Residence Inn Omaha Aksarben Village

I travel often across several states and stay at Marriott properties regularly, but I've never been treated with this much disregard. I'm not returning to this property, and I'll discourage others from staying here. There are better options in the area that value guests and honor loyalty benefits. At check-in, I wasn't offered an upgrade despite my Titanium status. I had a meeting and couldn't raise it then, so later that day I spoke with Eric at the front desk. That interaction settled it for me. He was rude and dismissive, seemed uninterested in helping, and deflected responsibility by saying he had “just logged in.” He implied I should have brought it up earlier, then said he'd “let them know” in the morning, even though upgrades depend on availability when requested. When I asked whether he understood Titanium benefits, his answer was vague and almost sarcastic. He either didn't know the basics of Marriott Bonvoy elite benefits or didn't care. Either way, that service was unacceptable. I was also told at check-in that Titanium members would pay $50 for late checkout past 3 p.m. That conflicts with the guaranteed 4 p.m. late checkout benefit. Giving elite members incorrect information points to poor training and mismanagement. The combination of incompetence, misinformation, and disrespect was inexcusable.

The night maintenance guy was great, but the high price didn't feel justified. I booked based on the strong reviews, which I suspect may reflect the neighborhood's club scene. There's no formal parking lot, so on a busy night you might have a long walk. The rooms used to be nice but now feel shabby. The elevator was broken with a sign on it, and the hallways were windy, with rooms far from the elevators.

We've stayed here many times and never had treatment this bad. The front desk was very rude, and the manager was racially profiling us. He needs professional training in how to treat Bonvoy members.

I was here for business and would definitely come back. The rooms were clean, the decor was nicely updated, and the staff were friendly. Breakfast was decent, and it's walkable to lots of restaurants, bars, coffee shops, and more.