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:08/28/2023

  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 stayed in Aug at the Omni Mnt Washington Hotel. I fell asleep immediately around bedtime. I woke up and thought I smelled urine but said I must be crazy and went back to sleep. The next morning I smelled it again. I lifted the sheet that covers the mattress cover and it was peed on, literally dried urine right where my pillow was all the way down the bed. I puked, showered, and called guest services and they only sent housekeeping. I headed to the concierge and showed the pictures. He was appalled and said we would get a call for an adjustment. We were never called! Only the sheets were changed. We went again the next day-were offered $100 and it was followed by is that enough then a manager came out what about 2 tickets to the spa I said no, what about breakfast and I said no I want a room comp for a night AT least.She said she would take off an additional 300 and asked us to come back so she could talk to her manager.The next day I was checking out, now she was aggressive, saying we decided thats enough.I said you wont even comp a night, she said no I spoke to housekeeping it was stains. I showed the pictures and said thats yellow and pee, and pee comes out and doesnt stain. She said there was no way they could comp. Then I said whatever lets finish this and as I turned the man next to me said what under his breath and I said check your sheets mine had pee (no others were in line). I go to the computer to check out and she said now you are causing a scene I am calling security to have you removed. I said why and she said you told the customer what I am solving with you. I was baffled-the guy asked me, I wasnt yelling, or posturing. I started having a seizure and she scoffed. The security guard arrived and he was the only one who helped me. To sit and get my meds. She came out and handed my wallet to the guard and said its set. I still have no idea what I paid or didnt because I wasnt there when my card was processed and no receipt.Nightmare!

  Business Response

  Date: 09/14/2023

  Thank you for the opportunity to address your housekeeping concerns. We understand the importance have providing clean and well-appointed rooms for our guests. During our follow-up with the hotel, they were able to confirm that your complaint was addressed by housekeeping right away and an initial offer of compensation was made.  You requested and were granted an additional compensation, which totaled $400.00.  We believe this is a fair offer.  We are sorry you experienced a medical issue during your **************.  Having a seizure during your departure must have been truly stressful.  I am glad to hear our security associate was able to assist you.  

• Initial Complaint

  Date:08/04/2023

  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.

  This is consumer fraud. They told me $444 a week and a one time pet fee. But how does the price keep going up. They told me today her name was ******. She called and said Id need to pay $180 to get in my room. I paid 184 and then I was told they wanted another $110 to get into my room. I told them forget it. I want my stuff. They would t let me get my kitten on my things. Im so upset. This place is a scam!!!!!

  Business Response

  Date: 08/16/2023

  We are sorry to hear of your frustration and would like to address your concerns.  We were unable to find a stay or reservation based on the information submitted. Would you be able to provide details such as the specific Omni Hotel involved, the dates of the reservation, confirmation number, and the name on the reservation?  Any additional feedback on your concern is also welcome.

  Business Response

  Date: 08/22/2023

  We are sorry to hear of your frustration and would like to address your concerns.  We were unable to find a stay or reservation based on the information submitted.  Would you be able to provide details such as the specific Omni Hotel involved, the dates of the reservation, confirmation number, and the name on the reservation?  Any additional feedback on your concern is also welcome.

• Initial Complaint

  Date:07/28/2023

  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 booked a room thru Expedia for one night at the omni in ******* and paid them thru expedia they charged me again thru my debit card and its been 3 weeks that they havnt credit me my money yet. *** contacted the property many times but still no credit in my banking. I paid $262.05 thru expedia and they debited $308.04 thru my debit i need a credit for $308.04

  Business Response

  Date: 08/03/2023

  Thank you for the opportunity to address your concern.  We apologize for the billing issue.  Our contact at the hotel was able to confirm the correction has been made and the updated folio reflecting the refund has been forwarded to you.  We hope this resolves the matter for you.  

• Initial Complaint

  Date:07/17/2023

  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.

  The issue was I wanted to cancel the reservation with the hotel . Also I did not want a loan with the hotel , Now they want me to pay the fee for the affirm account and the fee for the hotel,

  Business Response

  Date: 07/27/2023

  Thank you for the opportunity to address your concern. I understand after making a booking, you requested to cancel the stay.  Based on your details, I believe I located your stay as made via booking.com in May of this year under a non-changeable /non-refundable rate.  Working with the hotel, I was able to confirm they did not show the booking as cancelled nor do we show that you checked in. Non-refundable options often offer discounted rates but unfortunately do not offer flexibility if travel plans change.   

• Initial Complaint

  Date:07/14/2023

  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.

  On 06/07/2023, my wife & I reserved a room at the Omni Hotel in Corpus Christi, TX for three (3) nights starting on 07/02/2023 & checking out 07/05/2023 for a Total Cost including Taxes & Texas Recovery Fee of $762.82 ($254.28 per night) (See Attached). We also paid $320 for $400 of F&B at the Hotel, & requested, if available, a Room upgrade for $40 a night, if available, & had reservations at 2 Hotel Restaurants for 3 nights. 07/02/2023 we arrived at the Hotel before the 4 PM Check-in & a female Front Desk person assisted us & assigned us to a Room 1655 & never told us that an upgraded was available, so we thought no upgrade was available. After a nice dinner at one of the Hotel Restaurants we decided for an early turn in around 10 PM having made a 4 hour drive from Houston, TX. The room seemed a little warm so I turned both (2) A/Cs down to 70 like home. Starting around 10:30 PM, & waking us both up, we could hear very loud cars street racing on the street in front of the Hotel that our windows faced. We also noticed & attempting to sleep the room never cooled down & the Bedroom A/C kept turning on every 10 or 15 minutes & made a loud noise for about 10 minutes trying to cool the room. Between the loud cars street racing until 3 or 4 AM, the noise from the bedroom A/C and the room being very warm, neither my wife & I were able to get any sleep. We both decided we couldn't take another night of this, & went to the Front Desk early morning 07/03/2023 to complain about the street racing & noise and the A/C not working & that we were probably going to check out. This was the same woman we checked-in with. She admitted they were aware of the noise from the street racing & said she would talk to the Manager, who never came out to talk to us, & came back & said we would be charged for one & no penalty. We were charged $662.81, which including a $40 room upgrade and taxes (Attached) as opposed to $254.28 original room night charge. We feel this is Price Gouging.

  Business Response

  Date: 07/17/2023

  Thank you for the opportunity to
  address your concerns.  Please
  accept my sincere apology for the less than enjoyable experience during this
  visit. The hotel has confirmed their direct follow-up with you regarding
  your feedback and your two nights have been refunded.  We look forward to having you as a guest in the
  future. 

  Customer Answer

  Date: 07/17/2023

  I am rejecting this response because:   Part of the problem is and has been caused and created by the Omni Corpus Christi's Front Desk Director Mr. Perez. After our complaint about the extremely loud cars racing from 10 PM to 3 AM during during 1st night of our stay (07/02/2023) and to make matters worse, the bedroom A/C wasn't working and making a loud noise when it came on every 10 or 15 minutes, it was Mr. ***** who acted like he could care less. Mr. ***** attempted to justify charging us $662.81 which included all taxes and fees for one (1) Night since we were checking out. We originally had reserved our room for $254.28 per night and Mr. ***** attempted to lie by stating the $662.81 also included our $320 Food and Beverage (F&B) Credit we had paid for when we made our reservation. That would mean the $320 F&B Credit which is Only subject to a normal State sales tax was being taxed with all the Hotel taxes and fees, which proves Mr. ***** lied. Mr. ***** needs to be a humble man and caring man for the Omni's Customers and he needs to learn how top treat people with care, dignity, respect and as Guests not someone to abuse and lie to and can't trust. After several attempts to find a resolution with Mr. Perez, finally I called the Omni HQ and expressed what I was going through with Mr. ***** and the Corporate Office requested a new person call me, which one did, Mr. ******. Mr. ****** was like night and day and he is and was a very caring person to what we went through with our stay and then with Mr. ***** afterwards. It was Mr. ****** who required Mr. ***** to Refund the price gouged one (1) night stay rate cost of $662.81, but again Mr. ***** Attached a break out of the Refund attempting to make it look like we weren't price gouged as bad by showing a Refund of our F&B $320 + $342.81 for the 1 Night Stay Rate. Again, this is a coverup by Mr. ***** and the continued lie, see Attached Bill we were given when we Checked Out. Clearly the Bill states Room Stay with a price, then all the taxes and fees and then another $40 charge for Room Upgrade and more taxes and nowhere is there any mention of a $320 F&B Credit on the Bill, again proves Mr. ***** is a liar and is not ahumble man and should not be in the position he's in since it is handling Omni Hotel Guests and maintaining a positive relationship built by care, dignity, respect and being a caring humble person and Mr. ***** is none of the above. We tahnk Mr. ****** and the Omni Corp. Office for helping to resolve this problem and Refund our money.

• Initial Complaint

  Date:07/13/2023

  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 wife and I recently had our wedding reception at the Omni ****** *** Resort - the hotel's first wedding on the property. We experienced numerous shortcomings including one critical issue that was both astounding and embarrassing. We paid a premium for an open bar with top shelf liquor (including Don ******* and yet the hotel ran out of ***************** after about 2 hours of service and this was not brought to our attention. My wife's sister noticed the bartender having ***************** bottles on display but pouring Sauza sneakily into drinks. When pointing out the issue, the bartender told her "if she lost her job, she would find where she lived and beat her". The manager eventually brought out a comparable substitute but the reception had already been coming to a close at this point. I have outlined other issues we experienced below as well:1. Our final headcount did not change from the original count listed in the contract and Omni PGA ****** tried to overcharge us with additional headcount in the catering bill 2. Accounting gave us an ultimatum to sign documents and provide payment, less than 24 hours before our guests were arriving at Omni and our vendors needed access. We were told that we would lose access to the facility and package if we did not make payment by 5pm CST 5/18. They missed their own payment schedule, as they previously did in March and the onus should have been on them. We already provided a contract and CC information so this was the last thing we should have had to sort through, in the midst of hosting events and our guests. 3. The guests did provide us with feedback regarding facilities and specific things like the jacuzzi not working by the infinity pool. We were also told that we would get 15 complimentary valet parking spots but the communication regarding how that would be covered was ambiguous and staff at the valet were not aware of this and charging the guests. They were under the impression that we would have received a ticket of some sort. We also had a check-in issues where rooms were not showing up in the system and family had to wait quite some time before having access to their rooms, after having traveled from afar. 4. As mentioned above, the biggest and most critical issues arose at the reception where the bartenders were serving Sauza instead of *****************. There is absolutely no reason why alcohol outside of the contract should have been served, and especially not replaced by something that was 1/5th of the cost of what we paid for - let alone the threat to my wife's sister when she noticed this being served and asked the bartender to correct the mistake. In addition, at some point during the night, our guests mentioned they were no longer serving tequila shots or pouring very little when ordering drinks. What is especially disappointing is that half of our guests do not consume alcohol, and there still wasn't enough ***************** for those who do. There were also insufficient tea cups during cocktail hour. When asked for more, they were sparingly brought out and insufficient for the guests in line, which caused long wait times in line and frustration. We have brought this attention to the Director of Catering and the General Manager at the Omni PGA ******, and they are offering no remediation for these shortcomings. At this point after being thoroughly embarrassed at our reception, we are appalled at the level of service we have received, especially given the trust we put into the Omni PGA being a new venue along with the time and resources we poured into this important life event. Please let me know what can be done to reach an appropriate remediation. The total we paid for 6 types of liquor at the open bar was $40K so we believe we should receive about $6K back since the hotel did not hold up their end of deal for 1 type of liquor. Thank you for your help.

  Business Response

  Date: 07/17/2023

  Thank you for sharing these details and providing us the opportunity to review and respond to you. The details of your event and interaction with the team at the hotel have been reviewed.  We understand our Resort Manager and Director of Catering have personally followed up to confirm the concessions and upgrades offered, the follow up with the departments involved and as a good will gesture offered two complimentary nights at either the Omni PGA ****** Resort or any other Omni.  The hotel did request confirmation from you by July 1st to take advantage of the offer.

  Customer Answer

  Date: 07/17/2023

  I am rejecting this response because: The proposed resolution of 2 complimentary nights is not appropriate nor satisfactory for the issue that occurred as we do not live near the hotel and do not wish to return after the level of service we received. The fact of the matter is that we paid a premium for a particular type of tequila (in the contract) during an open bar for 4 hours, and the hotel was only able to provide this tequila for about 2 hours. We should be compensated for this shortcoming.

• Initial Complaint

  Date:06/30/2023

  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 made reservations for a celebratory 60th Birthday Celebration at Amelia Island Omni. 6/24 -6/27/23.***** and I decided tonight to see if rooms were available to extend our stay. We live outside *********** in ******** **.In going to the website to search for rooms in our category I noticed the room rates were substantially less for the same premium room. I called the Amelia resort tonight on 6/23/23. Spoke to customer service, then supervisor, then manager. They all confirmed the rate was lower by $803.30 for exact room category and exact dates. See attachments.I was told the 21 advanced purchase rate could not be changed or cancelled. Omni charged my credit card in full on 5/28. When booking this rate it was advertised as their lowest rate for the dates I selected. It clearly was not.I am being charged $803.30 in excess of other guests for same room, same dates. No adjustment, no refund, no resort credit......nothing was offered. I was so upset, I just hung up on the manager. I'm sorry I did that, but was getting ready to cry.Why is a guest booking last minute getting the best rates vs a guest booking in advance (and paid in full in advance) under your advertised lowest rate?You are offering a lower rate for the same product I reserved directly with you. I have not checked in. I discovered this discrepancy before checking into your resort. I booked directly with Omni. I did not book through a third party reseller.As you can guess we did not add additional nights to our stay and if we hadn't pre paid I'd have walked away and celebrated my 60th elsewhere. But had we walked away you'd have kept our $2467.57.The rate we should be paying is $1664.27.When in Amelia we have always stayed at the ***********************. Shame on me for reserving the Omni for a new experience. I wanted something different for my 60th. We are owed a refund of $803.30.The Omni brand is a HUGE disappointment. Reservation #***********

  Business Response

  Date: 07/07/2023

  Thank you for the opportunity to address your concerns.  I am sorry to hear of your disappointment regarding the rates available when you wanted to extend your booking.  I reviewed your reservation and see that you booked under the 21-day advance rate.  Typically, this rate offers a higher discount at the time of bookings as the rate is non-flexible or changeable.  Rates do fluctuate based on demand, so it is possible for rates to decrease as you approach your arrival.   While the rates on the already booked nights would not be changeable, we would work with you to book the best available rate for you on any additional nights.  I hope this further explanation is helpful and I truly hope you enjoyed your birthday celebration.

  Customer Answer

  Date: 07/08/2023

  I am rejecting this response because: When offering an advanced prepaid rate in which the customer is paying in advance the full price of the stay, without ability to cancel, it should always be the lowest rate. ALWAYS.

  There is absolutely no reason to ever book a resort in advance and pay in advance ever if you are going to adjust rates to 1/3 less than what I was charged for a prepaid rate. Businesses who take customers cash up front in advance of a service rendered should always get the resorts best and lowest rate. Cash is king....as they say...and as such you held onto our money without rendering any services at the time and yet, we were screwed in the end.  You reward people who don't plan in advance and punish those that do.  Further,  we did not extend our stay because we refused to give you more money.  Had you worked with us on the rate discrepancy at the time I brought it to the attention of the resort Management we would have added days.  In addition, we spent over $2.5k outside your gates on meals, drinks, and activities during our stay to avoid adding insult to injury.  That is money we had originally planned to spend on the Omni property had you not split hairs with me over giving us your lowest rate.  In fact if you look at our final bill we only had additional charges for valet.  Plus I had paid extra for early check-in at noon and our room wasn't ready. We were credited that money so when the valet was charged against the room our net additional payment was $21 at check out.  So we were overcharged, no early check-in as promised, and you lost out on $2.5k extra. Sounds like a poor decision on your part to not honor the lower rate.

  I did have to call maintenance because our room shower drain wouldn't drain. On the plus side it was fixed while we were enjoying a lovely dinner at ******** restaurant Salt.

   My birthday has now come and gone.I made it a point to not let this ruin my birthday however I wont ever stay here again, won't put family at the *********** Omni either. All around bad taste of Omni brand.

   I learned a valuable ****** to book last minute because those are the best rates. At Omni the early bird gets a very expensive worm, and the bird that sleeps in gets 3 worms for the same price as the early bird. And people wonder what has happened with work ethic. Rewarding last minute anything teaches people to always be late.  

  i spent my entire career in **************** You should always practice what you expect. If I worked for you I'd think lateness is ok. Try running a reputable business with workers late for their shift.  If you don't want tardy workers then you shouldn't reward with your best room rates tardy booking customers. You teach...tardiness pays off at the Omni.

  We wll spend our money elsewhere in the future.  Which is a shame since we live so close. 

  Omni is a huge disappointment all around.

  Business Response

  Date: 08/03/2023

  While we do understand your desire to pay a lower rate, a non-changeable rate does lock in the pricing.  A refund of the difference between the rate booked and the later promotion rates would not be offered.  

  Customer Answer

  Date: 08/03/2023

  I am rejecting this response because:   

  When you take cash in full up front advertising lowest rate it should be the lowest rate. It wasn't the lowest rate.  I guess false advertising to sucker people into paying in full in advance even before a service is ever rendered is your preferred method of doing business.  And this is why the world is in the mess it's in.  People looking for ways to scam people vs being honest and honorable.

  I'm not getting anywhere with you. You are not a hotel brand that admits when they are wrong and make it right.  You clearly need the money.  Had you given the lower rate we would have booked 2 additional days and spent our money on property.   So in the end, you would have made all the money back and then several thousand additional in food, beverage,  and activities.  

  I can guarantee you, we will never stay at any Omni property again. No reason too.

  We love Amelia,  but back to ******** where we are valued customers. 

  I'm irritated enough by this experience. I'll vote with my money by spending it elsewhere. 

• Initial Complaint

  Date:06/23/2023

  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.

  We booked a stay from ***************, on March 1st with confirmation number#***********.Upon arrival we were H323031323****5353739Hd in the incorrect room, *** accessible, our refrigerator was broken, and no trash bags available.Later that night on Monday, June 12th, at 11:50pm I called the front desk and spoke to the on duty night manager and asked if we were H323031323****5353739Hd in the wrong room as well. She said we were, she then proceeded to say and I quote ;" You were put where you are at." I then proceeded to ask; "What would happen if we left? The on duty manager said we would refund you and she wouldn't charge me for Monday nights stay. My response to that was; " We just may do that, I am not sure.." And ended the call. Tuesday morning,June 13th, we received a knock at the door, housekeeping, and we're told we had been checked out. We also received a goodbye e mail and re charged for the full stay of *******, plus 550 and some change,as well as another charge of ******** on our Mastercard credit card on file, ending in ****.My husband went to the front desk Tuesday morning to try and fix what had happened by the on duty night manager, we were then re checked in again for days Tuesday-Saturday charged another full weeks stay in the at the amount of *******.We went to the front desk again today to question these charges, note we paid in full with the original confirmation booking number above so we were all paid in full. After lunch we noticed another charge of ******* was charged again to the card.Monday I called your guest relations and spoke to someone to try to catch off of this before if got out of hand and was transferred to the front desk at our current H3****031353735343539H with no avail got any help, we were told yesterday we would receive a call back and never did, so that is why we went to the front desk again for day 3 of our stay. Day 5 of our vacation and this is still going on. We booked/paid in full, in March with debit card ending in ****, and our card on file at the H3****031353735343539H is ****.

  Business Response

  Date: 06/30/2023

  Thank you for the opportunity to address your concerns.  Please accept my sincere apology for the less than enjoyable experience during this visit. We have reviewed your room and billing concerns with our team at the Omni *********** Oceanfront Resort. The hotel has confirmed their direct follow-up with you regarding your charges as well as the addition of two complimentary night certificates.  Finally, we added the stay to your Select Guest membership account. 

• Initial Complaint

  Date:06/20/2023

  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.

  So, the Omni hotel in Providence has removed the free kiosks that formerly allowed light browsing and printing of boarding passes by guests. The business center can now be found in a storage closet of the lobby gift shop, charges $25 / hour for browsing, and $1 per page for printouts. Let me guess: Covid...nope..Supply chain...uh-uh... Employee shortage...don't think so... general degradation of customer service to the level of an undersupplied Soviet shoestore. That's IT! P.s. . Yeah, yeah, yeah: apple wallet and all the tools I normally use: I don't need a printed boarding pass.I need to edit and print a contract. This is literally the first time I left the computer at home during biz trip in at least a decade, figuring that if the need arose I could get by w phone and hotel computer. P.p.s The gift shop with the "business center"/Fritos storage area closed at 3 pm and will not be available until 8 am. The front desk suggested I go to the public library.And also, get out of my yard!

  Business Response

  Date: 06/20/2023

  Thank you for the opportunity to address your concern.  I am sorry to hear of your disappointment.  When someone needs access to a printer or other business center options, having something located in the hotel is certainly convenient.  The decision to keep or close a business center at a particular property is based on usage.  As you noted, many requests for printing have been replaced by Apps.  Based on your needs, the hotel did try to offer the library as a possible solution.

  Customer Answer

  Date: 06/20/2023

  I have reviewed the business response and have no real choice but to accept this resolution. My free-market remedy is to stay elsewhere during my 100 or so nights per year on the road, rather than a place that lauds it's employees for rederring me to a library 5 blocks away. And, of course, ************ and word of mouth. 

• Initial Complaint

  Date:06/13/2023

  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.

  May 12 , for ******. stayed at the Omni ***** ******* location on May the 13th. I checked into another room and I was at the hotel for about 3 hours I'm Hispanic heavily tattooed and I felt I was discriminated on. I was at the pool bar and very respectful. I walked over to the store across the street when I arrived back I was judged I only had a tank top on and I look like I didn't elo g there. The manager accused me of hitting on the bar tender and forbid me from any of the restaurants and and the top deck. I was expecting a date for my wife for mother's day to come over now I was restricted to just my room I demanded a refund they threated to call police so I just left I filed a complaint. They blamed me but I know it was how I looked in a fancy hotel but unfortunately I could afford and I was treated like trash because of my looks.i just didn't wanna be charged 3 hundred and some odd dollars for 3 hours I didn't even use anything in the room .

  Business Response

  Date: 06/20/2023

  We appreciate your patience while investigating the concerns from your stay at the ********** Hotel at ***.  Omni Hotels and Resorts does not condone discrimination or inappropriate behavior toward our guests or associates.  After a full review, we support the decision made by the hotel to refuse further services.