Omni Frisco Hotel at The Star — Hotel in Frisco

My wedding night was marred by my experience at this hotel. Here is a list of the issues we encountered:||- No acknowledgment from the valet service upon our arrival.|- A rude and unhelpful front desk agent.|- The luggage cart had DOGS' SOLID POTTY GRASS on it where my wedding dress garment bag was placed.|- The front desk agent never looked up at either me or my wife while we checked in.|- The TV in the room did not work when we arrived.|- To top it all off, our CUSTOM WEDDING CHEESECAKE TOPPER FELL during all of this.||I chose this Omni location based on its reviews. On the night of my wedding, my wife and I arrived at the hotel for our stay. The valet did not come to our car to assist us, and at that time, they were not helping anyone. Our driver got out to help us gather our things, and my wife went inside to get a luggage cart. Upon returning with a cart, my wife mentioned that the front desk agent was rude, gave no eye contact, and offered little assistance, simply telling her to grab a cart from a specific location.||After my wife returned to the vehicle, our driver helped unload the car, again without any assistance or acknowledgment from the valet attendant. As my wedding dress was being loaded onto the luggage cart, I noticed there was DOGS' SOLID POTTY GRASS on the lower part of the cart. Thankfully, my wedding dress was in a garment bag.||Next, while walking toward the main entrance of the hotel, my wedding dress blew off the cart. It was a young girl and her mother who caught it; they were kind enough to assist us by opening the door as I struggled to do so. Again, there was no acknowledgement from the valet attendant.||As we approached the front desk, the agent again provided no eye contact and didn’t ask if we needed assistance with all the items we had. Please keep in mind that there was no one in the hotel lobby when we arrived.||Finally, we arrived in our room only to find that the TV did not work, and the sink filled up every time the water was turned on. A technician came to fix the TV and informed us that the cord was shorted and advised us not to bump the TV. I would expect this from a motel not a 4 star hotel.||The most significant problem of the night was that our custom wedding cheesecake fell. We can never get back our wedding cheesecake. All of this could have been avoided if we had received the service that Omni promises its guests.||I left the hotel the next morning without making a complaint as I was disgusted and broken down from my experience the night before. My Godmother, who stayed at the hotel as well, asked that I come back to the hotel after I expressed my experience to her. She introduced me to Jason.||I spoke with Jason, the front desk supervisor, who was very helpful and acknowledged that there were major issues with the service we received. When I mentioned the dog potty grass, Jason knew exactly what I was talking about, as that cart was not supposed to be accessible to guests. Interesting, as it was the front desk who directed my wife to that cart. I think me mentioning this particular situation to Jason showed that I was not making up things.||Jason assured us that he would escalate our experience to his management team, which he did. I received a phone call from the front desk manager, whose name I did not catch, on March 25, 2025. He mentioned that he would provide us with a free night and follow up with an email. I have never received that follow-up email or call.||After discussing this with my family, they made it clear that a complimentary one-night stay cannot compensate for the loss of our custom wedding cheesecake and our wedding night being ruined. We paid a lot for it, and the most significant loss is that we can never get back our wedding cheesecake or night. All we have left are memories, photos, and our terrible experience...

These ladies were bullies that discriminated against us because my husband was a vet. That’s my husband checking us out at the counter. I wish I could post everything that transpired but I will try to upload a small portion of my grievances.

They gained up on me like gang member. I felt like they both were going to jump me. I was afraid for my life, so I left the same night I checked in.

My post is out of order because I am only able to post bits and pieces. I will never go back and I am going to make sure my family and friend don't go.

What Transpired This is how everything transpired. The temperature inside our house reached around ninety degrees Fahrenheit on July 4th due to a malfunctioning air conditioner. Being at home with my health difficulties and those of my spouse was just not possible. At that point, we decided to book a room at the Omni Hotel, which was conveniently located near our house. Upon arriving, my husband checked us in, and within minutes, we received the room key. As we made our way to the lobby of the hotel, we collected our belongings as well as our puppy. We informed the front desk that our dog would be staying with us before taking the elevator. Mind you we were making our reservations online; we did not find any information about Omni's pet policies nor at the front desk. We firmly believe that it was not our responsibility to mention our pet in advance, as the hotel did not ask us before check-in. Most hotels clearly state their pet policies on their website or at the front desk.

Before entering the elevator, one of the ladies gestured for us to sign a document at the front desk. Since I felt on the verge of having another seizure, I told her that she could provide us with the documentation, and we would return it after my husband helped me upstairs. Upon reaching our room, my husband thoroughly reviewed the documentation and vocalized its contents to me. Due to a lack of prior disclosure, we firmly objected to their pet policy and promptly made our way back to the lobby to address the issue.

The Omni wanted to charge us $150.00 for accommodating our pet, which was rather surprising. This additional cost almost equaled the room rate, which was approximately $155.00. Unfortunately, this information was not readily available online or in the hotel lobby, and had we been informed in advance, we would have reconsidered our choice of accommodation. We came back down, and we approached Brittany at the front desk.

Transpired Out of Control

She blotted out by saying your dog isn’t a service animal he's an emotional service animal and let me tell you why I know this.” “Because he's in a crate and not on the leash. Confident in her acknowledgement of us. Again, she never bothered to ask us why he was in a crate and not on a leash. She asserted her expertise on the topic, displaying a notable level of arrogance. When I questioned her qualifications, she insisted that her position at the Omni hotel made her an authority and us not having any physical elements wrong with us. She continued stating that our dog did not perform is a service dog but an emotional service animal. Despite my attempts to reason with her, she remained unwavering in her stance. This interaction left me feeling incredulous and frustrated.

Nugget, a well-mannered and mature dog, belongs to a breed recognized for providing companionship. However, Nugget also plays a significant role in assisting my husband with his mental health issues, as advised by the VA psychiatrist who has been treating him for a decade. This recommendation stems from my husband's reluctance to use medication. Nugget is essential in grounding my husband, preventing episodes from exacerbating, particularly instances where he vocalizes distress towards deceased individuals from his time in...

Listen folks, traditionally, I don’t leave reviews. However, I feel compelled to write one for this deplorable experience with Omni at Frisco. Overall, the staff was pleasant and the building itself, was beautiful (Arrived close to 6:45pm) Despite this, I have a poor review for the following reasons:

First, I was there to relax, as I am a new mommy and my husband was trying to ensure I could ‘relax,’ by surprising me with staying at one of my favorite hotels to get some personal time. Unfortunately, the experience was quite the opposite as there were challenges upon my arrival - a. Articulated to me challenges with power upon arrival (3x power went on and off - stayed optimistic) b. As a result, room service may not be available, this was confirmed is was available at front desk after all (things are looking more positive) c. Arrived to my room, and now my over $300 room hubby paid for to ensure his wife can ‘relax,’ shower was not draining properly (discovered as I arrived, going back to a negative direction) d. In the interim, thought I’d continue to stay optimistic and order room service. Unfortunately, yet another disappointment. I ordered a Caesar salad and fish and chips. The Caesar salad had wilted lettuce and chicken that seemed processed, and the fish and chips were poor as well. I also opted for a bottle of wine and my total for subpar food was a whopping $155! e. Continuing to stay optimistic to ‘relax,’ I thought my shower would be fixed, I could unwind and maybe execute some work while I don’t have the baby f. Guess what?! Another disappointment, it took over 2 hours to attempt to fix my shower, and I was given another room, then requested another room because the bathroom shower was not a walk-in shower as the original room, and the tub shower also was not draining properly! g. 9pm: I finally feel like everything is resolved with the room, I shower, and do some work h. I was working on a critical assignment for work tomorrow and the power goes out a couple more times in which I loose ALL my work on my lab top i. To be fair on the experiences I mentioned before, concierge did extend check-out and also offer 15% off for the room, but after I lost all my work, I respectfully requested a full refund and to please ensure valet is available to get my car. I could not afford for the power to shutoff again with meetings the next day j. 2:00 am ish: Front desk told me valet would be downstairs soon to grab my car. It took close to 30 mins until my car arrived, 30 minutes!!

All in all, indeed I understand some things may transpire out of one’s control, but for this price point and the level of opulence one would hope to experience, Omni missed the mark here. All I wanted to do is RELAX as I’m a full-time mommy and Project Manager leading complex projects and all my husband wanted to do was give me a day just to do whatever I wanted. Which was, eat some good food, drink some good wine, take a nice hot shower, and catch up on work without a screaming...