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Terrible Customer Service!
Avaliou em 11 de Julho de 2021
The Holiday Inn Express and Suites in Bellevue, Nebraska has terrible customer service. I reserved through Expedia and called the night before our stay to see if we could check in two hours early -- around 1 pm. The gentleman who answered the phone said most likely we could check in early, as the hotel was not sold out that night...but he said to call the following day to check. I called at noon the day of our arrival to see if we could check in around 1 pm. The clerk Jamese said no rooms were available and to call back. I called again at 1:45. Again, Jamese said no rooms were available. We drove around town for a while and went to the Holiday Inn at 2:30 , a half hour before 3 pm check in. Jamese said there were still no rooms. A good hospitality employee would have talked to the housekeeping staff to ensure they prepared a room for us. I had explained that we had been driving for 2 days and asked if a room would be ready at 3 pm. She said it SHOULD be. Jamese displayed no sense of customer service or caring. She was very non-committal that a room would definitely be ready. She had a defiant attitude that we would not be checking in 1 minute before the 3 pm check-in time. The hotel was not busy. No customers arrived in the half hour we were there. At 2: 54, I Went to the desk to see how things looked for our room. She rudely reminded me that check in time is 3 pm. My 66 year old husband said Will we definitely have a room at 3:00?...We'd better have our room by then. Jamese then said I'm canceling your room. Leave the property. We said No we paid through Expedia and want our room. She called the police. They were very nice but said we had to leave since it was a private business. Holiday inn's slogan is Here to greet you! So untrue.
Just to be clear...my husband and I never have problems with service workers in hotels, restaurants, stores, etc. Most are great people who want to satisfy customers. But not in this instance.
I called Expedia that evening and they said they did not hear from Holiday Inn and we couldn't get our refund without proof that they canceled the room. We wanted proof that Jamese canceled the room so we went back the next morning. We wanted to talk to the General Manager, but she hid in her office. She should not be managing a hotel property if she doesn't have the strength of character to talk to dissatisfied customers and hear their side of the story. Jamese contacted the police again, even after we said we just wanted proof that she canceled our room. Again terrible customer service! Jamese should not be in the HOSPITALITY industry. We ended up staying at Candlewood Suites across the street and the customer service there was excellent!
Nice clean newer hotel.
Avaliou em 25 de Maio de 2021
Nice consistent hotel chain. This location was nice and out of the busy city. Was by highway, but noise wasn’t bad. Pool was a little smaller than expected, but nothing horrible. We were on the 1st floor but on the other side of the wall of the kitchen, so some noise around 4 o’clock am. Breakfast was blocked off, but staff served you what you wanted. Room was clean and nice.
Enjoyed our stay
Avaliou em 19 de Maio de 2021
This is our 2nd time staying at this location. Our last visit was 2014. They must have read my review as everything I mentioned has changed. The front doors are automatic so we didn't struggle with luggage this time. Plenty of charging ports for devices. Easy access to Walmart, interstate and dining areas. We were on the lower level 1st floor. We had a toddler above us and a heavy walker during our 6 night stay. I recommend a top floor. Due to Covid they clean the room every 5 days. Mention to the desk how often you want the room cleaned for longer stays. This includes getting towels, TP and trash dumped. Staff was friendly and room was clean. Breakfast was a limited selection so we went for fast food just up the street . I also believe this is due to Covid as we had more options on the last visit. Automatic blackout shade and plenty of parking even on the weekend. We will stay here again on our next visit.
Avaliou em 26 de Janeiro de 2021
We stayed at this property because of it's location and hadn't stayed at a Holiday Inn Express in a long time. We were impressed by the COVID-19 safety measures being taken by the staff and felt very safe. Everyone on staff was very friendly, helpful, and hard working. Our room was a king suite and was very spacious and clean. The bed was comfortable and the linens were all white and immaculately clean. The bathroom shower had great water pressure and the bath products were nice quality. We attended the manager's reception which offered free beer, wine, and individually packaged snack mix. The breakfast offered several hot items each day along with cereal, yogurt, fresh fruit, and various bread items. There was a dedicated server who gathered all your items to avoid multiple people touching things. We didn't get a chance to swim or hot tub, but the area looked clean and inviting. My only complaint would be that the room temperature was a little hard to control since there was no thermostat, only a window control. I also didn't care for the ugly modern decor present in some places, but that is a personal preference. Overall we had a wonderful 3 night stay and were very impressed by the staff, cleanliness, COVID-19 measures, and location of this hotel.
This is how you do it!
Avaliou em 10 de Fevereiro de 2020
This is a new hotel in a developing area; close to restaurants and shopping. It has easy access from Interstate 75 and is only a 15 minute drive from Omaha (barring traffic of course), 30 minutes from Eppley Field Airport, and about 5 minutes to Offut AFB.
The hotel is very nicely decorated and the staff take pride in keeping it clean, they are always keeping the floors free of dirt and mud and the lounge area was spotless.
There is a pool and a small gym.
Customer service was on point. Each evening they would serve beer/wine and some light refreshments to tide over the weary traveler until dinner. And the coffee and tea bar was always stocked and ready.
Breakfast was one of the best buffets I've experienced in a mid-level hotel chain. Eggs were creamy, bacon was crispy and the smell of fresh made cinnamon rolls filled the lounge. There was plenty of fruit as well as a pancake maker.
The rooms are spacious and well kept with a dresser, wall locker, and mini fridge. There are plenty of USB outlets (something I find lacking in many hotels). The toiletries and coffee/tea bar are refreshed EVERY day (I didn't even have to ask).
Overall this was a great place to stay and I would definitely book again.