Omni Hotels & Resorts
Reviews and Complaints

Checked in 10/17, nancy aldridge & martha jacoby (sister). Prepared to take a shower. Stepped into shower, immediately slipped and hit my side on a marble shelf. Sister called front desk and reported fall. Almost immediately, knock at the door and person w/2 rubber mats standing there, after my fall. In much pain, I continued on with my 15 day cruise the next day. Upon taking part in an exercise class, the instructor noted I was unable to participate, and recommended I see the ship's dr. About my bruise. Dr. Advised me I had a broken rib. If I had known before boarding ship, I could have cancelled my trip and gotten a refund (I purchased trip cancellation insurance). This injury ruined my hawaiian cruise. I requested from omni to reimbure me for the room charge of $271.31 and the dr. On the ship's bill of $108.10 (exam & naproxan). Omni has advised e that they will not reimburse me. They claim my "daughter" called and requested rubber mats. This was not true. Why would she (my sister) request mats after I had fallen? at no time did I request reimbursement for my cruise. Just the part omni had in my trip. Omni has refused this. I told them I would have to contact a personal injury attorney and they said fine. They would be glad to talk to my attorney. I have since learned that attorneys in my area (nc) are not allowed to practice in ca. And I don't feel I can travel to ca. For such a small amount. But I do think folks need to know how omni does not take responsibility for their errors.

First off the front desk was basically watching them before any of the issues occurred. They went down to get food and then had to run to the car for plastic forks, and the man at the front desk was watching them walk by, and finally asked where they were going, and said "Isnt ur room on the other side? "

Not like that should even matter where they were going. And its not like he was trying to help or he would've said do you need help. He just questioned why they were going to the closed side of the hotel and that they should basically be on their side, without offering any help.

Then once they got to their room to eat and watch tv 3 workers knocked and stood outside the door. A women a man and a security guy, and told them they were getting a noise complaint and they will get evicted if it continues.

Then they knocked a second time, but this time the lady was slamming on the door like a cop would, which was louder then any sort of loud talking or tv on the wall or whatever the people next to them supposedly heard.

So they said they would stand outside the door, and listen to see what they were talking about.

So then a third knock came, and the security guy admitted he couldnt hear them even though he got a third complaint, so he told them it was the people next door after my kids asked kf it was them because of the looks they got for being neighbors with them, when the people got there after them, and saw them at the ice machine.

Which they told the guy and he said their old, and just being obnoxious and he understands its a friday night, but he still has to come up for protocol if called, but he said they are free to walk around even though it was past midnight but hed make sure nobody bothered them.

Then when they were walking around on the second floor near the gym, and another security guy was bothering them and following them around after they got told they could.

So that guy stopped them and asked why they were over there if their lost, and they said no but if he knew where a deck or smoke area was, and he just said idk and walked away. Which isnt being helpful if thats what he was trying to do.

Then the guy who told them they can go down there saw them, and asked if he was rude to them because he said he told that guy after that they were aloud to go down there. So he just let them into the gym so they had somewhere to go without being bothered every time when they are paying to stay there so honestly it really shouldn't matter if they want to look around and see the hotel especially if they get told they can.

Their stay was basically interrupted the whole time, and they had to stay up all night and walk around to avoid being kicked out for doing nothing but talking, and there was only three of them.

They didnt even get to eat because they were too nervous opening the plastic containers because it made too much noise.

So they literally watched their dinners go cold. My son went there 123 pounds and got back 120 overnight. On top of that they couldn't get water after midnight when the people complained about them because the machines were too loud and they didnt want another compaint. Then halfway through the morning they realized other floors might have water and went to look.

They just stayed out of the room to avoid getting an eviction on their hotel record. They basically paid over 250 dollars to hang out in a fitness room, and not be aloud to eat at all or get a drink half the time in top of being followed, and watched by all the staff like they were trespassers at a hotel or something.

Also the parking garage never said a destination charge when they entered. It said like 48 dollars for max time and thats it. They couldve went to another garage right down the street if you guys had advertised that with the prices. Or just take a parking ticket because thats cheaper then what your parking and the hidden charge together was.

It said on the hotel app they used and your website the only hotel charge was for amenities for like 30 dollars, and then when they got there the guy at the front desk told them a 150 dollar down payment that they will get back and gave them a coupon for the parking and that they were all set and payed everything and can go up.

I also read up on your reviews and a bunch of them said u guys have hidden charges and fees for basic things. Most ppl come with what they plan on spending and when theres hidden charges thats kind of sneaky. Their stay was just a complete mess and I kind of want something done because I'm not paying that money for that type of treatment whatsoever

We recently had a Beautiful Wedding at the Omni ChampionsGate, Friday, January 21, 2022. We spent A Lot of Hard Eaned Dollors. Wedding had Quest that booked hotel rooms & Villas. Many people are at several of the restaurants. We had the Rehearsal Dinner, Wedding Ceremony, Cocktail Hour, & Reception at the Omni.

Therefore,I called to let Rechelle the Catering Service Managet know the following concerns today:

1. No Bacon Bits on Salad. Aunt Denise told me all she say was Lettuce

2. Sirloin was Well or Medium Well no Medium

3. Cake was Dry

I still Love the Omni at ChampionsGate wand will continue to stay there. However, I thought it was necessary for me to make your aware of some of the Wedding Problems that occurred some you can make the necessary improvements as far as Weddings.

Hope to hear from you soon regarding this issue.

Donna North

Parent of the Wedding Couple

[protected]

[protected]@aol.com

I made reservations for a handicap room at the Omni Hotel in Corpus Christi Tex. My wife had a hip replacement, It was our 46th wedding anniversary. There were no handicap rooms, I was given a room on the 11th floor. My wife had to take a bird bathe for 3 days because she wasn't able to step over the tub. After unpacking I noticed only one bath towel and one bar of soap. The previous quest left a bottle of body wash, no tissues, one roll of toilet paper. No coffee cups. cream or sugar. The room appeared not to be ready. House keeping was on the floor we asked for some towels she grabbed 3 out of a bag on the floor. I smell them to see if they were clean. Monday I made a complaint to the Director Zach Carroll, he apologized for the inconvenience and we could eat and drink complimentary of the hotel. We never received any housekeeping service Monday. Tues morning my wife went to the front desk about 10:30 am asked for housekeeping to come. We needed toilet paper and towels. Still no services at 1:30pm, so I went to the pool area to get some towels. I went back to the front desk and told them this is horrible. The pool nor the hot tub wasn't ready for use at 7am. Director Zach Carroll wasn't aware of pool operation hours, he thought the pool open at 8am. Finally at check out I was told there was no housekeeping services only express service. We didn't even get express services, also the Director lied to me about eating and drinking complimentary of the hotel. I had $125.00 credit only. When I checked out Wed morning he wasn't there so we couldn't discuss his promise.

Room service continues to be suspended in your hotels and it is time for that to change. Hotels of your caliber should provide in-room dining if for no other reason than because it is a service that matches the price point you charge for people to stay with you. You suspended these services because of the pandemic, but doesn't make any sense it would be a great deal safer for people to be able to eat in their own rooms instead of any of your restaurants. This should be easier to staff instead of your restaurants as well. The lack of room service is disappointing, is my favorite part of any hotel stay, and your failure so far to return to this standard forces me to reconsider staying with you.

I stayed at the Omni in downtown Atlanta from 4/2-4/4. I was very disappointed in my stay considering the cost. Upon check in it took approximately a hour to get through the valet and registration lines. In our room the water in the shower was stuck in shower mode and the bathroom door did not close all the way. The final straw was upon returning to our room on 4/3 we were locked out for over a hour because the battery in the door lock died. There was only one person on staff that night who could replace the battery and it took over a hour for him to get to our room while we sat in the hallway waiting. I called the front desk after we got into our room to speak with a manager and was told they would take a message. When I checked out I complained again and was told that they were busy that weekend. No apology was even given, no attempt to give me a discount was given either. I WILL NEVER STAY IN THIS LOCATION AGAIN!

Thanks for running an awful company. Your customer service agent just hung up me after he yelled at me multiple times. Thanks for your verbal abuse. I will never book a hotel with your company.

We booked our daughters wedding at the Omni Mandalay, Irving, TX. The worst mistake in our lives.The contrtact was poorly spelled.The Sales Manager, Mr.John was extremely hostile and rude towards our wedding coordinatorand my brother when they picked up a flaw in the contract and questioned him. The day before the wedding, they messed up the room assignments and they made our guests wait for 2 hours, including the groom. The front desk staff were extremely hostile and rude. The Catering Manager was always in the meetings and never available to address our complaints. We had multiple issues and Omni made errors after errors. The hotel forces us to put a Master Account on file and they billed our credit card for $ 17, 583 and they did not notify us before they charged.Omni takes Master Accounts as blank checks.We asked the Catering Manager and she could not explain that. We had a feeling that Omni hotels has been discriminative towards people of other Nationalities/color . Despite spending $ 100, 000 at the Omni Mandalay, we were unable to enjoy our only daughter's wedding.

I would like to to fomally lodge a complaint with regards to the Omni Grove Park Inn in Ashville NC. This past SAturday 7/27 I am group of friends from Greenville SC, about 15 of us went to the Spa for the day. The spa was wonderful and we had a great experience there. Between all of us we definitely spent over 5, 000 had the resort that day. The problem came at the end of the day when we were getting ready to leave. One of my friends left earlier then the rest of the crew and accidentally left behind her credit card. She called the resort and asked for them to give me permission to pick up the card. The security guard came to the desk with the card, I identified myself gave him the phone number to my friend and asked what needed to be done. His response was that my friend needed to send an email to the lost and found with authorization.
1st problem- the email address was written incorrecly, once we figured that out I forward the email to the correct address which they would not expect because it needs to be the original.
2nd problem- the security guard left me waiting for 20 minutes until I finally asked what the hold up was to be told the security guard took the card and went on lunch. What? You have a customer waiting.
3rd problem- the email to lost and found is internal only, meaning the emails that we were sending could never get to the intended recipient.

I feel like the way the situation was handled was extremely rude and not with card. The manager of the spa did come out to speak to me, but she was defending the security guard and not taking the time to hear my concerns.

Working for a bank I completely understand the risk and the procedures that are in place, but certainly there is no reason to treat me like a thief, leave me waiting, and give me no options. over 15 of us visited the spa and next year we will take our business elsewhere. I am sure there are other businesses that will treat their customers with more care.

Kim Chamberlain
[protected]

I booked a room from April 20th to 10ril 21st at tje omni downtown providence rhode island.. My birthday was the 21st and my husband and I wanted to get away for the evening at a nice hotel with a pool and Jacuzzi. Check in time came and the room was nice. I had 1 on the 25th floor a signature king. I'm not going to lie I expected a little more but It was ok for the price that I paid... When It was time to go in the pool and Jacuzzi we couldn't due to the hotel closing it early because the watwr was green due to fesces being in the pool. I wonder how long it was in the water for them to shut both the pool and the Jacuzzi down. I was very disappointed I'm the fact we didnt get to take advantage of the pool and Jacuzzi seeing as that was one of the main reasons I booked a room at the omni. I did send an email on the website but have still not even gotten an apology. I most likely will not be staying at the omni again unless paid for by someone else and I probably won't recommend it to anyone else. My name is erica gomes. My contact info is [protected]

I'm relaying a disturbing incident that occurred at the Frisco Star Omni Hotel last Thursday night (Feb. 28):

The on-duty Assistant Manager - Front Office and I spoke in person last Thursday night (February 28th) after an incident whereby my daughter, was asked to leave the lobby and stand in the cold, for over 20 minutes, while she waited for us to finish an Insurance Industry fundraiser being held at the Frisco Star field that evening. She had just flown in to Love Field from Tulsa that night, and had arrived at the hotel lobby (per my directions) to wait for us for about 15-20 minutes, until we could break free and head back to Fort Worth, TX, where we live. She was not intending to stay there, neither were my wife and I.

Apparently, one of your "security managers" asked her if she was staying there and when she answered truthfully and told him of the situation, he told her to leave and wait outside. This is un-excusable on many levels. First of all, the temperatures where at or near freezing and secondly, my daughter is African-American and ours by adoption, and I can't help but think the decision to ask her to leave by Omni Hotels was racially-biased.

The on-duty Manager, while apologetic, wasn't sure of who the exact individual was that asked her to stand outside, but only offered up that it could've been the "security manager" on duty that night. He was white and shorter in height according to my daughter.

I'm deeply upset by Omni's conduct and frequent Omni Hotels in Downtown Dallas and Fort Worth often.
I would like a written apology from the Company and as well as some insight into how your organization plans on dealing with this in the future. I have also emailed two employees at that Omni location directly, including the Assistant Manager - Front Desk.

Regards,

Ross Conner
[protected]@gmail.com

While dining and trying to enjoy myself in the lounge the manager, I believe going by the name of etta, disciplined a female employee because a guest had mentioned their order had taken "too long." The manager cussed at her and belittled her in front of numerous other patrons. The situation seemed to make an impression on several people because I, being appalled, and most of the other people that could hear, left. The manager did not understand, much less listen to, the explanation from the woman who worked there. I believe the woman was fired because I haven't seen her since while trying to visit and console her. I think "etta" should be held responsible for the discomfort and negative experience that everyone had that evening

During my stay on july 10th, I ordered room service for me and my kids. During the phone order I asked for 2 burgers and was asked how they should be cooked. I asked both my children while talking with the girl on the phone how they would like it prepared and completed the order. The order arrived with 1 burger? so I called room service again and the same girl answered the phone. When I asked what happened and how did we only receive 1 burger... say said "When I read the order back to you you confirmed 1 burger".. _ In astonishment over the poor response and me thinking she must be insane as both my kids ordered their burger in the manner they wanted them cooked. I simply ordered another burger, by that time it was late about 1130p. The proper response in customer service is to immediately apologize for the inconvenience and always accept responsibility for the mis hap. I hope the message encourages better training of your staff and needed professionalism. Thank you

6/16/2018-6/18/2018. Keith J. Venard...Generally, my husbands job uses Omni. So I booked us their versus the Kimpton, where my friends and family were staying. Beautiful. All night I tossed and turned. I was very warm. My husband called the front desk. Maintenance came up. He said it was 78 degrees in our room. (about 20 degrees cooler than outside). We ordered room service. They forgot both orders of bacon. They got it to us swiftly. We left for the pool. It started out very nice and relaxing. A wonderful Fathers day! Then we saw lots of set up. So much that my husband had to go to the bar to get service. Turns out there was a Party being thrown at the pool. There was a d.j. and took forever to get food and beverages. The bathrooms were wet and dirty. The party group were very pleasant. However, over crowded. We left the pool early. (we generally stay till dusk). When we returned On Sunday evening, warm, AGAIN! The thermostat had 68, I turned it down, nothing helped. He called the desk, they sent someone to fix it. We waited for maintenance. (although prompt, we were exhausted). He assured us, it was NOW fixed. (he said he is not sure why this happened, all these were refurbished rooms). He offered us a free movie. (don't bother, it is not working. He tried it and apologized, it would not allow us to see the movie guide. He offered to get it fixed but we declined. He then offered us a complimentary meal from room service. My husband accepted. In the middle of the night, ONCE AGAIN, the air stopped working. I was hot and furious! I called and spoke to the "manager" (robert?), who offered us breakfast. We declined. He removed the 2 day parking charges. I went to check us out because my husband was not to be dealt with at this point. The young lady at the desk told me he was not a manager. He talked to me and said call him personally next time. I thought it was strange. Overall, a awful hotel stay. They should have given us fans just in case! It could have been handled better! I thought you should know!

I just started working on the kitchen area few months back and the Executive Chef is screaming at us if we are going over the the regular time.. At the Easter brunch we had over 500 people and I was working hard to keep up with all the requests I stayed over few minutes to complete my job and make sure all the guest are having the dessert he sand me home by the end of the week because I will be in over time. On his staff he has several members what are part of the temporary agency and they are not part of the hotel employee he is not saying anything to them .
I am concerned about this attitude.