My suggestion? Find another hotel A review of Regency Lodge

First I need to begin by stating that I can usually find something good to say about most places I stay. I traveled 100+ days on the road last year and have seen the best and the worst of hotel lodging.

I stayed at this hotel a year ago and it was good. Nice atmosphere, friendly staff, etc.. The hotel has a nice, woodsy, lodge appearance and it's convenient to eating and the interstate (I-680). However, I stayed at the Park Plaza Regency just recently and was surprised to see it looking drab and run-down. The place looked like an old hotel that had seen it's share of bus tours.

The problems began upon check-in when the front desk could not find my reservation. If I didn't offer my confirmation number I probably wouldn't have had a room that night. Also, I was overbilled. I found it on my credit card statement two days later and called the hotel to tell them of the error and be credited the difference. Unfortunately, I couldn't get anyone in accounting to answer the phone. After leaving several messages within 48hrs, I finally told the front desk NOT to transfer me anymore. Suddenly they were able to track down the accounting person who sounded "put upon" and informed me, "I normally have the manager handle this kind of thing". She then continued that the reason for the billing was another individual's "no show" . I told her that I was traveling solo and had not authorized the front desk, or anyone else, to guarantee another's stay using my card. She told me that the individual had called from the same govt agency and they placed her under my card number. Not true! The front desk, without verifying with anyone, assumed that because I was a govt employee and the other person stated he/she was a govt employee, that we all must work together. (What kind of rationale is that?) The accounting clerk then told me that I'd have to speak with the manager on duty who wouldn't be in until later that afternoon. She transferred me to yet another voice mail where I left my message for assistance.... AGAIN.

I was very surprised and disappointed by the state of this hotel, as well as the mishandling of my problem. Either management needs to hire more staff and train their existing employees on customer service, or they just find new ones.

BTW - I was able to find alternative lodging at a wonderful B&B (Cornerstone Mansion). I found Omaha to be a nice town and I'll be here again. I just won't be staying at the Park Plaza Lodge - Regency.

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Regency Lodge
174 reviews