For an intentionally planned Valentine's weekend getaway, this was the worst hospitality experience at a resort we've ever experienced. From the moment of arrival at check-in and throughout the visit, there were countless issues wrong with our stay. I'm used to staying at the Four Seasons (the standard and exquisite customer service) and other resorts, including Club Med, Secrets, etc.. as well as the iPrefer network of hotels. These are unforgettable experiences. However, I had the complete opposite at this historic hotel. I'll list as many as I can below. 1. We forgot our toothpaste. When asking for the front desk to please bring us toothpaste, we were told that housekeeping was not available and to come and get our own toothpaste on Friday morning of my stay. The assumption that we deserved to be inconvenienced in leaving the room in our robes before showering to prepare for a fully packed day was disrespectful. 2. Seen as a separate issues (yet the same topic), I had to call back and request (demand) that we have toothpaste delivered to our room. When toothpaste was finally delivered, it was one measly tube. With two guests registered to the room, why would we only receive one small tube of toothpaste. Other resorts would bring an entire kit with a toothbrush or even multiple tubes of toothpaste understanding that we're human and simply forgot. 3. The entire stay, my partner was called "Mr. Butler" when we repeatedly shared that I'm Ms. Butler and he is Mr. Washington. We are not married yet and dating. In making my reservation, I mentioned that there are two names on the room and requested his name be added to the reservation. When we arrived and discovered that his name was not included on the reservation, the "staff in training working as part of a program from the Phillipines" mentioned that he could just come to the desk and use my name. We found that disrespectful and defeated the purpose of us making sure he was seen as a separate name given that we're not married yet. If we were married, I'd have his last name. So, it was a very odd experience for everyone to call him Mr. Butler vs. his name which is Mr. Washington. Actually, we should both be called Dr. Butler and Dr. Washington. 4. We were reserved to eat dinner at the Audobon. My partner mentioned that he had an allergy issues with onions. The waiter was not accommodating at all with his request sharing that there was nothing he could have on the regular menu. He asked if he could have an item on the Valentines menu and was told no since we didn't order from that menu. Customer service, especially related to an allergy and guest experience would involve making it possible for him to eat the item off the Valentine's menu. 5. In the same place for dinner at the Audobon, my partner asked for a frozen daiquiri drink. The waiter returned and shared that he could not accommodate his request because the blender was broken. It's so unprofessional to report that a blender is broken at a resort of this "caliber". Once again, he could not get what he was expecting and this made for a terrible experience. 6. In the same place for dinner at the Audobon, I ordered sea bass, which I've had numerous times at different places and even cooked myself at home. This was the worst sea bass I've ever tasted. It was low-quality and almost crispy on the edges. Very odd dining experience. We didn't eat that evening and overally, we were disappointed that the resort restaurant would allow us to walk away not having dinner that evening. Thankfully, a staff person found us walking away on the other side of the resort and listened to our experience and our needs. He agreed that it was terrible to have experienced the lack of customer service and ordered food for us to be delivered to the room instead. This was all so disappointing that he had to even do that. I expect better from an Omni Homestead Resort. 7. Upon arrival, we were not given a run down of the property and layout or even high level insights on where to go for different amenities. While we worked hard to schedule excursions and experiences with Habiba (in-house reservations) who we LOVE, the actual stay was so inconsistent with the experiences / excursions booked. Also, disappointing. Because of this we stumbled across the resort to find different rooms for each event scheduled. This included requesting support at the front desk about the location of the wine dinner ($140 per person). We were told that the location was unknown and that the concierge systems don't talk to the other system at the front desk. This is not our concern. As guests, you're supposed to experience hotel staff finding a way to get us a location to make our dinner on time. As first time guests or even returning guests, you're never supposed to hear what's not working, what systems don't talk, etc.. You say, "thank you, let me find out for you....". We spent so much time causing us to be late to the dinner finding out the location of the wine dinner on our own. We didn't realize there was a newer wing of the hotel. This was also disappointing. 8. Perhaps, the most disappointing experience as if the others aren't bad enough on a Valentine's weekend was the error of the spa with my appointment booked well in advance. We had an 80-minute massage experience booked on a specific day designed for relaxation including the Warm Springs Bathhouse later that evening to top off the day. When checking into our massage, my partner was given a male massage therapist. We specifically requested two female massage therapists. This was so disrespectful and disappointing. He does not want a man massaging him and I've never desired a male massage therapist. That threw our entire day off because there were no more appointments available. In tears because this was an integral part of our Valentine's experience, I waited with my partner as they tried to find a new time. They offered individual times. We said no becuase the point was to be in the room together as a "couple". Then they offered a complementary couples massage the next day. 9. The complementary couple's massage was pleasant for my partner and terrible for me. We had two different experiences and two different therapists. My therapist had bad breath, was breathing very heavy (panting and distracting my experience the entire way), and not as attentive to details. She didn't even ask if the pressure was ok at the top of the massage. My partner got the complete opposite - attention to detail, pressure and total relaxation. I will keep names private because I'm a professional. However, my experience was worse than a Massage Envy and not resort standard at all. The offer of a new massage at 12 noon the last day at checkout was great, but not complementary. I was told I'd have to pay for this one with a 10% discount. I took it with further disappointment because I just wanted something to go well in our visit and I deserved some kind of relaxation. Thankfully, this therapist who worked on my partner was amazing. Moving that massage to the checkout day was further inconvenience for us as we had SuperBowl plans that were delayed because of all these issues and the schedule being messed up. 10. The cherry on top of all the bad experiences is the number of staff who complained during our visit about the changes in ownership through the years. We couldn't believe the levels of dissatisfaction in the Omni Homestead's own staff. While it's clear staff have been there 10-45 years, this came with verbal expressions of disappointment in the "corporate" approach to hospitality and moving away from the personal touch. Honestly, while I can't stand that staff expressed this while we were there, I would say they are clearly right. Every point of dissatisfaction is what I experienced. There was no attention to detail and mediocre service at EVERY turn. Even the snow tubing machine broke down getting us to the top of the hill multiple times and the steam room and other amenities at the spa was broken. Of the four day visit, the hot water didn't work two (2) of those mornings. How disappointing! I will never stay at the Omni Homestead again and do intend to share this experience with our expansive network. I am utterly disappointed and frankly shouldn't have to pay for any of this visit. If we didn't love each other, this visit would be a total disaster (except for dinner on night one with Claudia and Salsa dancing). What's consistently dissapointing is that managers and leaders at the hotel were comfortable with this level of subpart service. After complaining a few times, we were expecting Robert Muehlich, the Resort Manager to get in touch with us. We were even told that he'd be at the wine dinner. We hoped to cath him there to share our experience. However, we missed him and heard he only came to the reception. Why should we have to run staff down to be heard given our bad experiences? As we were checking out, I'm grateful to Markell Wood for listening. However, what's clear is that if we didn't press and my partner asking, "Who would be the next person in charge if there was a fire?", it's clear that we would've never met him as the young lady at the front desk mentioned that Robert was in flight to Houston and would not be available until Thursday. If there's anything you can do to make us whole, please do. Otherwise, I'll be sharing this across all social media platforms and our networks. This experience was sorely disappointing.…