Reviews

I was so excited to stay at this hotel. I booked a reservation for a concert night (I live in Omaha). The concert unfortunately got postponed at a very short notice. I understand policy of cancellations may be within 2 days of reservation, but this postponement came the before. I called right away to make sure I could cancel before my card was charged. When I called I was met by a very respectful individual that said my cancellation was approved and I would get a call from the “general manager” the following Monday to talk about a possible return date and/or refund. I never received a call. My card was charged. I never did end up staying at this property and now never will! I called on the Tuesday following the general manager expected call, due to never getting a call and my card being charged (manual entry). I understand policy. I understand the hotel now dealing with high number of cancellations at once. However, I was never contacted like I said I would be. I tried to reach out twice. Never a call back. Finally I called this past Friday. I was met by the “supervisor” on the other end of the phone, who immediately upon answering was ready for a fight. I had no anger towards her. I simply asked about the refund I was told I would get. She said that I was lied to and that I would never receive a refund. This is a very unfortunate situation. The performer canceled. This was out of my control. I paid almost $300 for this room. Never stayed. The hotel didn’t have to clean it. I have now contacted my card issuer and have started a dispute. This hotel was on my bucket list. The Hilton company policy and this hotel are now blacklisted on my list. Careful when booking. If something unexpected happens, know that you will not get your money back and the customer service is awful! BEWARE!