ComplaintsforOmni Hotels (Corporate Office)

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and I stayed July 8-10, 2024 at the Omni resort homestead in ********. We bought our ticket through Priceline which indicates a ****** resort fee. Upon checking in the front desk stated there is a refundable incidental fee of 300. I went to handle affairs and came back and then was told I am sorry it is ~700 which will be refunded back after your stay. Not sure what to do and not able to cancel I paid the ~700. By morning I awoke to find an addition charge off ~300. I called the front desk and they said they were sorry and it would be refunded by my bank after my stay, but could take time for bank to process. I got charge a little over 1000 dollars in hold fees which I only budgeted for my trip so I ended up with my account only having ********. The staff did give me a food credit to use at resort, which put me at ease since I didnt know how I was going to feed my child otherwise with only 7 dollars. Then upon checkout I took my daughters left overs to front desk upon checkout to ask if they had a microwave. The staff took the food to heat and about an hour in I was told by staff that the gal was new and she threw it away by mistake. The staff did fix that issue and had the restaurant make a new batch of Mac and cheese without me asking. I was thankful for that since I needed food for my daughters ride home. I had a long drive home to the beach in ************** and thankfully had a full tank of gas and 7 dollars to put in tank. I made it thankfully 10miles from home with the check engine light on. It took my bank till Friday to release the funds back. We tried to make the most of the situation but it ended up putting me in a stressful situation, we werent able to leave the property the whole time due to funds so our trip consisted only the hotel pool and movie theater. I am very confused by charges being so high given amount I payed for two nights?Price per night $381.60

  Business response

  07/30/2024

  Thank you for giving us the opportunity to address your feedback.  The details of your stay and interaction with the team at the hotel will be reviewed. Please allow us time to resolve and offer an explanation for issues that occurred during the visit with the resort.

  Business response

  08/09/2024

  The hotel has made countless attempts via email/phone to contact guest for a resolution, respectfully please proceed with closing the complaint.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I stayed at this hotel June 27, 2024-June 29, 2024. I pre-paid for my room ahead of time so upon arriving, I owed nothing. The hotel wanted a card to hold on file for incidentals. They put a $200 hold on my card and told me that I would receive this money back 8-14 business days after checking out. Today is July 26, 2024. 30 days later and i still have not received my money back. I have called several times to resolve the issue, being polite as possible when I really dont have to be. I was told that the merchant was contacted and the money should be released July 19th. I still have not received my money. Unacceptable to do this to anyone especially when I paid for my room ahead of time. They left me no choice but to go about it this way. I attached the reservation and then the email from the hotel 30 days later still trying to resolve the matter. I am requesting my room stay and my credit card hold = $506.62+$199.99= $706.62

  Business response

  07/30/2024

  Thank you for giving us the opportunity to address your feedback.  I am 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 reply back to this e-mail with this information and we will be happy to assist further.

  Customer response

  08/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 12, 2024 I booked the OMNI ********************* in *******, ** through BOOKING.COM. When I got to the hotel, they couldn't find the reservation and I showed him on my phone it was clearly booked. He said he'd "figure it out". Apparently, how he figured it out is he double booked me and I was charged massively for two hotel rooms. I've been arguing with my credit card company for a refund and they said because I willingly gave the credit card, they can't refund it. Been arguing and wasting my time for weeks. Now I want to be fully refunded for everything for this preposterous grief!

  Business response

  07/31/2024

  Thank you so much for your feedback.  In order for us to review your feedback and offer a resolution please provide us 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
  

  Business response

  08/01/2024

  Good day ************** I have found the original booking and confirmed that you were charged by us when you had already paid to booking.com I sincerely apologize for this error. We have completed the refund today and you should see this reflected on your card within a few business days. I would like to offer you my direct contact for any future stays. I would love to provide you with a complimentary upgrade and arrange something nice for you. Please let us know whenever you are returning. Thank you and let us know if there is anything else you need.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I planned a weekend trip for my wifes birthday and the financial position Im in right now i was looking for a nice hotel cheap. I found a great deal on Priceline and somehow the dates were messed up when i did it. I got an email saying thanks for your stay while i was at work and thats when i knew i messed up. I know i messed up but for a business to be claiming to be a family business i thought i would find some understanding. Priceline is ready to refund the money but the Omni isnt. They wont even help me out with it being a no show.

  Business response

  07/23/2024

  Thank you for reaching out and providing additional information on your no-show charge.  Your original booking did not have your personal contact details, but with your follow-up we were able to better review your case.  We are happy to confirm a refund of the no-show charge was processed on July 22nd.  Please allow 7-10 days for the credit to process.  We hope your wifes birthday celebration went well despite the booking of the wrong dates.

  Customer response

  07/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My Name is ******************************* On the 4th of July at the Omni Hotel located at *********************************************************** I was threatened and discriminated against, Because my grievances are substantial I have to upload my account of what transpired. I have my number reservation number as well as pics of the ladies and my blank checkout receipt I got the same night I checked in and out. Again we never stayed at your hotel.It's not allowing me to upload my other evidence

  Business response

  07/18/2024

  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 by upper management. We have requested they follow up with you within 72 hours in regard to this experience..  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. 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.

  Customer response

  07/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HORRIBLE STAY THE NETWORK THE HOTEL USES WAS NOT WORKING WE COULD NOT CHECK IN FOR HOURS WE MISSED THE **** WE HAD TICKETS TO GO SEE WHICH WAS THE WHOLE POINT WE WERE IN ****** THE MANAGER TOLD US WE WOULD BE REIMBURSED I HAVE REACHED OUT TO THE HOTEL, LEFT COMPLAINTS, AND YET NO ONE HAS SAY ANYTHING MORE THAN ''THEY WILL GET BACK TO ME'' MONTHS LATER I STILL HAVE NOT HEARD ANYTHING

  Business response

  07/09/2024

  Thank you for giving us the opportunity to address your feedback. Sorry for the delay. May you please provide us with the confirmation beginning with 400, dates, and which Omni property the reservation was for. Allow me time research the response.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order for 3 laptops to be delivered to the hotel. I went to get my laptops, but only 2 were given to me. The 3rd laptop went missing somewhere between the hotels ************ desk. Once I realized that the 3rd was gone, I spoke with the Front Desk Manager, *****************************, about our next steps. Once it was clear that the laptop was not going to be recovered, ******* assured me, both verbally & in writing, that I would be promptly reimbursed the $595 for the missing laptop. Timeline:May 18-Claim made (Ref # *********)23-Reached out to ******* today to follow up 29-Provided ******* with the 3 Proof of Delivery documents, the photo of the 2 laptops that were received, & the shipping labels. Reached out to Corporate today to elevate the issue, since it was not being handled promptly. They opened another case for this claim (Ref # *********). Corporate elevated the issue to the Resolution ***** ****** said they will get back to us within 72 hours 31-Followed up with ****************************** today. ******* stated that she is still in talks with **** which is senseless as we have the Proof of Delivery. After that call with *******, I reached out to Corporate to follow up about the way ******* is handling the issue; they escalated the issue after seeing how many times I have reached out, but the Escalation Specialist was largely unhelpful also June:5-******* emails me back for the 1st time 10-Followed up with ******* today, but she was out of office. Emailed ******* the Invoice as she requested. 13-Followed up with ******* today, as she was out of office in the earlier part of this week. She said that on 6/10 (the day she was out of office) she forwarded her corporate team the invoice we provided, & she is going to follow up with them July: 2-Reached out to ******* a final time today before elevating this issue. ******* provided no potential timeline for reimbursement.She could never provide me with a timeline for resolution or another contact.

  Business response

  07/09/2024

  Thank you for giving us the opportunity to address your feedback. Unfortunately, the information you provided is for the Austin Hotel ********** is longer part of the Omni Hotel and Resorts. Has not been part of Omni for several years now. Please let us know if we can be of further assistance. 

  Thank You!

  Business response

  07/09/2024

  Please visit our website www.omnihotels.com for the list of properties in ****************************************************** Property is not one of them.

  Customer response

  07/09/2024

  We will need to reach out to Marriott Corporate as our next steps please.

• 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. 

*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. ↩