If I could give zero stars I would. Although I ha...

If I could give zero stars I would. Although I have been a select (and loyal) guest with this hotel for more than 20 years, this last stay has persuaded me to stop hoping to again find the type of customer service I remember. This hotel has veered far afield from the wonderful customer service that made me a long-time fan. On this occasion, we stayed at the Omni for 6 nights so that I could recover from knee surgery because our home was being repaired from extensive flood damage as the result of the June 5 storm in our area. The knee surgery unavoidably conflicted with the tearing up and relaying of new wood floors. I checked into the Omni Mandalay on a Wednesday following a Monday surgery. I can put no weight on that leg for four weeks so my mobility is very limited. Two days after I arrived, it became clear that I would need to stay an additional few days due to the construction. On inquiring at the front desk, I was told that the hotel was "fully committed" the following Tuesday through Friday (which were the days I wanted to extend). After returning to my room, I immediately went to the Omni Mandalay website and found that there WERE rooms available for the days I requested (albeit at a higher rate than the Triple A rate I was paying). Being disgusted with this turn of events, I booked another area hotel and did not inquire further. Since the information the front desk gave me was false, I presume the hotel simply did not want to offer me the same suite (or any room) at a much higher price. However, I just called the front desk and asked for a late checkout tomorrow (which is supposed to be a perk of the so-called "select" guest membership) and was told that I could be extended by only one hour even though I am on crutches and have a ton of stuff to pack and haul to another area hotel before my post-op appointment tomorrow. The Omni Mandalay used to put customer service above all else. However, it's clear now that the customer is the least of their concerns. As mentioned in other reviews, the hotel is looking tired and outdated. With this type of management, I don't expect it to be around much longer.