Country Inn & Suites By Carlson Omaha West

I stayed at this hotel on two separate occasions, for two nights each time, and unfortunately both stays were disappointing. On both visits, my room had a noticeable mildew smell. The rooms were also stocked with a very limited number of towels, which meant there were not enough for a multi-night stay or for more than one person without having to request additional towels. During my first stay, one of the most concerning incidents occurred when a housekeeper entered my room around 6:00 PM while I was getting out of the shower. I attempted to speak with the manager, Pam, about what happened, but she was too busy to speak with me. I was later told that 10,000 IHG points would be added to my account because of the incident. Those points were never added. I gave the hotel another chance and stayed there a second time. Again, I had issues with the towels, and this time I also found black hairs on my bedding. I specifically asked Pam to confirm that I had received the bonus points and stay points I was supposed to receive. She assured me that I had. When I checked my IHG account, the points were not there. I then contacted IHG Customer Service, and they also confirmed that I had not received the points. This was especially frustrating because it was now the second time I had been told I would receive points that were never actually credited. When I confronted Pam about the discrepancy, the situation became contentious, and I later filed a complaint with IHG Customer Service. The response was that I was banned from the property—which is not an issue, as I would not stay here again—and I was told I would not receive the points I believed I was still owed because of my interaction with the hotel staff. As an IHG Diamond Elite member who stays at IHG properties regularly, I have never experienced anything quite like this at another IHG hotel. Between the mildew smell, housekeeping entering my room while I was getting out of the shower, hairs on the bedding, inadequate towels, missing points, and the way my concerns were handled, I found this property to be very poorly managed. Based on my two separate stays and my experience trying to resolve these issues, I cannot recommend this location.

Booked a 3-night stay at the 120th and Maple, Omaha NE on the official IHG website. I booked 3 nights, but finished my job early and wanted to go home after staying only 2 nights. The front said they had no authority to adjust my room cost from 3 nights to 2 nights. I was referred to the manager (Pamela Devereaux) who was not present. I went out and approximately 2 hours later, I made a call to the hotel and asked to speak to Ms. Devereaux and I was told she had gone home for the day (the time was 12-12:30 pm). So, my options were to stay or drive part of the way home as I had planned before having the "forced room charge dilemma". So, PAY for the hotel room that I would not be in at a rate of $345.00 for Thursday night and pay for another room along my way home. My drive home from Omaha is approximately 8.5 to 9 hours and I really wanted to split those drive hours. The next day, Ms. Devereaux was there so we discussed the "no reservation change" with mandatory full room charge and although I asked about not being notified of such a practice on my stay's confirmation from IHG, Ms. Devereaux stated that death was the only acceptable condition for not being charged the full room rate on an early check-out situation and not just being charged what IHG published on my confirmation notice of an early departure situation of $100.00. So, with no choice and being confronted with a $345 night charge for Thursday, I could not justify charging my customer the $345.00 plus another room charge for the same night. I stayed and was charged the $345.00. The IHG published “early departure charge” of $100.00 is erroneous. My stay confirmation email from IHG plainly states a $100 charge for early check-out and that was NOT honored, at least, not by Ms. Devereaux and staff. I have provided Ms. Devereaux my confirmation email sent to me by IHG that states "an early departure fee of $100.00". It is poor business practices to publish charges and then not honoring them, With Regrets, JD Young

King room on the top floor was very clean and quiet. The room stayed very dark with blackout blinds. Plenty of hot water and the typical Dove toiletries. The workout room was small but adequate. The breakfast was pretty good with the typical Holiday Inn Express items. This hotel is far enough away from the highway that there is no truck noise keeping you awake. Note that due to new construction of a big building next door, the hotel cannot be seen when approaching from the north. Also the pool is closed for refurbishment so call ahead to check if a pool is important to you. We would stay again.