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.

close

Find a Location

Omni Hotels (Corporate Office) has 62 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/06/2023

  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.

  1. Priceline was used to book a room for May ***** (1 night).2. Priceline advertised free WiFi 3. Priceline charge Resort fee of ***** 4. Upon check out on May 24th Omni hotels also charged Destination OTA fee of 20 dollars 5. Omni did not disclose this charge and charge was not authorized complaintant 5. Omni hotels states Destination fee is meant to cover expenses such as but not limited to WiFi 6. Omni hotels used the words free and complementary with complainant and other patrons 7. In effort to rectify the issue by the complainant the hotel stopped responding to the email inquiries and would place complainant on extended telephone holds without responding.

  Business Response

  Date: 06/06/2023

  Thank you for the opportunity to address your concern.  We apologize for the confusion regarding the destination fee charge.   Third party bookings typically do not offer complimentary Wi-Fi, but it appears that your rate included a destination fee.  While Wi-fi is one of the benefits covered by the hotel destination fee, it is a flat fee covering other convenience benefits as well.  Regardless of the destination fee being charged by the third party or directly at the hotel, I am sorry it was not clear.  We did contact the hotel and can confirm that the destination fee charged by the hotel was refunded from your bill.  We received a copy of email to you on June 2nd with the refund information.  We hope the refund of the breakfast charge and destination fee resolves the matter for you. 

• Initial Complaint

  Date:06/04/2023

  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.

  I am writing to file a formal complaint regarding the ongoing disturbances caused by the poolside DJ/music at Omni Las Colinas Hotel, located at ******************************************************************. As a concerned resident of the neighboring community, I have witnessed firsthand the significant disruption caused by the excessive noise emanating from the hotel's property.The relentless noise pollution generated by the DJ's music and accompanying sound system has become a persistent nuisance for the surrounding communities. It affects not only the tranquility of our residential areas but also hampers our ability to enjoy our homes peacefully. Despite attempts to mitigate this issue, the problem persists, severely impacting the quality of life for myself and my neighbors.I kindly request that the Better Business Bureau intervene in this matter and bring it to the attention of the management at Omni Hotel. I believe it is crucial that they take immediate action to address the problem and implement measures to mitigate the sound travel onto neighboring properties.Furthermore, I would appreciate it if the BBB could urge the Omni Hotel to suspend their poolside DJ activities until a resolution or solution is reached. It is imperative that they engage in a constructive dialogue with the affected communities to identify appropriate noise reduction measures or alternative entertainment options that would allow both the hotel and the neighboring residents to coexist harmoniously.I trust in the Better Business Bureau's commitment to upholding fair practices and mediating disputes between consumers and businesses. I hope that you will take this complaint seriously and initiate the necessary steps to rectify the situation promptly.Thank you for your attention to this matter. I look forward to receiving your response and the positive actions taken to address this issue.

  Business Response

  Date: 06/14/2023

  Thank you for the opportunity to address your concerns.  We have consulted with the hotel regarding your feedback on noise.  They were able to confirm their direct follow-up to you last week.  We have made changes to our provider and work with them to reduce sound issues.   We will continue to monitor volume setting with our new vendor.    

  Customer Answer

  Date: 06/14/2023

  I am rejecting this response because:  The management has failed to follow up regarding the disturbances since June 4th with multiple request to continue to work together to address the sound travel within our homes.  I kindly request *****, ***, Kaci, or a Omni representative reach out to me and explain what changes have made to mitigate the sound travel because the previous adjustments on June 4-5 did not resolve the issue.  

  Customer Answer

  Date: 06/16/2023

  Yesterday, after receiving the BBB repose from the Omni Hotel they again hosted live music which exceeded ***** decibels and disturbing the neighboring residents for hours. They are very well aware of the local noise codes but continue to disturb the residents on a weekly basis.  I ask that a corporate representative reach out as the local hotel management (*************************, *********************, ***************************) will not take the resident's concerns serious.  

• Initial Complaint

  Date:05/31/2023

  Type:Sales and Advertising 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 Tuesday evening, May 9th I noticed a $532 charge for the Omni ********** Hotel dated April 14th. I contacted the Hotel and deduced that this must be a full price charge for Easter Sunday Brunch that I had canceled reservations for and did not attend. I had been assured by the person whom canceled the reservations for me that there would not be any cancellation charge. The Omni Employee I spoke with late that evening offered that the restaurant must not have got the cancellation in time (the restaurant used 3rd party vendor OpenTable for reservations) and to call back during the day when the restaurant manager was there. At this point I assumed that I had been erroneously charged as though I had showed up and it was a simple misunderstanding caused by confusion around busy Easter Holiday. I called the restaurant first thing in the morning and was told "the 14th? Yes, that's when we processed all the cancellations". I let the Restaurant manager know that I had been told when I booked the reservation that there was no cancellation policy, been reassured when we cancelled it that there was no policy or fee, and when searching for ********** could not find any such policy for the Restaurant. Furthermore, my contract / reservation (which states "this email will be your only record of your upcoming reservation") did not list any cancellation policy amongst the terms of the credit card agreement for using my card to hold the reservation. The manager simply replied that "we have a 72 hour cancellation policy, I can see it right here". He also said that there was nothing he could do regarding the charge but I could try the manager and/or the accounting department. I immediately disputed the charge with my ******************* (investigation ongoing) and left messages with several Omni personnel. I have been given the run around since and nobody has contacted me back, including the person eventually assigned to investigate the matter. No words for how disappointed I am.

  Business Response

  Date: 06/14/2023

  Thank you for the opportunity to address your concern.  We are sorry for the delay in processing the refund for Easter brunch.  We consulted with our hotel and received confirmation that the refund was processed on May 30th.  We hope this resolves the matter for you.  

• Initial Complaint

  Date:05/04/2023

  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.

  My 36-week pregnant wife and I stayed at the ****** Omni Hotel from 4/21-4/23 and the provided photos show the black, white, red, and green mold-covered bathroom shower curtain and shower head that were in our room. We spoke with the day manager on 4/22 who said he would replace the curtain and shower head as well as promised us that he would compensate us by taking off all charges from our account. When we returned from the wedding that night, only the shower curtain had been replaced. My wife is 36 weeks pregnant and could not take a shower under those conditions. Due to this bathroom, we were unable to take a shower during our entire stay and therefore unable to do anything in ****** outside of the car for fear of smelling at the wedding we came for. We spoke with ************** on the night of 4/22 and she said she would take off all charges, give ** a $45 room service credit and get ** a 3 night free stay at any Omni hotel to compensate us. I emailed her this account and she acknowledged that she read it and have since emailed 3 other times between ****************************************************** and *********************************************************** on the dates of April 22, April 23, and May 1. No one has responded to my emails and now I am here with a $500 bill for a hotel stay and $91 in additional charges. No one should have been forced to go through what we did, especially since I spoke with 2 managers, and have written 4 emails with no response. This is despicable and I demand my money back!

  Business Response

  Date: 05/11/2023

  Thank you for the opportunity to address your concerns.  We do apologize for the parking charge and cleanliness issues you experienced.  I have followed up with the hotel and received confirmation of the following actions taken to address your concerns.  The information you provided was used for follow-up with our housekeeping team.  During the stay, the hotel waived parking for one night and provided a $45.00 food and beverage credit.  Additionally, the hotel offered a free night certificate valid for a *********** at any Omni Hotel.  This certificate was mailed on May 4th.  Please contact Guest & *************** via *********************************************************** if you have not received your certificate.

• Initial Complaint

  Date:05/02/2023

  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 for one night at the Omni about a month ago. The water in the bathroom (toilet sink and shower) was DARK BROWN. I told the maintenance worker in the hallway that we needed to change rooms or have the water fixed asap so that we could use the bathroom. He said he would take care of it. Nothing was ever done and we left for our dinner assuming it would be fixed upon our return. When we returned it was late and the water was still dark brown but my kids were tired and didnt want to deal with a room switch at midnight. I contacted the hotel upon my departure and was told I would be contacted within two business days in response to my request for a refund due to the unsanitary conditions. No one ever contacted me and I would like a refund asap as it is a blatant hygiene issue.

  Business Response

  Date: 05/22/2023

  Thank you for giving us the opportunity to address your concerns.  We have consulted with the hotel regarding your case.  The hotel has submitted the information regarding your refund to Expedia.  You should expect the funds back in 7 to 10 business days.  We are sorry your stay did not meet your expectations.  We hope we have the opportunity to host you in the future.

  Customer Answer

  Date: 05/22/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/24/2023

  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.

  I booked a stay with the Omni Homestead Resort for 4/23-4/25 through Capitalol One travel. On 4/20 I had a medical emergency that left me unable to travel. I called the resort first and requested to cancel or reschedule. They told me no, it had to be decided by ************ I called ************ the had me on hold while they called the resort and the resort advised that they would not reschedule or refund my stay. I understand the cancelation deadline was a week prior to my stay but I offered to reschedule. I also don't appreciate the run around given by the resort staff.

  Customer Answer

  Date: 04/24/2023

  The business has contacted me directly and resolve this complaint. Please close.

• Initial Complaint

  Date:04/21/2023

  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 December 27, 2022, my husband, his brother and wife and myself all stayed at Omni Royal Orleans to celebrate my husband's 50th birthday. On December 28th, housekeeping stole a $200 bottle of cologne (bd present) from our room. We immediately reported it to the front desk. We went to dinner. On December 30th we checked out without any contact from management or loss prevention. On January 4th my husband emailed to get a status update. He did get a group response from ***********************, ********************* and *********************** that an investigation was being performed and they would reach out to us. On January 7th I emailed them demanding at least an apology for crying out loud! No response. About a week later I called and spoke with ********************* who informed me the investigation was complete and they knew the housekeeper working that floor on that day. She had several other complaints of theft from her rooms. Unfortunately she had quit without notice. **************** apologized and told me that a goodwill check would be mailed and to please send a picture of the cologne with the price and my address. 3 weeks went by and nothing so I called and **** said he needed to check with accounting and he would call me back. Nothing. 2 weeks went by and I called again and **** said "the check was in the mail". It is now April 18th and I still don't have the check. Now when I call i get the run around. I leave messages but no one calls back. *********************** hung up on me the last time I called! I just want to be made whole for their employees theft of my property which ********************* admitted more than likely happened since the employee had several other complaints and then suddenly quit her job.

  Business Response

  Date: 04/27/2023

  Thank you for giving us the opportunity to address your concern.  ***** consulting with the hotel, they were able to confirm their direct follow-up with you regarding the perfume.   The check was approved and sent express.  We hope that this resolves the matter to your satisfaction.

• Initial Complaint

  Date:04/13/2023

  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.

  I stayed at the Omni in ** on march 16th 2023 and used the valet parking and they returned my car with a noticeable scratch on the rear bumper , I reported it right away and they say that because its a third party Ace Parking they are not doing anything about this , they claim they were not negligent, they pretty much say I am lying that the car already was scratched, ( it has other scratches but not that one , this one was fresh , even the paint came off when I touched it) this is unacceptable, nobody is taking responsibility in this and I need my car fixed . Its only fair. Somebody needs to take responsibility, they cant just scratch cars like that and not do anything about it. Heres the claim number Date of Loss: 03/16/23 01:40 PM Location: Omni Shoreham Dc - **** Claim #: ****** Heres what they wrote: Unfortunately, vandalism by a third party is not covered and based on our investigation into this matter yielded no evidence that ACE Parking was negligent in this matter. In view of these circumstances, we must respectfully deny your claim for damages. Again this is unacceptable

  Business Response

  Date: 04/18/2023

  We are sorry to hear of your recent experience with the parking facility.  Please allow us time to reach out to the hotel to review your claim.  

  Business Response

  Date: 04/21/2023

  We are sorry to hear of the damage to your vehicle during your stay at the Omni ******** Hotel.  While we can confirm Ace Parking is the correct contact for your claim and feedback, we did share your information with the hotel management including your interactions with the valet attendant.  Your feedback, even regarding a third-party vendor, is valued and helps inform our expectations with this company.
  
  We apologize that we are unable to provide more direct assistance, as any updates or changes to your claim status would need to be addressed with Ace parking.  

• Initial Complaint

  Date:04/04/2023

  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.

  2/3/22 - 2/4/22 Billed twice for a one -night stay at the ********************* Hotel The reservation website customer service (Getaroom.com/reservations) referred me to the hotel for the refund. The hotel management in turn referred me back to their online reservation partner and so forth in a never-ending loop of "unable to help you."Below, please find to reservation confirmations processed in error as it was supposed to only be a single night reservation for the 4th, not the 3rd. I kept the reservation for the 4th but was told they could not refund the other one, even though the problem was brought to their attention right away, well before the check in date/times. Multiple phone calls were made to customer services at each company as well as attempte to speak to a representative at the hotel on the 4th.Later, they stated they sold that particular location (**************** Hotel **** ************* ****** , ** *****) therefore could not help me. I am seeking a refund in full for the 2/3/22 billing of $297.14.I was unable to continue to pursue the problem due to my health combined with the unreasonable rigidity of the policies of both Omni Hotels and Getaroom.com. The policies seem to be arranged in a fashion that removes responsibility from either company This leaves customers with no fair recourse and taken advantage of.

  Business Response

  Date: 04/06/2023

  We are truly sorry to hear of the frustration you have faced regarding the payment of your room on February 3, 2022.  Omni Hotels and Resorts has not been affiliated with this property since August 25, 2021.   Any charges or refunds would need to be addressed by the management company over the hotel at the time of your stay.  I hope that they will be able to resolve this matter for you soon.  

• Initial Complaint

  Date:03/18/2023

  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.

  I was disappointed to discover that none of the pools at your resort, either indoors or outdoors, were operational, despite the fact that your resort's main feature advertised is the hot springs integrated into your pools.It has come to my attention that false advertising is strictly prohibited under ******** law and the ************************ (***) Act. Specifically, under the ******** Consumer Protection Act (****), false advertising is defined as any advertising or representation made in connection with the sale, lease, or promotion of goods, services, or real estate that is materially false, misleading, or deceptive. Violations of the **** can result in civil penalties, injunctions, consumer restitution, and attorneys' fees.Similarly, under the *** Act, advertising is considered deceptive if it contains a material misrepresentation or omission that is likely to mislead a reasonable consumer. The *** has the authority to investigate and bring enforcement actions against companies that engage in false advertising, and can seek civil penalties, injunctions, and consumer redress.Your advertising materials, including your website and video ads, prominently feature your pools and hot springs as the main attraction of your resort. Your website mentions "three acres of aquatic fun" and describes the hot springs as "the same natural spring that President ******************************* experienced in ****." As well as your lazy river. this does not give you the right to advertise amenities that are not currently available. I have the right to receive a full refund of my expenses which were over 2k , due to your resort's false advertising. If a satisfactory resolution is not provided, I will have no choice but to take legal action to recover my expenses due to your resort's negligence. I will also file a complaint with the Attorney General and the ***.I urge you to take this matter seriously and provide a prompt and satisfactory resolution to this issue.

  Business Response

  Date: 03/29/2023

  ****************** - We are in receipt of your complaint.  The warm springs pools, the Octagon pool at the resorts spa, and the pool at Allegheny Springs water park were all open and available for use during your intended stay.  The indoor pool was indeed closed for renovations, but this information is clearly disclosed on Omnis website (*****************************************************************************************************************). The water slides and lazy river at the water park were closed for the season due to weather, but this information is also disclosed on Omnis website. We apologize for any inconvenience this may have caused you.

  Customer Answer

  Date: 03/29/2023

  I am rejecting this response because:   

   

  I am declining this response because it contains false information. You previously contacted me with the same details, and I informed you to review the phone call between myself and your hotel representative. She explicitly stated that all pools, including indoor and outdoor, were closed, and only restaurants and golf were available. You are not admitting to your deception, and there are numerous negative reviews of your hotel on ****** accusing you of false advertising and bait-and-switch tactics. I will be filing a complaint with the **** Your actions have cost me $2k in travel expenses to ********, only to find that everything was closed. Please confirm that you did not charge my credit card. Otherwise, this could result in a lawsuit and a bank chargeback since I never checked into your hotel.