I recently stayed at the Omni Hotel and, unfortunately, my experience was not as smooth as I had hoped. While the property itself was well-maintained, there were two major areas of disappointment.
First, there was no staff available to assist with luggage upon checkout. Additionally, we were not allowed to use the luggage carts ourselves, which created unnecessary inconvenience.
Second, and more concerning, was the poor treatment my colleague received at the front desk. They had simply requested an hour-long extension for check-out, but the staff member was unnecessarily rude and dismissive. This was particularly embarrassing as the person they mistreated was the soloist for the performance the night before—a guest deserving of respect and courtesy.
While I appreciate the hotel's amenities, these interactions left a negative impression. Customer service is a critical part of any stay, and I hope the Omni Hotel takes this feedback into account to ensure a more welcoming experience for all guests.