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

• 

  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

• 

  Omni La Costa Resort & Spa

  2100 Costa Del Mar Rd Carlsbad, CA 92009

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:02/25/2024

  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 made a reservation to stay at the Omni Hotel in **********, ** for 2/25/24-2/27/24. We checked in on 2/25/24 at 2 pm and everything seemed fine with the assigned hotel room, 1157. My husband and I left around 3:30 pm for dinner and to travel to the store to pick up snacks for our stay at the Omni. Upon our return we discovered the refrigerator wasn't working and the bathroom door lock did not work. My husband tried to call the front desk using the hotel room phone but kept getting a busy signal. He was able to contact the front desk by using his cell and going outside of the room and calling the main Omni phone number. Someone answered and said they would contact maintenance to come and look at the refrigerator. We waited 45 minutes but no one from engineering came to look at the refrigerator. At that point my husband and I were fed up and decided to check out of the hotel on the same day we checked in, 2/25/24. We talked to the front desk to inform them of our plans and they used the weak excuse that maintenance is busy. So it clearly showed they didn't care as our food that needed to be refrigerated was going to spoil. Oh and they also offered us another room but we had already settled into our room (1157). They had the nerve to charge me $131.94 for the room. Since the room was not in proper working order due to the refrigerator not working and the bathroom lock latch not working, I shouldn't have been charged anything. I feel the Omni should return all charges to me. The rooms need to be inspected before being assigned to guests to ensure no one else has to be inconvenienced. I'm hoping they do not charge my card for valet expenses in addition to the $131.94 because those expenses would be tied to the hotel and the room not being acceptable to me.

  Business Response

  Date: 03/27/2024

  Thank you for your patience. The Director of Front office spoke with the guest and her card was refunded $131.94. 

  Please let us know if there is anything else we can do. 

  Business Response

  Date: 03/27/2024

  Thank you for your patience. The Director of Front office spoke with the guest and her card was refunded $131.94. 

  Please let us know if there is anything else we can do.
  

  Customer Answer

  Date: 03/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/11/2024

  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 stayed the night in the ***************, ** Omni property on New Year's Eve of 2023. I have been unable until today to unsubscribe from repeated marketing emails. Their unsubscribe service requires you to provide your first and last names as part of the unsubscribing, rather than just email address. When you fail to provide the 'correct' variation of your name, they pop up a form requesting you to register that version of your name to unsubscribe rather than providing a more direct error message such as "name not found". This requires you to figure out what name they are expecting and delays the opt-out process while you try to figure out what variation of your name they captured in their system. Took me a few tries to figure out that they were not in fact unsubscribing me as I received message after message.Obfuscating removal of the consumber from a product or marketing is a known technique for ensuring consumers don't do the thing that brings you revenue and it's a pretty shoddy practice. I want a commitment from this company to change their email marketing opt out process to allow the consumer to only provide the email address they want to opt out.

  Business Response

  Date: 03/03/2024

  We sincerely apologize for the inconvenience our opt out of email communication process has caused. We have successfully removed you from email communications. We have also forwarded your concerns to our marketing team for review. Thank you for your feedback and for giving us the opportunity to resolve this issue. 

  Customer Answer

  Date: 03/06/2024

  I am rejecting this response because:   My specific request was to fix the issue permanently. Its not acceptable to me that you did not commit to fixing it. Your response also indicates that you had to remove me from the mailing list when I had attempted to do that myself, apparently unsuccessfully. That just proves my case again that you are making this way too hard for the consumer to opt out. 
  

  Please provide a note that indicates you will fix this issue

  Business Response

  Date: 03/07/2024

  This is not normally how the system works, it is currently broken which is why you had to call in. We manually adjusted yours only because it is broken and you requested it. The normal process is for you to be able to control it for yourself. It is currently being worked on to find a permanent repair. 

• Initial Complaint

  Date:01/25/2024

  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.

  We purchased a gift card from the Omni Hotels website on November 4, 2023, gift card number ********. This was a gift for my brother-in-law to stay at the Battery in Atlanta who completed his Leukemia cancer treatments. We found out yesterday that they still have not received the gift card. They contacted the card company who said they would mail it out this week. It has been almost four months. I contacted the gift card company who said they could not take my complaint and the managers were not in the office. They told me to send an email. I also contacted Omni support who gave me a phone number that went to a voicemail. This gift card company has committed theft, and deception and has terrible business practices. I expect the Omni to make it right or return our money. The process to make a complaint and get a resolution has not been easy and the person I spoke with, ****, would not provide his last name. He would not provide a manager for me to speak with and only said they would mail it out this week.

  Business Response

  Date: 01/31/2024

  Thank you for sharing your experience and allowing us the opportunity to correct this issue.  We are truly sorry to hear of the delivery delay as well as the frustration you experienced when trying to resolve the matter.   We have reached out to our vendor to determine the steps taken thus far and received confirmation that a replacement card was shipped on January 24th to the same address on file.   We expect this kind gesture for your brother-in-law to be received soon.   

  Customer Answer

  Date: 01/31/2024

  I am rejecting this response because as of today they still have not received the gift card. The delay is unacceptable. If they do not receive it in the next few days we would like a refund. I would expect a company as high end as the Omni would make this right by doing something special for my brother in laws stay. We will just give him the cash to stay at the Omni Battery Atlanta if the gift card does not arrive in the next few days. 

  Business Response

  Date: 02/07/2024

  We are happy to hear that the replacement gift card was received.  We again apologize for the delay.  Once a reservation is made,please contact Guest & *************** at ********************************************************* We will communicate with the hotel on any special notes for the stay.   Please refer to your case number of 240130-000002.

  Business Response

  Date: 02/15/2024

  They received their replacement gift card and have booked their reservation. Thank you for your patience and for allowing us to fix this. 

• Initial Complaint

  Date:01/03/2024

  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.

  Omni ****** Hotel ****** review summary 4.5 ***** reviews 5?4?3?2?1?Reviews on other travel sites Trip.com 4.4/5 103 reviews ZenHotels.com 10/10 1 review Reviews Search reviews ***************************** 1/5 4 hours ago on ****** We got married Dec.30,2023 and went to the Omni Hotel in ****** for 2 nights for our honeymoon only to have our honeymoon ruined by Omnis valet person. One of the Valet guys stole my husband's credit and debit cards out of his wallet but left the wallet there was no damage to our car so that is how we figured out it was their employee. We spoke to multiple people who really didn't seem to be bothered by there employee stealing people's stuff a comment was made multiple times about how they comped us one night and covered one night of valet parking which ***** the loss prevention guy said was well over compensating us. Excuse me ***** you were lucky you dealt with my husband our room was not 200 a night it was more like 400 a night due to price gouging because of it being a Holiday weekend and yes I know all about how hotels run as I myself am in the Hotel business. You can not compensate enough for your employee ruining our honeymoon all the time we spent calling credit card companies to try to get the cards canceled before anymore money was spent than what had already been spent your company needs empathy and sympathy training. Why you acted and not just you everyone we talked to that day acted as if we were bothering them like we were lying. I thought your Hotel was going to be a beautiful place to go after our wedding the rooms are nice, but this experience has me so upset and disappointed in how you all run a business. You need management and leadership training we were not the inconvenience your people were the inconvenience. Also I would like my 200 dollar deposit to be released please.

  Business Response

  Date: 01/24/2024

  Thank you for the opportunity to address your concerns.  We are sorry to hear of your experience, especially on the weekend of your nuptials.  We have been in contact with our Front Office and Lost Prevention teams.  The hotel did confirm the refund of the valet charge due to your concerns.  Additionally,we understand you had a follow up conversation with the hotel team regarding filing a police report.  We believe your best course of action is to work with law enforcement and your credit card company,especially if you are seeing any fraudulent charges.   We will work with law enforcement regarding any investigation of your case.

• Initial Complaint

  Date:01/01/2024

  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.

  We stayed at this hotel December *****. We ordered room service and the wrong food was brought up, when we called down to let them know we received an attitude from the room service department. Once the right order was brought up within 1 hour of eating it my fianc began throwing up, our whole trip was ruined because she was throwing up non stop to the point we had to sit in the room the whole trip. All day and night she had cold sweats and had to sleep with the trashcan beside the bed. When we returned home we immediately went to urgent care and was told that she had the stomach flu. The room service food was the only thing that she ate. Our trip was completely ruined and we wasted our money to come out there just to receive food poisoning from this hotel. We didnt get to go anywhere, I paid for a bunch of tickets to different events and couldnt make it. It was her birthday weekend and first trip out of state and this how it turned out. I lost money. That wasnt the only nightmare. I paid an additional $60 for late checkout at 6PM. Housekeeping kept knocking on our door all morning every hour asking us why we didnt checkout yet, I kept telling them I paid extra for late checkout, they still kept coming and then they sent someone from front desk up to our room while I was attempting to dress my sick fianc they used a key and walked straight into our room. We were completely startled. They illegally came into our room while we were half naked demanding us to leave. I asked them what was going on and they said I was supposed to checkout. I told them again for the 5th time I paid for 6PM checkout, and they said Sorry I was told it was 3PM. Regardless of me telling housekeeping plenty of times that checkout was 6PM. My fianc was sick and we couldnt even get any rest because of them tapping on our door every hour. The bed was the most uncomfortable bed and due to your unsanitary kitchen environment we were stuck in it the whole time.

  Business Response

  Date: 01/12/2024

  Thank you for the opportunity to address your concerns.  We also received your feedback via email and reached out the hotel.  The hotel confirmed the follow up with you on January 10th.  We understand the hotel will be working with you on your return visit to *********** and we are confident your return trip will be up to your expectations.  

• Initial Complaint

  Date:11/28/2023

  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.

  Horrible experience. Worst complaint of the lot, I return home to find they have double billed me for self parking. 27.06$ deducted once from the deposit and separately billed for the hold refund.Lady at front desk was **** while checking me in this Nov ************************************************* a room next to my brothers room and she just replied saying you have a room on fifth floor as if that addresses the concern (even after my pressing the issue to be more specific). The other front desk person who helped my brother was more specific and asked my brother for our room and eventually got us rooms next door. We go in and there is no prime video (we had a way to do this in several stays along our way but not in this four star hotel. Eventually we used an HDMI cable from laptop but even for enabling HDMI input we needed to call tech support to bypass obvious tech hoops to force customers onto their paid programming. The lady who answers the phone just parrots out what she sees at her end and then transfers to her 'supervisor' which is a recording machine. Scam of a place, less expensive hotels do much better for their customers and actually try to listen and address issues. Entitled management Would NOT stay here again too many other good options. But first want my 27$ back and ideally some other compensation for the mental trauma of ruining my vacation and wasting my time typing these reviews and calling their unhelpful personnel. Picture shows the parking fee first taken off my deposit and then separately billed as well.

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity to address your concerns regarding your recent stay.  We did share your feedback with the management team at the hotel and received a copy of their response to you.  We take great pride in providing both quality accommodations and excellent customer service and therefore apologize that your experience was not positive.  Please be assured that your feedback regarding the service at the front desk as well as the ability to access the ** programing was addressed.  Regarding the parking charged, the hotel was able to confirm the single charge for your self-parking was correct.

  Customer Answer

  Date: 12/09/2023

  The double charge appearance was caused by an additional intermediate hold placed on my credit card that was unnecessary in my view. The hold is now gone

• Initial Complaint

  Date:11/01/2023

  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 the Omni Riverfront Hotel in *********** on October 19th, 2023 through October 22nd, 2023. They offered valet services and highly recommended ** using such because of the theft and uncertainty in the area. We decided to take the recommendation, which turned out to be a big mistake. On the following day of check in we called down for our car and it was my disbelief that it took them over an hour to locate the vehicle. On the second day the lost our vehicle keys entirely for over 5 hours which caused us to use Uber for transportation. The hotel operations manager reassured us that her would cover the cost of the Ubers along with not charing us for the horrible service we were experiencing. We were in *********** due to a family emergency and our trip was cut short. I contacted our car rental company to inform them of our early return and manage the reservation and overall price but they informed we would wouldn't be able to make changes until the vehicle was inspected (because the key was lost and they wanted to assure we hadn't tampered with the key). The following day we were flying out in the morning. At about 3am I called down to valet and informed them we need our car ready. At 3:15 we came down to no car in sight. The manager on duty informed us that they again couldn't locate our vehicle. Over and hour goes by at that point and still no car. We became frantic as our flight departure was quickly approaching. Another couple was outside dealing with the same issue. We ended up having to leave our cars and uber to the airport. Again the manager on duty explained that they would take care of the inconvenience. Come to find out they didn't take care of anything. They have refused to reimburse us for Ubers or any acquired financial strain due to their mistake. The manage I spoke to is names ******

  Business Response

  Date: 11/09/2023

  Thank you for the opportunity to address your concerns regarding your recent stay.  Based on the details you provided, we reached out to the hotel.  We were happy to hear that they have already followed up directly with you on the issues as well as confirming the compensation offered.  While we are sorry for the initial issues, we are pleased the concerns were addressed and resolved.

  Customer Answer

  Date: 11/09/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/10/2023

  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.

  I am attending a Symposium at the Omni Shoreham Hotel in Washing DC, 10-19-23 to *****-23.I did not find out until after making my reservations that the Symposium would not end on ***** until 6pm. I am disabled and may need to go to my hotel room, to lie down during the meeting because of my illness. I called the hotel reservations department to try and get an extended late check out, at ^pm. I was told that for an addition $75.00 I would be able to check-out at 4pm, but if I needed to check out any later than 4 pm, I would have to talk with the front desk manager. I was contacted to the front desk. I was told that the manager was not available and for me to leave a detailed message and the manager would call me back. I never received a call back, so I called again the next day to speak with the front desk manager, again I was told the manager was not available and to leave a message. I left another detailed message and I still have not received a call back from the front desk manager. I need to know if it will be possible for me to check out at 6pm because of my disability. I am willing to pay for the extended check out time, but I have not been able to talk wit a manager or any one else.

  Business Response

  Date: 10/11/2023

  Thank you for the opportunity to response to your concern.  We apologize for the communication difficulties.  We reached out to the hotel and pleased to hear that they were able to speak to you directly.  We understand they were able to confirm the late checkout.  Wishing you safe travels and an enjoyable stay.

• Initial Complaint

  Date:10/06/2023

  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.

  I was attending a wedding at the ************** on September 10, 2023. The outdoor wedding just finished and we were ushered into the dining hall for the reception. I was sitting in my assigned chair and I turned around to take photo. My chair broke into 2-3 pieces and I fell to the ground. I experienced immediate lumbar spine pain that was characterized by throbbing, aching, piercing and radiation down through my right buttock and stopped at right knee level. There was also some weakness and tingling. Security was notified and responded promptly. I filed an incident report. I was hopeful that I could get any and all information from them without having problems. I have been terribly disappointed and frustrated. I have called several times and left several messages for ***********************. I have not received any documentation from him regarding this matter. I wonder have they been instructed not to communicate with me. Regardless, I was hopeful that this matter could be resolved quickly and effortlessly. That seems not to be the case. My attorney will be in contact with your office. Thank you

  Business Response

  Date: 10/12/2023

  Thank you for the opportunity to address your concern.  I have consulted with the hotel regarding the chair incident at our property.  The hotel confirmed a claim has been filed with our third party that handles this type of issue.  Your claim number is 190162899.  You can expect follow up from the adjuster assigned your claim.   

• Initial Complaint

  Date:09/07/2023

  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.

  On June 19, 2023, I made a reservation at the Omni Hotel for September 18, 2023. On September 3, 2023, I went to view the reservation and I noticed the reservation was cancelled. I called the Omni Hotel, and they said my reservation was cancelled because they ran my credit card, and it was declined. The representative then informed me they tried to notify me via email, which is not true. I told the representative the last email that I received from the Omni Hotel was June 19, 2023, confirming my reservation (this is the document I uploaded). I also informed the representative my card on file was compromised and I received a new card in July 2023. There isn't a procedure or way to change your payment information on the Omni Hotel website. Here is my complaint: I've been staying at the Omni Hotel since **** while an employee with ESPN. Never have I had an issue or the lack of customer service if there was an issue. My information was provided to the Omni Hotels guest relations, which the matter was sent back to the Omni Hotel in *********. I received an email from a representative from the Omni Hotel in *********, ** explaining they could not reinstate my reservation (I have this representative's name, but I didn't know if I could put it in the complaint). I explained to the representative that my reservation was made three months in advance from the date I wanted to stay, and they cancelled it without notifying me. I then explained it was opening weekend for the ***************** and I could not find a room for under $399. I requested the representative to honor my reservation and if this could not happen, I wanted a hotel at the Marriot or any other hotel with the same rank or class of the Omni Hotel, *********, ** within 0.5 miles of *********************** on September 18, 2023. I expect this on their dime for their lack of honoring their confirmation and/or customer service. Instead of coming back in an email to apologize, her statement was, "unfortunately we cannot honor any of your request". To which my response was, "I'm disappointed that I expected you to honor my conformation or that I believed that you would at least provide a little compassion or customer support". This is unsatisfactory and I'm very disappointed being I have been what I thought a valued customer of the ********************************************* since ****. If any of my request can't be accommodated, I would like a hotel stay at the Omni on November 19, 2023, free of charge. Two Queens, high floor if possible. Thank you, ***************************

  Business Response

  Date: 09/18/2023

  Thank you for the opportunity to address your feedback.  I was able to review your booking and can confirm that the credit card used to hold the room and cover the required full pre-payment was declined.  The hotel did ********** once and ran the card a second time, but unfortunately the card was declined a second time. Without the valid payment, the reservation was automatically cancelled.  I do apologize for the miscommunication from the agent regarding the cancellation notification.  This was a system cancellation.  When you contacted the hotel, the hotel no longer had availability.  If there had been any availability, the hotel would have offered the best available rate and confirmed your valid credit card for a new booking.  I can certainly understand your disappointment when you booked in advance of your stay. We hope that you were able to find alternate accommodations. 

  Customer Answer

  Date: 09/20/2023

  I have reviewed the business response and accept this resolution.   Thank you for the response, I was disappointed when I wasn't notified my card was declined.  My card was compromised, and I received a new one in between my reservation period.  I was also upset that I was not offered an apology.  I understand the mix up with the system cancelation and I appreciate the apology in your response.  Thank you, have a good day.  -*****