Holiday Inn Express & Suites Omaha South - Ralston Arena by IHG

Nothing seemed to work here. The hotel was freezing, around 60 degrees, and my room wouldn’t warm up. The front desk staff were wearing coats, and when I asked whether to use the wall thermostat or the unit under the window, the person at the desk didn’t know or know who I should ask. In the morning, the shower water was lukewarm at best, and breakfast items were missing and the food was far below a safe temperature. My key stopped working twice, once at check-in and again after I’d been out for a while, so I had to go back to the desk each time to get it changed.

The room itself wasn’t horrible, but there were roaches everywhere, and only one staff member made an effort to be decent. During our extended stay they never vacuumed or changed the bedding. They charged the beginning of our stay twice on two different cards, and charged double for a bag of candy. Roaches seemed to jump out at every turn. Night staff said they’d put in our complaints, then the morning staff said they didn’t know what I was talking about. They still didn’t clean or refund any of the nights we had to find other lodging because of the roaches. The whole main floor heard about it, but management never called back or showed concern. Absolutely disgusting.

The staff were great, the beds were comfortable, and breakfast was good. I like the location, though getting in is becoming difficult because the driveway is terrible. We’ve been coming here for over three years, and I’m a bit disappointed by the wear and tear. I don’t know if there’s a renovation going on, but some door handles don’t work well, the HVAC units don’t work, some doors are scuffed and won’t close, and the hallways are cold. The pillows are pretty worn too.

I’m an extremely frustrated customer. I waited over 40 minutes on the phone trying to reach the front desk and spoke with five people, each keeping me on hold before hanging up. The last person said they’d message the desk to call my cell, but no call came. I ended up leaving my business and driving back to the hotel to get a document I’d left in the lobby. The front desk personnel were pleasant and said they never got the call or message; they even tried calling the number themselves and had the same result. The number is local and the only one on the website, but it seems impossible to reach the desk. The phone operators could only offer to sell me another reservation, which I didn’t need since I was already staying there, so my calls were put on hold and dropped. The rooms are clean, but the service needs a lot of work.