The Omni Homestead Resort

There were several opportunities to provide exceptional service that were missed. On our arrival day we arrived around 4pm, the lady who checked us in had zero personality and wasn't remotely friendly. She provided the necessary info to get to our room, handed us a hotel map and then called the next person over. We then went to our room dropped off our bags and came back down to the lobby bar for a drink. The refrigeration in the lobby bar was broken so they were having to go to Jeffersons to get cold drinks which made the wait for every drink extremely lengthy. We had dinner at Jeffersons Bar and the service and food were both great there so no complaints. Our son decided that he wanted to go to the indoor pool so we went back to the front desk to ask how to get to the indoor pool. The same lady that checked us in provided directions to the pool and we went on our way. We went to our room to change into pool attire and then made the rather lengthy walk to the pool only to be told that it was closed due to a mechanical failure (second one of those in one day but won't be the last). She said that the front desk "should" have been aware before directing us to come to the pool but that obviously wasn't so. So then on the way back to the room we decided to stop by Jeffersons bar and get a drink. I ordered a local draft beer and was informed that all of the draft taps were broken. We then gave up and retired to the room for the night. Day 2: I booked a pool cabana for the day several days before the trip. I inquired several times during the booking about the cabana and pool hours and was told 8am-3pm every time. So on the morning of day 2 we woke up extra early so we could grab breakfast in the main dining room, which was excellent, and then made our way to the pool just after 8am. Once there we approached the towel stand and a young blond female was the rudest person we encountered on the whole trip. She seemed annoyed that we existed and told us we were at cabana 6 and provided no direction to where that actually was. A nice man who was cleaning up overheard our interaction and stepped in to escort us to the cabana. While walking to the cabana he told us that the pool actually doesn't open until 9am but that we could go sit in our cabana until then and then we could swim. So we waited at the cabana until 9 am. We turned on the tv but couldn't change the Chanel as the satellite remote was broken and would be replaced later in the day with a working remote once the servers arrived. Once my wife and son entered the lazy river at 9am they were immediately told to get out that the lazy river doesn't open until 10am. This makes zero sense to have one open at 9 and the other at 10. So we figured we would go back to our cabana and order a drink and wait for the lazy river to open. Wrong again.. servers don't come in until 11am. So then we went and got in the pool/hot tub until the lazy river opened and then moved over there. Our cabana server arrived just before 11 and she was absolutely amazing. One of the nicest people we encountered on the entire stay. Once our pool day was over we went back to the room to shower and get ready for kids club/dinner. We only had 2 towels in our room so I called the front desk to get towels. After 6 times calling I finally had someone answer the phone. They said they would send towels up and they never came. Eventually I had to go out into the hallway and track down a housekeeper and get towels from her. She only had 2 left on her cart so I took those and went back to the room. This meant we wouldn't have enough to shower in the morning so I knew I'd have to get more later. The next morning we had activities booked so I got up and called the front desk first thing to get towels. Again it took multiple calls to get someone to answer and again towels never showed up. At this point I took it upon myself to find an unattended housekeeping cart and grab 4 towels before going back to the room. Our activities and final day at the property went well other than a server in the lobby bar who never checked on us a single time even though we were seated at a bar table so we had to keep getting up and asking the bar tender every time we needed something. Dinner at woody's was amazing with the food and service both being excellent. Our final morning we grabbed breakfast at the coffee shop and the seating area was extremely dirty. The tables were mostly all dirty, the seating was stained/soiled with food all over many of the chairs and it just overall felt gross. I raised these concerns at checkout and was not offered the opportunity to speak to a manager or offered any type of apology, or anything. We have stayed at this property multiple times and normally it's amazing. This time it just seemed disorganized, in disrepair and that there was a lack of communication between the different departments that made the experience feel clunky especially given the premium price we guests pay for everything.

Always satisfied with our stay. Very friendly staff, always aim to please. We have tried archery, skeet shooting, guided hike, span and warm springs.

We were looking forward to a quick family getaway after the 4th of July and came away with a mix of great memories and significant disappointments. The highlight of our stay was, without question, the pool complex. Our kids absolutely loved the waterslides and lazy river, and we spent much of our time there. We also enjoyed the complimentary lawn activities and walking around the beautiful property. The grounds are stunning, and there are plenty of opportunities to create special family memories. Unfortunately, our experience started with frustration. After a long day of travel, we arrived hungry and eager to settle into our room. We waited what felt like an unreasonable amount of time for our luggage, only to have someone else’s bags delivered to our room. We then had to help resolve the mix-up and retrieve our own luggage. It was a minor issue in the grand scheme of things, but not the first impression we expected from a luxury resort. The room itself was beautifully designed and decorated. However, the first thing we noticed upon entering was a strong musty odor. We had clearly communicated in advance that we would be traveling with three children and were assured that accommodations would be available for all five of us to sleep comfortably. When bedtime arrived, we called for the promised rollaway bed. After several attempts to reach someone, we were informed that all rollaway beds had already been claimed for the evening. As a result, our family had to squeeze into the existing beds, making for a very uncomfortable first night. To make matters worse, the air conditioning unit was extremely loud throughout the night. Our room was located at the end of the hallway directly beside a storage room where linens, pillows, robes, and other supplies were kept. The door to this room remained open throughout our stay, exposing what appeared to be a damp, poorly maintained storage area with items stacked directly on the floor. This did not align with the luxury experience we expected. We also found multiple insect shells in both the room and bedding area, which only added to our concerns about cleanliness. At times, I found myself joking that we were “camping indoors” just to push through and focus on making family memories. Thankfully, the kids were having fun, which helped us make the most of the weekend. One recurring theme throughout our stay was a lack of attention to maintenance and cleanliness. The resort has clearly benefited from a major renovation, and the design is beautiful. However, the day-to-day upkeep does not seem to match the investment that has been made in the property. Martha’s Market, for example, was charming and beautifully decorated, but consistently felt neglected. Breakfast trash was frequently left behind, food crumbs remained on tables and floors, and many surfaces felt sticky. Throughout the weekend, it often seemed as though basic cleaning and upkeep were being overlooked. Another issue that became increasingly apparent was staffing. While every employee we interacted with was polite and doing their best, the resort appeared significantly understaffed for the number of guests on property. Given that this was immediately after a busy Fourth of July holiday weekend, many employees seemed stretched thin and exhausted. Long waits, communication breakdowns, delayed service, and missed details felt less like individual mistakes and more like the result of a team that simply did not have the resources needed to operate a resort of this size at the level guests are paying for. Communication with the front desk was another challenge. Simple requests were difficult to resolve, and there seemed to be a disconnect between what was promised and what was actually delivered. For a resort that charges premium rates, the level of service fell short of expectations. Because many of the paid activities are quite expensive for a family of five, we focused on taking advantage of the complimentary offerings. Fortunately, the pool, grounds, and family time together allowed us to create some wonderful memories despite the frustrations. Our final experience unfortunately summed up the stay. We paid an additional fee for a late checkout so the kids could enjoy one last swim. When we returned to our room cold and wet from the pool, we discovered that our keys had already been deactivated and we were locked out. After calling the front desk, the solution offered was for us to come down and get new keys ourselves. The Omni Homestead is undeniably beautiful at first glance. The architecture, recent renovations, grounds, and pool complex are impressive. However, beneath the surface, we experienced repeated issues with cleanliness, maintenance, communication, and guest service. We still made wonderful family memories, but those memories were created despite the resort experience rather than because of it. I left feeling that the biggest issue is not the renovation itself, but the lack of attention to detail and the apparent shortage of staff needed to properly maintain and operate such a historic property. Until there is greater investment in daily upkeep, communication, and guest service, our family will likely choose to vacation elsewhere. The kids loved it! Parents had concerns.

The Omni Homestead is a Beautiful and family friendly resort. The hotel is charming and elegant but comfortable and relaxing. The grounds are beautiful, the pools are great and there are many options for fun things to do. The food options are limited and expensive, but the staff couldn't be nicer. We have been several times and is a favorite place to vacation for my family.

Our recent trip to The Homestead ended up being excellent thanks to the on-site staff. Our trip started rough due to a mix-up with incorrect expectations set by the Omni central reservations line. We were traveling with three young kids so any mix-ups are very stressful. Audrey and Putra completely saved our vacation. They stepped in and were able to go above and beyond to make things right. They turned a stressful first night into an exceptional trip. Beyond the fantastic service, the resort itself was wonderful. Our favorite part is the water park. We have three kids ages 6 and under, and there is truly something for everyone. The water slides are a massive hit for our oldest, everyone loved the lazy river and the big pool, and the splash pad provides a perfect, safe spot, where we could relax while the kids played. It is a beautiful, historic, and incredibly special place. We can’t wait to go back.