We reported this issue to Hilton Corp. office. At this W. Omaha hotel, the customer-facing staff af front desk and dining area were terrific. The nature of the problem is that I reserved a specific room type, with the goal of entertaining visitors (one bed, sofa and coffee table), but at check-in, we were wrongly given a standard room (2 queen beds). The staff at the front desk (Derrick and Colleen) were helpful, assuring us that the problem would be fixed in the morning. The morning desk agent, Colleen, was friendly and professional. She assured us that we would be moved to the right room as soon as it was clean and ready (which occurred at 11 am). After this room (207) was cleaned, we packed and cleared everything from our first room, moved our luggage to the hallway, and went to retrieve the new keys. Note that our luggage was in transition in the hallway between the rooms. Then Manager Kim King got involved. She first told Colleen to inform my husband they would not move us to a new room. Next, when we said that the hotlel's error and refusal to corrrect it were unacceptable, Ms. King threatened to have guards remove us. At last, she viewed our reservation and whispered to Colleen, "this was our mistake" and said she would allow us to move. Ms King apologized once and thought it justified her behavior. Later, at check-out, she was unprofessional again. She first promised us a refund, then said we should have left the hotel when we arrived. She continued arguing with me.
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酒店回复: I am sorry that we failed to meet your expectations. Unfortunately, our hotel does not offer the room type that you requested, which was 2 queens with a sofa pull out. When you booked your reservation, you booked 1 king bed with a sofa bed. We did give you a room with two beds. I apologized for the miscommunication between all parties. I explained to you the day prior during the conversation in the lobby. I apologized again for the error and provided you with the room type that you originally booked, 1 king bed and a sofa pull out. We mutually agreed that that the issue was resolved. I again, apologized. You continued your stay for two additional nights. I requested that you contact me after the first low rating review. Unfortunately, you did not. We are committed to making things rights for all of our guests. We are sorry that we fell short this time.Thank you.
5.0分
家庭亲子
The room was clean and nicely furnished. The beds weee very comfortable. Highly recommend this location.
5.0分
其他
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Our Stay in Omaha
Our stay was awesome. Staff was warm and friendly. Very helpful. Room was exceptional. The breakfast chef did a fantastic job keeping food warm and fresh. The entire staycwas second to none. Loved the fitness center.
5.0分
其他
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Would stay here again.
Clean. Quiet and safe. Good breakfast. Great, friendly service.
Water pressure was low, and our shower squealed. Literally.
Overall, would stay here again.
5.0分
家庭亲子
Beds and pillows were very comfortable. Easy access to large thoroughfare. Friendly staff. Will stay again. Good price for quality.
5.0分
家庭亲子
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We really liked this hotel! My husband stayed there a week ago and liked how everything was so we ended up booking it again for our family stay (have never booked the same hotel twice because it was never great to come back). Great facility, nice warm pool, very good breakfast (I mean they even have fresh strawberries and whipped cream!). I definitely recommend this place!
5.0分
商务出差
Derrick was amazing very helpful The hotel was very nice as well. Super clean.
4.0分
商务出差
We were in Omaha for a medical procedure. The motel was close to the medical office we were using
5.0分
商务出差
Excellent staff! Very friendly and clean hotel. We will stay here again.
一切都很好
We reported this issue to Hilton Corp. office. At this W. Omaha hotel, the customer-facing staff af front desk and dining area were terrific. The nature of the problem is that I reserved a specific room type, with the goal of entertaining visitors (one bed, sofa and coffee table), but at check-in, we were wrongly given a standard room (2 queen beds). The staff at the front desk (Derrick and Colleen) were helpful, assuring us that the problem would be fixed in the morning. The morning desk agent, Colleen, was friendly and professional. She assured us that we would be moved to the right room as soon as it was clean and ready (which occurred at 11 am). After this room (207) was cleaned, we packed and cleared everything from our first room, moved our luggage to the hallway, and went to retrieve the new keys. Note that our luggage was in transition in the hallway between the rooms. Then Manager Kim King got involved. She first told Colleen to inform my husband they would not move us to a new room. Next, when we said that the hotlel's error and refusal to corrrect it were unacceptable, Ms. King threatened to have guards remove us. At last, she viewed our reservation and whispered to Colleen, "this was our mistake" and said she would allow us to move. Ms King apologized once and thought it justified her behavior. Later, at check-out, she was unprofessional again. She first promised us a refund, then said we should have left the hotel when we arrived. She continued arguing with me.
The room was clean and nicely furnished. The beds weee very comfortable. Highly recommend this location.
Our Stay in Omaha
Our stay was awesome. Staff was warm and friendly. Very helpful. Room was exceptional. The breakfast chef did a fantastic job keeping food warm and fresh. The entire staycwas second to none. Loved the fitness center.
Would stay here again.
Clean. Quiet and safe. Good breakfast. Great, friendly service.
Water pressure was low, and our shower squealed. Literally.
Overall, would stay here again.
Beds and pillows were very comfortable. Easy access to large thoroughfare. Friendly staff. Will stay again. Good price for quality.
We really liked this hotel! My husband stayed there a week ago and liked how everything was so we ended up booking it again for our family stay (have never booked the same hotel twice because it was never great to come back). Great facility, nice warm pool, very good breakfast (I mean they even have fresh strawberries and whipped cream!). I definitely recommend this place!
Derrick was amazing very helpful The hotel was very nice as well. Super clean.
We were in Omaha for a medical procedure. The motel was close to the medical office we were using
Excellent staff! Very friendly and clean hotel. We will stay here again.