Omni Charlotte Hotel — Hotel in Charlotte

PARENTS BEWARE AND AVOID AT ALL COSTS!!

IF YOU HAVE A CHILD UNDER 3 AND REQUIRE A CRIB, DO NOT STAY HERE.

THE STAFF, THE MANAGER (Derek Squibb), THE INFLEXIBILITY - ALL HORRIBLE.

As a father to a 15 month old this was without a doubt the WORST hotel experience I have ever had.

Here is what went down...

We were staying here for a wedding weekend, where the entire wedding party is staying at the Marriott. The only reason we opted to stay at the Omni is because they state they have have cribs multiple times on their website, NOT pack n' plays. We do not stay at hotels that have pack n' plays because our baby will not sleep through the night or any of her naps when in a pack n' play instead of a crib. I am sure other parents understand this.

Because we have had issues with previous hotels who falsely advertise they have cribs, we confirmed with your hotel before booking that you did in fact have cribs, not pack n' plays. Once we booked at your hotel, we called not 1, but 4 additional times, including 48 hours before our stay to ensure they have a crib reserved for us to be placed into our room. The phone logs will show this, as do my wife's cell phone logs.

Once we checked in, we re-confirmed again that a crib would be placed in the room. When we arrived in the room, there was no crib, so we called to have it brought up. Come to find out... they only have a pack n' play available.

In fact, after lots of investigation with the night manager, who was actually quite helpful... The hotel does have 5 cribs, but 2 are broken, and 3 were being used by other guests. I am not sure if you are a parent or not, BUT this is actually the worst possible thing that could happen to us on this trip. The baby will now not sleep through the night, she will not nap, and we will have a miserable time... all because of the hotel's false advertising and incompetent staff regarding reserving this crib./

The front desk and the manager Derek Squibb was so utterly incompetent, as their "solve," was allowing us to check out and stay at another hotel. Not really a "solve" to me. Especially when you have two rooms, lots of luggage, convinced other wedding party guests to also stay at this hotel, etc. I went ahead and emailed general manager Toby Scott Long, who supposedly was on vacation and spoke with Derek.

Finally the manager Derek Squibb, finally agreed to reimburse us the cost of the renting a crib from a 3rd party company. It should be noted that Derek Squibb continued to build upon the pattern of unhelpful and incompetent Omni staff, as he was incredibly rude, dismissive, and inflexible. Basically blamed us for needing a crib. Derek then put in writing that he would reimburse us the cost of the crib rent.

Now upon check out, we reviewed our bill, only to find out that despite Derek Squibb putting it in writing that he would reimburse the cost of the crib rental, he only removed $75 from the bill. The manager on duty was a tattooed lady who was even more rude and dismissive, and advised us to call the credit card company.

ATTENTION!! Toby Scott Long!! The crib rental cost was over $300, which I emailed to you. We have it in writing from Derek that you will remove the charge from the bill. Beyond me being incredibly frustrated by your incompetent staff... I write this review as I HOPE NO OTHER PARENT HAS TO DEAL WITH THIS EXPERIENCE...

First the good, it's within walking distance of The Spectrum. That's about it. Now the rest. Valet parking at the Omni is required, even though they clearly list self parking as an option on the website. The only entrance to the hotel is directly at the "Motor Lobby", you are immediately ushered away from your vehicle upon entering. My vehicle was curbed by an attendant, and trashed a $1200 wheel. Obviously, you don't realize this until checkout, so I'll get back to that. The lobby has a nice appeal, but certainly nothing over the top. When asking about a military discount, the lady at the front desk rudely said if it wasn't in the original reservation, it was not available, even though obviously your bill is prepared at checkout. So as a veteran I don't expect any discount at all, but if you offer one, then offer it. Our room was on the seventh floor overlooking the pool down below, which seemed very odd because it's presented as a chic "rooftop" bar and lounge area. It's literally on the second floor surrounded by the sides of much taller buildings. So much for the view. There is some "exclusive" 14th floor club. But apparently, it's an additional cost, even to paying guests. The room was rather small. There was paint chipping and some rust on door hinges and such. Nothing horrible, but luxury hotel this is not, other than the price. So checkout is 12:00, because check-in is 4:00, so I was very surprised to have housekeeping banging on my door at 7:55 in the morning asking to clean the room. Btw the hotel was nowhere near capacity, so I'll have to say the night was a quiet experience. Back to my $1200 lesson. LOOK YOUR VEHICLE OVER WELL PRIOR TO LEAVING AT CHECKOUT. The attendants are rushing to get you out as quickly as possible, but it's not to save time. I'm sure vehicles are damaged daily by these monkeys, and once you leave the property, good luck. I called as soon as I arrived home about my wheel. The first guy immediately offered up $150 to just forget it. Saying the manager was in a meeting, and we could just take care of this now. Being a completely unreasonable offer, I said to have the manager call me. So this Bojo guy calls and immediately is on the defensive. Obviously, he knows they did the damage, admitting that my pictures showed the damage was very "fresh." He then starts his bullying tirade about I left the property without saying anything, and to escalate this I would need to file a police report. First this is a 6 hour round-trip for me, and he knows this. Second, I'm quite sure downtown Charlotte police have much more pressing issues. So he just offered me the same $150 as his cohort. Take it, or try your luck beating this fixed system of compensation. So after spending $380 on one night at a sub par luxury hotel, I'm also responsible for their $1200 in damages. The Omni acts as if they have nothing to do with the parking, but no one is that naive. I'm sure after enough damage claims, they simply made parking a separate entity, but one you can't opt out of. Just a horrible experience all around. There are other downtown choices, and I would suggest choosing any of them over this disaster. And whatever you do, don't let these guys park your car. Comically, this Bojo character did offer to comp my parking for the next year on any of my visits. No thanks, Bojo, I still have 3 wheels you...

Normally I don’t write reviews! But I wanted to shout out Estie & the front desk supervisor that was their 3/17/25 ( I hope I spelled it right! ) and the wonderful lady that helped us check in on the first night! (The 16th) As well as the restaurant employees and lobby housekeepers! Lobby was very clean!! The front desk was Very helpful, accommodating and sweet! We decided to stay here for the start of our honeymoon! We paid about 1400 + all the parking and extra fees, for 2 nights! Which would have been okay if the rooms we stayed in were clean. The first thing I noticed was greasy hand prints on the walls in the first room and hairs & food on the floor), the next thing was completely not the hotels fault but our neighbors were screaming at each other and the front desk lady quickly moved us to another room! 1021821 It was very late so we went to bed. When I woke up and opened the curtains I noticed the exact same thing dirty floors/ carpet had food crumbs stuck to it, food crumbs on our counters, the phone was sticky and not wiped, a ton of dust on the curtain base and what looked like old food (it really looked like vomit) in the bottom of our trash can, white crusty stains on the left side of the couch… and food/finger print stains on the light switches, the gold table in the middle of the room had food stains that I was able to wipe off, the walls had like grease stains under the kitchen island bar thingy, so we called housekeeping so we wouldn’t have to switch rooms again and enjoy our stay. I told them exactly what was dirty in the room. When we got back they had only switched the trash can, remade our bed and gave us new towels, so the room was still dirty, I let the front desk know so they sent house keeping straight up, I spoke to the woman and pointed out everything and I’m not perfectly fluent in Spanish, but I got the point across, was what It seemed. Then the fire alarm went off in the building to evacuate and we left again. Got back and i don’t understand how because she pulled out a vacuum before we left and the floor was clearly not cleaned the same stuff was on the floor in the exact same places. So very frustrated at this point and I didn’t want want to be a jerk so we were just gonna try and checkout and get some kind of refund cause why is this room $550 a night. When I told the front desk what was happening they offered us another room 807 & a $50 voucher for the restaurant, we went up to check out the room with her cause, I didn’t want to keep having to call housekeeping to clean. SO FINALLY WE HAD A CLEAN ROOM! it wasn’t perfect but it was cleaner than the last 2! And a little bit nicer! So thank you for this! The best part of the stay even though we were barely in there, was the views of the city if you looked up, and clean bed linen and lastly the great service over at the guest services/front desk. I don’t think I’d recommend this place or ever stay at an Omni again (at-least not this one). I just at the very least expected the room would be clean for the amount we’ve paid to stay here. It felt like we got scammed honestly, wish we could get some of our money back or just stayed somewhere else. We were also excited to stay here for the rooftop pool area which unfortunately was closed and looked nasty...