Omni Royal Orleans

I paid for a Deluxe Room during my stay, but I was instead given a Petite Room. The difference was obvious as soon as I entered. I went to the front desk, showed my reservation confirming I had booked a Deluxe Room, and was assured that I was in the correct room. I then showed photos of the room listings online, and it became clear that I was actually in a Petite Room. Rather than acknowledging the mistake, both the receptionist and the manager insisted I was wrong and told me nothing could be done. It wasn’t until I stated that I would cancel my reservation and request a refund through Expedia that the manager finally offered to move me—but only the following day, despite my stay being five days long. She presented it as though she was doing me a favor, even though I was simply asking for the room I had already paid for. To avoid disrupting my wife’s trip by searching for another hotel after we had already arrived, I reluctantly accepted the offer. The next day, while moving rooms, the bellhop immediately confirmed that I had been staying in a Petite Room and even laughed because the difference was so obvious. Based on what I was later told, the hotel had overbooked due to a wedding and appeared to place me in a lower-category room rather than honoring the reservation I paid for. What disappointed me most was not the initial mistake—it was that multiple staff members denied it instead of being honest and working to resolve the issue from the start. Also it is in a good location but the rooms don’t look as nice as the photos and the walls are thin.

The Omni Hotel was centrally located in the French Quarter. It was within walking distance from everything. The overall stay was good. There was minimal outside noise at night so that you could get a good night's rest. The staff was very friendly. The room was smaller, but they did advertise it correctly, and it wasn't a surprise. The drawback from this weekend were only two elevators were working the entire weekend. This resulted in long waits for the elevator during peak times. Also, I never received the checkout link via email, nor my receipt emailed. It appears there is something wrong with the system.

We had our family reunion there and I will only stay at Omni Royal from now on if I'm in New Orleans. The service was top tier, the staff all deserve recognition for their excellent customer support. We felt like royalty for the entire trip and are so appreciative of the experience you gave me for my first time there.

The primary reason for my scores was the overall cleanliness of the rooms. Both rooms were very dirty and appeared unkempt upon arrival. The condition of the rooms did not meet the standard I expected. I also experienced issues with the reservation process. I booked two rooms through American Express, but at both check-in and check-out, I was only allowed to manage one reservation. Even though I made and paid for both bookings, I was unable to check in or check out the second room because only the person I had listed as the guest was permitted to do so. This created unnecessary inconvenience and made the overall experience frustrating.

We reserved two rooms with one room being the worst two night’s sleep. I informed the front desk on arrival the room was hot and was assured engineering would be notified. We received no follow up and no cool room.