Omni Charlotte Hotel

We love the property and have stayed there on many occasions and have always enjoyed our stay. However, this past weekend was not as pleasant. It started with the pool being closed for maintenance. This is the main reason we choose the Omni when staying in Charlotte. We absolutely love the pool and coin bar. I know this has been a major issue for most guests and I’m not sure why this isn’t a major announcement on your website instead of being buried under the About Charlotte section. Even still when we were made aware of this, the gentleman Trey was so patient and empathetic of our concerns about the pool being closed. He offered to give us access to the lounge at no charge to keep us from canceling our room. We accepted the offer cuz we didn’t want the hassle of trying to find another room at a higher price on a busy weekend. All in all we tried to make it the best weekend as we could, however the hot water issue really stole the show. We didn’t have hot water in our room Friday or Saturday. Our showers Friday were cold and even when the issue was supposedly fixed on Saturday, the hot water still wasn’t hot. I would say lukewarm at best. We didn’t have a hot shower until Sunday morning before check out. I understand the weekend may have been a challenge for the property and staff however as a repeat guest who absolutely loves the property and usually has nothing but praise for the property that wasn’t the case this past weekend. I hope that by sharing my experience this weekend provides areas to improve customer satisfaction in the future when difficult challenges arise.

Absolutely disgusting hotel. Had hair in my food, wait staff was extremely rude and I’m surprised this place is considered “4” star. The manager Adam called me an idiot and cursed at me under his breathe. I wouldn’t be paid to stay at this hotel again

Ashlene really was top tier amazing from the bar. Best old fashioned I have ever had.food was great and all over vibe was amazing. BUT THE BILLING AND COMMUNICATION AFTER!!! After I stayed at the Omni Hotel Charlotte, having booked through the American Express Fine Hotels + Resorts / Hotel Collection program. While the room was clean and the general service during my stay was good, the post-stay billing process was highly disappointing due to a major breakdown in communication and lack of accountability. Per my American Express package, my booking included a $100 nightly credit, complimentary breakfast, and a room upgrade subject to availability. Upon check-in, I was even handed a letter explicitly outlining these benefits. However, when I received my final invoice, I discovered I had been charged full price for all the amenities that were supposed to be complimentary. When I brought this administrative error to the attention of the hotel staff to have it rectified, no accountability was taken, and the issue was left unresolved. I am escalating this directly with American Express so they are aware of how these partner bookings are being handled. Prospective guests—especially those booking through premium travel programs—should closely audit their final statements at this property.

I recently stayed at the Omni Hotel Charlotte, having booked through the American Express Fine Hotels + Resorts / Hotel Collection program. While the room was clean and the general service during my stay was good, the post-stay billing process was highly disappointing due to a major breakdown in communication and lack of accountability. Per my American Express package, my booking included a $100 nightly credit, complimentary breakfast, and a room upgrade subject to availability. Upon check-in, I was even handed a letter explicitly outlining these benefits. However, when I received my final invoice, I discovered I had been charged full price for all the amenities that were supposed to be complimentary. When I brought this administrative error to the attention of the hotel staff to have it rectified, no accountability was taken, and the issue was left unresolved. I am escalating this directly with American Express so they are aware of how these partner bookings are being handled. Prospective guests—especially those booking through premium travel programs—should closely audit their final statements at this property.

I don’t know if I’ve ever had a better experience at a hotel before as I did at the Omni. We were there for one night because we were going to the Chris Stapleton + Lainey Wilson concert at Bank of America stadium. From the second (and I’m not exaggerating) we pulled in to valet our car and met Gussman (10/10- he deserves a raise) every single person we interacted with at the Omni was incredible. Everyone greeted us, everyone smiled, everyone was jolly and engaged with us. I was made to feel like they genuinely cared about anyone who chose to stay at their hotel. They ALL went over and beyond which is rare these days. I cannot say enough great things about the people there. It doesn’t seem as relevant compared to my words about the staff but the hotel was beautiful, clean, comfortable and the perfect walking distance to the stadium. They definitely built the value with all their small touches. One of their talk triggers was the complimentary beverages (sodas, sparkling water, water, even regular and sugar free RedBull) they offered! That was so neat and such a nice treat!!! I’m not kidding, it was such an incredible experience that it makes me want to go back to Charlotte for no other reason than to stay at their Omni and see my new friends again. Working in the customer service industry makes me so much more aware of the effort, attention to detail, how interactions make me feel and let me just tell you, the Omni NAILED it!!! If I could five more than five stars I would.

I stayed at the Omni Charlotte for my birthday weekend and had an amazing experience. I’ve stayed here before, but this visit was even better than my last. The hotel was clean, comfortable, and in a great location for exploring uptown Charlotte. Every staff member I encountered was friendly and helpful, from housekeeping to the club lounge team. I also want to give a special shoutout to Ja’Sean at the front desk. He was incredibly welcoming from the moment I arrived and provided some of the best customer service I’ve experienced in a long time. His positive attitude, professionalism, and willingness to help made my birthday trip feel extra special. Even though some of my original birthday plans didn’t work out, my stay at the Omni ended up being one of the highlights of the weekend. I’ll definitely be back and highly recommend this hotel to anyone visiting Charlotte.

I don’t understand why there is no complimentary breakfast in this so called luxury hotel. I only chose this hotel over other luxury hotels because this one had a pool and I was so disappointed when the front desk people told me that the pool is closed due to maintenance. This is one thing most people go to luxury hotels during summer. This is not a great experience for me. Don’t spend your hard earned money on this one. Only go if your company or someone is paying for it.