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)

  8212 Barton Club Dr Austin, TX 78735

• 

  Omni Hotels (Corporate Office)

  4949 D Lincoln Dr Scottsdale, AZ 85253

• 

  Omni Hotels (Corporate Office)

  700 San Jacinto at 8th St Austin, TX 78701

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:07/26/2024

  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.

  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

  Date: 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

  Date: 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

  Date:07/26/2024

  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 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

  Date: 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 Answer

  Date: 08/02/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/25/2024

  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.

  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

  Date: 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

  Date: 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

  Date:07/22/2024

  Type:Product 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 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

  Date: 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 Answer

  Date: 07/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/21/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am a graduate student who was attending the Natural Hazards Meeting at the Omni Hotel this past week. I had booked three nights at the Omni from 7/15-7/18. I arrived around 1pm and was told my room would be ready by 4pm and that I would receive a text when it was ready to check in. However, I was never contacted, so went to the desk at 4:30pm. I had a presentation at 5:30pm that same day and was planning to take my suitcase to my room and freshen up before the presentation. However, I was informed that there was an issue with my reservation/room and would need to wait to talk to a manager. When the manager came out, he said there was an engineering problem in some rooms and that they could no longer honor my hotel reservation, and that they had booked me at the Comfort Suites hotel in **********, two miles away. They said they would be covering the cost of the stay and would provide transportation. This was an issue for me because I had no car and was also planning to eat at the Omni or nearby restaurants. I was not asked to provide permission to be moved to the Comfort Suites - and at the Comfort Suites, I was charged $557.43 because they said Omni had not paid them for the room. Omni says that CS did not send them the invoice. I went back and forth many times between them, wasting my time and causing me stress when I had work to do at the conference. I have had no resolution only to call my credit card company to challenge the bill, but I fear CS will try to overturn my complaint because I had the room and they are expecting payment from the Omni. I am very displeased with how the Omni handled this situation, placing the burden on me as the customer and not resolving the issue on my behalf with the Comfort Suites. Instead of covering my bill, which I showed to the Omni, they assured me it would be dealt with by CS, but has not happened yet. I have wasted hours dealing with this issue and honestly should be compensated for opportunity costs and time.

  Business Response

  Date: 08/07/2024

   I was just speaking with **** at your *********** & Suites location at *******/Interlocken, and she gave me your email to reach out in regard to a few guests that we walked over. I'm reaching out to continue communication and make sure we get you paid, and that the guests we walked don't get billed twice. Our Front Office Manager ***** spoke with ******* this morning, and based on what **** said , she should have gotten all of the folios together and ready to send. If there is anything further you need from us, please let me know and we will get it sent over right away. Kind regards,

  Customer Answer

  Date: 08/16/2024

  I am rejecting this response because:   Hello, I have still not been refunded as of 8/16/2024 by Comfort Suites for the $557.43 bill. I do not know if this is due to negligence from Comfort Suites, but I spoke with ******** from Comfort Suites (maybe a higher up financial person) and he was telling me he was waiting on your end. I don't know what is going on, but it has been a month and I would like resolution on this please.

  Sincerely,

  Nikhil Kothegal 

  ************

  Business Response

  Date: 08/26/2024

  Thank you for giving us the opportunity to address your feedback.  We have consulted with our hotel and received confirmation of their response full refund has been processed for the guest, request no further action. Thank you for your patience in this matter.

  Customer Answer

  Date: 09/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/16/2024

  Type:Billing 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.

  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

  Date: 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 Answer

  Date: 07/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/13/2024

  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 am extremely disappointed in teh Omni Hotel. I stayed at the Omni Hotel at the Seaport from Sunday, July 7 - Thursday, July 11 for a conference. My school district paid for my room - $1,635.27. I upgraded my room to a 2-bed room at a fee of $20.00 per night. I also ordered room service for a total of $20.51 on my debit card for a total of $113.67. Upon checking out, I was asked if I would like a printed receipt or an emailed receipt to which I answered a printed receipt. THANK GOD I did. The hotel billed me $1,048.16. I was in shock when I saw this and immediately went back to the desk to inquire why. The woman I dealt with had no answers so she asked the hotel manager to look at the bogus charges which she stated were incorrect the total owed by ne was indeed $113.67 and she claimed a refund would be issued and reprinted me the receipt. To my surprise, I was indeed billed the $1,048.16 yesterday, Friday, July 12th leaving me a whole $184.34 as I am a school secretary making under $50,000 per year so I unfortunately have to live paycheck to paycheck. I immediately called the hotel AGAIN and asked to speak with the hotel manager. She apologized and told me she would contact the credit company to TRY to expedite the refund as I am now forced to take a loan from my parents to cover any expenditures that may arise while I wait for the theft of my money to be returned. This is extremely frustrating and has caused me much anxiety as I believe this is indeed theft. This hotel stole my money with one click of the keyboard but cannot immediately refund me the fraudulent charges making me have to embarrass myself and take a loan from family. I felt privileged to stay at such an amazing hotel as I could never afford to stay there. This is truly unacceptable.

  Business Response

  Date: 07/15/2024

  Thank you so much for your feedback.  Reviewing the case. Our records show a refund for the amount of $934.49 issued on 07/11/2024. Please allow 5-7 business days for you to see the credit on your billing statement. We have sent you separate email that includes the invoice with the adjustments made. If you need any further assistance, please feel free to contact us.
  Thank you for choosing Omni Hotels and Resorts.

  Customer Answer

  Date: 07/15/2024

  I am rejecting this response because:   They should not be allowed to hold my money for 5-10 business days.  Yes the refund was initiated on July11th but the theft of my money occurred on July 12th.  I am far from being a rich person and stealing over $900.00 from me is unacceptable.  It took one click of a key to take my money and 5 days later I am struggling to keep enough money in my account to pay for gas to and from work.  This is a multimillion organization and I am just a wife and mother trying to make it on $50,000.00 a year.  I don't have the luxury of waiting.  I was informed Friday night that the manager of the hotel was going to expedite the refund.

• Initial Complaint

  Date:07/03/2024

  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.

  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

  Date: 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

  Date:07/03/2024

  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.

  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

  Date: 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

  Date: 07/09/2024

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

  Customer Answer

  Date: 07/09/2024

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

• Initial Complaint

  Date:06/21/2024

  Type:Billing 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.

  Hello. I stayed at the Omni resort hotel recently but have been credited 0 points on your select guest loyalty program. I would kindly ask that the points be credited to my account which reflect my recent stay at your hotel. I have enjoyed visiting your hotels in the past and I would like to continue going to Omni hotels in the future. Thank you

  Business Response

  Date: 06/25/2024

  Thank you for the opportunity to address your feedback, After, carefully reviewing the information on the reservation for guest May 05 through 07 2024, was for the Villas of Amelia Island. Not the Omni Amelia Isand resort. This property is not owned by Omni Hotels and Resorts and doesn't participate in our select guest program rewards program, In the near future please visit us at ************************************************ website or call directly to reservations ************ for making reservation at any one of properties. Glad you in enjoyed your stay at the Villas of Amelia Island. Thank You!

  Business Response

  Date: 06/25/2024

  QUALIFYING STAYS
  A Qualifying Stay is a stay of one or more consecutive nights spent at the same hotel by the Member (whether or not a Member checks out and checks back in again), during which a Qualifying Member pays a Qualifying Rate during the stay. If a Select Guest Member is not named on the reservation prior to departing the hotel, the stay is not a Qualifying Stay. Villas of Amelia Island, ********* at ******************, and Townhomes at ****************** do not participate in Select Guest, therefore stays at these brands are not considered a Qualifying Stay. Stays not eligible to receive Select Guest benefits include, without limitation, any stays booked through an online travel website (e.g. Hotwire, Priceline, Expedia, ***********, **************************, Travelocity, and Orbitz), traditional wholesale distributor, or airline.

  Customer Answer

  Date: 06/30/2024

  
  Thank you for the kind words. I just wanted to let you know that the property that we stayed was found on ******************************************** website and was booked using the phone number you provided.We did not use expedia or Travelocity but booked directly with Omni. The property is listed on the Omni hotel website along with pictures.
   We also check in and out  at the Omni hotel lobby. I dont think any reasonable person would conclude that this property was somehow unrelated 3rd party.  I dont see anything on the page indicating they are a unrelated 3rd party. This is rather deceptive and misleading to say this has absolutely nothing to do with Omni hotels.
  Are there any sort of concessions that can be provided?
  
  Thanks 

  Business Response

  Date: 07/01/2024

  Thank you so much for your feedback.  Reviewing the case see below the website are to differ sites one assigned ************************************************ and the other is for the Villas of Amelia Island, Omni does not own the properties they are privately owned. For Villas of Amelia Island doesn't participate in our select program. 

  *****************************************************************************************************************************
  

  **************************************************************************

  You may also locate the information via www. ******************************************** website Terms of Condition for Loyalty Program

  DEFINED TERMS
  QUALIFYING STAYS
  A Qualifying Stay is a stay of one or more consecutive nights spent at the same hotel by the Member (whether or not a Member checks out and checks back in again), during which a Qualifying Member pays a Qualifying Rate during the stay. If a Select Guest Member is not named on the reservation prior to departing the hotel, the stay is not a Qualifying Stay. Villas of Amelia Island, ********* at ******************, and Townhomes at ****************** do not participate in Select Guest, therefore stays at these brands are not considered a Qualifying Stay. Stays not eligible to receive Select Guest benefits include, without limitation, any stays booked through an online travel website (e.g. Hotwire, Priceline, Expedia, ***********, **************************, Travelocity, and Orbitz), traditional wholesale distributor, or airline.

  Customer Answer

  Date: 07/10/2024

  I am rejecting this response because:   The website had no indication that it was no owned by OMNI. Please see the attachments. I checked in at the Omni hotel lobby and paid the bill there too.

  The website for the Villas was " ************************************************************************************************************************************" a subsection of ********************************************  Why does this not have a separate website which is separate from Omni or have a disclaimer that the Villas are not associated with Omni?  . Why was the reservation number the same as Omni. Why did the Omni *** never say this was not an Omni property. Why is a Omni ***resentative able to book a room for a non-Omni property? Please see the attachments

   

  Thanks. 

  Business Response

  Date: 09/03/2024

  This information can be located on ************************************************ website>LOYALTY>Terms of Condition. Please see click link provided below:

  *************************************************************************************

  Qualifying stays
  A Qualifying Stay is a stay of one or more consecutive nights spent at the same hotel by the Member (whether or not a Member checks out and checks back in again), during which a Qualifying Member pays a Qualifying Rate during the stay. If a Select Guest Member is not named on the reservation prior to departing the hotel, the stay is not a Qualifying Stay. Villas of Amelia Island, ********* at ******************, and Townhomes at ****************** do not participate in Select Guest, therefore stays at these brands are not considered a Qualifying Stay. Stays not eligible to receive Select Guest benefits include, without limitation, any stays booked through an online travel website (e.g. Hotwire, Priceline, Expedia, ***********, **************************, Travelocity, and Orbitz), traditional wholesale distributor, or airline.