I was invited to serve on a Praxis Health ad board held at this hotel (on ulixacaltamide, for essential tremor) and I had to take a redeye to make it, because the day before I still worked late, including an after-hours faculty meeting. I informed the organizers and travel logistics teams that I won't be there for the reception (held on 4/2) and arrive at the hotel early AM on 4/3 - to be sure they inform the hotel about the late check in. My landing was at about 4:30 AM. Since the ad board only started at 9 AM, I still wanted hotel, as I was to sleep a couple of hours before the program (I live in Las Vegas, NV and routinely use redeye arrivals to attend meetings on the East Coast).
When I got to the hotel just before 5 AM, they seemed confused - they told me that they had me for 4/2 - apparently not having received the note that I was coming as a super late arrival (the wee hours of the next day actually). Of course that's not their fault - it was the logistics company that clearly had trouble handling this situation as they kept sending me information about the reception well after I had told them about my travel plans. Anyhow I explained the situation at the reception, they were still unsure what was going on, so they told me they have moved my reservation to 4/3 - and I said "okay" - even though I had a 6 PM flight home on 4/3.
In any case, I had this long intro to say that my sleep in these situations is extremely important, as it is short. If I don't sleep at all, I am a mess. I don't need many hours (my normal/physiological daily sleep need is under 6 hours) - I had a good hour on the flight, so if I could sleep another ~4 between 5 AM and 9 AM, I knew I would be in good shape. I went to the hotel room, when to sleep almost instantly (at about 5 AM), only to be woken up by the hotel's alarm. The WORST possible time, at 6 AM, when I was sleeping the deepest. I have a very high waking threshold, so I kept incorporating the alarm sound as it was going on forever, into my dreams and kept sleeping. For a while. Eventually I did wake up - first thinking it was my own alarm (which I set to 8:45 AM), then realizing that it was the hotel's alarm. Then I didn't know how to freaking shut it off. I tried to pull it out of the wall, failed - eventually had to wake up fully to figure out how to shut it. I did eventually sleep back and I was OK for the ad board, kind of, but this was EXTREMELY upsetting, as it was the worst of times this could have happened to me.
I will discuss some of the rest of the experience below, but I would say the absolute highlight was how they handled my complain about this. Rather than dismissing or minimizing how bad this situation was, front desk personnel truly, honestly, and deeply apologized, repeatedly. They brought there a manager, who also showed maximum understanding, compassion, and willingness to remedy this fiasco. They asked if I was an Omni Hotel member, I said that I wasn't. They said they would send me an email, with instructions to become a member and will grant me points for 1 night future Omni stay. I have not seen the email yet - of course it is weekend + Easter at that, so I am in no rush + even if there is no future hotel stay, I just appreciate the way they handled it, their expression of regret and acknowleding how this was a very bad situation alone satisfies me, as that was the right thing to do.
I would like to add that there have been other signs of organizational glitches. Besides my initial interaction upon arrival where they could not really grasp that I booked a night for just a few hours in the early AM, which is technically administered as a reservation made for the previous date then the day I am actually showing up, there was a similar confusion upon checking out. I was checking out at about 2:30 PM and 2 things happened. First, even though I told them I was in room #1407 they kept looking at the screen for some time (there was one person who handled it and next to her a junior associate, apparently in training), after which they asked me if I was Mr. Xxxx (some name, which wasn't mine). I told them that my name is Dr. Mari, then she apologized and found me, asking me what went wrong for me to leave a day early (as she had me to check out the next day, 4/4). I explained again the whole story about the ad board and everything. Then, once I made it back to Las Vegas, around 7 PM my time (Pacific), I got a text to "welcome" me to Omni Hotel - to which I replied that I already was back home, having checked out several hours before. To their credit, with a name signed under the text (something that is very professional and appreciated), apologized for the error.
In summary, every single staff I have interacted with showed maximum courtesy, professionalism, and emotional intelligence that I rarely see, even though I travel almost weekly (some weeks I stay 3 different hotels in the same week - I already have about 20 hotel nights just in 2026 alone, as I travel a lot for work and fun, too). There were glitches, perhaps the system is new, perhaps people are new. But the key is HOW they handled these glitches - and I was impressed, completely changing my rating (when I was woken up by the alarm at 6 AM, I was extremely angry and was going to rip the place apart in my review - and here I am, giving them 5 stars).
Of course the 5 stars is also affected by the remaining of my experience, which was stellar. The food was impeccable, the amenities, WiFi, cleanliness, ambience/atmosphere, location, all were top notch. The bathroom was modern, functional, artistically very well designed, and clearly new. My constant wish is for bar soap, which they did not have, but that is considered standard so I would not mark them down for that (plus I carry bar soap with me for this reason). I have no idea what the room charge was (as this was a sponsored trip and the hotel was booked and paid directly by the sponsor), which makes it difficult to comment on the value, but I doubt they would pick a hotel for an ad board, when the rate is way outside of standards, so I would say the value is probably there, too.
In summary, I was impressed, despite a major problem and several other smaller glitches, with the experience overall being very positive, and credit to management, as staff very clearly were motivated to support guest needs to the best they could and this positive attitude has made a huge difference for me.
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