Holiday Inn Omaha Downtown - Waterpark, an IHG Hotel

"1) Arrived at parking lot to see a Ford F150 Raptor covered in yellow POLICE LINE - DO NOT CROSS tape. Why isn't this vehicle being towed? Ongoing police investigation? 2) Room not ready until 6pm. 3) Room prepared very quickly and sloppy. 4) Whirlpool not working. Young kids had fun though, so 2 stars for that. 5) Unforgiving and unapologetic front desk and I worked in hotels for 12 years. 6) Burger Theory breakfast very underwhelming. Would not recommend."

"We’ve been using this hotel as a “staycation” or kids birthday destination for YEARS, and the quality has steadily declined over that time. The hotel is a dump now, and it’s ridiculous for a Holiday Inn not to offer any complimentary breakfast options or free surface parking. It’s Omaha, not a major city like Chicago, while I think they should take measures to prevent unauthorized vehicles from using their lot (there are a lot of apartments, nightlife, the stadium, and the CHI arena nearby), charging guests $15/day to park in an open lot is asinine. They’ve also started charging extra for pool wristbands when you book, it used to be that they were included in the room rate and you could pay for additional bands. Despite paying the extra charge, they forgot to give me my wristbands at check-in, although no one monitors whether or not people have them. I’m afraid to call that out when it has benefitted me in the past, but it’s also a nuisance when a group brings in like 20 horribly behaved kids (which is every time we stay). I watched a kid throw up next to the water slide and just walk away from it and continue swimming once. The hot tub was broken (which no one mentioned at check-in) and was FREEZING. They didn’t have any pool towels. They don’t even keep any in the pool area, you have to go back out and ask the front desk. One of the TVs in our room was broken. The room was unbearably hot all night despite having our thermostat at 67°. Every single ice machine was broken, we went to every floor—another thing that wasn’t mentioned to us, they could have saved us a wild goose chase by posting signs or even a note in the (useless) ice bucket in our room. We’ve always had a pretty good experience at the Burger Theory restaurant but this last time, there was only ONE employee running everything and they were out of a ton of food options. He was nice enough and got everything out to us pretty quickly, but I also felt rushed and like a nuisance for being there. He also gave us our ticket without asking if we wanted anything else. I’m really upset by what we paid considering almost nothing worked."

"I booked a room a week ahead of my “stay” the person I reserved the room though told me the price and that I would not be charged until my check in time but that I had to have a credit card on file. I agreed & gave him my info. He also advised me that there wouldn’t be a deposit & I was allowed to check in at 2 instead of 4 so I could decorate the room for my daughter’s party. The day of the party I saw a transaction declined (my transactions were turned off on my card) additionally to a voicemail stating that I had one hour to call back and make a payment before the room was given to someone else. I called and explained to them that I was told I wouldn’t be charged until I arrived for check in. A rep put me on hold, she came back on the line & told me that she processed the payment and that I would not be allowed to check in at 2. Upon arriving to check in, I was told my card would be ran for an additional $100 for a deposit after I was previously told there wouldn’t be a deposit . I then asked to speak with the manager and requested a refund. The manager wouldn’t assist me with the matter nor come to the front desk to talk to me because she was “busy” RUDE! I then was told to call back Monday to speak with Gm, he wasn’t in the building until Tuesday. I spoke to him and voiced my concerns and issues and told him I would like a refund processed, he then told me he would look into it and call me back. He never called me back and went home for the day! HORRIBLE CUSTOMER SERVICE! Will never book with them ever again!"

"We had great experience & service when part of a group and treated as a special event. Our room, however, was never cleaned the 3 nights we stayed. The hotel seemed understaffed as requests took time before getting a response, our shower nozzle was in need of service, weren’t given enough towels upon arrival, never had ice in all machines throughout the hotel or in the restaurant (the recommendation as an alternative). We were frustrated that overnight parking was $15 in addition to the room each night when no other special events were taking place in or around the hotel."

"The hot tub was cold. The pool area was dirty Never any pool towels. They charge extra for parking in an open regular parking lot. They were out of forks for their terrible $15 per person breakfast. They charge extra for a continental breakfast. That was out of everything. There was a party above our room that didn’t stop till midnight and started back up at 6am we told the front desk and nothing got done. The only plus was the front desk attendant was nice, courteous and tried to be helpful but her resources must have been limited. I would never recommend this overpriced hotel to anyone."