I have been staying in Omni hotels nationwide for the past 15 years. It is one of my favorite chains because it is customer service-oriented, with special attention to each guest, not like other chains, which are more commercial.
I have been in this hotel several times; there were a few glitches, unusual for Omni, but I let it go as things can happen, and my past overall experience was good, but this time it was a nightmare.
I had a horrible experience with the valet which I had concerns that someone stayed in my car which would be unauthorized use, I reported it then the valet supervisor took a unauthorized picture of my driving license on his personal phone which I give it to him to confirm my ID thenand refused to delete it and lied about deleting it then the font lobby director Lisa Gordon who said noone of this happened despite she wasn’t there in evening and was very rude and said ( I am telling you no one of this happened ) then morning security Ashton green who said we don’t want to hear your story we read it from yesterday report, I will tell you what happened and when I requested the name of valet supervisor who took my DL picture without my conset and the valet who serviced my car, Aston Green refused and said you will need to subpeneo to get this, (I will not give you any incident report or documentation of what happened, what you said never happened will have to subpeneo and you had no right to ask the supervirsor valet to delete your DL pictue( which he took without my consent ) from his phone ) !!!
So for details
On arrival I valet my car then next day in the morning , I noticed the sit was reclined as if someone was lying in it , and the temp of the car was changed to cool with high fan, it is expensive car to figure the temp buttons and recliner takes some time so mostly there was someone lying resting in my car which is unauthorized use , I brought that to the attention of the bell guy who was the only one there , the valet supervisor was not on site yet, it was around 11 am on Friday , I went to my errands then came back in the evening , when I came back I asked to speak to the manager , a middle age employee came didn’t introduce himself nor had any card , he had small name tag maye be (cosmo) was on it , not sure of name , he said he reviewed the cameras and a tall valet moved my car so he needed to back the sit , I told him backing the sit is usual if someone taller than me but reclining it to position where you can lie and rest on it is in unusual he said he wanted more room then why he changed the temp of the car to cooler weather and high fan, and it takes a time to figure how to do it in busy valet and garage just steps away it would be unusual and unnecessary, he couldn’t answer , he said no one moved the car , I told but did you check 24 hr camera that no one stayed it which would be unathorized use , he can easily spill something wipe it then it will show in weeks to month in the car as mold which requires the whole sit to be changed which would be very expensive or something else can show up later, the valet supervisor kept repeating that no one moved my car from garage then asked for DL to confirm my name I gave it to him to confirm my ID then he at once took a pictue of my DL on his personal phone without my consent , I told him I didnt authorize you to do that you need to delete the picture of the my DL , he said I need it for your info , I told him the details you can take from the front desk , I want you to delete it from your phone , he didn’t want to then showed it on his phone that he clicking on button (move to) and said here is it I have deleted it and deleted it also from trash can , I told him to do that you need 2 steps which I didn’t see it then he took the phone and just moved it and said fine here I am doing it , I went to the lobby asking for the manager to report about my car incident then new one with the valet supervisor took my DL without my consent and I am worried about misuse of my sensistive information then after 10 minutes the lobby door asked I wnet back to the valet supervisor and aksed him to show me his junk mail , he showed me the DL copy was still there ,, he lied about deleting it and insisted to keep my sensitive information on his phone without my consent , I doubt he ever delet my driving license from his personal phone and he had enough time to share it or email it anywhere as I came after 10 minutes it is still there on his personal phone
I went to the night front lobby manager and asked is this was the protocol she said no, and took my complaint, I told there are cameras to confirm everything so first there was my concern that someone used and stayed in my car which is unautoirzed use which could cause damage which could show later, then I have a valet supervisor taking my DL photo on his personal phone without my consent and lying about deleting it and insisting about having the DL information on his phone and that I am worried about misusing my sensitive infmration and hurt me, the front lobby manager wrote my concerns and said lost and found security will contact me in the morning.
In the morning I approched twice the front desk that I would like to speak to the security the second time (Lisa Gordon) who was very rude and said I read everything and what you are telling never happened, I told her how did you know did you review the cameras you just read, she brushed me and her tone became louder and said I am telling you this didn’t happen I am not talking to you; talk to lost and found.
I spoke to lost and found the security they were 2 agents one of them doing most of talking (Ashton green) started to attack me saying what I said never happened, I asked if he reviewed the cameras and why did the valet supervisor took my DL photo on his personal phone and kept it, despite me asking to delete it , he didn’t answer then said it never happened and that Ihad no right to ask him to delete it frm his trash can on his photo and when I asked for incident report or name of the supervisor valet and the valet who serviced my car,(Ashton green) said I am not giving you anything, no incident reports no names , you will need to subpeneo by judge order to get this info.
In summary, my main issues are the valet's unauthorized use of my car and the valet supervisor's taking my driver's license picture without my permission and refusing to delete it with my concern that he will misuse it . Hotel staff, including Lisa Gordon and Ashton Green, denied my concerns and complaint, refused to provide an incident report or the names of employees, and said I needed a subpoena.
This is not the experience you would expect in such a luxurious hotel. When something went wrong, instead of de-escalating and acknowledging the issue, it was escalated at every step, leading to further problems. The staff was rude and tried to deny and hide the events, which was clear misconduct and had never happened to me at this chain or branch before.
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