Where do I begin? The bell/valet staff is welcoming and courteous. That unfortunately does not translate to the front desk. We arrived before the normal check in time so it was understandable that our room was not ready. We went to the restaurant (Dress It) to have lunch but that will be a separate review. When we returned to the desk approximately an hour later we still had to wait for our room to be ready, still not a problem. The room was as expected, small but comfortable, The first night passed uneventfully. The next morning on my way to breakfast I fell in front of the elevator on the tiled floor which had been cleaned and was wet. Did I mention that there was no WET FLOOR sign (They corrected that by placing a sign on there for the rest of the day) even though the floor was dry. My friend called the front desk who sent up an employee who looked at me getting up from the floor and asked "You fell?" Really!!! Duh!!! I had to request an incident report be completed (which I still have not seen) and ask for an ice pack (which was a shoe shine bag with ice in it). Four hours later I received an amenity of water and cheese and meats (all of which I am allergic to) and a card saying Get Well. Sweet as that may be that was the extent of the hotel following up. But I get ahead of myself. I limped to breakfast and had to eat with my leg propped on a chair but the disappointment was seeing the price for breakfast. I had added breakfast to my reservation for the discount I was supposed to receive:
ART OF BREAKFAST
Breakfast- Save 25% and start your morning with the "Art of Breakfast" buffet
Our extensive buffet offers a flavorful range of breakfast options. Experience made-to-order omelettes, fresh fruit, cereal and breads with your choice of a cappuccino or latte. (Regularly $19 per person)
Price inclusive of tax. The “Art of Breakfast” buffet is served daily from 7:00 a.m. to 11:00 a.m.
So I prepaid $14 per person only to find that the regular price was $14.95. I appreciate the savings of $.95 but that is false advertisement. Nevertheless I continued on determined to enjoy my only vacation of the year. The last night in the hotel I requested an amenity which I had prepaid for when making my reservation.
SKILLET COOKIE & SOOTHING SLEEP KIT
Dessert- End the day with a skillet cookie and soothing sleep kit
Our signature chocolate chip skillet cookies are baked to order and topped with vanilla bean ice cream and drizzled with chocolate sauce. Also included is a soothing sleep kit containing a calming sleep CD and 1 Badger Sleep Balm to enhance relaxation and serenity.
Items will be delivered to your room upon your arrival unless specifically requested at another time. (Regularly $26)
I enjoyed the cookie dessert as a treat at the end of my trip. That is until I got the bill which charged me a second time. The dessert itself costs $5.95 on the regular menu. With tax and room service charges it comes to $11.01. I have yet to receive the sleep kit which is advertised with the amenity. When I saw my final bill and went to dispute the additional charge I had to spend ten minutes waiting while two staff members scrutinized all the charges.
So to sum up this already long winded review which I can now call a rant:
The bell/valet staff is wonderful.
The restaurant staff (with the exception of Layla) at the bar is dismissive.
The front desk staff needs to be retrained on customer service.and handling accidents which happen on property.
The property although beautiful is in need of an upgrade (as evidenced by the peeling paint)
As an OMNI select guest I did not receive the amenities which I am entitled to and I was disappointed with the ones I paid for.
There are two major questions which you can ask at the end of all this:
1. Did I complain or alert the staff to my disappointment with my stay: yes and no
Yes regarding the charges, but no regarding the smaller issues. When you experience no real care or concern regarding your stay and only the scripted responses which you get in any other property regardless of rating what is the point of voicing small concerns when the larger ones are not addressed.
2. This is the question you are always asked: WILL YOU RETURN - With all the other properties in New Orleans I can confidently say NO!!!
- Official Description (provided by the hotel):
- Residential-style Boutique Hotel located in the heart of downtown New Orleans business district, 2 blocks from French Quarter. ... more less
- Reservation Options:
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- Also Known As:
- The Omni Royal Crescent Hotel New Orleans
- Omni Royal Crescent
- Omni New Orleans
- New Orleans Omni