We stayed at the Omni for my birthday - Dec 18th to 21st - and the stay overall was not great.
Our flight arrived very early in NY, and we had requested an early check-in, knowing that this was of course, only a request and not a guarantee. Sure enough, when we arrived at 8am, there was nothing available in our room category. The gentleman assured us he would call my cellular the moment a room became available, and off we went breakfast and a bus tour of the city.
After completing our fun and enjoyable bus tour, we arrived back at the hotel at 1pm. I approach the same man at the front desk, and again ask if our room is ready (after all, it had been 5 HOURS since we arrived). He shuffles around some papers, then looks on the computer and tells me that nothing is available yet in our room category. I have worked in the hotel industry for many, many years, so I know that there is NO WAY that not one "premium king room" has checked out all day and been cleaned! The fact is that this guy simply forgot we were waiting for the first available premium room, and did not call us, or hold a room for us.
When I point this out to him, he gives us a coupon for two drinks in the hotel bar, and suggests we have a cocktail while we wait. And boy, wait is what we did! We were seated in the bar, then waited, and waited, and waited.... the server just simply never came. I approached the bartender, and he then summoned the hostess, who then sent over a server. After we order drinks and some appetizers, he disappeared again. We had to go back to the bartender to get a bill. The bartender was also very aware of the server's absence, and said "I guess he's just too busy...." (he was making a joke because there was only one other table occupied in the restaurant). I made sure not to tip... after all, who and what service was I tipping???
We finally got our room - and it was fabulous! The room was large, the bathroom magnificant, and had a lovely city view. We were on the top floor - room 2104, I believe. The hotel left a small cake, balloons and bottled water with a small Happy Birthday note for me..... but, also left the same in our room for someone named "Mathew"???? It was clearly not meant for us, and the hotel has the names of the guests registered in that room, so I'm confused as to why they would bother to leave it in our room.
The next morning is when my true frustration and anger began. The hotel advertises wi-fi... however, it was NOT accessible on our floor. I had urgent work to attend to, and absolutely had to log in with my own laptop. I spent 2 hours in my room, working with the hotels "technical customer service" to trouble shoot the problem. In the end, the technician said the problem is at the hotel level, and not my computer, and he would log a "work ticket".
So, I called the front desk to see if there was somewhere in the hotel I could plug in to the internet. I was directed to the computers in the business center. Guess what? There is NO WIRELESS ACCESS on the business center floor! And absolutely no where to hard wire in. AND no concierge working at the welcome desk in the work centre to help out!
So, again I called the front desk. At this point I am beyond frustrated, and very upset. The staff again tell me that it's my computer and no other guest has complained about the lack of wi-fi at their hotel. After I continued to press them for an alternative, an internet cafe, anything at all (I absolutely HAD to get this work inputed), he finally told me that the hotel lobby had wi-fi.
Can I just tell you how much fun it was to sit on the corner of a couch, in the middle of the lobby for 6 HOURS working? It was a Sunday morning, so there was a great number of people checking out, the front doors propped open continually filling the lobby with frigid December air, not to mention the families and kids that joined me on the couch while I was trying to work. So, clearly it was NOT my computer, as it worked just fine on the ground floor.
I simply CANNOT believe that this was Omni's solution to their lack of internet service! It was disgusting to be treated so poorly when you are paying so much for a room!
The location was great, walking distance to everything.
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