Struggling to Provide Service
I am a gold member of the Omni. I stayed for business 17-19 June at the San Diego Hotel. Their services were not up to my usual experience. When I arrived, there were problems with the television. They sent a technician to service the problem, but he said that it was not possible to address the issue. It was a problem with the "older" television. I contacted the front desk. They were friendly, but they said that due to a a hotel wide computer problem they could not address any concerns until this was fixed. I decided to wait until the next day. They sent a second technician after I called them again the next day. They were unaware that I had an issue, so I explained it again, eventually having to appeal my case to the manager. In time, they eventually addressed the issue (and comped me a few dollars for the inconvenience). But, the usual great service I have generally expected from the Omni was just not there. For example, they regularly deliver the paper and they forgot this. I called again and they said that this was not a regular part of this service until I reminded them that I was a gold member and had requested this before I came. They apologized and then eventually sent me a paper. The room was adequate, but lacked good organization. I had to look around for a place to plug in the coffeemaker. The carpet was older. Room was drab. On the positive side, the view was indeed nice, but for the extra price they charged me for the view I expected this. I likely won't stay here again given the many excellent options available in San Diego. I wondered, at the end, why anyone would want to accumulate points at the Omni. There is not much point to it. They need substantial encouragement to provide top quality service.