Omni Fort Worth Hotel — Hotel in Fort Worth

I will begin by saying that I think that the Omni Hotel is a great property and that reason for this review is not so much because of an unpleasant experience, but rather because of this 4-star hotel’s seeming unwillingness to do more to compensate for an inconvenience.

I recently spent an 8-night stay at the Omni Fort Worth during a business trip. This is my third stay at this location and my experience there has been generally pleasant. The location is ideal, the staff is friendly, and the rooms are mostly comfortable.

As you know, it has been remarkably hot in Texas as well as in other parts of the region recently. About halfway though my my stay, I returned to my room one afternoon and noticed that it was very warm and discover that my room’s A/C had gone out. I was in and out during the day, so I let the front desk know about the issue and they their technicians to address it.

They came to the room and brought me a box fan to help cool the space while they worked (which I greatly appreciated). When they left the room, my A/C was back up and running and they even left the fan just in case I had any more issues. Well, I did. By the time I woke up the next morning, the A/C was out again. The room was a comfortable temperature at the time, but I knew it would likely be hot again when I returned.

I notified the front desk and technicians were sent up to service the room again. I was gone most of the day and they serviced the room while I was out. The A/C was working when I arrived late that evening, but they left the temperate was on 60 and it was freezing cold. As I adjusted the temperature to make the room a little warmer it went out again. At this point, I just decided to go to bed because it was late, the room was cold, and at least being hot during the night wouldn’t be a problem.

The next day I notified the front desk again and this time asked about changing rooms and was told that they would like to send the technicians one more time before moving me. Long story short, they came again, “fixed” it but it went out. When following up about changing rooms, I was told that the hotel was full and they were unable to accommodate a change in room. So, they sent technicians again that evening and finally got the A/C to stay functional without going out. At this point, I had 1 or 2 nights remaining in my stay.

I was very patient throughout this process in addressing the room’s A/C. Working through that wasn't even my biggest issue. My main concern is that upon checking out, I was told that the best this 4-star hotel could do was credit my organization for ONE night on the hotel bill. I expect more from a property of this caliber and hope that they do more to adequately compensate those who regularly patronize their business...

We pulled into valet Friday late afternoon and were approached by a valet guy that did not greet us, asked us if we were checking in, when we said yes, a luggage cart came and he started unloading the back of our car. I wanted to put something in a small bag in the back real quick and I asked him to please hold on just a second, that I was getting a bag out. He reached over me to grab clothes hanging in front of me and hit me in the face with clothes on hangers and knocked my drink over. I yelled for him to stop and wait to let me get out of the way and he continued pulling things out and ignored me. My husband then stepped in when he heard me raise my voice and told the guy to stop and my husband stepped between the guy and me for me to get away from car. Never got guy’s name, then someone took our luggage cart and put it by the bellhop desk and told my husband they would bring it up to our room later. What? I was already checked in and had our room key. Our luggage was put right next to the front door. We told the bellhop we would take up our luggage and bring the cart back if they were busy. He again said they would bring our cart up “in a little while”. I said, “No, we are not just leaving our luggage in the lobby.” He said they didn’t have anyone to bring up the cart at that time. At that moment a smiling angel came Out of the back room, by the bellhop desk, and said, “I will be happy to help you! Where are we going? Let’s go!” This wonderful person’s name was Cassius Clay. What a great employee and service representative Omni has in Cassius Clay! He was so enjoyable and would not let us touch a bag! He put everything in our room and asked us where to place it and went to get us fresh ice for our room waters. He made us forget all about the awful service before him and let us move on with our stay. We ate at Bob’s both nights at the bar. The service with Matt and Mack was so great Friday night, we went back Saturday. Collin was also very attentive. Matt and Mack are a spectacular team and the food and service was amazing! I was so happy to have Cassius as our luggage help checking out on Sunday. He personally took our valet ticket to the valet guy and asked him to retrieve my car and told me the valet’s name was Raphael and he would take care of me. The valet text system was not working. Rafael brought car and was so pleasant, then Cassius Clay loaded our luggage and was sure to ask me where I wanted bags put. What a fabulous guy! We will be back to Ft. Worth Omni and hope to see all of these great guys, again! Bad beginning with...

My day started off on March 21, 2025 by sending me to a room that had not been cleaned and then from there they put me in a room that was occupied. Finally I got to my own room only to have the air condition, not work and have to be moved at 2 AM on Saturday morning.

At about 11 o’clock Saturday morning, I was in the bathroom in my hotel room and I was putting on self tanner so I was completely nude headed to toe and the door to the hotel room was opened by the manager of the hotel cleaning staff I was literally bent over so she got the whole show of the back and the whole show of the front when I turned around They acted like it was no big deal. They originally gave me a $20 dining certificate and then when I called down crying because I was so humiliated downstairs, they Compt one night and I was there from Friday to Monday. They acted like it was no big deal and like I was making a big deal out of nothing they were not endearing by any means they weren’t comforting they didn’t make me feel safe or secure, but I had already paid through Monday The manager of the hotel, not the shift manager, but the manager of the whole hotel was one of the rudest and condescending people that I’ve ever had to speak to. To be such a prestigious hotel, you would think that they would bend over backwards to make me feel better and instead they made me feel worse like it was my fault that they walked into my hotel room without knocking let me stress that no one knocked on the door and I have a letter from them when they gave me the $20 voucher of them, apologizing for not knocking, but they would look into it further to make sure it didn’t happen again I’m still very distraught and just absolutely mind blowing the hotel just basically made me feel like it was my fault and did not, I don’t feel like they took the situation seriously enough to make it right. I just feel like that if you walk into a woman’s room without knocking a woman that was traveling alone and you see her completely nude completely naked front and back that you would bend over backwards to make your patron comfortable and that is not what happened here whatsoever? I feel like they made it my fault!

I will not ever stay again at the Omni in Fort Worth and I would caution you not to stay either especially if you’re a woman...