Complaints

This profile includes complaints for Omni Hotels (Corporate Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Omni Hotels (Corporate Office)

  4001 Maple Ave STE 500 Dallas, TX 75219-3241

• 

  Omni Hotels (Corporate Office)

  2138 Business 220 Bedford, PA 15522

• 

  Omni Hotels (Corporate Office)

  23 Ocean Ln Hilton Head, SC 29928

• 

  Omni Hotels (Corporate Office)

  2727 W Club Rd Tucson, AZ 85742

• 

  Omni Hotel at CNN Center

  100 Cnn Ctr NW Atlanta, GA 30303-2762

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am contacting your office due to a recent stay that I had with your hotel from ***************.When I initially arrived to the room I noticed we were in a connected room. I called down to advise that I didnt feel safe as I had my daughter with me. I was advised hotel was at capacity and nothing was able to be done. Secondly, upon waking up on 4.27.25 I noticed several blood stains on the top of the bed where we laid our heads. I caused for a scare and concern because my daughter whom is three was lying in that spot.There was also some on a pillow case (that she did not use).My overall concern with the sheets is that housekeeping decided to not change the sheets which is extremely unsanitary and unsafe for future guests. Lastly, there were red stains on a towel and the shower has mold or something of brown color around the bottom of the ********* a multi billion dollar company that generates $3.4B every year it is you alls responsibility to make sure that the rooms are clean and in order for the next guest. As we are paying to stay here and it is not a free stay.I would like this is to be rectified with the stay being refunded due to the experience and inconvenience.

  Business Response

  Date: 04/29/2025

  Thank you for giving us the opportunity to address your feedback. Please accept my sincere apology for the less than enjoyable experience during your stay. I assure you this is not characteristic of the high level of quality service and hospitality we strive to maintain across Omni Hotels and Resorts. Your comments, while disappointing to us, are crucial to our hotel. It is only through honest and direct input we are able to make necessary corrections. Thank you for taking the time to share this information with us; we truly appreciate it. The information you have provided has been submitted directly to the hotels management team so they may further review this with their staff directly. We have requested they follow up with you within 72 hours in regard to this experience.

  Customer Answer

  Date: 04/29/2025

  I have reviewed the business response and accept this resolution. 
  

  I have spoken with ******* ***** and he has  resolved my concerns.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the accounting department at the Omni Hotel (Atlanta) via email regarding a charge on my account. I explained that I used a credit card to make a guest reservation. There was a charge for a one night stay placed on my credit card as a deposit. The amount of $237.63 was charged on 03/15/2025. Once the guest checked in on 03/28/2025 and presented payment information, the associate advised me that my deposit charge would be refunded. A review of my account statement showed that the charge was not refunded. I made an inquiry to the accounting department. The manager, Mr. **** ****** provided me with deposit receipts which showed a credit amount of $237.63 being applied to another credit card ending in 1127. I did some research and sent the following response: ****,Thank you for sharing this information with me. It seems that the refund was issued to Mr. ******** ********. He is the team contact and he uses his credit card to secure room blocks for volleyball tournaments. The parents are responsible for contacting the host hotel and paying for their respective room(s) once identifying Mr. ******** as the team contact. I made a reservation for my mother. Per the attached folio, you can see that her balance was satisfied with her card. (MC 5294) The refund that should belong to me seems to be defaulting to Mr. ********** credit card ***** 277) I have attached documentation for your review. I am hoping that this information will be sufficient enough to allow you to credit my card (MC 3634). Please let me know if further information is warranted. On 04/11/2025, accounting informed me that they would need to charge the card ending in 1277 in order for them to refund the deposit. They sent me the following link with instructions to complete it in order to initiate the refund process: ***********************************************************. I filled out the information on the link which resulted in another charge of $237.63 on my account.

  Business Response

  Date: 04/23/2025

   

   Thank you for giving us the opportunity to address your feedback.  

  We were unable to locate a reservation under your name. Could you please respond back with the following helpful information:
  -Location of the stay
  -Dates of stay
  -Name as it appears as the primary holder on the reservation
  -Confirmation number beginning with 400

  Please allow up to 3 business days to receive a response. We shall escalate this matter further.
  
  

  
  

  Customer Answer

  Date: 04/25/2025

  Good evening ********,
  I hope this message finds you well. Please accept my sincerest apologies for the multiple charges on your card and any inconvenience this may have caused. Ive reviewed your billing and have corrected the discrepancies. A refund of $237.63 has been issued to your MasterCard ending in 3634, and the Visa ending in 1277 has been charged to account for the original refund adjustment. For your records, Ive attached copies of the folios, including the MyCheck payment and refund details.
  Please dont hesitate to reach out if you have any additional questions or concerns.

   

  ******* ********
  Assistant Director of Front Office
  Omni  Hotels  & Resorts

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: 5TH CONTACT ATTEMPT: Recent Omni HHI Stay July *****, Confirmation #*********** Extensive documentation detailing the misleading advertisement of luxury services not rendered. Significant disparity between the advertised experience and the actual quality delivered like damaged and outdated amenities, lack of attention to detail, poor food, poor staff training, and poor cleanliness. These issues clearly demonstrate a failure to meet reasonable expectations for a high-end establishment like Omni.7-night vacation but had to leave 3 nights early due to service failures that threatened our health and safety. The damage to our vacation time, the health risks we faced, and the emotional distress we endured far exceed what was paid to Omni.-Foreign curly black hair found in the bed.- The suite bedroom door would not close after giving facilities multiple opportunities it remedy - TV would not hold a stable connection due to inconsistent WiFi coverage and unnecessary firewall restrictions that blocked our Apple devices. After spending 90+ minutes of my own time and giving engineering multiple opportunities, it was not remedied. -broken bedroom window blinds not fixed - Mold was found in the microwave, even after housekeeping - Live cockroaches found in the bedroom - Extremely slow food service by the pool, towel containers empty, and umbrellas in disrepair - resort food prepared very slow, poorly and inaccurate. - Pullout mattress was so poor quality it impacted my back. - spa treatment left in more pain than before the appointment.After all the experiences realizing the misleading advertisement of luxury services, we had to go stay elsewhere to protect our health and safety. Due to the breadth and volume of facility and service failures leading us to an early out, requesting full refund of folio.

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because:   To visual detail I business response. See screenshot. Please advise if there is a limitation. 

  Business Response

  Date: 04/01/2025

  The Omni Hotels and Resorts has notified guest via mail with details of a prohibited as a guest any of our locations, No further compensation will be given. Please close the complaint. Thank you!

  Business Response

  Date: 04/04/2025

  The Omni Hotels and Resorts has notified guest via mail with details of a prohibited as a guest any of our locations, No further compensation will be given. Please close the complaint. Thank you!

  Customer Answer

  Date: 04/04/2025

  I am rejecting this response because:  business has not remedied the multiple service failures, and has not addressed the misleading advertisements of luxury quality services that went undelivered. Multiple opportunities have been provided.

• Initial Complaint

  Date:03/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was dropping off a passenger I had driven from *********** on the 14th of March, 2025, when a valet worker approached me and asked me to move my vehicle. I politely informed him that I needed a moment to finalize something on my phone. However, instead of showing patience or professionalism, the valet worker resorted to using derogatory and racist language, including calling me a monkey.The situation escalated when the valet worker threatened to call the police on me, which he did. When the police arrived, I attempted to explain the situation, but they refused to listen to my account and insisted that I leave the premises without addressing the harassment I ********** my efforts to resolve the situation, I requested to speak with hotel management. Eventually, a few individuals intervened and advised me to park in the garage while they escalated the matter to hotel management. They provided me with their contact information and asked me to follow up with an email describing the incident, which I have already sent.I am filing this complaint because:I was subjected to racially offensive and discriminatory treatment by an employee of the hotel, which is unacceptable and a violation of professional and ethical standards.The hotels management and staff failed to properly address the incident at the time, leaving me feeling disrespected and *********** enforcement officers involved in the situation were dismissive and biased, refusing to listen to my side of the story or take appropriate action.I am seeking the BBBs assistance in ensuring that Omni Hotels takes immediate corrective action, including:Conducting a thorough investigation into the incident.Implementing diversity and anti-discrimination training for its employees.Taking appropriate disciplinary measures against the valet worker involved.I believe that no one should have to endure such degrading and humiliating treatment, and I am committed to holding the responsible parties accountable.

  Business Response

  Date: 03/26/2025

  Thank you for giving us the opportunity to address your feedback.  The details of your stay and interaction with the team at the hotel. Can you please provide us a more details of the interaction with the valet attendant, which Omni hotels and Resorts location and the time of interaction? A member of the management staff will be contact you shortly.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They checked me out the night of 10/30 and chased me at 1 am in the Morning and told me never to go there 2 days early than check out Over charge-$4840.00 Property not handed-$10,000.00

  Business Response

  Date: 03/13/2025

  Thank you for giving us the opportunity to address your feedback. I have submitted your inquiry directly to the hotel management for review. Please allow up to 3 business days to receive a response.  If we may assist further, please let us know.  

  Business Response

  Date: 03/13/2025

  Please see final folio details attached. ****** ***** Omni Scottsdale Resort & Spa at ********** *********** 10/26-1/031/24

• Initial Complaint

  Date:03/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2 January 2025, I checked out of the Omni hotel in Downtown ***********. After checking out, and specifically, verbally, and articulately verifying with the agent at the registration desk, that all charges were final, shocked several days later that my debit card was charged without any authorization or communication. I closed out my account fully, on 2 January 2025, and therefore settled an concluded all business with Omni hotel on that date and time. I also have a paper invoice, physically retrieved from the front desk, that corroborates the closing of the contractual obligations both ways, Any error on the part of the hotel, is their own fault, and does not have the right to reopen line of accounting at whim or will.

  Business Response

  Date: 03/11/2025

  Thank you for giving us the opportunity to address your feedback. To further research your complaint please provide us with a confirmation starting with (400). A member of the management/accounting team will be in contact with you. 

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because it does not adequately address my refund demand. It also does not address any of the breach of contract aspect.
  

  Business Response

  Date: 03/11/2025

  Dear BBB,
  
  Thank you for contacting Guest and **************** I am happy to assist on behalf guest **** ******. We have also already been in contact with **** on this issue and are happy to assist you on this as well. The circumstances behind his two-night stay over the New Year's Eve & Day period at our Omni *********** at **************** consisted of a back-to-back stay, under the following confirmation numbers:
  
  40058876793 on New Years Eve [12/31/2024 - 01/01/2025]
  40058882102 on New Years Day [01/01/2025 - 01/02/2025]
  
  **** booked both stays under two different methods. The first night and bookings for 12/31/2024 was booked through a third-party Priceline, in which the stay was paid for by his friend (Dans credit card) through Priceline directly, for both room and tax. We did not need to collect for payment on this, unless it was not covered by the third-party payment, which it does not include for destination fees. We do show he did have charges to include parking, destination and taxes. I do understand this is not the charge in question, but I did want to make sure you had the full picture.
  
  Then while on Property, **** extended the stay for an additional night. This was booked by the hotel and is not able to be charged the same amount as the third party quoted, it would be based on the best available rate or any open promotions or discounts at the time of booking. We kept him in the same room for the secondary night, New Year's Day. But as this additional night was not covered by the third- party payment booked we did require a credit card to be placed on the booking for the payment of this additional night and any additional charges to the room that were incurred.
  
  However, we show that **** Opdahls credit card was placed on this booking for incidentals. For this reason, we did try to contact him as the booking was in his name and the credit card under Dans name was not authorized by us but by Priceline. As he put the stay and card directly by us as well as presented the card to us, we messaged him on 01/10/2025 at 10:51am CST which was sent by Associate ****** ******, stated that he had only paid the incidentals and that there was an outstanding balance for the room cost of $444.02. This was the amount that was charged to his card for room, tax, destination cost, which is a mandatory charge at all our hotels. With the valet cost of $130.00 that hed already been charge, he was charged a total of $574.02. 

  As **** booked and stayed at our hotel, he would be monetarily responsible for paying the balance of the bill. He also provided the hotel the credit card for charges for any balances due. As usually this does usually consist of the incidental amounts only as the room and tax amount already is being held, each guest is expected to pay for the their stay when booking and completing their stay. I do believe the **** too may be a member of our Loyalty Program using a different email address than he has been communicating with. He would be able to link and receive credit for his on-Property spending but third- party bookings are ineligible. Please see below correspondence sent to guest after numerous failed attempts via phone and email. 
  
  He may review our Terms & Conditions of our Program, if hed like to do so: *************************************************************************************
  
  Sincerely,

  
  

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because, once again, a business may not unilaterally contract for items that have been closed. I properly, and in person, checked out, and double checked (by asking the agent who I checked out with, if that was the entire charge, as something didn't seem right- I was assured at the desk that my folio stood closed!). Legally speaking, once a contract processes through an offer, acceptance, and consideration duly paid, that contract is entirely closed. If a party were allowed to open a contract, at will, and unilaterally, then it would defeat the entire purpose of contracts. People could charge, exchange, and change their minds at will. Nowhere in terms and conditions, is contractual trumped. If Omni does not refund me immediately, I am moving on to filing a small claims lawsuit, where I will purport several causes of action.
  

• Initial Complaint

  Date:03/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, February 6, I made a hotel reservation for a room at *****************************************************************************. It was for arrival on Friday , May 9, 2025 for three nights through Expedia travel.com.About two weeks later I was advised by my son that he could no longer make that trip with me. I also purchased booking insurance for $25 for the reservation. On March 27 I went online to cancel the booking. I was told that my rate was non-refundable even with the insurance. I am not sure what the insurance was for but it did not cover me cancelling my reservation evidently. I was also told by an ******* agent that I could pay an additional $250 cancellation fee that I could get back the whole amount I prepaid? That agent never got back to me and the hotel was contacted by another Expedia agent three times and that they were adamant that me reservation was not refundable in any way? I cancelled more than two months prior to the trip, bought the travel insurance, and am now without any of my funds! Is there any way you can intervene on my behalf to retrieve my lost funds?

  Business Response

  Date: 03/03/2025

  Thank you for contacting Guest and **************** I am happy to assist you today. I have reviewed your booking along with the information details you have provided us. I do very much apologize that in error, you booked with a third-party vendor or portal. However, when the booking was made through the third party, that reservation and fund were not collected by us but by the owner of the booking [Expedia]. We do show that you booked a full pre-payment discounted rate and does not allow for cancellation, if cancelled.
  
  For this reason, we are unable to refund any portion of the payment, due to this error. We would recommend reaching out to the owner and party where you booked, to see if they would be willing to provide any sort of compensation for this. You may reach out to them at the following phone number of: ***************.]
  
  We do recommend for future bookings with our Brand to receive the best options in both cancellation policy choices and to maximize your benefits to:
  - Book directly with an Omni Specialist at **************, from 7AM through 11PM, CST
  - Book direct on our website as a guest at ************************************************
  - Book direct on our website as a Select Guest Loyalty Member by logging in to your profile with your email address, if unsure how to access, do let us know.
  
  As booking through a third party as well would not provide the maximum credit toward a membership account toward a free night or upgraded status level. Do view our Terms & Conditions in reference to third party bookings as well as how to earn credits for direct bookings:
  *************************************************************************************
  
  I hope you have a great day ahead and if you need further assistance, please feel free to contact me.
  
  Sincerely,

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/11/2025 is the date of transaction $1556.30 was charged to my credit card on 2/12/2025 I paid for 2 nights reservation at the Omni Hotel in ************** , ***** I accidentally reserved online while shopping on my phone and immediately called to cancel and I was told I would be charged one night stay REGARDLESS. Then I was charged both nights on my credit card the next day!I called immediately after online purchase and asked for a full refund and was told I would have to wait for an email. I also emailed a refund request on 2/13/2025 because I was also charged $138.26 in REFUND PROTECTION PLAN # 4f524141-0053-0000-0319-9c3a07d63991 THEREFORE I SHOULD BE ENTITLED TO A FULL REFUND !!I am a OMNI preferred customer member and I stayed at this same ********************** last year and therefore I do not understand WHY they would S**** CUSTOMERS OVER?!I am also a disabled veteran who served 28 years and a ***** resident. I will ensure I pursue this issue until I am refunded the FULL AMOUNT and this is resolved. I will also ensure that I inform everyone I know to NOT stay at the OMNI hotel chain due to their unscrupulous ************ ITINERARY # FOR THE ORIGINAL PURCHASE WAS - H10421226 IT IS UNDER ******* ****** CONFIRMATION # **********

  Business Response

  Date: 02/13/2025

   Thank for your feedback. I have reviewed your booking along with the information details you have provided us. I do very much apologize that in error, you booked with a third- party vendor or portal. However, when the booking was made through the third party, that reservation and fund were not collected by us but by the owner of the booking [Expedia]. We do show that you booked a full pre-payment discounted rate and does not allow for cancellation, if cancelled.
  
  For this reason, we are unable to refund any portion of the payment, due to this error. We would recommend reaching out to the owner and party where you booked, to see if they would be willing to provide any sort of compensation for this. You may reach out to them at the following phone number of: ***************.]
  
  We do recommend for future bookings with our Brand to receive the best options in both cancellation policy choices and to maximize your benefits to:
  - Book directly with an Omni Specialist at **************, from 7AM through 11PM, CST
  - Book direct on our website as a guest at ************************************************
  - Book direct on our website as a Select Guest Loyalty Member by logging in to your profile with your email address, if unsure how to access, do let us know.
  
  As booking through a third party as well would not provide the maximum credit toward a membership account toward a free night or upgraded status level. Do view our Terms & Conditions in reference to third party bookings as well as how to earn credits for direct bookings:
  *************************************************************************************
  
  I hope you have a great day ahead and if you need further assistance, please feel free to contact me.
  
  Sincerely,

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 16, 2025, I stayed at the OMNI ********************* Hotel in ******* as part of a group of out of town university students. Upon arrival, we were informed that our rooms were "not clean yet", despite the booking being made well in advance, and were directed to store our belongings in a temporary baggage room. The hotel staff assured us this room was "secure, locked, and monitored by security."When I returned to the hotel later that afternoon, I discovered that my bag, containing items valued at over $6,300, had been stolen. A review of CCTV footage revealed that an unauthorized individual was granted access to this supposedly secure storage room. The person entered without any verification or security measures, selected my bag, and walked out effortlessly. This negligence on the hotel's part is alarming and unacceptable.Since the incident, I have attempted to work with the hotel's staff and contact corporate to resolve this matter. However, the response has been extremely slow and unsatisfactory. I have sent multiple emails, attempted phone calls, and have not received a single response. Despite my repeated efforts to seek accountability, I have not received adequate updates or meaningful assistance. This situation has caused significant financial loss and emotional distress, compounded by the lack of urgency and responsibility shown by OMNI Hotels. While I hope for a resolution without further escalation, I feel compelled to bring this matter to the BBB due to the hotel's inadequate handling of this issue.Thank you.

  Business Response

  Date: 02/11/2025

  We appreciate you taking the time to provide this valuable feedback regarding your recent visit. Please accept my sincere apology for the delayed response
  The information you have provided has been submitted directly to the hotels management team so they may further review this with their staff directly. We have requested they follow up with you.
  We appreciate your comments. Please know that your patronage of Omni Hotels is valued, and we would welcome the opportunity to serve you in the future.
  Thank you for choosing Omni Hotels and Resorts.
  

• Initial Complaint

  Date:12/31/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room for one night as I am currently homeless. However once the reservation was made, I discovered the hotel had more fees than I could afford. I attempted to explain the situation but the hotel denied any modifications or refunds. When I say I now will have to sleep in my car, that is not hyperbole. The reservation was made through a 3rd party and the hotel wasnt made known until after I paid as it was a flash deal. The fine print was not shown until after the reservation was booked. Given the urgency and severity of my situation, I had no choice but to chance the kind of hotel I would get. I want Omni Hotel to provide a full refund as Im now currently under the worse financial hardship of my life and have no additional support system. I am at a loss of what to do.

  Business Response

  Date: 01/02/2025

  Thank you for giving us the opportunity to address your feedback.  We are unable to locate a reservation under your name. Could you please respond back with the following helpful information:
  -Location of the stay
  -Dates of stay
  -Name as it appears as the primary holder on the reservation
  -Confirmation number beginning with 400

  In Order for us to conduct research, and follow up with the complaint?
  

  Customer Answer

  Date: 01/02/2025

  I have reviewed the business response and accept this resolution. I was able to work it out at the hotel and everything worked out great. Thank you!