Omni Dallas Hotel

We were in Dallas for a work conference and were very excited to stay at the Omni Dallas Hotel. We stayed at the Omni Boston last year and had a wonderful experience, so we expected a similar level of service. Unfortunately, this stay was a stark contrast to our previous experience with Omni. We had multiple issues with guest services throughout our stay. We requested towels five separate times before finally receiving them. We also had to request a comforter multiple times before one was delivered. At one point, housekeeping actually removed the extra roll of toilet paper from our room, and we ended up completely running out. Any one of these issues on its own would have been minor, but the repeated lack of response and follow-through became incredibly frustrating. The level of service we received would have been more understandable at a budget motel, not at an Omni property... especially given the level of hospitality we have experienced with Omni in the past. We were genuinely disappointed because we had been looking forward to staying here. Our experience at the Omni Boston set a very high standard, and unfortunately, the Omni Dallas fell significantly short of that standard during our stay.

Unfortunately, our overall experience at the Omni Dallas was very disappointing. Both my wife and I have physical disabilities and mobility limitations, and we found the hotel difficult to navigate throughout our stay. Several areas of the hotel were not easily wheelchair accessible, and we encountered multiple doors, entrances, and exits that were difficult for us to use. What made this more frustrating was that staff often did not offer assistance, even when it was obvious that we were struggling with doors or mobility equipment. One of the main reasons we selected this hotel was its proximity and access to the convention center. Prior to booking, we were not aware that construction would prevent us from using the sky bridge. We had expected to use the sky bridge specifically because it would have significantly reduced the amount of walking required for us to attend our event. Had we known about the construction and loss of access beforehand, it may have affected our decision to stay here. We also ate breakfast at Texas Spice during our stay. Our breakfast on the first day was great, but our experience on the second day was completely different. Our waiter was not attentive and did not bring our check in a timely manner, so we paid at the table with a female staff member who was wearing a black suit. As we were leaving the restaurant, our waiter confronted us near the door and stated that we had not paid our bill. His approach made us feel as though we were being accused of trying to leave without paying. We explained that we had already paid another staff member because we had been waiting for him to bring our check. He became visibly upset and hurried back to the table to check. After apparently confirming that we had paid, he never returned to apologize. He simply walked away appearing irritated. It was embarrassing, rude, and completely unnecessary. Unfortunately, the problems continued when we checked out. After requesting assistance with our luggage, we waited approximately 30 minutes for someone to come to our room and help bring it down to our vehicle. Because of our mobility limitations, this was assistance we genuinely needed. Once our vehicle had been brought around by valet, we encountered another frustrating situation. We had our own spare key with us so we could unlock the vehicle, but the valet employee told us that he did not have our original key and did not know where it was. I questioned how that was possible since the valet had just driven our vehicle to the front of the hotel. Instead of immediately trying to locate the key, the employee became dismissive and rude and demanded that we give him our spare key. We explained that the key we had was our personal spare and that we expected the valet service to return the original key that we had entrusted to them. The employee became visibly irritated, huffed, went back to the valet podium, and stood there glaring at us before eventually finding and returning our original key. Overall, this stay was extremely disappointing. Between the accessibility difficulties, lack of assistance from staff, the unavailable sky bridge due to construction, the embarrassing incident at Texas Spice, the lengthy wait for luggage assistance, and the rude interaction with valet over our vehicle key, this was not the experience we expected from an Omni hotel. The hotel itself may be nice for guests without mobility issues, but based on our experience, guests with physical disabilities should be aware that navigating the property and getting assistance may be challenging. We expected a much higher level of accessibility, professionalism, and customer service from the Omni.

Everything about the experience was amazing. From check-in to check-out, I felt seen and valued. Everyone was pleasant, thoughtful, and particularly helpful. Omni has a motto along the lines of aiming to be a hotel guests love as much as the team. It's clear that the team loves the company, and now I'm ready for my family and me to be counted in that number.

The Omni was clearly not prepared to staff their dining appropriately for the crowds expected over comic con weekend. Our group had dinner the first night at Black Ship; we were seated for 20 minutes before a busser sheepishly asked if we’d ordered. We said no, and they went to find someone to place the order with. Our cocktails were forgotten until we reminded them, one of our party ordered a roll and a salad and while the roll was fine, they completely forgot the salad. Instead, they brought the same roll (something no one at our table ordered) 4 times. Every time we asked where the salad was, after telling them we did not order that roll. One of our party ordered an additional cocktail, which was never brought. Finally, as they were shutting down the kitchen they asked if we still wanted the salad—yes, we did, as the person it was meant for was vegan and still needed to eat. A manager came over, sincerely apologized for the service, and confirmed our name and room number three times, assuring us that a complimentary bottle of champagne would be sent to our room for the trouble. Shocker, it never came. The next day, we had lunch the at Owners Box. Our vegan party member specifically requested a VEGAN burger, with the upcharged beyond beef patty. When the burger came it was drowning in mayo based sauce, and she had to wipe the patty off to eat that with the side of fries. When it was brought up with a manager, we asked that we be charged for a side beyond patty and side fries—the only things she could eat. We did not want the food remade because we had an appointment to keep and could not wait. Instead, we were still charged full price and the manager brought over a remade meal in a to-go bag. It was left in the hotel fridge and never eaten. On the final day we requested room service; bacon was missing from one meal, and the avocado toast that we ordered (which we very clearly and specifically stated needed to be vegan, NO dairy and no meat) came slathered in parmesan cheese. Our vegan party member scraped everything off and ate the bread. For this they did comp the meal, which was appreciated. Finally, upon check out, we realized we were charged for THREE vehicles in valet, not two. We were charged an extra $86.60; we’ve emailed the assistant manager and are waiting on a refund, but given the otherwise poor level of service, we’re not holding our breath. Overall, the accommodations were fine and the staff were nice, if entirely overwhelmed and unprepared for the crowds they were facing. This is not at all the level of quality one would expect from a “luxury” hotel chain, and not even kind of worth the price tag for the experience we had. I imagine this would be a much less significant problem for a party with no dietary restrictions, but that’s not the party we were in, and dietary restrictions are a completely normal and common accommodation to account for.

This is our third year attending the Fan Expo Dallas and staying at the Omni Hotel. We chose that hotel because of the convenience of being connected to the convention and not having to walk outside in 100-degree temperatures in costumes. The cost is high, but it is supposedly a high-end hotel. Last year we had an issue with parking, which went okay this year for us, but we also arrived a day early just in case. We were not notified that the Sky Way that was the selling point for this hotel, was completely blown to smithereens! Not notification from the hotel itself or the Expo. My son and daughter were very upset that they had to walk outside in 100 degree temps down a steep hill, across two busy streets to get to the convention center! In costumes no less! Very disappointing. My special needs son almost got hit by a car on our way there. The next issue we had was waiting over 40 minutes to be seated at the Owners Box bar. I tried to be understanding as it was a Saturday night and busy with the convention. However, after we got seated, we did receive drinks quickly but that was it. Another 20 minutes goes by and no one had come to take our order. We wanted to leave but my special needs son was looking forward to the dessert he had there in the past, and he was having a complete meltdown about leaving. We finally convinced him to leave, albeit with stares and comments from the other patrons as he threw a fit on the way out. Again, very disappointing. Lastly, we had called for fresh towels at 5pm Saturday, they never arrived. I had to call back at 10pm and they finally showed up at 10:30pm. I was offered a food and beverage credit, but at that point we were going to bed and had to check out early in the morning to head to the Expo, so no time to even stop for coffee since that line was huge. The hotel inside is very nice, the pool is fun and the rooms were comfortable and clean. I just wish they could get their act together because for a high-end hotel, it was not worth the money!