Lisa Hudgins General Manager gm@omahahiexpress.com
unexpected parking fees and incorrect room type provided at check-in
Business reply on Google
Hi Alyssa, We're truly sorry to hear about your experience and the challenges you faced during your stay. We understand the frustration with unexpected parking fees and room changes, and we apologize for any inconvenience this caused. It's disappointing to know this was your least favorite stop, and we appreciate your feedback as it helps us improve. We're glad to hear the breakfast staff made a positive impression, and that you found the beds comfortable. We hope to have the opportunity to provide a better experience in the future. - Best Regards
Room was uncleaned and staff provided poor service regarding room availability.
Business reply on Google
Hi Donna, Thank you for sharing your experience, Donna. We sincerely apologize for the inconvenience you faced with your room and the parking situation. Your feedback is invaluable, and we will address these issues to improve our service. We hope you'll reconsider and give us another chance in the future. -Best Regards
The hotel room was dirty and management accused guests of lying.
customer charged for two days despite never checking in
Business reply on Google
Hi Robert, We’re sorry to hear about the confusion with your reservation and the subsequent charges. We encourage you to reach out directly at +1 402-509-3451 to discuss this matter further. - Best Regards
Excessive noise from neighbors and construction prevented sleep.
Business reply on Google
Hi Mary, We’re sorry to hear about the disturbances during your stay. It's disappointing that noise issues affected your rest, and we understand how frustrating that can be. Your feedback about the quiet hours and construction noise is important, and we’ll use it to improve our guest experience. We’re glad you found the hotel and breakfast pleasant, and we appreciate your kind words about our check-in staff. - Best Regards
Hotel charged for no-show after failing to assist with access issues
hotel room had mold, hair, and empty hygiene dispensers
Staff were rude and refused to modify reservation policies.
Business reply on Google
Gerardo, We understand the frustration when it comes to policies. I do know that I am in the works on trying to get IHG to work with us on the modification of your reservation. IHG does like to go above and beyond for their guests, and I am sure we will see a positive result regarding yours! Lisa Hudgins General Manager
Hotel refused room change for flooding and denied refund for stay
Staff refused room change and called police over a request.
Business reply on Google
Mr. Randall Frykberg, You booked an accessible room yourself. We did not put you in the accessible room. I have the proof. I hope you treat other hotels better than you did my staff and I. We didn't make the reservation and will not tolerate being blamed and disrespected for it. If you did not book the accessible then you should be contacting priceline instead of the awful things you are saying about this business, and my staff. Lisa Hudgins General Manager
Hotel lacked promised shuttle service and failed to provide confirmed rooms.
Business reply on Google
Sheri, It is unfortunate that you had to have your flight cancelled! We heard there were 5 flights cancelled and hotels swarming with distressed passengers! We know frustrations can fly high during these times. The airlines doesn't make reservations at hotels, they give you a voucher or code to give to a hotel and then the hotel makes reservations with the available rooms they have. We do hope you made it to your destination safely! Also, we do have shuttle service and we use Uber paid by the hotel. This is an elevated and more safer service for our guests. Also you paid $98.12 with tax for your room. Not $182.00. Lisa Hudgins General Manager
The front desk manager displayed unprofessional behavior and poor hospitality.
Business reply on Google
Hi Simon, Thank you for sharing your thoughts with us. We are sorry to hear your stay didn't go as expected. I would like to hear more about your experience. Please contact me as I have emailed you as well. Hope to hear from you soon! Lisa Hudgins General Manager gm@omahahiexpress.com
Poor soundproofing, parking fees, and lack of front desk staff.
Business reply on Google
Hi Adam, I appreciate you sharing your thoughts. I am having difficulty finding your reservation at our hotel. Could you kindly provide me with the room number so that I can address your concerns? Having someone at our front desk is a top priority and with you informing me of your room number, I can track which staff member/s who worked so I can coach them. Our parking fees are posted on every IHG affiliated website and IHG has named our property with the "downtown" location. I know how frustrating this can be if you are expecting to be in the "heart" of downtown Omaha. We are in downtown, just not the "heart" of it. I hope to hear from you soon. Lisa Hudgins General Manager
Hotel provided incorrect room type and had stained bedding.
Business reply on Google
Ashley, As you are posting on several sites, taking accountability for your part in us NOT being able to contact would be great. We do wish the best for you and your family. Lisa Hudgins General Manager gm@omahahiexpress.com
insufficient parking and limited room amenities provided by the hotel