Omni Hotels (Corporate Office)

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.

When I woke up in the morning of August 14th at Omni in ***, I saw a giant cockroach in my room facing me right in front of my face.
This incident happened in the morning of Wednesday, August 14th, 2019 at Room No. 752 on the seventh floor of Omni Hotel located at ***, *** 20008 in the United States.

When I woke up in the morning of August 14th at Omni in ***, I saw a giant cockroach in my room facing me right in front of my face.
This incident happened in the morning of Wednesday, August 14th, 2019 at Room No. 752 on the seventh floor of Omni Hotel located at ***, *** 20008 in the United States.

My family and I checked in at the Omni La Mansion Del Rio hotel on 112 College St in San Antonio TX hoping to began a wonderful family vacation for our first time in San Antonio. We checked in around 5:20pm on Wednesday, 7/24/19 and checked out Sunday morning around 8:30am on 7/28/19. The pending charges for room #505 is for $975.44. The front desk stated they would refund $200 if there are no damages (which there aren't any at all). From the moment we arrived in our room we were hit with a very foul odor. We went and brought some air freshener to spray our hotel room hoping this would resolve the issue. My family and I was exhausted after the long drive so we took a shower and went to bed. Thursday we took the children out to explore the city. We returned to our room to the same issue. I told them its possible the smell may have been coming from the carpet that may have gotten wet at some point but needed to be cleaned.On Friday morning we left and returned to our room at 6pm. I immediately called the operator from the hotel and informed the male operator that our sheets still had not been changed although I left the card on the bed to change the linens (Spots were still on sheets and the pillows had fell on the smelly floor) We also stopped at the front desk before we left that morning to request hospitality to service our room. Around 6:30pm my husband *** had to go down to the front desk to complain because they still had not showed up. He said he spoke with the supervisor Adam and complained about the sheets. He then requested to speak with a manager but was told one was not available. At 6:46pm Deannia in hospitality showed up and changed our sheets. She even noticed the foul odor and sprayed. I told her that smell has been in our room since we checked in. So she sprayed the carpet with some kind if odorizer spray. We should not have dealt with all that transpired.

My family and I checked in at the Omni La Mansion Del Rio hotel on 112 College St in San Antonio TX hoping to began a wonderful family vacation for our first time in San Antonio. We checked in around 5:20pm on Wednesday, 7/24/19 and checked out Sunday morning around 8:30am on 7/28/19. The pending charges for room #505 is for $975.44. The front desk stated they would refund $200 if there are no damages (which there aren't any at all). From the moment we arrived in our room we were hit with a very foul odor. We went and brought some air freshener to spray our hotel room hoping this would resolve the issue. My family and I was exhausted after the long drive so we took a shower and went to bed. Thursday we took the children out to explore the city. We returned to our room to the same issue. I told them its possible the smell may have been coming from the carpet that may have gotten wet at some point but needed to be cleaned.On Friday morning we left and returned to our room at 6pm. I immediately called the operator from the hotel and informed the male operator that our sheets still had not been changed although I left the card on the bed to change the linens (Spots were still on sheets and the pillows had fell on the smelly floor) We also stopped at the front desk before we left that morning to request hospitality to service our room. Around 6:30pm my husband *** had to go down to the front desk to complain because they still had not showed up. He said he spoke with the supervisor Adam and complained about the sheets. He then requested to speak with a manager but was told one was not available. At 6:46pm Deannia in hospitality showed up and changed our sheets. She even noticed the foul odor and sprayed. I told her that smell has been in our room since we checked in. So she sprayed the carpet with some kind if odorizer spray. We should not have dealt with all that transpired.

I requested a confirmation to be emailed to me, nevrer received, nor did I receive a stmt upon checking out. Trudy at the front desk was beyond
rude
I called the 800 number to make a reservation, they could not insure what the view would be, stated I would need to reserve the room directly with the hotel, so I went and did this in person. The rate I was quoted by the front desk was 244.51, I asked for a confirmation email, provided my email, never received, nor did I receive one when checking out. This charge is nothing I would have ever agreed to. I called down the next morning as the hotel was sold out for the 18th when I checked in. I was instructed by a very rude Trudy to call the 800 number all she could tell me was they were at full capacity. I called the 800 number and spoke to a very nice lady, same situation, I would need to speak with the front desk to gurantee the view of my room, so I called Trudy from my cell phone while having the 800 # on the room phone. Trudy was insistant on there were no rooms, while the lady on the hotel line was saying there was two. By the time we went back and forth the two rooms "dissappeared" Trudy made me feel less than welcome and now that the charge has posted to my account, I feel completly taken advantage of. I am a single mother, that saves as much money as I can, much less to spend 498.42 on a hotel.

I requested a confirmation to be emailed to me, nevrer received, nor did I receive a stmt upon checking out. Trudy at the front desk was beyond
rude
I called the 800 number to make a reservation, they could not insure what the view would be, stated I would need to reserve the room directly with the hotel, so I went and did this in person. The rate I was quoted by the front desk was 244.51, I asked for a confirmation email, provided my email, never received, nor did I receive one when checking out. This charge is nothing I would have ever agreed to. I called down the next morning as the hotel was sold out for the 18th when I checked in. I was instructed by a very rude Trudy to call the 800 number all she could tell me was they were at full capacity. I called the 800 number and spoke to a very nice lady, same situation, I would need to speak with the front desk to gurantee the view of my room, so I called Trudy from my cell phone while having the 800 # on the room phone. Trudy was insistant on there were no rooms, while the lady on the hotel line was saying there was two. By the time we went back and forth the two rooms "dissappeared" Trudy made me feel less than welcome and now that the charge has posted to my account, I feel completly taken advantage of. I am a single mother, that saves as much money as I can, much less to spend 498.42 on a hotel.

Hotel room theft due to poor to none security systems, broken door locks, lack of security cameras through out hotel. Never addressed by management.
May 19, 2019 will be the Anniversary we will never forget. We are still very upset and angry over the lack of security, broken security systems and inadequate surveillance measures that are present at the Omni Mt. Washington resort at Bretton Woods. .On May 19th, my husband and I checked into the hotel early evening and within a matter of a few hours; our cash, credit cards, my husband's retired Sargent Police badge and both my diamond solitaire and diamond band was stolen from our room.
We decided to use the indoor hot tub for about a half hour before dinner and entered the area using our swipe card. Both myself and my husband had brought our swipe cards with us, but the exception was that I had left mine in the paper jacket that the front desk gave me which had our room number on it. I placed my swipe key and holder in my jean pocket and folded my dry clothes before entering the hot tub. There was only one other person in the pool /hot tub area the whole time we were there. He also had joined us in the hot tub. After some time, the man got out of the hot tub and walked over in the general area of the dry towels. Our clothes were placed near the towels. The man left the area and within minutes I got out of the hot tub to gather my clothes to change. It was at that time that I realized that my key was missing. I told my husband the key with the room number was missing and when he realized what this could mean, we ran to the room. It was only a matter of minutes, by the time we got to the room our possessions had been stolen. We then proceeded to go to the front desk and tell security. Security took down the information from me mean while my husband began searching the hotel for the thief. The head of security was out of the hotel at the time but was called in to begin the investigation. It was at that time that we found out that there are no surveillance cameras in the hallways and only camera in the pool and lobby. We also found out once the New Hampshire State Police became involved that there are hotel room doors which are not functioning properly and are unable to record entry or leaving of room. All guest hotel room doors with use of the swipe key are supposed to record all entries and exits. We were informed that our room door was one of the broken locks and was unable to record entries/ exits. There are doors; such as the pool area that a swipe key is not needed. It is malfunctioning and a good tug will open the door and not record entry. Also, the hotel was unable to check registration for automobile information because they do not ask for car make, model or license plate. You can't check even into a Motel 6 without giving this information. At check in, I presented my license but that was it. I never signed any guest paperwork etc. We were given a new room that night but left the next morning. We were too upset and could not stay the two nights knowing what happened and no longer felt safe. Local and state police are still investigating the robbery, but we do not have much hope in getting our things back.
My husband, a former Law Enforcement officer cannot believe that this hotel is unequipped with updated security systems or state of the art technology. Throughout this ordeal and at check out, (which we paid for but never stayed the two nights) were never approached by hotel manager to apologize or address the situation. This is a very unsafe hotel and Omni needs to make changes before this happens again to other innocent guests and their families.

Hotel room theft due to poor to none security systems, broken door locks, lack of security cameras through out hotel. Never addressed by management.
May 19, 2019 will be the Anniversary we will never forget. We are still very upset and angry over the lack of security, broken security systems and inadequate surveillance measures that are present at the Omni Mt. Washington resort at Bretton Woods. .On May 19th, my husband and I checked into the hotel early evening and within a matter of a few hours; our cash, credit cards, my husband's retired Sargent Police badge and both my diamond solitaire and diamond band was stolen from our room.
We decided to use the indoor hot tub for about a half hour before dinner and entered the area using our swipe card. Both myself and my husband had brought our swipe cards with us, but the exception was that I had left mine in the paper jacket that the front desk gave me which had our room number on it. I placed my swipe key and holder in my jean pocket and folded my dry clothes before entering the hot tub. There was only one other person in the pool /hot tub area the whole time we were there. He also had joined us in the hot tub. After some time, the man got out of the hot tub and walked over in the general area of the dry towels. Our clothes were placed near the towels. The man left the area and within minutes I got out of the hot tub to gather my clothes to change. It was at that time that I realized that my key was missing. I told my husband the key with the room number was missing and when he realized what this could mean, we ran to the room. It was only a matter of minutes, by the time we got to the room our possessions had been stolen. We then proceeded to go to the front desk and tell security. Security took down the information from me mean while my husband began searching the hotel for the thief. The head of security was out of the hotel at the time but was called in to begin the investigation. It was at that time that we found out that there are no surveillance cameras in the hallways and only camera in the pool and lobby. We also found out once the New Hampshire State Police became involved that there are hotel room doors which are not functioning properly and are unable to record entry or leaving of room. All guest hotel room doors with use of the swipe key are supposed to record all entries and exits. We were informed that our room door was one of the broken locks and was unable to record entries/ exits. There are doors; such as the pool area that a swipe key is not needed. It is malfunctioning and a good tug will open the door and not record entry. Also, the hotel was unable to check registration for automobile information because they do not ask for car make, model or license plate. You can't check even into a Motel 6 without giving this information. At check in, I presented my license but that was it. I never signed any guest paperwork etc. We were given a new room that night but left the next morning. We were too upset and could not stay the two nights knowing what happened and no longer felt safe. Local and state police are still investigating the robbery, but we do not have much hope in getting our things back.
My husband, a former Law Enforcement officer cannot believe that this hotel is unequipped with updated security systems or state of the art technology. Throughout this ordeal and at check out, (which we paid for but never stayed the two nights) were never approached by hotel manager to apologize or address the situation. This is a very unsafe hotel and Omni needs to make changes before this happens again to other innocent guests and their families.

Checked in online May 26th more than 2 hrs prior to arrival. Arrived at 5pm and room still had to be inspected. Didn't get our room till after 9pm.
Booked a 2 night hotel stay May 26th through May 28th. Did online check in at 1:30pm. Arrived at hotel at 5:00pm and was told room was not ready due to a special request. Only request was a high floor with good view. We were told the room just needed to be inspected and would send me a text when it was ready. Never got a text so about 9pm I called the front desk who said room was ready and room keys were hanging up. The room keys were not hanging up and had to be replaced. We were assigned to room 1524. Chocolate milk and cookies were left for my 8 yr old son. The chocolate milk was hot and fridge in room was not working. There were no trash sacks in trash cans and some of the pillows for the beds were laying on the floor next to the 2 queen beds. The shower head in the shower was spraying onto the bathroom floor. You could feel the springs to the mattress due to them being worn out. The front desk did give use 2 free drinks at whiskey and rye for the room not being ready. We had traveled almost 6 hours and this was a big inconvenience for my family. We did not get to enjoy any of the hotel amenities due to not being a like to check in until after 9pm.

Ruined weekend getaway with fiance
On 5/17 I made a reservation for a stay-cation with my fiance. Since we live far from downtown and planned to participate in Memorial day events around town, we decided to get a room for our comfort and convenience. I specifically requested an outside balcony since my fiance smokes cigarettes. At no time during the call was I told that a balcony was not guaranteed. On Tues, May 21st, I called to re-confirm our room and that we would have a room with a balcony. The representative told me that the reservation did not have a balcony. Understandably I was very upset. There representative then corrected the reservation and confirmed our room with outside balcony. Again, I was not informed that a balcony was not guaranteed. Since the reservation was made incorrectly the first time, I again expressed my concern and was told that the calls are recorded if I had any issue. We arrived on Sat, May 25th for check in and was told by the front desk staff that our room did not have a balcony. We were forced to cancel our reservation since that was the ONE specific request we had and for the high price of the room, we would like what we asked for. Not only did we have to cancel our reservation, but we had to cancel all our plans for the two days (Jazz Festival, Caribbean Festival, etc.). It was EXTREMELY hot and we could not participate in all the events with out having a room to visit intermittently throughout the day. Our entire getaway was completely ruined due to the Omni. We were unable to get a room elsewhere b/c all the hotels were sold out.

Checked in online May 26th more than 2 hrs prior to arrival. Arrived at 5pm and room still had to be inspected. Didn't get our room till after 9pm.
Booked a 2 night hotel stay May 26th through May 28th. Did online check in at 1:30pm. Arrived at hotel at 5:00pm and was told room was not ready due to a special request. Only request was a high floor with good view. We were told the room just needed to be inspected and would send me a text when it was ready. Never got a text so about 9pm I called the front desk who said room was ready and room keys were hanging up. The room keys were not hanging up and had to be replaced. We were assigned to room 1524. Chocolate milk and cookies were left for my 8 yr old son. The chocolate milk was hot and fridge in room was not working. There were no trash sacks in trash cans and some of the pillows for the beds were laying on the floor next to the 2 queen beds. The shower head in the shower was spraying onto the bathroom floor. You could feel the springs to the mattress due to them being worn out. The front desk did give use 2 free drinks at whiskey and rye for the room not being ready. We had traveled almost 6 hours and this was a big inconvenience for my family. We did not get to enjoy any of the hotel amenities due to not being a like to check in until after 9pm.

Ruined weekend getaway with fiance
On 5/17 I made a reservation for a stay-cation with my fiance. Since we live far from downtown and planned to participate in Memorial day events around town, we decided to get a room for our comfort and convenience. I specifically requested an outside balcony since my fiance smokes cigarettes. At no time during the call was I told that a balcony was not guaranteed. On Tues, May 21st, I called to re-confirm our room and that we would have a room with a balcony. The representative told me that the reservation did not have a balcony. Understandably I was very upset. There representative then corrected the reservation and confirmed our room with outside balcony. Again, I was not informed that a balcony was not guaranteed. Since the reservation was made incorrectly the first time, I again expressed my concern and was told that the calls are recorded if I had any issue. We arrived on Sat, May 25th for check in and was told by the front desk staff that our room did not have a balcony. We were forced to cancel our reservation since that was the ONE specific request we had and for the high price of the room, we would like what we asked for. Not only did we have to cancel our reservation, but we had to cancel all our plans for the two days (Jazz Festival, Caribbean Festival, etc.). It was EXTREMELY hot and we could not participate in all the events with out having a room to visit intermittently throughout the day. Our entire getaway was completely ruined due to the Omni. We were unable to get a room elsewhere b/c all the hotels were sold out.

We had a leak in our room which caused the carpet to be soaking wet. We called/visited the front desk 6 time to get it cleaned up and it never was.
We checked into the Omni at ChampionsGate on Saturday, May 25 with family who was in town visiting. Our first day/night was great; however, on the Sunday, May 26, we woke up to soaking wet carpet from the hotel room door to the bathroom and spreading all the way under one of the beds. It was so bad that you would step on the carpet and water would literally come up soaking your feet. We had 2 small children in the room with us which made this a sanitary and safety issue. You couldn't walk to the bathroom without getting soaking wet feet and my 2 year old slipped several times as we walked from the room into the bathroom. My husband went down to the front desk at approximately 10:30 am on May 26 to report the issue and we were told someone would be right up to take care of this. No one came and after about an hour my husband went back down to report it again. Again we were told that someone from Engineering would be right up to fix the leak. Again, no one came. A couple hours later I called the front desk again and received the same response but yet again, no one came
up. Around 4 pm, I went to the front desk and asked to speak to a manager. I was told he was with another guest and would call my room as soon as he was done. He called about an hour and a half later. (I believe his name was Darnell or Darrell, but not sure exactly.) I explained the whole situation again and he apologized stating that he will get engineering up ASAP. A few minutes after getting off the phone with the manager, he called again and said that engineering had fixed the leak earlier and that he would send house keeping up to clean the wet carpet. At this point it was about 6 pm and my children were about to go to bed which I told him and he assured me that someone was on the way at that moment to come clean it. I tried to keep my children awake anticipating they were one there way, but no came until almost 8 pm and by then my children were asleep. I told the house keeping staff that we'd been complaining about this since 10:30 am and it should have been fixed then and now my children were asleep and I wasn't going to have them woken up over something that should have been taken care of much earlier. They apologized and said they would come back first thing in the morning but again no one did. We checked out on Monday, May 27 and left extremely disappointed in the service we received and how this situation was handled. When we checked out, the man at the front desk asked how our stay was and I again explained to him everything we had gone through and that the carpet was soaking wet the majority of our stay. He never looked up from the computer screen as I was talking and then casually said, "I'm so sorry you had that happen." Then he went on to say how much more would be charged to my card. We paid a lot of money for this room and to end of having this type of experience was very frustrating. Not to mention that we had out of town family stay with us at the Omni for the weekend and had told them how great it was going to be and then to not have it be that way was disappointing. We were very frustrated with the whole experience. The customer service was not what it should have been. Though everyone we interacted with about the carpet issue was nice, no one seemed to really care and the whole issue just seemed to get ignored. This is the 3rd time we have stayed at this Omni location over the last couple years and after having this experience, I doubt we will ever go back. It was very frustrating to have had to spend the majority of our trip stressed about our room with 2 small children and have to contact someone so many times to get it fixed and still it never did.

We had a leak in our room which caused the carpet to be soaking wet. We called/visited the front desk 6 time to get it cleaned up and it never was.
We checked into the Omni at ChampionsGate on Saturday, May 25 with family who was in town visiting. Our first day/night was great; however, on the Sunday, May 26, we woke up to soaking wet carpet from the hotel room door to the bathroom and spreading all the way under one of the beds. It was so bad that you would step on the carpet and water would literally come up soaking your feet. We had 2 small children in the room with us which made this a sanitary and safety issue. You couldn't walk to the bathroom without getting soaking wet feet and my 2 year old slipped several times as we walked from the room into the bathroom. My husband went down to the front desk at approximately 10:30 am on May 26 to report the issue and we were told someone would be right up to take care of this. No one came and after about an hour my husband went back down to report it again. Again we were told that someone from Engineering would be right up to fix the leak. Again, no one came. A couple hours later I called the front desk again and received the same response but yet again, no one came
up. Around 4 pm, I went to the front desk and asked to speak to a manager. I was told he was with another guest and would call my room as soon as he was done. He called about an hour and a half later. (I believe his name was Darnell or Darrell, but not sure exactly.) I explained the whole situation again and he apologized stating that he will get engineering up ASAP. A few minutes after getting off the phone with the manager, he called again and said that engineering had fixed the leak earlier and that he would send house keeping up to clean the wet carpet. At this point it was about 6 pm and my children were about to go to bed which I told him and he assured me that someone was on the way at that moment to come clean it. I tried to keep my children awake anticipating they were one there way, but no came until almost 8 pm and by then my children were asleep. I told the house keeping staff that we'd been complaining about this since 10:30 am and it should have been fixed then and now my children were asleep and I wasn't going to have them woken up over something that should have been taken care of much earlier. They apologized and said they would come back first thing in the morning but again no one did. We checked out on Monday, May 27 and left extremely disappointed in the service we received and how this situation was handled. When we checked out, the man at the front desk asked how our stay was and I again explained to him everything we had gone through and that the carpet was soaking wet the majority of our stay. He never looked up from the computer screen as I was talking and then casually said, "I'm so sorry you had that happen." Then he went on to say how much more would be charged to my card. We paid a lot of money for this room and to end of having this type of experience was very frustrating. Not to mention that we had out of town family stay with us at the Omni for the weekend and had told them how great it was going to be and then to not have it be that way was disappointing. We were very frustrated with the whole experience. The customer service was not what it should have been. Though everyone we interacted with about the carpet issue was nice, no one seemed to really care and the whole issue just seemed to get ignored. This is the 3rd time we have stayed at this Omni location over the last couple years and after having this experience, I doubt we will ever go back. It was very frustrating to have had to spend the majority of our trip stressed about our room with 2 small children and have to contact someone so many times to get it fixed and still it never did.

Be prepared to pay a $24.00 Self Park Overnight fee per day, which is only made known to you upon check in. There is no way to dispute it. I do not think you should have to pay to park, unless you choose to use valet. Unless you want to park a mile down the road at the Publix and walk, you are forced to park in their parking lot and pay this ridiculous fee. Definitely dispute with your credit card company, as you will not get anywhere with the hotel's front desk, billing department or headquarters!

Be prepared to pay a $24.00 Self Park Overnight fee per day, which is only made known to you upon check in. There is no way to dispute it. I do not think you should have to pay to park, unless you choose to use valet. Unless you want to park a mile down the road at the Publix and walk, you are forced to park in their parking lot and pay this ridiculous fee. Definitely dispute with your credit card company, as you will not get anywhere with the hotel's front desk, billing department or headquarters!

Cleanliness of the room was subpar.
I checked into my room late that evening on March 2nd. I woke up that morning and discovered trash near the dresser/tv stand. There was also visible trash between the sofa and coffee table. It is no way possible that it was my or my SO's trash. We did not have any of those items. There was also a sludge like substance around the faucet in the bathroom. I did not alert the staff at the time of check out on March 3rd. I did call the corporate office on March 5th. I attached pictures of the trash items. I have not received any correspondence from done since I am making this complaint with you all.

Cleanliness of the room was subpar.
I checked into my room late that evening on March 2nd. I woke up that morning and discovered trash near the dresser/tv stand. There was also visible trash between the sofa and coffee table. It is no way possible that it was my or my SO's trash. We did not have any of those items. There was also a sludge like substance around the faucet in the bathroom. I did not alert the staff at the time of check out on March 3rd. I did call the corporate office on March 5th. I attached pictures of the trash items. I have not received any correspondence from done since I am making this complaint with you all.

Booked a trip through expedia on line and the package included a shuttle from the airport to the hotel.
Booked a trip through expedia on line and the package included a shuttle from the airport to the hotel. We were charged $100 for the shuttle on the itenirary. Once my wife got on the shuttle she was charged an additional $24 by the shuttle company. The shuttle company doesn't take any responsibility. When I contact Omni Hotels they tell to contact Expedia. When I contact Expedia they tell me to contact Omni. So neither of those companies is taking any sort of responsibility.