Omni Tempe Hotel at ASU — Hotel in Tempe

Where to start. When we booked the room on their website, we were told we would pay for the room at checkin. Then right before the new year, I see 3 charges from Omni for 3 rooms. We only booked one room. Called and somehow two additional rooms were booked 5 minutes after one another. This was an extra $2000 dollars. Called and am told that the rooms are non-refundable (didn’t see that anywhere on the site when we booked our 1 room) and I can cancel the reservation but I wouldnt be getting my money back. Finally talk to a manager and they were able to do me a “favor” and get the 2 additional rooms cancelled and refunded.

Now comes the actual stay. Check in was fine. Got put on the 15th floor. The 3 (1 is a service elevator for house keeping) elevators for the entire building are the slowest thing you can imagine.

Go to the pool bar and they put a bartender there that had never worked that bar and no one did the side work previously to make sure it was stocked. All of the $19 dollar drinks don’t have any of the extras. The bartender had to go make drinks at another bar and come back. Took 20+ minutes to get 4 basic drinks ordered. The bar was not overly busy.

They gave us drink tickets for the hassle. Great. We go to use them at the pool bar the next day and they tell us, oh you can only use those at the lobby bar after we had drinks made. I close out and pay. 30min later go and grab another drink to go up to our room and the bartender prints out my bill, it has all of our drinks on it from our previous order and the bartender insists that we will only be charged once and they haven’t been able to put our payment in from the last one. We will see if this is true at checkout. Did I mention, what I can assume are two managers just stood off the side talking and not assisting in any way.

The rest of the weekend, every time we check the lobby bar to use our drink tickets, they are closed. So never got to use the drink tickets.

On Saturday, we tried the rooftop bar. Nice view. The bartender there also doesn’t have ingredients to make basic drinks. Used the bathroom and it literally feels like a sauna, 90+ degrees. Mention it to staff and they said it’s been like that for months.

Sunday, two out of the three elevators are down. Literally on the 15th floor, the light for the elevator wouldn’t even stay on and register that it was tapped. So we had to walk down all 15 flights to meet friends. Then come time to checkout, we had to walk down the 15flights with our luggage.

This is supposed to be a “luxury” hotel. I think we would have had a better experience at a...

I stayed at the Omni Tempe again and the experience was much better. Valet was on point. Housekeeping still has some growing pains but they are definitely doing their best and try to alleviate any issues to the best of their ability. Restaurants and pool were GREAT and the lovely treats they have in the lobby for everyone are much appreciated. I changed my rating based on this last stay!!

I stayed for 5 days in August 2023. I had to ask for our rooms to be cleaned numerous times. When they “cleaned” them, the coffee wasn’t replaced, the used coffee cups were still there, the towels weren’t replaced, the sheets weren’t changed despite the fact that I had placed the card to please have them changed and the sink and shower weren’t cleaned. I waited 45 minutes for my car to be retrieved one day. 35 minutes on another day. Management was rude. Security threatened to kick me off the property because I was smoking outside (I know…a disgusting habit). I am always very respectful about my awful habit because I know how people feel about it. There were cigarette butts and ashes left by another guest but I always brought down a disposable cup and threw it away after depositing my ashes and cigarette butts in it. Yet I was the one that was threatened. Security was literally in my face. I thought it was handled poorly. She was very threatening and aggressive. Was charged double for valet parking. Location to ASU was great but the motorcycles driving by all night were a little hard to deal with. We were on the fifth floor. We ate in the hotel all the time when we were there and we were very respectful of their “growing pains”. I don’t feel like the feelings were reciprocated. I’d rather stay at the Marriott.

AFTER RESPONSE FROM MANAGEMENT: Thank you for your kind words, however, I will not return to your hotel again. There are so many other nice places to stay. An employee of your hotel told me where I could smoke, yet I was harassed by the security woman when I smoked there. It was intimidating. When I asked her where I could smoke, she told me to smoke across the street at the CVS when there was a drunk man swinging around a baseball bat at anyone who came near him. We won’t stay there again. Ps. The chicken and mashed potatoes was always excellent. The hamburgers always had soggy buns and that...

Omni at Tempe! How emotional, imagine being at a new hotel promoted all throughout social media, a planned weekend here which DID NOT turn out to be the most pleasant at all! Here’s a couple of things to look out for if you decide to stay here:

New staff not properly trained. Upon checking in with a reservation, we had so much difficulty getting into our room. I had gone through the normal check-in procedures and when it came time to run my credit card, their system mysteriously froze up and my card didn’t go through. First off this is embarrassing because waiting in a lobby to check-in with all your luggage and guests, being held up is the last thing anyone wants. Then my card was ran again. At this point a Manager had come over to assist the kind employee who stated it was her first day and was in training. I made it very clear that I did not want my card to be charged double because the first attempt did not go through. Card did not work again so i used a different credit card. Come to find out, because their system had malfunctioned my card DID go through and just didn’t show on their end. Long story short, I had to pay for my room twice.

This has caused so much stress and basically ruined my stay here! I’m very disappointed and I would probably never stay here again! I’m currently waiting for a refund on the bad charge. Which I was initially told, “you’re not going to be charged twice”.

5 days later I spoke with an accounting officer at Omni and still no resolution. The excuse of its the bank’s faults isn’t cutting it. I felt like just a random person and basically told nothing could be done. How easy it is for Omni to take my hard earned money, but when a mistake is made on their end, I’m left to figure it out on my own.

Secondly, valet is only offered here for parking and it’s $39 which is added onto your bill at the end of your stay. This charge and service was never mentioned in my reservation process or upon check-in. You basically have to figure out that on your own. I did tip my attendant $20 upon leaving, so thank you sir for getting the door for my wife.

Omni please do better, I was upset that no attempt was made to gain my business back. Very nice and new hotel, I’m just underwhelmed at the customer service and...