We made reservations online prior to our stay. We ...

We made reservations online prior to our stay. We received a link to pre-check in to ensure a smooth check in and save time. We had tickets to the Atlanta United Soccer game at 7:00pm. Since we were arriving the same evening, and with a toddler; I did the pre-check in and received a confirmation that our room would be ready by 6:00pm. We arrived at the hotel at 5:45pm. My husband went to check us in, only to return, to share that our room was not ready and wouldn t be for another hour. We got the few things we needed for the game, parked the car, and headed to game. After the game, with our little family being extremely exhausted; we returned to hear that our room was still not ready and was being cleaned. The receptionist and the manager, would not give us a time frame of how long the wait would be for our room to be ready. However, they didn t want us to wait. The receptionist walked us to see another room they had available, that only had a sofa bed. On our walk there, she made the statement, I ve only had this incident happen 3 times so far out of the 4 months I ve been here. Being a family of three, the pull out sofa was not going to be an option. We had to be refunded and at 10:00pm; we were left to find ANOTHER hotel to stay. If there had been a computer glitch or the system over booked; it would have been nice to have known at our first arrival, so we could have made different arrangements. Instead, we were overly exhausted, with a toddler, at 10:00pm, downtown Atlanta, to scuffle and find a place to stay. It was extremely disappointing, as we ve heard nothing but great things of the Omni, and were looking forward to it being our first stay there. However, after making our reservations and us believing we were set and prepared for our stay, and they were not. It will be hard for us to recommend staying at the Omni to anyone else.