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:12/11/2022

  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.

  Stayed at this hotel for 1 night for a Christmas party for the company I work for. I went to the party & returned around 2am. Between 8-8:30am Housekeeping barged into my room without knocking & woke me up with do not disturb sign on door. I fell back asleep. Housekeeping barged into my room for a second time without knocking with the do not disturb sign on the door. Before the noon check out time. Upon waking up the second time my phone was dead. I plugged it in & took a shower. Getting out my phone would not charge. I changed the outlet. Still would not charge. I called down to the front desk & was offered no help. I called "front desk" & the rude employee said she didn't know because she was in the back. The engineer hit the breaker & my phone charged. I called my phone one time from the hotel phone to see what would happen & it didn't ring. I was finally able to use my cell to call my friend to give the room number and tell him to come get me. The hotel continually harassed me that check out was at noon. I said would pay for late check out. And still then knocked on my door continuously & harassed me till I left. Even though I paid to stay till 2pm & left at 2pm. They kept knocking on my door & kept calling my hotel phone. I got the bill after I left and was charged for 14 long distance phone calls I never made. I called the next day & was told as a courtesy they would remove 4. I told them I only used the hotel phone 1 time because the outlets didn't work & I wanted to see if my phone would ring. But I did not make any other calls other than to them. I reminded them that I am a millennial and don't know any phone numbers & with a dead phone wouldn't have access to phone numbers to call with no internet. The manager said I called him names. I asked what I called him & he refuse to answer as I didn't call him anything. He hung up the phone on me. I went on my ******** & their multiple employees from their company looked me up & are probably trying to get me fired

  Business Response

  Date: 03/14/2023

  Business Response /* (1000, 5, 2022/12/14) */
  Thank you for giving us the opportunity to address your feedback. The details of your stay and interaction with the team at the hotel have been reviewed. We apologize that you had issues with charging your phone and were awoken between seven and eight am. The hotel confirmed the issue with the outlets was addressed. We are sorry to hear of your dissatisfaction, despite our attempts to address your concerns and confirm your late check. A refund of $147.50 was applied to your bill waiving the long-distance charge and late checkout fee.

• Initial Complaint

  Date:11/22/2022

  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.

  We booked this resort for 10 days. Only two of us travelled- my son and I. My husband couldn't travel due to his work. This was a celebration for our son's graduation and my birthday. We booked from January 19th till January 29th, 2022.
  We arrived late on January 19th, 2022. When we arrived the room that was giving to us was very cold. It was 59 F. We tried to adjust the temperature, but it didn't work. We immediately called the lobby and three different people came at different times and tried to adjust temperature, but nothing worked.
  We asked to be moved to different room, but were told that none were available. This is while about 1/3 of the hotel was unoccupied.
  We asked for blankets, but none were delivered. After 11pm we just gave up and tried to sleep in a cold room.
  In the morning we started contacting lobby again and asked for manager to find out when we'll be moved to a different room. That also took awhile. When we finally got moved we tried to get some sleep, but this wasn't possible due to some drunk people who were yelling in hallway as well as adjacent room. We complained to the front desk again, but it seemed that no one cared.
  After two unpleasant nights, we decided to move to another resort.
  We had two unpleasant nights in Omni. We contacted the staff immediately and asked for the manager too. We did not stay 8 days/nights in this place.
  We are still waiting for the refund.

  Business Response

  Date: 03/10/2023

  Business Response /* (1000, 7, 2022/12/08) */
  Thank you so much for your feedback. Reviewing the case, we see a partial refund was provided based on the fees that the hotel collected directly for the nights not utilized. While this hotel is no longer an Omni Hotel, the case note indicates the hotel tried to address the issues during the stay and again in April. Any further compensation would be through ****** as you reserved and paid for the accommodations through this party.

• Initial Complaint

  Date:11/13/2022

  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 want to start off by saying that there were a couple of large groups at the hotel so their was a large capacity of rooms in use. I was part of one of the large groups but did not have the ability to take advantage of the lower group rate. I upgraded to a premier King suite paying nearly $500 for one night. I was slated for noon checkout. Our event lasted until 11:30pm. I was awakened at 9am to banging at my door. It was housekeeping. I called down to guest services to which I got a Mr. Leveal. It took him 5 rings to answer, so even he wasn't ready for guests at 9 am calling, yet housekeeping was knocking at my door. He told me that house keeping was unaware I was checking out. I asked then why did they wake me and my husband up if they didn't know I was checking out. I also went on to state, " why would they knock on anyones door at 9 am" if checkout is 11or 12. He said sometimes we knock at 9 am what do you want from us now? I told he it will not be stopping with him because his response and the incident was unacceptable. He told me," ok, we will see you at check out". My husband travels quite a bit so it is rare that we plan to sleep in a bit, this was quite disappointing. I have been a member since 2008. This was not my first stay but I will say there were a couple other missteps. When I checked into my room it had a smell off cigarette smoke. I did not report it, just sprayed with air freshener that I carried with me. I did not feel like the whole search for a room thing. The Dallas Omni has lost it's step somewhere as they were known for customer service and attention to detail. You cannot charge the prices you do and give flippant answers. A room that smells like cigar or cigarette smoke should be deep cleaned. I have always loved the Omni, not sure I will stay again. There are too many other great offerings Downtown Dallas.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 7, 2022/11/30) */
  The hotel management team reaching out to the guest via email on Nov 15th and are not getting a response so they can resolve the issue. Please let us know if you have a different way to contact you so that they may resolve this as quickly as possible. Thank you.

• Initial Complaint

  Date:11/13/2022

  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.

  I booked my vacation at the Omni Bedford Springs Resort over the phone. Before calling the Omni Central Reservations department, I saw that Omni was advertising a "Resort Activities Credit" on their website that could be purchased upon booking a reservation. Each Resort Activities Credit cost $85 for $100 of credit towards resort activities. Specific resort activities that the credit could be used for were not advertised on the website. I only recall one line of text stating to refer to another webpage for more information. I inquired about the credit with the reservations specialist that I spoke with on the phone. She checked on her end and was not able to find any additional specifics than what was listed on the website. Knowing we were going to dine at the resort's restaurants and enjoy a couples massage at the spa, I requested to purchase (8) of these credits for a total of $800 of resort credit. I asked the reservations specialist to assure me that these credits would be honored for resort restaurant and spa purchases. I specifically recall her saying, "It doesn't say anywhere that those activities are excluded, so I don't know why more people don't take advantage of these credits." So, I proceeded to book them. Upon checking out on the last day of our stay, I received my invoice and noticed that none of the $800 in credit had been applied to the bill. We spent over $800 between just the spa and dinners during our stay, so the full $800 should have been credited. When I asked the front desk representative to help resolve this discrepancy, she advised that the credits only apply to one of the resort's restaurants (Tillie's), which was closed during the entirety of our stay. I followed up with the both the resort and Omni Customer Service multiple times seeking the $800 credit, and I have only been refunded a total of $362.82. My dates of stay were 10/18/22-10/20/22.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 7, 2022/11/30) */
  There have already been 2 refunds posted for $200, and $162.82. The remaining due back to the guest of $437.18 was processed on November 17th. Please let us know if there is anything else we can assist you with. Thank you.

• Initial Complaint

  Date:10/24/2022

  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.

  I reserved a room as part of a group with a discounted conference rate. The room that I reserved was wheelchair-accessible.
  Our organization staff informed some members who attended that the hotel had informed her that a $100 preauthorized charge would be run through and refunded when they were billed at checkout. Of those I spoke with who had that happen, none had wheelchair-accessible rooms.
  I did witness that one attendees who has an intellectual disability was charged an additional $30/night for being given a room overlooking the pool because she had agreed to "premium" which was confusing because the hotel uses 2 designations and different speeds of access for "free" and premium wi-fi access.
  After I arrived, the hotel immediately charged me not only for my entire conference stay but for an additional $500.
  When I protested this, the staff said they were charging me the $500 as "deposit". The staff acknowledged that the hotel had not informed me of such charge in advance but refused to remove it.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/10/27) */
  Thank you for your feedback. The holds were incidental charges, and they are not fully processed unless you charge something to your room. There is no refund, it just drops off.

• Initial Complaint

  Date:10/11/2022

  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.

  we cancelled our reservations with the omni hotel
  in boston and we cancelled before any penalties. we have an email
  from
  the omni seaport hotel
  in boston showing we cancelled before we had to pay and yet you still charged my card after the cancel. we have called and nobody calls back. you charged when it was already cancelled

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Unfortunately, we were unable to locate a reservation for you at any of our Omni Hotels.
  Please provide a confirmation #, name on the reservation, date of stay and we will be happy to look into this for you.
  
  
  Consumer Response /* (3000, 7, 2022/10/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  they charged us. the cancellation is included and you still
  charged
  
  
  Business Response /* (4000, 10, 2022/10/17) */
  We sincerely apologize for this error; we have processed a refund on October 17 and sent you a folio of this for your records. Please allow 5-7 business days for your bank to process.
  
  
  Consumer Response /* (2000, 12, 2022/10/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  it is horrible that they charge after reservations are cancelled and make it so difficult to fix the issue. i am glad it's resolved however the establishment lacks customer curtesy and my son was great horrible in boston for his stay

• Initial Complaint

  Date:09/16/2022

  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.

  On 08/01/2022 we visited for 5 nights. Our checkout was delayed due to not having enough bell men on the clock so we waited approximately 2 hours to obtain a bell man. At the time of check out, they specifically said there would be no fee since it took the bell man such a long time to come. They sent us a copy of our receipt via email and even on the receipt it does not state a late check out fee.
  
  Received my credit card bill and was charged $168.00 for late check out. I called and tried to obtain a refund, but was unsuccessful.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/09/29) */
  We have refunded Mr. ******* $168.00 for his late check out.

• Initial Complaint

  Date:08/25/2022

  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 in room **** at your Omni Hotel 07/22/2022 to 07/28/2022in ********* North ********* In my closet, I noticed a device which appeared to be a camera. After taking a picture and showing it to the staff, It was identified by the Omni staff as a Wi-Fi booster. With my 30 years in IT and networks, I have never seen a booster with that configuration.
  
  M. Mosoti (manager) wrote:
  Thank you for reaching out to me!
  I can assure you that we do not have any security cameras with in our guest rooms. It is understandable the feelings experienced should a guest find a camera in their room, but please know the item in your pictures is not a camera. From consulting with our Director of Engineering, they were able to confirm the item in the closet is related to our WIFI system on property.
  
  I asked the Omni staff to please send me the brand name and model number so I can confirm it is a Wi-Fi booster. After a week or more, I was sent an image of a "Monoprice, Surface Mount Box: keystone 1 port, white. This type of device is only used to house other electrical components. The Omni staff and I concluded that it wasn't a Wi-Fi booster, but the staff still have not told me what that device is nor why it needed to be in my closet.
  
  ** ***** wrote:
  Good Morning Mr.****** I would like to personally apologize about any miscommunication provided regarding the type of device or the actual function of that device. We hope that by providing this information it can answer any concerns had about the device being a camera. Please let us know if we can be of further assistance.
  
  I feel my privacy was invaded and that I was intentionally deceived. I would never stay in a hotel room knowingly there was a camera in my room and deceiving staff employees. I did not get the privacy nor satisfaction which I believed I was paying for and therefore I would like a 100% refund.
  I have the emails that were sent to and received by the Omni Staffs

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 7, 2022/09/13) */
  This device was not a camera and was explained by several people at the hotel that it was a Wifi device. The Guest has been sent model number of the device per their request.
  
  
  Consumer Response /* (3000, 9, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Omni Cooperate reply is false, and Omni is still avoiding the truth of the device identity.
  I was only told by the Omni staff that this device was a Wi-Fi booster. I asked the Omni staff to send me the brand name and model number for the device, so I could confirm. After a week or more, I was sent an image of a "Monoprice, Surface Mount Box: keystone 1 port, white. This type of device is used to contain other electrical components like ethernet and/or cameras.
  With the device in my Omni hotel room being identified as a surface mount box "https://www.grainger.com/product/MONOPRICE-Surface-Mount-Box-Keystone-14W969 and understanding the use of a surface mount box, the Omni staff and I agreed that it was not a Wi-Fi booster. A staff member also sent me an email apologizing for their miscommunication.
  So as of today, Omni has never explained nor identified what this surface mount box was used for and why it needed to be in my closet.
  I still feel my privacy was invaded, that I was intentionally deceived and the real answer is being concealed. I would never pay for a hotel room knowingly there may be a camera in my room and deceiving staff employees. I did not get the privacy nor satisfaction which I believed I was paying for and therefore I would like a 100% refund.
  On top of your surface mount box is a label AP-049. When I Googled "AP-049 small camera spying device", I found several cameras which can fix inside of this surface mount box. "AP mode allows smartphone to access camera's Wi-Fi directly and can achieve remote video monitoring although there is no router/internet connection.

• Initial Complaint

  Date:07/22/2022

  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 made a reservation for 8/26/2022 checking out 8/27/2022, reservation number is XXXXXXXXXXXX. I've called the Grove Park Inn talking with multiple people including Stewart trying to cancel my reservation which is free before August 22, 2022. They said they could not cancel my reservation and that I had to call XXX-XXX-XXXX which is a third party the Grove Park Inn uses to book rooms. Actually one person at the Grove Park Inn gave me the wrong number, they said to call XXX-XXX-XXXX. They don't even have the right number? They don't even have the right name of the company to call in Florida which has an F rating with the BBB. The Omni GPI is giving me the run around. Terrible customer service. Blaming it on a 3rd party. They should probably see what the courts have decided with Amazon being held responsible for their 3rd party vendors.

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Good afternoon. Mr. ********* booked this reservation online. He did book through a third party website called Hotelbeds. Per our contract with the third parties we are not able to cancel their reservations. He will need to contact Hotelbeds at XXX-XXX-XXXX.
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your third party is not responding. I ask that you call Hotel Beds and ask that they cancel my reservation or you will not conduct business with them in the future.

• Initial Complaint

  Date:07/21/2022

  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 family booked a room for 4 at the Omni Hotel in Louisville, KY from 7/14-7/17. On Saturday 7/16 my family descended to the rooftop pool for some outside fun and was away from our room from 8pm till 9:50pm. My cousin had put her jewelry inside the room safe deposit box and it wasn't until the next morning Sunday 7/17 the day of checkout that my cousin went to remove her jewelry. It was gone. Someone had access to our room and knew when no one was there to go and Steal from the safe deposit box- whom also knew how to open the box without a code. This was an Inside job and the Omni hotel security was called upon as the local police where a report was filed and all the Omni security did was say they will check into the matter. Well they did on the 7/19 the Omni security stated there was no compromise to our room . Nothing more nothing less. My family did not spend 1,600 for a room for 4 days to be robbed and have our safety at risk with employees who probably have done this heinous act before.
  They refused to do anything for us and the fact is sentimental items are gone forever to which we thought were safe and sound on the grounds of a reputed company but have found out indifferently.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/22) */
  This guest already filed this case under *********** Case ID XXXXXXXX.