We have stayed at this hotel before and it had been fine, but we haven't been in two years. Since our last stay it has gone downhill considerably. The whole place smelled bad (combo of mold and cigarette smoke). The two queen bed room was really tiny, the table and dresser were grimy and in bad condition, and the air conditioner smelled musty. I will say that the in-room carpet and bedding were new. In addition, the side doors to the hotel malfunctioned as we were bringing our luggage in and key-cards wouldn't work, making us have to go around to the front door and then back down the hall to the stairway several times. You should also know there is no elevator to the second floor, so a second floor room means hauling everything upstairs. In addition, the neighborhood, never very nice, seemed worse than we remembered. After being there for an hour, we decided we didn't want to stay another night, and found a room at the same price at a much better hotel in the Old Market area for the next night - still within a few minutes of the zoo. We called down to the front desk and told them we would be checking out early, and was told that was fine. We hauled all of our stuff back down the stairs and checked out in person the next morning, and everything seemed routine, other than the front desk clerk complaining to person ahead of us in line that she didn't like working days because at night she can watch Netflix, and another customer coming (while I was still waiting) to inform the front desk that the towels in their room were unacceptable and that there were cups full of cigarette butts in the courtyard.
After getting home, I noticed that Hotels.com, which we used to book the reservation, had charged us the full amount. I called Hotels.com to inform them that we didn't use the second night of our reservation, and was put on hold while they contacted the Comfort Inn. When they came back on, I was told that the manager had refused the refund. I called the manager directly, and was told that because I had booked through a third party, I was responsible for the full charge. After a great deal of back and back and forth, the manager finally agreed to refund half the price of the second night's stay, which I still feel is ridiculous, since we didn't use the second night, informed them the day before we would be checking out, checked out in person, and was never told of any non-refund policy.
As a side note, the Choice Hotels customer service representative I talked to was very unhelpful, and said that the Choice Hotels main office actually works for the individual hotels and has no control over how they conduct their business. An interesting customer service perspective.
I wouldn't stay here again, and wouldn't recommend it to anyone else.
- Official Description (provided by the hotel):
- The Comfort Inn® at the Zoo is conveniently located off Interstate 80 and is one of the closest hotels to the highly rated Omaha's Henry Doorly Zoo. TD Ameritrade Park is about two and a half miles away. This Omaha, NE hotel is minutes from the Durham Western Heritage Museum, the Joslyn Art Museum, the CenturyLink Center Omaha multipurpose facility and Lauritzen Gardens, Omaha's Botanical Center.All guest rooms have cable television with HBO, in-room movies, refrigerators, coffee makers, irons, ironing boards, hair dryers and massage shower heads. Executive and family suites come complete with microwaves, refrigerators and wet bars. Non-smoking rooms are available ... more less
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- Also Known As:
- Comfort Inn At The Zoo Hotel Omaha
- Zoo Hotel Omaha
- Comfort Inn Zoo
- Omaha Comfort Inn