Omni Dallas Hotel — Hotel in Dallas

My review is two-fold because the actual wait staff were phenomenal. They did the best they could given the circumstances, so I wanted to first give them their kudos first because they deserve it, and I made sure I thanked and offered a tip whenever possible.

From the beginning, things started off rocky. Between booking.com and Omni, my reservation/room change process appeared smooth until I was at the airport getting breakfast for my daughter when my card didn't process. To my surprise, I was charged for 3 rooms that I've previously canceled within the proper free cancelation time period. So before the sun is even up, I'm contacting both booking.com and Omni because both are blaming each other. So, there was no confirmed resolution as my daughter and I boarded my flight. Upon my arrival, I spent almost an hour with the front desk and felt like I was in a car dealership because they kept running to this manager that I never saw and almost seemed like a mystery person. So after blaming booking.com and saying there was nothing they could do, I eventually called my bank to get their advice. They told me it was the hotel who has pending charges and not bookin.com, and it was on the hotel to fix things. So once I told them 1) what my bank told me and 2) I'll take one room, the front desk associate went to the mystery manager, and instantly, everything was magically fixed. Charges were said to be stopped, and somehow, I still needed to provide a card for holds when they had already originally processed my card for the total cost for 3 rooms for 3 nights. Eventually, the charges were altered within hours to show a full charge for 1 room for 3 days along with a security hold.

As if that wasn't enough unnecessary obstacles for me to have to go thru while having my 10 year old daughter with me it unfortunately didn't get much better due to the lack of proper communication between the many managers throughout the hotel and restaurants. As stated before the staff themselves did their absolute best but we're overwhelmed with the amount of traffic they had to deal with because the hotel manager(s) did not properly communicate how many guests were expected that weekend so they were severely understaffed. Wait times were longer than necessary, and thankfully, it did not reduce the quality of the food or overall service from the staff. So again, after their apologies, I made sure to let them know I understood it wasn't their fault as the staff and tipped them graciously for their sincere efforts.

Upon leaving, I left my daughter's and I luggage with the bell hop as directed so they could hold it until I was ready to depart for the airport. I received my ticket stubs and went about to my conference. Upon leaving, I picked up what looked like all of my stuff, only to find out it somehow wasn't once I got to the airport. Somehow bags that looked similar were somehow switched snd forgotten and once I got home to call and get things figured out I was originally asked to pay for my items to be sent to me but eventually after waiting to hear from several different managers a day later the cost was eventually taken care of by the hotel. Thankfully, everything, including cash, was returned along with my daughter's items.

If I had to give one simple suggestion on how ALL of this could have been better it would simply be to have ALL the managers for the various departments to know how many guest/conferences and expected attendees they are expecting during giving time periods so that they are properly staffed. It also wouldn't hurt to actually see an actual manager to speak directly with and not have them feeling like the wizard of oz. Proper communication is key to any successful endeavor, and it was blatantly obvious that it wasn't something that existed throughout the hotel managers and eating establishments connected to the hotel.

To end on a good note, the conference rooms were great,and the lobby spaces overall throughout provided great views during the day and night. Getting around proved to be rather easy...

I had hoped this would not come down to leaving a review. I had hoped this would be handled appropriately behind the scenes. I booked a trip to Dallas for a major conference at the Omni Hotel upon my arrival, I checked in and the receptionist gave me a key card. When I reached my room on the 21st floor, luckily because there were other people in the elevator, my room key did not work. They inadvertently had to send a staff member to assist and bring me a new key card. I went into my room and because I am in property management, I have a thorough check process for hotel rooms. The room reeked of mildew but that wasn't my major issue. As I began to check the bed, pulling back the sheets and the mattress cover, I immediately noticed urine stains on the mattress. I called and was told to go downstairs to negotiate getting another room. I went downstairs, expressed what I experienced with the receptionist, and was given another room assignment. Upon getting to the new room, I commenced my thorough check once again. The room did not smell like the first room however upon pulling back the covers on the bed, once again there were urine stains. I called the operator and express my concerns and stated at this point I needed someone to go and check the next room they were going to offer me to ensure the mattress was in good order. The operator basically stated that she didn't know how that would happen or how to get that accomplished, I just needed to go back down to the front desk. Keep in mind, I flew in for a conference to be held at the Omni hotel. At this point, there were at least 6-7 gentlemen standing around in the lobby. They couldn't go and check the mattresses? I went to the front desk and pretty much stated that I wanted to check out of the hotel. As a result, i incurred costs to get a rental car and book another hotel that was at least 30 minutes out. This was a major inconvenience for me because the entire reason for booking at the Omni was to be present at the conference and not have to incur rental car charges, Uber charges or anything like that because everything I needed was near or at that hotel. The housekeeper supervisor contacted me and stated I was indeed correct, the mattresses were dirty. He was very apologetic and offered a compensation of 50% off for a one-night stay. I told him no, I needed to speak with their general manager or whoever was in charge. This particular manager contacted me and offered a one-night stay complimentary. I ran down the details of my experience, the negligence of his team, the lack of customer service. He then changed to a two-night complimentary stay. I made it very clear to him that I was not concerned about myself but for my company who was incurring more charges because of their negligence. I told him I would take the two-night stay but then counter offered for three nights because that is the amount that I'm having to pay at the other hotel. He told me he could not give me that because the first night was for the incident and the second night was in good faith or something to that effect. He was adamant that he could not offer three nights. How so? I thought it was indeed necessary to express my experience but also express how it was handled. I handle complaints on a daily basis. I got off of that call and felt like neither the housekeeping supervisor nor the operations manager cared about the low quality of service and negligence that had been displayed. What is even sadder is that this has become my first hand experience with this hotel. The Omni Hotel is supposed to be a pillar within the downtown Dallas area. This is supposed to be a high-end hotel with Incredible customer service. It is sad that this caliber of a hotel operates in this fashion. At the very least, your staff should operate with a high level of customer service and efficiency. At the very least management should be more accountable for what your hotel guests have experienced and the impression that has been placed upon them by...

My husband, 17 year old son, and I stayed Friday-Sunday the last weekend of the State Fair. I've worked for luxury hotels for 20 years as a pastry chef, so my expectations may be a little high, but I can be a little forgiving when things are not perfect.The staff was awesome.Super friendly and professional.The hotel was nice and room was clean and ok, I guess.We were on the 5th floor, the same as the ballroom. We heard noise and music both nights.It wasn't too bad, just be aware if you are placed on that floor. Our kerig didn't work and our toliet seat cover was broken, but both were fixed right away. No big deal.I order the pasta from room service. It took 3 tries at 9pm to get anyone to answer and the pasta was not great. It was dry, the pasta too al dente and barely warm. For $41 including tip, it was not worth it. What ruined the whole stay was the pool.I specifically chose this hotel because it had a heated pool and hot tub open year around. I even called the hotel directly before I booked to ask about the pool. We had planned to go to the fair on Saturday and then go to the pool in the evening.We actually left the fair because i was so looking forward to going to the pool. We were tired and sore(I have chronic back pain) from our day at the fair and anticipated being able to relax in the warm pool or hot tub.We arrived at the pool at around 8ish.The pool was nice enough, but the hot tub was kinda small and of course full.I couldn't be upset about that. What I could be upset about was the amount of kids at the pool at 8pm.When we walked in we were almost knocked over by about 4 very loud and unruly little kids running to get to the towels before us. They continue to run around the pool the rest of the time we were there.When we got in the pool and sat down on the benches that run the inside length of the pool. 2 other little girls were splashing us and literally walking over and behind us as we were sitting on the benches in the pool. They basically invaded our personal space the whole time.No one, neither parent or staff told any of the many children to stop running, screaming, or splashing.In my opinion, there needs to be a 7pm-10pm adult only/adult swim rule.I was extremely upset that I was not able to relax at all at the pool.Kids are fine, but there needed to be some supervision and consideration for others. Needless to say, as soon as the towels were replinished, about 15 mins, we left. If the towels were there sooner, we would have left as soon as the first kid splashed or walked over me.Had I known this "luxury" hotel was so kid friendly I definitely would not have booked there,with or without a pool. Sorry my kids are grown (and knew how to act in public)and when we go on vacation I expect to be able to relax and book where I know there will not be tons of kids or families. If you don't plan to go to the pool, the hotel is actually not bad. From my professional experience, this is a 3 star hotel at best.Again, every interaction I had with anyone on staff was excellent, even when I called before my stay. I wanted to give a good review but the whole pool situation really pissed me off and ruined our stay. Not very relaxing if you are an adult with grown kids or no kids. We plan on visiting Dallas again soon, but I'm not sure I will...