Autumn A

Review of Omni Morton Hotel Printers Row

The customer service is horrible. The reservations...

The customer service is horrible. The reservations team is rude and unhelpful. I booked a room saw a lower rate and called. The original person told me to go find the reservations policy online. I called back and the next person "helped" me cancel the more expensive reservation. She kept the higher rated room. I called back the day before my stay and they told me if I didn't know the exact time of the call they couldn't help me and she wouldn't look for calls in a 4 hour range. I stayed on the phone with a manager for almost an hour to pretty much be told "oh well." I asked for an additional manager or the email for reservations. She said well I am the manager. I said well there has to be someone I can speak with. She said well I'm not sure. Finally offered to transfer me to the hotel manager. She claimed she was transferring me to a manager for the hotel but she couldn't do anything. I was on hold for 4 minutes and BOOM the reservation manager gets on the phone updated the reservation cost (which she could have just offered to do or offered to transfer me to the hotel manager because she couldn't do anything). Transparency and genuinely being able to help means so much in customer service especially at an alleged 4 star hotel! I would have appreciated a "ma'am I can't do that here let me contact someone at the hotel and see if they can help you." And the check in/check our time is crazy 4p-11a. Who wants to deal with that! Not worth the room rates. It was ridiculous!!!!!!