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

• 

  The Villas of Amelia Island Plantation

  39 Beach Lagoon Rd Amelia Island, FL 32034

• 

  Omni Hotels (Corporate Office)

  2138 Business 220 Bedford, PA 15522

• 

  Omni Hotels (Corporate Office)

  23 Ocean Ln Hilton Head, SC 29928

• 

  Omni-Championsgate Resort Hotel LP

  1500 Masters Blvd ChampionsGate, FL 33896

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:05/29/2025

  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.

  Upon entering my room, I was dismayed to find the following:Unclean Toilets: The toilet appeared to have been inadequately cleaned, with visible stains and an unpleasant odor.Dirty Bedding: The bed linens were soiled with hair, indicating they had not been changed between guests.Non-Compliant Showers: The shower areas in each three rooms did not adhere to the established COVID-19 hygiene protocols, such as the use of disinfectant sprays or the provision of sanitizing wipes. Despite bringing these issues to the attention of housekeeping, the conditions remained unchanged throughout my stay. This not only failed to meet the basic cleanliness standards expected of a reputable establishment but also raised serious concerns about the hotel's commitment to guest safety and hygiene, especially during the ongoing pandemic. Given the severity of these issues, I kindly request the following:A full refund for the nights of stay for all three rooms.Appropriate compensation for the inconvenience and discomfort caused.

  Business Response

  Date: 06/13/2025

  Thank you for contacting Omni Hotels Guest & **************** 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 allow 48hrs to research and follow up with your complaint.
  
  

  Customer Answer

  Date: 06/13/2025

  Hello. Name on reservation is *************************. The check in date for the stay was 5/23-5/26.Confirmation for all 3 rooms: 40060635313, ***********************. Please information on all three rooms. My contact number is ************* Thank you. 

• Initial Complaint

  Date:05/21/2025

  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.

  I am writing to formally express my deep dissatisfaction with my recent experience at the Omni Hotel in **************. This has been one of the most frustrating and unacceptable experiences I have ever had as a hotel guest.When I arrived at the property, I was told by the front desk staff that I was supposed to have checked in the day before. I immediately showed them my reservation confirmation, which clearly indicated the correct date. Despite this, the staff simply stated that they did not know what happened. No explanation or meaningful assistance was offered.What made the situation even more distressing was being told that there were no rooms available and that I would need to find accommodations at another hotellate at night, in an unfamiliar city. I was shocked and appalled that I was being asked to resolve a problem that was clearly not my fault.Adding to the frustration, my reservationsecured with a depositwas canceled without any prior notice or attempt to contact me. This lack of communication and responsibility is completely unacceptable and reflects very poorly on the hotel's customer service standards.

  Business Response

  Date: 05/23/2025

  Thank you for taking the time to share this information with us; we truly appreciate it, We appreciate you taking the time to provide this valuable feedback regarding your recent visit to the Omni ************** Hotel. 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 48 hours in regard to this experience.
  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 Answer

  Date: 05/23/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/12/2025

  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.

  I booked a hotel through Reservation Desk.The agent offered us the Omni ******* Penn in Downtown **********. She assured us they could accommodate us in our budget. Reservation Desk confirmed with me on a recorded line the price of our stay. I made them aware the party included two adults, a 13 year old child and a small dog. The agent confirmed with me 7 different times that the price she quoted was the entire price that I would not be charged an additional fee for our dog. I confirmed with her that if there was a fee it was out of my budget and I could not stay there. She confirmed again there was no pet fee, that the price she quoted me was inclusive of my dog. I was excited to stay there and accepted the booking. I provided my details and we went to check in. At the check in counter, the hotel staff member asked for my card to put on file for incidentals. I agreed and gave her my card. At check out I went to the front desk and they told me Just drop your keys in the box. So I was never told I was being charged this fee. To my surprise when checking my bank account two days later I was charged $125 by the Omni. I called the hotel, and chose the options for billing and payments. That option made me email, so I sent an email, it bounced back as the email does not exist. I called their corporate line, got an agent from the **************** who had some issues looking up my reservation and I was given the wrong confirmation number and they spelled my name wrong. She talked to the hotel she was able to confirm who I was and found I was charged a pet fee of $125 for my dog. I was upset and that agent told me to get my information from Expedia/reservation desk and show them I wasnt supposed to be charged then they would refund **** did, and not they are giving me the run around. Another folio agent said she never received the proof I wasnt supposed to be charged and if I sent they would refund me. I proved this via email and now Im not getting a response.

  Business Response

  Date: 05/13/2025

  Thank you for giving us the opportunity to address your feedback. 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 48 hours in regard to this experience.  

  Customer Answer

  Date: 05/13/2025

  I am rejecting this response because: I have already spoken to the Hotel ******************* via email. It was the Folio Agent who stated (2 different agents said this) I would be refunded if I could prove the booking agent told me I wouldnt be charged any additional money for my pet. I emailed that proof, and the Foilo agent said we never received proof of no pet pee. I again sent the evidence of the pet fee being charged and where the booking agency said they had the wrong info on file about the hotels pet fee policy. Now none of them are responding to me. I dont know what the manager of this hotel can do to refund me when they arent the one who said they would. It was the Folio Agent. It seems the Omni is continuing to give me the run around. This is ridiculous, $125 is nothing to this company that boasts about their billions in earning, but this money is the difference between grocery shopping and not for me. The Omni is out of touch when it comes to consumers, and its apparent. 

  Business Response

  Date: 05/14/2025

  5/10/25 2:07pm Hello, We are reaching out regarding a charge you were questioning. The $125 fee was for the pet that was in the room. There is a one- time cleaning fee for $125. The pet cleaning fee is located on the ******************************* website and the information should have been disclosed to the guest through the third- party Expedia. Thank you and hope to see you in the future.

• Initial Complaint

  Date:05/02/2025

  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.

  My husband and I dined at the ***************** at the ******************* on April 26th, 2025 to celebrate our wedding dinnera very special and meaningful occasion. Unbeknownst to us at the time, my husbands sister had called the restaurant in advance to pay for our meal as a surprise and to have a congratulatory note delivered to our table.Unfortunately, neither of these requests were fulfilled. We were never given the note, nor was our meal covered. When my husbands sister followed up with the restaurant, she learned that her credit card had been used to pay for another couples meal, and the note intended for us was delivered to the wrong table.Even more concerning was the restaurants response. Instead of acknowledging the mistake and offering a sincere apology or refund, they reportedly responded dismissively with, Well, at least the other couples meal was cheaper. They told her to call back the next day to speak with a manager. She did so, but has now gone three days without any response. Our server was attentive and kind and our food was wonderful, so I was shocked by this lack of concern. Mistakes happen but the goal is to then fix them. Therefore, we are requesting a full refund to my husbands sisters card for the meal she did not intend to pay for.

  Business Response

  Date: 05/05/2025

  Thank you for giving us the opportunity to address your feedback.  The details of your stay and interaction with the team at the hotel have been reviewed. We apologize that you had issues with charging the credit card incorrectly. Please allow 72 hours to follow up with the manager at ****** and resolve this issue expeditiously.

• 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.