Holiday Inn Express & Suites Omaha I-80 by IHG

We booked based on Booking.com's photos showing two separate spaces. When we got to the room, it was just a bed and a pull-out couch, so I went back to the desk. The staff member said that was a different room than the one shown online. I asked if that room was available and was told yes. I was willing to pay the difference, but he said he couldn't change it because we'd booked through Booking.com and should take the issue up with them. There were only three vehicles in the lot, so I thought there might be some flexibility. Booking.com said the hotel was responsible because it uploads the photos, and that I'd need to complain to the hotel. They said they'd contact the hotel to see if something could be worked out, but couldn't reach anyone by phone. The front desk staff were never around, so that didn't surprise me. We left to find another hotel and put the unused keys on the desk. Staff came out from the back room and asked if we were leaving. We said, "obviously." Three days later, Booking.com told us, "We've asked Holiday Inn Express & Suites - Omaha I - 80 by IHG to look into your recent experience. Unfortunately, we weren't able to reach an agreement between you and the accommodation." So we're out $192 for a room we never stayed in.

The breakfast was great, the rooms were clean, and the staff were friendly. 10/10, excellent stay. I'll definitely return.

This is one of the least cared-for Holiday Inn Express locations I've stayed in. The room was supposed to have a desk, but instead there was a little table and two living room chairs that don't fit. One chair was crammed behind the drapes. It's clear they don't fix or update things.

I paid for an 11:00 checkout and put up the do not disturb sign, but housekeeping knocked before 9. I told them I wasn't ready. Then the front desk called to say they wanted to send maintenance up for a shower head issue. I said there was no problem with it, and she explained it was a past issue they wanted to work on again. I was still packing and asked if it could wait. I left by 10:30, but felt strangely pressured to get out so they could turn the room over. If they want guests gone by 9 because of the cleaning crew, then 9 should be the checkout time. Also, there was no coffee in the room as advertised, so I had to go to the lobby.