"I am extremely disappointed with my experience at the Omni Shoreham and, even more so, with how the hotel handled my concerns afterward.
From the moment I entered my room, it was clear that cleanliness was not a priority. The room felt dirty and had an unpleasant smell that never went away during my stay. For a hotel that markets itself as an upscale property, the condition of the accommodations was unacceptable. It left me questioning whether basic housekeeping standards were being met.
After my stay, I took the time to contact the hotel directly and provide detailed feedback. I received nothing more than a generic response apologizing for my experience. I was told that someone would follow up with me to resolve the matter, but that follow-up never happened. No attempt was made to make things right, address my concerns in a meaningful way, or demonstrate that guest satisfaction actually matters.
I have been an Omni Select Guest member and have enjoyed previous stays with the brand, which makes this experience even more disappointing. I had another Omni stay already booked, but after seeing how little regard was given to my concerns, I canceled that trip.
What upset me most wasn’t just the dirty, foul-smelling room—it was the complete lack of accountability afterward. Mistakes happen. Hotels have off days. But how a company responds says everything about how much it values its guests. In this case, Omni Shoreham made promises to “resolve” the issue and simply never follow"