ComplaintsforOmni Hotels (Corporate Office)

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Please find the full details of my complaint in the attached letter, as there isn't enough space in this form to provide a comprehensive account of the issues faced during my stay, the supporting documentation, and the resolution I am seeking.

  Business response

  06/20/2024

  Thank you for reaching out again and sharing your continued dissatisfaction with the initial resolution. We sincerely apologize for the hiccups that occurred during your stay and understand how frustrating it must have been.
  
  We are committed to making things right for our guests and we strive to provide all guests with a comfortable and enjoyable experience.  We fell short of that goal during your visit, and for that,we sincerely apologize.
  
  As a gesture of goodwill, we have processed a full refund for your room upgrade, late checkout fee, and in-room dining meal, totaling $698.48. This amount should be reflected in your account within 5-7 business days.
  
  We hope this additional refund demonstrates our commitment to guest satisfaction.  We value your feedback and hope you'll consider giving us another chance in the future.
  
  Should you have any further questions or require assistance,please don't hesitate to reply to this email or call me directly at **************.

  Customer response

  06/20/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently stayed here for a conference. The rooms are outdated and there was rust on the bathroom fixtures. I also had a major incident with the restaurant in the hotel. A colleague and I ate lunch on day 3 of the conference. When I paid, the servers switched my debit card with someone elses at another table. I did not realize this until later when trying to purchase something elsewhere. I was able to track down the other person whose card I had been given, but she was already traveling back to her home and was several hours away by that point. When I told restaurant management, they could not care less and offered no solutions. They were not concerned that I was in a different city with no debit card. It was incredibly disheartening that they could not offer any help and just said, oh the cards looked similar. That is unacceptable to me. I attempted to complain to the hotel manager and was directed to the concierge supervisor. The concierge supervisor was concerned but only passed me back to the restaurant and asked them to ask the other individual if she could overnight me my card to the hotel. That inconvenienced her even further after we were both incredibly inconvenienced due to negligence. They told me they would call the other person and then get in touch with me to inform me of the outcome. They never got in touch with me and I assume they just threw my concerns away. I will never stay or eat at other Omni company. I still do not have my card and it has been radio silence from the hotel and restaurant.

  Business response

  06/10/2024

  Thank you for giving us the opportunity to address your feedback.  The details of your stay and interaction with the team at the hotel have been reviewed. Guest contacted via phone and email From: ************************* Sent: Thursday, June 6, 2024 11:46 AM To: ***************************** <***************************> Subject: Omni ************** Hotel - ****** Good afternoon ***************, As an administrative team, we review each survey to ensure that we provide our guests with the most pleasurable experience at our facility. On behalf of the hotel, please accept my sincerest apologies for the multiple opportunities that you experienced during your visit. I can assure you that our standards are well above what you received during your stay and I will be sure to address your mentioned concerns with my staff immediately. Please know that we sincerely value your loyalty and patronage as our guest and are hopeful that you will give us another chance to provide you with a better overall stay when your travels bring you back to **************. Please feel free to contact me directly should I be of further assistance with any additional questions or concerns you may have. Take care, ************************* Assistant Front Office Manager Omni ************** Hotel Direct: ************** **********************************************************************

  Business response

  06/10/2024

  Thank you for giving us the opportunity to address your feedback.  The details of your stay and interaction with the team at the hotel have been reviewed.The details of your stay and interaction with the team at the hotel have been reviewed. Guest contacted via phone and email From: ************************* Sent: Thursday, June 6, 2024 11:46 AM To: ***************************** <***************************> Subject: Omni ************** Hotel - ****** Good afternoon ***************, As an administrative team, we review each survey to ensure that we provide our guests with the most pleasurable experience at our facility. On behalf of the hotel, please accept my sincerest apologies for the multiple opportunities that you experienced during your visit. I can assure you that our standards are well above what you received during your stay and I will be sure to address your mentioned concerns with my staff immediately. Please know that we sincerely value your loyalty and patronage as our guest and are hopeful that you will give us another chance to provide you with a better overall stay when your travels bring you back to **************. Please feel free to contact me directly should I be of further assistance with any additional questions or concerns you may have. Take care, ************************* Assistant Front Office Manager Omni ************** Hotel Direct: ************** **********************************************************************

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked in on 4/18 and everything seemed fine. While at the pool it closed and at first I was told it would open back up after 25 mins which did not open. When I got back to the room to shower the hot water didnt work and I had to take a cold shower. It took a while to reach the front desk and I was told a manager would call me back and I was never given a call. I go to check out and there are charges from the deli that I did authorize and the front desk agent is looking at me like Im lying. I had to tell him to get the receipt. I dont know why there are agents who argue with customers in the front **********************. And to add I ordered chicken wings and they were all ******..all 10 of them. You spend all this money and get horrible service. Anyone can order anything on anyones room just by giving the room number because the workers dont ask for the last name as they should. I am very dissatisfied and a birthday weekend was ruined by the service I was provided. The workers didnt care not one once. I l was not satisfied and if I could of reached the manager before I left I would of let them know but of course the agents say the manager is not here or busy.

  Business response

  06/04/2024

  Thank you for the opportunity to address your concern. Unfortunately we are unable to locate a reservation for  ******************************* arriving on the date 04/18/2024 ? Please confirm

  Name of the Hotel/Property

  Date of the arrival or  stay dates

  or confirmation number associated with the reservation.

  We will be have to proceed with a resolution once the information is provided to further research the guest complaint.

  Customer response

  06/04/2024

  I check in at the Omni in champions gate in 5/18/2024

  Business response

  06/04/2024

  Thank you for giving us the opportunity to address your feedback.  We have consulted with our hotel and received confirmation, The details of your stay and interaction with the team at the hotel have been reviewed.  Our Director of Front Office confirm speaking with you via phone offered, an apologized for the inconvenience and offered a spa treatment on her next stay with us. She was appreciative of the follow up and will reach out to me directly when she is coming back to ********   We are sorry to hear of your dissatisfaction, but glad that our team was responsive with the appropriate resolution. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed at your Omni hotel in ** the week of Thanksgiving to visit my sons who are in college and my nephew who works in **. I come pretty often and Ive stayed at Omni hotels before. Upon arrival the ******* switched me to another room because I was told that nothing was going on that weekend and they had a lot of availability and the one down the hall had a better view. I left immediately after dropping off my bags. When I came back in the evening, I noticed the door going out to the hall, the chain was broken off. I checked the lock that went from my room to the room next-door and it had been tampered with. The mechanism inside had made it look like its locked, but it was not locked and someone could enter from the other room. Being there by myself I felt very unsafe. I called down to the manager at the front desk and asked for another room. He said they didnt have the same type of room but he could downgrade me. I pointed out that I could see online that they had plenty of availability and I would think for my inconvenience and lack of safety they would upgrade me. Someone might have gone through my belongings while I was out and I was scared to think what wouldve happened if I didnt catch it. He would only send a handyman. I stayed up late at night while a handyman was in my room and I did not feel safe the rest of the stay. I wrote your company. The front desk manager who refused to help me and only give me a $25 credit to the restaurant wrote me a back. That added insult to injury. I contacted your customer service again and they said the manager offered me two free robes, which was not true. I have video of the locks that were tampered with as proof. It just doesnt seem that your company takes safety seriously. It wouldve been a done issue if he wouldve switched me to one of the available rooms, even if it was an upgrade. But at this point, I want to let you know about the situation and receive a partial refund or full credit for a future stay.

  Business response

  05/09/2024

  
  Thank you for the opportunity to address your concerns.  We are sorry that you experienced any discomfort due to the issue with the lock.  We understand how important a sense of security can be when away from home.  Your feedback, the previous contact with our corporate office, and the interactions with our team at the hotel have all been reviewed.  An alternate room was offered.  The alternate room was not a downgrade, but a similar room type to what was originally booked.  The alternate room did not have a balcony.   When the room change was turned down, our engineering team was dispatched to make the repair. Additionally, the hotel refunded $50.00 from your folio.   We are sorry to hear that you are not satisfied with the efforts as the hotel tried to fairly address your concerns and offer solutions during your stay.  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Omin Louisville Hotel has charged my card for a stay that was paid and credited by my employers credit card. I have tried to resolve the issue. I get the runaround and no response. The charge was $1124.88 on April 8th. I get passed from one person to another. There is still another pending charge of $381. and it has not gone away despite all outstanding payments made prior to leaving the hotel.

  Customer response

  04/21/2024

  The hotel finally issued a credit.  Thank you.

   

  ******

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed on the boston hotel 2-9 feb 2024 and was mistakenly charged to my personal credit card $281 for the food. I asked on 13 feb for this to be instead billed to the company card on file. This card was charged, and my own charged a 2nd time for the 281. So now we have been charged 3 times. I have since 4 march sent 4 emails without response please help *******

  Business response

  04/23/2024

  Thank you for your patience as we worked with the hotel regarding the billing issues.  We apologize for the extra charges.  After reviewing your bill, we are also able to see the refunding of the overcharges.  The refund to your credit card was initiated on February 15, 2024. We also received confirmation from the hotel that the room and tax were charged correctly to the company card with the initial hold released from your card.   We are sorry for the delay, but happy the issue was resolved.  Please let us know if you have any additional questions or concerns.

  Customer response

  04/25/2024

  I am rejecting this response because:   this is just a generic apology from an unnamed person.there is no explanation why they did not respond to my last 5 emails.
  

  I have gone to considerable inconvenience and cost over the last 11 weeks, I want the name of the duty manager in an email from a named person and an offer to compensate me, then we can close the case. regards *******

  Business response

  04/25/2024

  We apologize for the confusion.  We now understand that you wished to move the charges related to your meals to the alternate card.  We have requested the hotel to send a new authorization form to move the charges from your personal card to the alternate card.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Omni House in ****** regarding misleading business practices and poor customer service.On March 23rd, 2024, I made a booking through Priceline for a stay at a 4-star hotel in ****** from March *****. Priceline ended up booking my stay at the Omni Hotel. After revealing the name of the hotel to me and upon reviewing the booking details, I discovered that there was an undisclosed parking fee of $58 per day in addition to the resort fee. This information was not transparently disclosed to me at the time of booking.Immediately recognizing the discrepancy, I contacted both Omni House and Priceline to request a refund due to this unexpected charge. However, what ensued was a frustrating and protracted process that lasted over 5 hours, during which I was continually passed between representatives from both Omni House and Priceline. Despite assurances from a supervisor at Omni House that a cancellation would be approved if Priceline contacted the hotel directly, every attempt made by Priceline to facilitate the cancellation was met with refusal from Omni House.This experience has left me feeling deceived and misled by Omni House's business practices. The lack of transparency regarding the parking fees and the subsequent runaround I received when attempting to address the issue speaks volumes about Omni House's disregard for customer satisfaction.As a consumer, I should not be subjected to such unprofessional conduct. Paying more for parking than for the rental car itself is unjustifiable, and Omni House's refusal to acknowledge and rectify the situation only compounds the issue.Therefore, I am seeking your assistance in resolving this matter. I request that Omni House provide a full refund of any charges incurred and improve their communication and customer service practices to prevent similar issues from occurring in the future. At this point I just don't feel comfortable staying at this hotel for my upcoming trip.

  Business response

  04/15/2024

  Thank you for sharing your feedback regarding your experience.  We reviewed your recent stay at the Omni ****** House booked through Priceline and the subsequent requests to cancel.  We agree that our booking partner should have provided details regarding any additional fees such as destination charges and taxes upfront.  On our website, we strive to make information like cancellation policies and destination fees as clear as possible during the booking process.   We understand you were frustrated with the non-refundable reservation you booked after learning about the destination fee and parking cost.   We are sorry to hear of your frustration but see that you decided to keep your reservation.  A refund will not be offered.  While parking and other auxiliary expenses like dining and activities can be impactful, we hope you were able to find a parking solution that met your budget and enjoyed your time in ******.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March ***** Reservation: *********** Amount: ****** Did not fulfill promised room type or location per upgrade conversation on the phone. Extremely rude staff posing as the director of the hotel.

  Business response

  04/10/2024

  Thank you for the opportunity to address your feedback on your recent stay.  We apologize for the misinformation regarding the room square footage and website details.  We followed up with our contact at the property and confirmed that during your stay the hotel reduced the upgrade charge as well as providing a food and beverage credit.  Additionally, our Regional Director of Rooms has reached out to you to address further.  Please let us know if you need us to resend the contact information sent on March 27th.

  Business response

  04/17/2024

  Thank you for the opportunity to address your feedback on your recent stay.  We apologize for the misinformation regarding the room square footage and website details.  We followed up with our contact at the property and confirmed that during your stay the hotel reduced the upgrade charge as well as providing a food and beverage credit.  Additionally, our Regional Director of Rooms has reached out to you to address further.  Please let us know if you need us to resend the contact information sent on March 27th.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday March 16th we stayed at the Omni in **. I woke mid night with bite marks. Initially I thought I had contact dermatitis, but after a few hours and multiple areas of bumps, I found a small black object I recognized as a bug on me. I contacted management near 6 am and our room was switched. The manager said, " he hated bugs, too." The mew room had a half drunken bottle of water, and when realizing that we simply wanted to leave and made reservations at **************. I spoke to the day manager and an investigator, whom I offered to show the bites. I had been given 2 plastic garbage bags for my luggage and was offered $50 in breakfast by the night manager. I was assured I would receive a call that day as I requested reimbursement and had not slept. I had previously stayed with the Omni and had a good experience. I travel frequently and tip very well, and have never complained at any establishment. I responded to a text sent Monday regarding my experience and shared I had a concern and was again assured someone would be reaching out shortly, though they never did. The response to a client having a room with bed bugs was appalling and the cleanliness of the establishment a concern. I expect to be refunded for an unacceptable stay as I did not sleep and the response by the hotel team abhorrent.

  Business response

  03/25/2024

  ********************** thank you very much for sharing your concerns AT OUR CORPORATE GUEST RELATIONS PORTAL and thank you so much for staying at Omni ********, we take our guests feedbacks very seriously and I would sincerely like to apologize for our tardiness in communicating with you via email, please note that we tried to call on 18th in the evening but your number on file was not going through, we just tried to call you again but there was no response and we did not have ability to record voice note, please note that we are happy to discuss at your earliest convenience as the room inspection test result was negative and there were no bugs found, if you require any further clarification we are happy to call you again and explain. Please feel free to advise us the best number to call so we can reach out and explain and if there is anything else we can do to assist you we shall be happy to assist. Regards *************************** Director Of Front Office Omni ******** Hotel ************************************************************** Tel: ************

  Business response

  04/02/2024

  ********************** thank you very much for sharing your concerns AT OUR CORPORATE GUEST RELATIONS PORTAL and thank you so much for staying at Omni ********, we take our guests feedbacks very seriously and I would sincerely like to apologize for our tardiness in communicating with you via email, please note that we tried to call on 18th in the evening but your number on file was not going through, we just tried to call you again but there was no response and we did not have ability to record voice note, please note that we are happy to discuss at your earliest convenience as the room inspection test result was negative and there were no bugs found, if you require any further clarification we are happy to call you again and explain. Please feel free to advise us the best number to call so we can reach out and explain and if there is anything else we can do to assist you we shall be happy to assist. Regards *************************** Director Of Front Office Omni ******** Hotel ************************************************************** Tel: ************

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a reservation to stay at the Omni Hotel in **********, ** for 2/25/24-2/27/24. We checked in on 2/25/24 at 2 pm and everything seemed fine with the assigned hotel room, 1157. My husband and I left around 3:30 pm for dinner and to travel to the store to pick up snacks for our stay at the Omni. Upon our return we discovered the refrigerator wasn't working and the bathroom door lock did not work. My husband tried to call the front desk using the hotel room phone but kept getting a busy signal. He was able to contact the front desk by using his cell and going outside of the room and calling the main Omni phone number. Someone answered and said they would contact maintenance to come and look at the refrigerator. We waited 45 minutes but no one from engineering came to look at the refrigerator. At that point my husband and I were fed up and decided to check out of the hotel on the same day we checked in, 2/25/24. We talked to the front desk to inform them of our plans and they used the weak excuse that maintenance is busy. So it clearly showed they didn't care as our food that needed to be refrigerated was going to spoil. Oh and they also offered us another room but we had already settled into our room (1157). They had the nerve to charge me $131.94 for the room. Since the room was not in proper working order due to the refrigerator not working and the bathroom lock latch not working, I shouldn't have been charged anything. I feel the Omni should return all charges to me. The rooms need to be inspected before being assigned to guests to ensure no one else has to be inconvenienced. I'm hoping they do not charge my card for valet expenses in addition to the $131.94 because those expenses would be tied to the hotel and the room not being acceptable to me.

  Business response

  03/27/2024

  Thank you for your patience. The Director of Front office spoke with the guest and her card was refunded $131.94. 

  Please let us know if there is anything else we can do. 

  Business response

  03/27/2024

  Thank you for your patience. The Director of Front office spoke with the guest and her card was refunded $131.94. 

  Please let us know if there is anything else we can do.
  

  Customer response

  03/27/2024

  I have reviewed the business response and accept this resolution. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩