Dominic Puller

Review of OminBerkShire Place Hotel

I don't try to be overly negative with reviews but...

I don't try to be overly negative with reviews but my experience here was very poor. My girlfriend and I tried to check in early at 2:30, we were tired from going around the city and we had a meet up with a friend at 4 that we needed to attend. The front desk associate told us that they would text us when the room was available. This was totally understandable and fair. Check in isn't until 3. 3 came around and they still didn't have anything. We had to visit the desk two more times to get updates, finally getting our keys at around 3:40. We had to cancel with our friend. Patricia the front desk staff told us that we would receive a complimentary bottle of wine and fruit when we arrived back later at 11:30 pm.

The room itself was very nice. Had a poor view overall but the bed was soft and luxurious, the room clean, and the shower hot. It was a small king deluxe room which seems to be the generic king room for the hotel, but it satisfied us.

We came back from our journey at around 11 pm and were waiting to receive our amenity. When 11:30 rolled around I called the front desk and asked about the status of the amenity. She told me that she was checking with the manager and would send it right up. After around 15 more minutes of waiting I called and asked to speak to the manager. She said that he would call me back in 5 minutes. 8 minutes later I called again and finally was able to speak to the manager named Patrick. I explained the situation to him and he said that the note on our room was not put in and that he had to rush them preparing the wine and fruit. I told him that I appreciate his transparency, but my issue with the hotel now is not because the physical features of the hotel are wrong or bad, my issue is that the staff doesn't seem like they can keep a promise. I told him that we were ready for bed, but he said that it should be up to our room shortly. He also stated that he would try to alleviate this error by comping us breakfast the next morning. A little after 12 I called again to speak to the manager and received his voice mail. I clarified that we were still waiting and wanted the wine and fruit. We waited till 1 am before sleeping.

The next morning we woke up and went down for breakfast. I told the associate at the front desk that we had never received our amenity. He apologized and handed us two more drink tickets to the bar. The associate also assured us that we could order whatever we wanted for breakfast and that it would be covered by the breakfast ticket. Unfortunately I am not sure if the front desk associate knew what he was talking about regarding breakfast because the tickets would only cover cost up to a certain meal on the menu ($28). After explaining the situation to the restaurant manager. He understood that we received the wrong information from the hotel but was happy to let me receive my meal anyways.

At checkout a front desk asked me how my stay was. I told him that I was really disappointed and had a negative experience because of all the confusion and broken promises I received from the hotel. The associate that was checking us out told me that someone from Omni would be in touch to try and take down my concerns, and I hope they do.

I didn't need free drinks, I didn't need a bottle of wine, and I don't need free breakfast. Those are awesome, great benefits to staying, and it did help brighten my mood. All I wanted was to be treated like a person, like a real customer. I understand that humans are imperfect, and I understand that organizing a large staff on individuals in a hotel can be challenging at times, but the Omni failed for my stay. I didn't feel respected, I didn't feel like my time was valued, I didn't feel like my concerns were listened to, and I didn't feel like they were actually going to change the way they were doing things. And that is the problem with all of this. Because if it has happened to me, it can happen to someone else.