Brittany Walker

Review of InterContinental Montelucia Re...

We stayed at the Omni a few weeks back for our bab...

We stayed at the Omni a few weeks back for our babymoon/staycation. We were very upset and frustrated with the lack of customer service we received and the level of competency from the staff. The day before we checked in, I had called to see if we could get early check in, and I was hung up on twice. When we got there, our room was not ready so we went to the pool. Later that evening when in our room, someone had walked into our room, saw that it was occupied and then without saying anything walked out. My husband went to see who it was but they were gone once he opened the door. They knocked 5 minutes later, and when my husband went to answer the door, they did not identify themselves, but said, sorry I didn t know this room was occupied. When calling the front desk and speaking to the manager, they stated that it must have been someone from house keeping but they would look into it further. We felt very uncomfortable that the manager did not even know who was walking around and checking rooms. We then went to Centro for dinner later that night and waited for 30 minutes for the waitress to come over and bring us water and give us menus. There were only 5 people in the restaurant as well. When she came over she said sorry, here are some menus, I will be back to take your order. We waited another 15 minutes and she never returned, so we decided to get up and leave. We then walked over to Prado, and the hostess saw us walk up but decided to talk to the other hostess while we stood there for 5 minutes, and then we were finally addressed. She stated that they were too busy to accommodate us that night, and that we could eat in the bar. We are paying $400 a night for a staycation, and we can t even eat at the hotel? This does not seem right. We ended up having to leave the hotel to eat dinner. We were extremely disappointed with our stay at the Omni. Following the next day at check out, the manager stated that they still were unsure of who came into our room the night before. How does that make your guest feel comfortable at your resort? I expect way more from such a prestigious and well known resort. I suggest training your staff in customer service as well.