My family has stayed here many times, great location and free breakfast are pluses.
But I came done with a bad stomach bug (not their fault) and missed packing clothing from a dresser drawer. When I called as soon as I realized it (between flights) Sean (housekeeping manager) asked why I waited 6 hours to call and could he call me back tomrrow as he was just getting off work.
My mistake, I should have said no. But i said yes and my clothing including favorite sweater was never found. Sean said their procedure is for the housekeeper to clean the room and leave all drawers open for supervisor to check. Items left in room are turned into housekeeping and at the end of the day to lost and found. He did call me back the next day and i even texted him photos of missing underwear, socks and sweater. He did check the housekeeper's cart, lost and found and even the room but no luck. (someone did occupy the room for one night after i left.)
Since their procedures obviously were not followed, I called and spoke with Jacqueline the front desk manager who had been helpful during our stay. She called once, said she would check and I never heard from her again, even after i called and left another message for her.
I expect a Hilton brand to have a company culture of standards that are followed. I totally realize I am responsible for leaving my clothing in the room. But where were their procedures and follow up? Is management ignoring a customer's call "standard porcedure"?
Last night I sent a complaint to Hilton via their website contact form and got a "canned" reply. even tho i listed my cell number for a response.
"Thank you for contacting Hilton Guest Assistance regarding your experience with the Embassy Suites Hotel. Please accept our sincere apologies for the inconvenience you experienced concerning your lost items.
We are constantly monitoring the performance of our hotels against Hilton's high service and quality standards. Comments from our guests enable us to continually improve, exceed quality standards, and are vitally important in helping us achieve our mission to be the first choice of the world’s travelers. The time taken along with the effort made to share your comments with us is most appreciated.
We shared your comments with the General Manager of the hotel to review and address accordingly. Hilton Worldwide values your patronage and appreciate you taking the time to share your comments. Again, we extend our apologies, and hope you will allow us the opportunity to serve you again in the near future.
Thanks, Lasaundra Irving, Guest Experience Specialist "
Next time I will go back to Marriott where the standards are followed and manager's return customer's calls.
- Official Description (provided by the hotel):
- The Embassy Suites Omaha - Downtown/Old Market is the ideal location in the heart of Omaha's Old Market District just off I480.We are just a stones throw away from such famous Omaha attractions like the Henry Doorly Zoo, CenturyLink Center Omaha, TD Ameritrade Stadium, and Durham Museum, among many others within Omaha.Our beautiful hotel features large two-room suites, high-speed internet access, 24 hour Business Center, modern fitness center, FREE cooked-to-order breakfast each order, as well as complimentary drinks at our evening Manager's Reception. Work hard or stay and play at the Embassy Suites Omaha Downtown/Old Market hotel! ... more less
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- Also Known As:
- Embassy Suites Omaha Downtown/Old Market Hotel Omaha
- Omaha Embassy Suites