Extended Stay America Select Suites - Omaha - Southwest

Paula was very kind, but after checking in I found there was no coffeepot in the room and, really, no amenities at all. It was very bare. I wouldn’t recommend this hotel.

We booked the room for longer than a week, checked in, paid, and were told we were paid through the end of the stay. A week later, we were locked out and told, “Oops, we misinformed you,” and that we had to pay more. We’d been clear that we were paying through our booked checkout date. It makes no sense to book through one date and then, at check-in, pay for a different period without being told. Full payment for the booked stay was expected, and we were told that’s what we’d paid. Being charged less because an employee entered something wrong, then treated and threatened like criminals, was insane. We were confused about why we weren’t paid through checkout, especially since the online price for those dates was less than what we paid. No deposit was needed, but if one was taken, we never got it back. We were denied a receipt, even though our online account showed the original checkout date and confirmed our check-in. No receipt has ever been provided for any payment. The ledger doesn’t prove we did anything wrong. It shows that employees made a mistake. The manager, or whoever was in charge, was rude, spiteful, and made unnecessary threats when we asked what was going on. Even if the room couldn’t be extended because it hadn’t been fully charged or an employee entered the wrong dates, that didn’t justify trying to keep us from our animals and belongings or threatening us as if we’d wronged them. We paid the weekly rate, but nobody told us we’d only be charged one week at a time even though we’d booked longer. After reading the hotel’s response, let me be clear: we weren’t confused about paying for the room. We booked the longer stay, paid at check-in, and were told we’d paid through the end of it. We needed clear communication, basic kindness, and receipts for every payment. Staff need to be taught to charge stays correctly and tell guests exactly how long they’ve paid through. The person responding also needs customer service training. You can’t admit your employees made a mistake and then treat the guests like criminals.

The American Cancer Society recommended this Extended Stay America location while I was in town for surgery, and I’m shocked they would suggest it. The place was filthy from day one. There was mud throughout the halls, and all the common areas were extremely dirty. Our room had only two towels and one roll of toilet paper, and asking for more was a major inconvenience. The office didn’t open on time, so we had to wait. It was noisy, and the hallways smelled like marijuana. This location isn’t suitable for cancer patients. I highly recommend staying somewhere else.

Inside the hotel, it was shockingly dirty and disgusting. The hallways smelled bad and were dirty, and it was noisy too. I found pubic hair in the bathtub, and none of the sinks or the shower had hot water. Save your money and find somewhere nicer.