Residence Inn Omaha West

We reserved five rooms on points for a stay in December. The next day I happened to notice three unexpected room charges on my credit card. I waited a few days assuming they would drop off (thought maybe they were part of the normal hold most hotels use). The charges went through and I’ve now spent a week trying to resolve. First, don’t EVER charge a consumer without giving them notice (none of these charges showed up on my Folios upon checkout). Second, do what you say you are going to do. When I contacted you and you told me you’d get back with me … why did I have to follow up myself more than once and ultimately have to contact Marriott Bonvoy myself since you were giving me attitude. Third, don’t put the problem solving back on the customer - not a good look and definitely not Marriott-like. In the end, it looks like it was a glitch with the Marriott app when I booked - okay, that’s understandable and we’ll get it resolved. However, the way the local staff handled it was very unprofessional and unacceptable. I would name names, but you know who you are and I’ll leave it there.

On the plus side, very comfortable beds. Dog friendly. No freeway noise. Desk clerk did the best he could while being the only employee on the premises. However, it's a little run down, maids hadn't emptied the garbage, and TV broke within minutes of arrival.

Worst residence inn of all time! HVAC system sounds like a jet engine. If you shut it off room becomes unbearably hot. Phone has a "glitch" and flashing light illuminates room randomly in middle of night. Missing normal residence inn amenities.

We stayed here for 10 nights while visiting family. We had a great stay and everything was very clean and the staff was friendly and professional. I am not sure why there are no current reviews on this property or several other Marriotts I have looked at. The only issue I had was that we like to use our Marriott points and the only room I have been able to find using points is the Studio. That is just a bit too small for an extended stay and we plan on visiting often since we have close family here now. I asked the hotel and they told me I had to call Bonvoy...Bonvoy said the hotel controls the inventory. I have tied using several different dates and the Studio is the only one that shows up using points. If anyone reads this and can give me an answer, i would appreciate it. Thanks