Polite Service & Historic Hotel, But Rundown Accommodations
I was fortunate to visit San Antonio on a business trip in late June. The assigned hotel was the Omni La Mansion, and I was looking forward to experiencing this historic hotel and the Omni brand for the first time. Upon arrival, I was professionally greeted and promptly checked-in. Throughout my stay, service overall was excellent – notably the Bell Staff, Housekeeping and in Food & Beverage outlets (mostly catered events). Everyone in these areas smiled and/or greeted me at every opportunity! Although the layout was odd (I had to walk through the parking ramp to get to my wing), I enjoyed the historic status of the hotel. It does sit “on the River Walk” (as do many San Antonio hotels downtown), so one can walk out the rear door onto the walking path.
Unfortunately, the room was well below average, and unacceptable for such an esteemed hotel. The room smelled uncomfortably musty, and every time the ventilation fan was on (which was almost always in Texas), the smell was that of a poorly maintained 1970s motel. On my 2nd day, I explained this to the front desk, and as I sat in the lobby to access the Internet, I heard the guest service member relay my concern by phone (to engineering I presume). However, the 2 follow up messages were related to "your AC is working now". Yes, the AC was always working, but the room smelled (assuming maybe a drainage or filter issue). In regards to the Internet, I never had a working Wi-Fi connection in my guest room. On my first night, I spent nearly 30 minutes with the 800 number support, before telling them I needed to go to bed. They assured me (as did the front desk when I reported the issue the next day) it would be corrected. It never was, and I had to sit in the lobby to use my computer. This was the case for other business associates attending the same meeting. For an Omni Hotel, these 2 events were unacceptable. While I should have requested a different room, by now, it should have been offered.
My room (153) didn't even have a work desk/area, so my only option to use my laptop was literally, on my lap! The room featured a nice single serve coffee maker. When I went to use it, it had no power, so I dug the cord out from behind the credenza and plugged it in on a bathroom outlet. One shouldn’t need to do so at such a caliber hotel. Aside from my room issues, the hotel has an outdoor pool, but it didn’t look particularly inviting during my stay. There is a lovely hotel restaurant, but I didn’t dine at it during my visit. 
When I checked out, I was asked about my stay. When I told the young lady the service was great, but my room was not acceptable, she said she was sorry, then completed the transaction and thanked me for staying. I might expect this at a mid level or economy hotel, but at the Omni, the next step should have been to ask me what was not correct. I would have respectfully shared my concerns with her or a member of management, but no one asked. The history of the hotel was so appealing, however, it is clearly in need of updating. After responding to the hotel survey, I was contacted by phone, and offered a free night on a return visit. This was nice of the hotel, and a sign of their fine customer service. However, with so many other lovely and historic hotels, I would first choose another hotel option.