Hampton Inn Omaha West-Lakeside

0/0 Customer Service Due to severe weather, the power went out at my primary residence. After hours without power, we decided to get a hotel room. I booked a room online at approximately 10:05 PM and received confirmation at 10:10 PM. When I arrived at 10:45 PM, I discovered that my room had been canceled without notice. Cecilia claimed they tried to call me but didn't reach me, so she asked her coworker to come to the front desk. While remaining calm, I asked if they would relocate me to another property since they oversold the rooms to maximize sales for the evening. As someone with experience in the hospitality industry, I know how this process works, which is why I inquired. Cecilia said her manager, Kaylie, would assist me. Kaylie then said she would call the Sales Coordinator, Nichole Faatz, to see what the plan was. I demanded that they contact other properties because the error was theirs and they needed to rectify it. Cecilia called Nichole, who arrived with an attitude. I was on the phone with a property that had availability, but Nichole refused to relocate me, claiming I was being rude to her staff. There is a difference between being rude and pointing out inconsistencies in their stories. I received no update until 10:52 PM, well after the reservation came through. I observed Kaylie going into the back with Cecilia and Adam, and then I mysteriously received a text stating, "Good evening Tesha! Unfortunately, we are sold out and had to cancel your reservation. I am so sorry for the inconvenience. -Kaylie." When questioned about their dishonesty, they became defensive. Nichole insisted they couldn't leave a voicemail due to security reasons, but they could send a text instead, which makes no sense. Ultimately, I believe I was discriminated against as a Black female because I saw three white guests check in. Typically, when a property walks a guest, it's on a first-come, first-served basis, and whoever arrives last gets walked. According to Hilton's policies, "Hilton Honors Relocation & Recovery (Walk Policy) Occasionally, a hotel may find itself in an overbooked situation. All Go Hilton Team Member and Family & Friends rate reservations in such situations are to be honored as any other reservation for a Hilton Honors member; Hilton Honors Relocation & Recovery policies apply the same to Team Member and Family & Friends reservations as to any other reservation type for overbooked situations. The guest should be relocated to another local hotel within a reasonable distance with all the usual Hilton Honors walk benefits based on the guest's tier status." The employees did not follow protocol and had no intention of relocating me at their cost. If they had good intentions, they would have secured another property before my arrival. The Sales Manager left the inventory open, not anticipating the severe weather's impact on occupancy levels.

Above average Hampton Inn This property has very nice desk clerks, and breakfast staff. It has an indoor pool. Every thing is clean. It is about 7 miles from I-80. This property has a very slow internet upload and download speeds. The room bulbs a very dim, and unless you are directly under a lamp, it is difficult to read. The do not have the UDSA Today news paper. If we were to be in this area again, we would stay here in the future.

Good Location Staff was very helpful in showing us a room before we made a reservation. Rooms were updated and we liked the liquid hand soap and lotion dispensers by the sink. Good location near Target and other amenities. Good breakfast options and updated fitness room.

A Quick Stay My friends decided to come up for a quick visit from KCMO and I booked a room for the night there as well. We selected this property based on location. The hotel is your standard Hampton Inn experience. We had no complaints. The room was clean. The breakfast was hot. The coffee is always on standby in the lobby. I appreciated the Diamond Member parking perk. If you need a place to stay in West Omaha, check out this Hampton Inn!

Nice location in West Omaha Just what you expect. Pool was nice as were the rooms. We needed a location in West Omaha for a soccer game. Lots of food options near. Easy to get in and out of town from here. Staff was friendly and the breakfast was as expected.