When we arrived, we had already driven over 12 hours. We actually canceled a reservation at the Rivers Chicago to visit the CoCo Keys Resort in Omaha. We had booked a king jacuzzi room on the hotel's website (not on travelocity or any other discount booking website) and had it confirmed. This was a big reason for changing locations as we wanted to relax after a long drive and a long trip, we also knew we may not have a lot of time to actually use the hot tub located in the waterpark that closes at 9pm.
When we arrived, the front desk staff told us that the room was "under maintenance" and that they had to switch our room for a different one. They didn't bother to even try the phone number we left for the reservation. (I also worked at a hotel and know that if someone gave away our room, saying it was under maintenance was a way of ensuring costumers didn't get angry with you) We were moved to a single king suite. The door on the suite (room 430) was broken and took over 20 tries each time to get the door open. The green light went on but the door was jammed. The maintenance staff who knows how to fix doors walked out on the job the day before, so front desk sent up your heating and air conditioning repairman. Obviously he was not able to help. Because of not being able to get into the door, we missed the last half hour for the hot tub which as I mentioned before, was one of the reasons we came to your hotel. It also took two phone calls to the front desk to finally get someone to come and take a look at it. (We were locked out of our room at the time)
Because we missed the hot tub we went to use the sauna (because it is located in the main pool) and it was broken.
Our room itself was a total disaster. Someone had left slider burgers in the freezer. They had been in there so long that the entire fridge stunk like burger even though they were frozen. As a vegetarian I find that absolutely disgusting. It also spoke volumes about how well the rooms were cleaned. We decided to check the rest of the room. The bedding was stained (with reddish grease, assumingly from the room service) and the mattress pad hadn't been cleaned in a while. When we lifted it, there were old fake rose pedals under it that had actually stained the pad itself. There was also black mold that was along windows in both the rooms of the suite. The wallpaper had begun to peel and underneath was covered in mold. (Black mold itself is actually a public health hazard as it is an airborne fungus and can easily spread to clothing and other furniture as well as cause respiratory problems like lung infections and asthma.) When black mold gets cleaned, the workers actually have to wear hazmat suits. How can you possibly allow people to stay in rooms like this, especially kids?
We let the front desk know and they were anything but apologetic. If anything they treated us like we were a problem and bothering them. They tried to move us to a new room when we requested new bedding, however that room was flithy and also had mold. Finally we moved rooms, as the maintenance staff had made it clear they didn't want to remake our bed with clean bedding and we just wanted to sleep (by this time it is almost midnight) The room we were moved to (Room 424) was also dirty, however the bed was clean and at that point, that's all we cared about. The shower was not wiped down, the shower curtain had mold all over it (mold NOT mildew) and the outer side of the tub looked like there was fecal matter all along the side. There was also mold along the inner wall (not by the window) and the ceiling was cracking from obvious water damage. The mold was so bad we could not only smell the mold, but we could smell the lemon cleaning product your staff used in an attempt to clean it. We have several pictures and would be more than happy to share them with you.
Among those complaints we also received terrible service from the hotel restaurant staff. We sat there for 10 minutes watching 1 staff count money, 2 staff fold cutlery, 1 staff clean empty tables and 1 staff serving. There were only 8 people including us in the restaurant. They couldn't even be bothered to say hello, smile or even look at us. When I approached the serving staff she was rude. And again, made us feel unwelcome and like we were bothering her. We didn't even want to eat there however "for our convenience" room service adds 19% sur charge as well as a 2 dollar in hotel delivery fee. We decided we could walk to get our food instead of paying money to have it brought to our room in the same building.
We tried on several occasions to speak with the front desk staff. All they could do was offer a discount of less than fifty dollars. They did however offer us an abundance of eye rolling, rude behavior, and total indifference. The only people who apologized was the security guard and the one maintenance staff. Finally your front desk manager compensated our room for us in the morning. We not only couldn't wait to leave, but couldn't wait to tell every single person we know (especially those with kids and Douglas County Health Department) that they should avoid this hotel at all costs.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.