Disappointing Experience at Omni San Francisco

Having stayed at various Omni properties before, I had high expectations for our visit, but unfortunately, this stay did not meet the standard of service we have come to expect from Omni Hotels.

From the moment we checked in, we encountered a series of issues that significantly impacted our stay. Upon arrival, our luggage was misplaced in the wrong room, causing us to wait over two hours to retrieve it. This delay not only inconvenienced us but also set the tone for the rest of our stay.

After receiving our luggage, we realized our jackets were also misplaced, which resulted in us missing more than half of the Giants baseball game we had tickets to. The mishandling of our belongings was incredibly frustrating and put a damper on our plans.

On the day of check-in, I called housekeeping around 4:30 PM to request a change of bedding after my toddler had an accident (we didn’t have his pull-up because our luggage was still lost). Despite assurances that the bedding would be changed, we returned to our room at 10 PM after the game to find the bed still unmade, with no fresh sheets provided. After calling the front desk, we had to wait an additional 30 minutes for bedding to arrive, and when it did, we were simply handed stacks of flat sheets with no comforter. We were expected to make the bed ourselves at 10:30PM, which was another unpleasant surprise.

We also encountered issues with basic amenities. We had some leftover food stored in our room's refrigerator that we were unable to heat up because there was no microwave available. When we inquired about using one, we were told there was no microwave available for guests.

The challenges continued until the very end of our stay. On checkout day, we requested a bellman to assist with our luggage. After waiting over an hour with no one arriving, I called the front desk again to follow up and was told that someone would be sent immediately. Only after this follow-up did someone finally arrive to assist us.

Overall, this stay at the Omni San Francisco was by far the worst experience we have had at an Omni property. Had this been our first time staying at an Omni hotel, it would have been our last. However, we have had positive experiences with Omni in the past, which is why this stay was so surprising and disappointing.

I wanted to bring these issues to the hotel manager’s attention in the hope that future guests will not have to endure the same inconveniences. We sincerely hope that our next stay with Omni will reflect the high standards of service we have come to appreciate.