TownePlace Suites Omaha West

Update: From 1 to 4 stars -I am updating from my 1-star review to 4 as I am not sure if it was my google review or expedia phone calls and concerns but after 2 nights of 2 grown men sharing a king bed after the hotel did not have an appropriate room available, the General Manager Desiree Rouse got involved and called to bring the guests to a 2 bedroom upgrade for the last 2 nights of their stay. This was a very kind gesture and one that we are very appreciative of. We know that mistakes happen and her services made our concerns feel heard. We hope that our troubles help others not to have to experience the same issues, but thank Desiree for her efforts when her other team members had been less than helpful. Original 1 star: I try to find the good in everything, but I am very disappointed by the service my husband received just this evening. His mother passed away and him and his best friend spent all day cleaning out her apartment and when they went to check in they were told by reception that because we had booked through a 3rd party (Expedia) that the 2 queen bed room was not available. When they showed the email reservation and even the confirmation of the reservation from the hotel of the room type she stated there was nothing she could do and they could take a king with a pull out or nothing. As these are both 6ft tall men you can imagine the concern especially when we paid extra to have the second bed, for which the hotel did not offer to compensate the room rate difference and stated they are the same rate when their website clearly states differently. The manager, was even more rude, and stated that it was that or nothing without offering any type of compensation and the 2 men took the room as they just wanted to get a shower and to bed to prepare for the funeral. Even more disappointing is looking online the property lists 2 queen bed rooms availability from tomorrow through the rest of their trip and they were not even offered to swap rooms tomorrow or at any point during their stay. Point being we have never had this issue with using 3rd parties before and have never been treated so poorly in the hospitality field. I would expect more from a Marriott branch, but now I am thinking my expectations should be lowered drastically. We will think twice about not only TownePlace Suites, but the Marriott brand of hotels in the future.

a month ago

Hotel is pretty beaten up, towels thin and scratchy but they are really promoting all the storage available with the containers plus partnership. Breakfast options very limited, we were there 30 minutes before closing and they weren’t refilling anything. My daughter forgot toothpaste and they didn’t have any to purchase even though they supposedly have a small area to buy necessities in. Store only sold Pepsi, Diet Pepsi, cherry Pepsi and Mountain Dew so if you wanted non caffeinated they didn’t have it.

2 weeks ago

Due to power outage we booked a room for one night supposedly with our Marriott Bonvoy reward points. We were given a rate that was charged to my credit card. After leaving hotel, I discovered that I was actually charged more than double the price quoted at reservation time. Twenty additional dollars were charged as "incidental fee" to be refunded back to my card within few days. When I called to dispute the charge for the room being different than what I was quoted, I got the runaround and told to contact Marriott Bonvoy. I did contact Marriott Bonvoy and discovered that my points were never redeemed at the hotel. Marriott then told me that they would create a master ticket to help get to the bottom of this issue. I called hotel back after speaking with Marriott representative and the desk staff was extremely rude and trying to shut me up stating that I had to contact Marriott. After I explained to her that I had contacted Marriott, and that I wanted information re exactly what I was charged; as upon checkout the desk staff said I couldn't have receipt as I booked room through Marriott! I thought this was "fishy" and later that day, my suspicions were valid. Just beware of booking with this hotel and make sure you demand copy of your receipts at checkout. I will await resolve via Marriott Bonvoy to get this matter corrected with hotel or through my bank.

a month ago

Positive: Very dissapointed Negative: I had to be moved to different rooms. 1st television did not work, next room had big white stains on couch and floor dirty. Front desk clerk was friendly she stated she would document all the inconveniences we experienced but no one ever call

4 weeks ago

The room could have been a touch cleaner and the TV setup was completely unplugged. But the bed was comfortable and I like the full sized fridge.

3 months ago

Stayed here for my daughters birthday and it was amazing , front desk was so friendly verionca was amazing . All the staff friendly it was so peaceful and quiet . The kitchen in the room was amazing !!! I would definitely recommend this hidden gem !!! Thank again staff and breakfast was AMAZING !!!

4 months ago

Stayed over a weekend for a business trip. My flight was delayed so my arrival was very late. Upon arriving the kind front desk quickly checked me in so I could get right to sleep. The staff was VERY friendly and helpful the entire time. My room was spotless and spacious. Breakfast was wonderful with lots of gluten free options. Exactly what I needed. I will absolutely book there the next time I'm in town. PLUS the extra touch of a card and treat in my room was wonderful!

11 months ago

hotel was oversold, but got a complimentary upgrade. good value for the money. nothing overly great or poor.

a month ago