Unfortunately, we were very disappointed with our recent stay with the “Romance Remembered Package”. The “package” details provided on the website include a “Romantic turndown service including robes, music and lighting, a bottle of Chandon Brut. Bed was turned down, robes in closet, no music/special lighting?? I had spoken with “acting Concierge” Matt Early on the day before arrival to set up a personal request for a special occassion. He suggested a bottle of champagne and two slices of the Omni’s famous chocolate cake to be delivered at 8:00 pm (my choice of time) and that sounded very nice in honor of our celebration. Upon arrival, the valet service was excellent, choosing to valet park and assistance with our luggage. Check-in was rather un-eventful, as the clerk never greeted us or smiled. He told us our room was ready and the bellman would explain the amenities!! Fortunately the bellman ask if we were familiar with the area and picked up a map of the local area. He also turned on the lights, opened the drapes, set up our luggage and got us ice and ask if there was anything further he could do to make our stay more enjoyable. I regret that I didn’t get his name as he was awesome! While settling in, I looked over the items provided at check-in. We had one voucher for breakfast for a two day stay, so had to go to the front desk for the second one. Around 5:00 pm a bottle of champagne and two slices of chocolate cake was delivered. I didn’t think anything about it coming at 5:00 as I knew we were expecting the Chandon Brut around this time, so I thought someone probably included the cake at this early delivery in error. Until after 8:00 pm and nothing was delivered to the room, I called Guest Services. The woman I spoke with said she saw that champagne & cake order for 8:00 pm and would check into it. She called back and told me that it was considered delivered at 5:00 pm. I disputed this as the afternoon delivery was included in the package our reservations were under and in honor of our special occassion we were to get the champagne (didn't ask for more cake!!!)she continued to stand by the 5 pm delivery as fulfilling the 8:00 pm special occasion delivery and package wine/champagne. At this point I was not willing to argue the point. Also, we ordered in-room dinner and upon delivery advised they couldn’t make the Rueben sandwich because they were out of sauerkraut, but the dinner was at no charge. We also had breakfast Sunday morning and dinner in room with no issues. On Sunday evening there was no champagne delivery at around 5:00 pm, so again I called and Guest Services stated it should be on its way but would check to be sure. It was finally delivered. After all of these negative experiences, I was offered an apology and an upgrade and breakfast for my next stay. The last morning, our beverage service was coffee for one, even though it was marked for two. at this point why bother??? When checking out on time (had requested late check-out) Monday, the same clerk was at the front desk, but he never even looked up when I put the keys in the box at the front desk. The bellman/valet was prompt and courteous when picking up our luggage and loading it in our car. There are certainly too many fine hotels in the area to be charged such a high price and not deliver the options or service as expected.
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Thank you for sharing your feedback and we also appreciate that we had the opportunity to speak directly with you about what happened. We truly hope that you felt as if your concerns were appropriately addressed. We apologize again that we did meet your expectations or our own and truly hope for a future opportunity to provide you with an exceptional stay.
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