This is my third stay in this hotel and I have complained in the past about the lax service staff, but nothing prepared me for this two-day experience. I arrived late and was placed in a room right next to the elevator and though my Platinum member profile requested a quiet room. The following morning, loud drilling noise came through as the elevator was being repaired, and I had to move to a different room. Room 1009 is nothing out of the ordinary, but the evacuation chart on the back of the door was for room 1021. That type of mistake was a rare observation even for a quality inn.
The night I arrived, I ordered a room service salad. The woman who took the order spoke broken English and was not able to explain much of the menu items, and soon capitulated by saying "They keep changing the menus. We don't know what they have now." After urging her to get a room service menu and I made sure a side order of flat bread was not a roll of bread, I was quite surprised to find out it turned out to be a pizza sized cheese-topping bread, with a tiny side order of salad. The staff blames the menu.
The second day I ate lunch at the only hotel restaurant. I know there is risk ordering a la carte at a restaurant that serves $11 lunch buffet, but when the blue crab soup showed up after 30 minutes with cheese and no crab chunks, with the sodium content rich enough to send anyone straight into a stroke or a salt coma, topping that with a halibut that was so goldened and chewy, with ingredients that was on the menu nowhere to be found in the plate, I called for the restaurant manager. I gave constructive feedback and the manager said that they have changed menu too many times and kitchen may not be familiar with the menu. I did get a cheese plate later in the day as a compensation, but delivered by the lady (salad) from yesterday whose frosty face made the freezing Charlotte weather seem burning warmth.
One more note on the food-related issues. As a platinum member, I was supposed to receive "sweet local favorite", and in its place, it was that same lousy plate of bar peanuts, showered with salt enough to send any healthy person straight to stroke. The first time I stay here, I commented on this local delicacy being out of character of Omni brand, and certainly am dumbfounded to see it again.
On turndown, I realized the room across from mine was smoking, and I mentioned to the housekeeping staff. Nothing was done and no one called me to tell me if it could be resolved.
The laps of service was severe. Granted, the Loyalty ambassador did call me to apologize, but on the restaurant part, she said that they have had a lot of issues with them, and they kept firing the management but improvement was hard to come by.
I have stayed in many Omni properties around the US, and this, combined with its aging property and lax maintenance and sub-par service, has decidedly become the worst property within the brand.
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