Omni Hotels (Corporate Office)

I always stay at a Marriott or Hilton property & I rarely complain,... going on 30 years. However, I did not appreciate the tactics used to push me to another Omni location in the same city. They way it happened felt like a bait and switch scenario to me.

Explanation: It was "essential" to stay walking distance (a few blocks) from Fanuel Hall in Bosotn. I viewed the Omni Parker house 7-8 times over a period of two weeks. When I finalized plans, I booked using the notifications that say "let's finalize your booking". I never clicked on the location across the river (450 Summer St.). I did not even know it existed. Instead, the system pushed me to the Summer st location, and I would assume it was the location that had the lower occupancy. This had a very undesirable result for me the paying customer.

We have heard the statements "look before you leap" or "don't leave and valuables within eyesight", or "lock your doors before you leave", right? Well, using slight of hand technique's to bait a customer into a location the customer "CLEARLY" did not want to choose has led to an unfortunate experience. Yes, from this time forward, I will always triple check the hotel address. I will look before I leap.

Tried to cancel a room reservation due to the COVID-19. The Omni Atlanta would not cancel the room and said I would still be charged the full amount.
I made a room reservation to stay at the Omni Atlanta for the weekend of Mar. 13 - Mar. 15, 2020 for a dance competition. On Thursday, March 12, 2020, I received an email from the dance competition informing us that the competition had been canceled due to COVID-19. I called the Omni Atlanta and tried to cancel my reservation and not be charged, but I was informed that "Corporate is not allowing cancellations due to the Coronavirus because the government has not put a freeze on travel." I was told, "You can still come and visit the lovely city and see what other attractions the city has to offer."

We have been attending this same competition at the GWCC for the past 5 years. I've stayed in the Omni 4 out of those 5 years. I don't really care to stay there but it is very convenient to the GWCC.

Tried to cancel a room reservation due to the COVID-19. The Omni Atlanta would not cancel the room and said I would still be charged the full amount.
I made a room reservation to stay at the Omni Atlanta for the weekend of Mar. 13 - Mar. 15, 2020 for a dance competition. On Thursday, March 12, 2020, I received an email from the dance competition informing us that the competition had been canceled due to COVID-19. I called the Omni Atlanta and tried to cancel my reservation and not be charged, but I was informed that "Corporate is not allowing cancellations due to the Coronavirus because the government has not put a freeze on travel." I was told, "You can still come and visit the lovely city and see what other attractions the city has to offer."

We have been attending this same competition at the GWCC for the past 5 years. I've stayed in the Omni 4 out of those 5 years. I don't really care to stay there but it is very convenient to the GWCC.

I book a room a month ago, called today to ask a question to find out they canceled it without notifying me. I am supposed to be there this week.
I reserved a room on 2/4/20. I called today to ask about a shuttle from the airport. I came to find that my reservation was canceled without them noticing me. They said my card didn't work, but made no attempt to reach out to me to let me know. I am supposed to be there in 2 days and would not have known it was canceled until I Showed up to check in. I called back and they would not honor the original booking price and were going to charge me more. They made no attempt to help me and now I need to scramble to find a place last minute.

I book a room a month ago, called today to ask a question to find out they canceled it without notifying me. I am supposed to be there this week.
I reserved a room on 2/4/20. I called today to ask about a shuttle from the airport. I came to find that my reservation was canceled without them noticing me. They said my card didn't work, but made no attempt to reach out to me to let me know. I am supposed to be there in 2 days and would not have known it was canceled until I Showed up to check in. I called back and they would not honor the original booking price and were going to charge me more. They made no attempt to help me and now I need to scramble to find a place last minute.

My winter hiking boots were stolen from my car while it was in the care of the valet.
Upon arriving at the hotel, two valets were outside. I had unhooked my boots from my bag and left them loose in the back. (the car was left in valet for the entire stay at the hotel). Upon our first gas stop from leaving the hotel, I noticed my boots were not in the car. On the next fillup, I had verified they were also not in my bags. We called the hotel, and was assured they would look into it. We did not receive a call back, so I emailed them after arriving home, the next day. The email chain included the rooms department, and the seemingly outsourced valet manager, and lasted over the course of 3 days. The general response, in the end, was that they 'did not see any boots, and since they couldn't prove they had them in their possession, they could not reimburse'.

My winter hiking boots were stolen from my car while it was in the care of the valet.
Upon arriving at the hotel, two valets were outside. I had unhooked my boots from my bag and left them loose in the back. (the car was left in valet for the entire stay at the hotel). Upon our first gas stop from leaving the hotel, I noticed my boots were not in the car. On the next fillup, I had verified they were also not in my bags. We called the hotel, and was assured they would look into it. We did not receive a call back, so I emailed them after arriving home, the next day. The email chain included the rooms department, and the seemingly outsourced valet manager, and lasted over the course of 3 days. The general response, in the end, was that they 'did not see any boots, and since they couldn't prove they had them in their possession, they could not reimburse'.

Fee charge for services not requested and not used.
The hotel has started charging a $20 fee for "Internet, office center and water" , all services I do not use, but forced to pay because they say that I have "access to it". It is a charge that they take out of the credit card that is given to cover possible damages. Charging a fee for services not requested nor used is illegal. I . Wi-fi is free at every single hotel I stay in, I am truly disappointed that such a nice hotel is scamming guest and I want my money refunded. My company lodges me there many times throughout the year and I am not willing to pay the $20 each time for services I don't want nor use.

Fee charge for services not requested and not used.
The hotel has started charging a $20 fee for "Internet, office center and water" , all services I do not use, but forced to pay because they say that I have "access to it". It is a charge that they take out of the credit card that is given to cover possible damages. Charging a fee for services not requested nor used is illegal. I . Wi-fi is free at every single hotel I stay in, I am truly disappointed that such a nice hotel is scamming guest and I want my money refunded. My company lodges me there many times throughout the year and I am not willing to pay the $20 each time for services I don't want nor use.

We stayed in this hotel, while visting TCU as a prospective student and it came highly recommended. What we and TCU did not know was they have a floating rate. So while I booked it online for $153. per night, it was in fact, not that for way. Thursday night was $153. ,Friday night was $202, Saturday night was $303 and then back down to $153 on Sunday night. We checked out 2 days in advance because we were going to leave on Tuesday, but it got too expensive. Omni charged us for the night we were not there $179.47 including tax! When I called to get it waive by the manager and the headquarters of OMNI. They said that is their policy and too bad! What horrible customer service, I paid over a $1000 and they would not waive the day I cancel, because it was not 5 days in advance. Be very careful and be forewarned . The Manger is not in the people business!
Product_Or_Service: Hotel Room

We stayed in this hotel, while visting TCU as a prospective student and it came highly recommended. What we and TCU did not know was they have a floating rate. So while I booked it online for $153. per night, it was in fact, not that for way. Thursday night was $153. ,Friday night was $202, Saturday night was $303 and then back down to $153 on Sunday night. We checked out 2 days in advance because we were going to leave on Tuesday, but it got too expensive. Omni charged us for the night we were not there $179.47 including tax! When I called to get it waive by the manager and the headquarters of OMNI. They said that is their policy and too bad! What horrible customer service, I paid over a $1000 and they would not waive the day I cancel, because it was not 5 days in advance. Be very careful and be forewarned . The Manger is not in the people business!
Product_Or_Service: Hotel Room

Horrible service and was told we would not be charged valet parking. We were.
We were available at the hotel at 1:00 for a 4pm check in. We were told we would be called when a room was available. After calling to check numerous times, a room was finically available at 11:30 pm. At that time, we were offered free valet service for that night. Days later, it was charged to our account. After two weeks of calling and being send to the voicemail of a manager named "Taylor," we have yet to receive a response or be contacted. Numerous messages have been left for her.

Horrible service and was told we would not be charged valet parking. We were.
We were available at the hotel at 1:00 for a 4pm check in. We were told we would be called when a room was available. After calling to check numerous times, a room was finically available at 11:30 pm. At that time, we were offered free valet service for that night. Days later, it was charged to our account. After two weeks of calling and being send to the voicemail of a manager named "Taylor," we have yet to receive a response or be contacted. Numerous messages have been left for her.

Billing personal credit card in error and not receiving refund once refund was "issued" 9 days later.
Stayed at hotel from 11/10/19 until 11/15/19, had to put personal credit card on file for incidentals. Upon check in, I confirmed with representative at desk that this was a direct bill to my company and that I was charged on my personal card last time. She assured me this would not happen again. When I checked out on 11/15/19, my card was charged for $688.29.....

Hotel stated that they issued refund on 11/18/19 but as of 11/27/19, it has still not been credited back to my card. Have spoken to card issuer and they said they show no refund being sent back to my account. Disputing this with card company for the time being since hotel said they can't provide me any type of transaction number or anything other than their line item on a folio that shows amount was refunded.

My vehicle was also broken in to via window being smashed out. Security does not patrol outside and staff tells me they don't have cameras because it's a "liability". Bad things can happen anywhere but they do absolutely nothing to protect their guests.

Billing personal credit card in error and not receiving refund once refund was "issued" 9 days later.
Stayed at hotel from 11/10/19 until 11/15/19, had to put personal credit card on file for incidentals. Upon check in, I confirmed with representative at desk that this was a direct bill to my company and that I was charged on my personal card last time. She assured me this would not happen again. When I checked out on 11/15/19, my card was charged for $688.29.....

Hotel stated that they issued refund on 11/18/19 but as of 11/27/19, it has still not been credited back to my card. Have spoken to card issuer and they said they show no refund being sent back to my account. Disputing this with card company for the time being since hotel said they can't provide me any type of transaction number or anything other than their line item on a folio that shows amount was refunded.

My vehicle was also broken in to via window being smashed out. Security does not patrol outside and staff tells me they don't have cameras because it's a "liability". Bad things can happen anywhere but they do absolutely nothing to protect their guests.

We contracted with Omni Mandalay Hotel,Irving,TX for my daughters wedding in October 2019.We had issues AT ALL THE LEVELS. The contract was poorly spelled.The sales person,John *** iwas not professional and he was rude to our wedding coordinator when she questioned the contract. We had given a master account when we signed the contract. When we checked in ,the front desk asked to put another card to cover the incidentals despite me explaining them that we have a Master Account from which Omni charged $17,583 the day before and those charges were not explained to us. They took 2 hours to check us into 2 rooms and the groom was waiting.
The front desk staff were very uncooperative and rude.The Accounts staff were unable to explain the charges.The room coordinators messed up on the room reservations, which we made for our guests and paid thru our master account. The front desk told them their reservations were cancelled.That was an insult and embarrassment to us. We ordered for 2 gallons of coffee and it was not delivered for 1 hour.My brother went to check on that the front desk answered rudely that they don't take orders from the guests.

We contracted with Omni Mandalay Hotel,Irving,TX for my daughters wedding in October 2019.We had issues AT ALL THE LEVELS. The contract was poorly spelled.The sales person,John *** iwas not professional and he was rude to our wedding coordinator when she questioned the contract. We had given a master account when we signed the contract. When we checked in ,the front desk asked to put another card to cover the incidentals despite me explaining them that we have a Master Account from which Omni charged $17,583 the day before and those charges were not explained to us. They took 2 hours to check us into 2 rooms and the groom was waiting.
The front desk staff were very uncooperative and rude.The Accounts staff were unable to explain the charges.The room coordinators messed up on the room reservations, which we made for our guests and paid thru our master account. The front desk told them their reservations were cancelled.That was an insult and embarrassment to us. We ordered for 2 gallons of coffee and it was not delivered for 1 hour.My brother went to check on that the front desk answered rudely that they don't take orders from the guests.

I was billed by priceline for full amount. I canceled one night and was billed again by the hotel.
I was billed by priceline for the price of a two night stay at the Jacksonville Omni. (September 26th) I canceled one night with Omni hotel representative Brett before the dates he advised he at the time it was canceled and refunded and if I came a little before check I would be charged early check in fee. I arrived a little early and was billed 56.50 by front desk. I checked my account the Monday after check on and noticed I was billed early check in and full omni fee. which caused a bill to bill to overdraft this account. I called in to explained to the manager I believe her name was Nayaand she told it was nothing they could do and I was "lying". This was very frustrating after I explained multiple times how could I be charged early check in if you had me down for two nights she asked who I spoke with and I gave her Brett's name. Brett who was very nice and courteous throughout this entire interaction called me back and apologized. He said he remembered and called priceline and they would refund one night but this could take up to 30 days. I have stayed at the omni multiple times and never received this type of service and I feel like i'm being robbed after paying for the services.

I was billed by priceline for full amount. I canceled one night and was billed again by the hotel.
I was billed by priceline for the price of a two night stay at the Jacksonville Omni. (September 26th) I canceled one night with Omni hotel representative Brett before the dates he advised he at the time it was canceled and refunded and if I came a little before check I would be charged early check in fee. I arrived a little early and was billed 56.50 by front desk. I checked my account the Monday after check on and noticed I was billed early check in and full omni fee. which caused a bill to bill to overdraft this account. I called in to explained to the manager I believe her name was Nayaand she told it was nothing they could do and I was "lying". This was very frustrating after I explained multiple times how could I be charged early check in if you had me down for two nights she asked who I spoke with and I gave her Brett's name. Brett who was very nice and courteous throughout this entire interaction called me back and apologized. He said he remembered and called priceline and they would refund one night but this could take up to 30 days. I have stayed at the omni multiple times and never received this type of service and I feel like i'm being robbed after paying for the services.

WarningOmni Gift Cards are being compromised by hotel staff or Buyatab 3rd party vendor

*Do not buy Omni Gift Cards.We bought my brother & sis-n-law a $250 Omni gift card for their graduation from nursing school (both NPs) back in Dec. 2018. They recently tried to use their gift card at the Omni in Ft. Worth to pay for their hotel stay only to find out it has a zero balance. The manager did some research & found out the card was used at the Scottsdale, AZ Omni. The manager provided us the card usage history in writing. Note: We all live in Texas & have never traveled to Scottsdale. We were told to contact Omni guest relations number. They couldn't help us & told us to call Buyatab number (3rd party vendor Omni uses for gift cards). Told us they could do nothing to call guest relations again. I called and emailed guest relations again with the documented proof that the card was compromised. After speaking to Lisa in Guest Relations she told me that she'd have*** in the Treasury dept to investigate. The next day a get a generic email stating, "We conducted an investigation and regrettably are unable authorize a reissuance, thus we hold to the terms and conditions. Long story short, $250 went to pay for someone else's hotel expenses in Scottsdale while my brother & sis-in-law had to pay for their hotel which should have been covered. Omni nor Buyatab will re-issue or offer to cover their one-night hotel room. Do not buy Omni gift cards. They will not cover if it is stolen or compromised. My family, friends, and company will never stay at another Omni again. Bad business practice. Omni you have lost lots of business.