Kenna Degitz

Review of Omni Severin - Indianapolis

IF I COULD GIVE THIS A ZERO STAR REVIEW I WOULD. T...

IF I COULD GIVE THIS A ZERO STAR REVIEW I WOULD. This hotel has gone downhill just in a year my husband and I have stayed here. This hotel has always been our go to, while visiting Indy. Let me explain to you why we will never stay here again. We came with 2 other couples. One room being our queen deluxe (not sure what their definition of deluxe is, far from it) and the other being a room with 2 beds in it. After booking through the Omni, not a 3rd party, we requested for cotton or foam pillows in our room since we are highly allergic to feathers and just for the other room to be close. The employee on the phone said no problem we will put the request in, she made it clear that if you book through them, not Expedia, which was at the same price, they would allow the request. I asked what check in and check out hours as well. Travel day has come and we head down driving over 2 hours and hit top golf and k1 speedway! We finally arrive at the hotel 3 hours after the start time of check in, 5:54pm to be exact. My friend is at the front desk and stated that their room is not ready. So my husband and I tried to check in and the guy said our room was ready because it was a queen. The "manager" said that he didnt have a time of when the double bed room would be ready. I asked him what he can do considering at this point we had dinner reservation in about 45 mins. He said there was nothing he could do, he just kept saying they had 100 people leave and 100 people come in. I said so you didn't staff house keeping accordingly for the turn around needed to allow guest to check in at 3pm. He said no we did staff house keeping right. Please tell me how you planned for the amount of guest if there isnt a room available 3 hours after check in, and here is the kicker, he was sure to let us know that they weren't the only ones without a room and that he still couldn't give a time of when it would be ready. After going back and forth I asked for a room for them to atleast get ready in, he said he couldn't do that. I said how long does it take for you to turn a room around 30/45mins, he said 30 mins. I said so you mean to tell me that you wouldn't want to make this customer happy and give them an area to get ready in atleast? He said he wouldn't do it because house keeping would have to go back in. Being in customer service for 10+ years, I was mind blown he couldn't do anything. The next option was to comp a room. He chuckled and said no. His bosses information was asked for next. He gave the card and I tried to call, THE PHONE NUMBER WAS DISCONNECTED. That just pushed us over the edge! After more time went by the "manager" said here is the hotel number this is his name and you could call and ask for him or send an email. The room was finally available and the manager took some money off the room, about the same amount he would have "lost" if he just would have split the cost and gave them two single rooms. After everything was said and done the request to be on the same floor was not fulfilled, the request for correct pillows was not fulfilled and the whole room situation was just a headache. You dont even want to get me started on the room size, the bathroom size, the filthiness of the stained pillows, when I can go to a hotel who actually does renovations. DO NOT WASTE YOUR MONEY, SUCH A DISAPPOINTMENT ON SO MANY LEVELS.