Omni Charlotte Hotel

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.

Booked Omni last minute due to an unexpected layover. Hotel looks great from the outside and the entry. Staff are super friendly. Biggest complaint is that the water in the shower is lukewarm at best. For the price (and rating), I would have also expected more amenities in the room. There was only one bottle of water for three travellers, no mini bar, no toothbrushes etc, but we were able to call the desk and have some brought up to us. Breakfast in the morning was pretty good. Service was attentive and friendly but the food was slow coming out. Biggest issue with breakfast was that it really wasn’t clear to me how it worked. I paid in advance when booking the room but was still brought a check, which I then signed to the room. All ok, but the process was opaque to me. At check in they gave us three drink vouchers, we used these for coffee in the morning but since we paid for breakfast with the room, I don’t think we needed to do that and no one mentioned it. There’s a pool but it was under repair. General feeling was that the hotel looks great when you enter, looks good online, price and rating make it seem like you’re going to get more than you do. Rooms were consistent with a three-star hotel and the water not being hot was a real drag