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Business Profile

Hotels

Omni Hotels (Corporate Office)

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Omni Hotels (Corporate Office)'s headquarters and its corporate-owned locations. To view all corporate locations, see

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

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    Customer Complaints Summary

    • 99 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/18/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 Hotel Omni inn Mont-Royal Montreal. Overall the stay was pleasant until my experience with the receptionist at the gym/pool. She was aggressively rude and obnoxious. We wanted patiently while she was helping a white customer. When I asked for help to purchase goggle (determine what was for adults vs kids), she said: it is written on the packaging. I looked at the packaging and did not see it written. I handed her the case and asked her to show me where to find it. The entire time she was very rude and hostile, as if I was bothering her. She was in front of a computer screen and did not want to look up. Then her tone became aggressive and she said: I told you to look on the package. I told her that we did not appreciate her tone. She followed up by yelling at us. I was with my 6 year and 11 year old kids. They became scared and my little one said: Mommy, let's leave it's not safe. We promptly went to the lobby to report the mistreatment. The hotel manager told us that the company responsible for staffing is not the Omni. She referred to them as MAA. She went up to speak to her, returned, and said that the receptionist confirmed what happened...not sure why her confirmation was relevant. They can look at the camera footage to see what she did, how she misbehaved, and how she should either be given training on customer service for ALL customers or be fired.

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/07/29) */
      Thank you for taking the time to share your feedback regarding your recent experience at Omni Mont-Royal. Your comments are important as they help us improve our services and I appreciate the opportunity to respond to them. On behalf of the entire team, please accept my sincere apologies for this negative interaction with the health club receptionist. I understand how this had a negative impact on your satisfaction and impacted your overall perception. As you can imagine, this is not the way we want to do business. The chain of events and your comments were reviewed with the team and steps are been taken to prevent reoccurrence. Thank you for choosing Hotel Omni Mont-Royal.


      Consumer Response /* (3000, 7, 2022/08/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      An offer should be made to provide gratis accommodations so that: 1) My children can have a positive experience to make up for the traumatizing one at the expense of the hotel; 2) Evidence of the impact of what the hotel did to prevent reoccurrence is observed; 3) Demonstrate that the hotel is truly committed to high quality experiences for all patrons at all times. An apology is insufficient when we paid for a traumatizing experience.

    • Initial Complaint

      Date:07/14/2022

      Type:Product Issues
      Status:
      Answered
      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 hotel has not refunded my incidental fees after several months and calls. I am forwarded to a voice mail continuously and never receive a return call to help resolve the issue. They are withholding my money and refusing to help. They also never provided a receipt for my stay.

      Business Response

      Date: 09/07/2022

      Business Response /* (1000, 7, 2022/08/01) */
      We issued a refund on July 2 for $164.09. If you have not seen this on your bank statement, I would contact your financial institution. If you have any further questions or concerns please give our guest relations team a call.

    Omni Hotels (Corporate Office) is NOT a BBB Accredited Business.

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