The hotel was beautiful and due to numerous issues with cancelled flights I had to contact the hotel several times and during this process they we always friendly and efficient. I was warmly greeted at 1:00 am, received my keys, and off I went to a clean, quiet room. Due to the things that come along with canceled flights I had many items to address to get caught back up and still attend the convention. Every question, task, and advice I ask any of the staff was met with friendliness, kindness, and professionalism. And I need to add that that was from all walks of the staff. Especially the front door and front desk staff. Shashanna and Malika were especially helpful.

My wife and I really enjoyed this event thrown by the Richmond Times Dispatch. During the event one of the staff members really stood out with his excellent service and very personable. Thank you Kenny Simpson for the wonderful hospitality!

We have stayed here several times, it has become a favorite for downtown. Location is close to many restaurants and tourist attractions.

After traveling almost 6 hours in rain we were happy to find express check in had everything ready. Thomas at the front desk was very welcoming and hooked us up with concierge access on our 7th floor rooms. This got us access to the concierge room with appetizers and cocktails Friday night and continental breakfast in the mornings.

Room was a standard king, Keurig coffeeo maker. Very small mini bar type fridge but fit our needs. View from 7th floor isn’t great but you can see trains going by which my husband liked. Bed is very high but comfortable. Could use a couple more pillows.

Loyalty program Select Guests receive beverage voucher for either the attached Starbucks or you can leave outside your door for coffee and juice delivery in the morning which is very nice.

Indoor pool was warmer last time but still ok. Nice size and wasn’t crowded. Outdoor patio area adjacent to pool has good amount of seating just no view.

Valet is a little crowded. Vehicles don’t seem to move out quickly creating a back up. It’s also a little expensive at $27 a night, even for downtown. If you don’t have a lot of luggage it’s easy enough to park in garage across street for $15. Also as we were departing this trip one of the valets was overheard complaining about a coworker stating “this nigga don’t want to work”. We found this quite offensive and totally unprofessional to say while guests are within earshot.

We usually walk to local restaurants but one of our party recently had knee surgery so front desk recommended their shuttle. Only a 10/15 minute wait each way which was advised when we called. Driver was pleasant and courteous, will definitely use again.

We like this hotel and it’s price is usually comparably with Marriott properties close by. Our next trip is in September and Omni is $200 a night more so as of now so will probably look elsewhere, disappointing.

One of the worst experiences I've had at a hotel in a long time. Got into town late (around 2030) only to find out that had all the rooms with double beds were taken, even though my reservation was made for 2 beds. Thomas, the man at the front desk, rudely informed us that there was nothing he could do for us besides have a cot delivered to the room. I asked about other options or other hotels we could go to, he replied "you can go across the street". He kept saying that because we booked through a "third party" which was through Trip Advisor, that it was not his nor the Omni's job to ensure we got the room/amount of beds we reserved. I was appauled at how he was handeling the situation. Eventually I stopped asking him questions and said I would follow through with the room. He asked for my card information, to verify that I had already paid, and then shoved the room keys at me. I asked him what the room number was and he replied "i'm not authorized to tell you that, its wrote down on the card", so we gathered our things and headed to the elevators. Low and behold after being at the room for 5 minutes, they delivered our glorious Twin-sized cot. (which surprisingly was more comfortable than the bed in the room). The room was very hot, we turned the thermostat down upon arriving in hopes to kick the AC on but after a couple of hours it still had'nt cooled off. By the time we woke up at 7am due to terrible hot nights sleep, it was 76 degrees in the room. We would'nt have dared to call the lobby and tell Thomas that the room he gave us didnt have AC because we feared he'd tell us we'd have to go stay somewhere else. Overall the room was clean. The room decor was out dated and very obvious that no one had even bothered to replace things that were worn out. The best part about this hotel was leaving, the valet employee's we're so nice and helpful and feeling the AC in the car was such a RELIEF! I will not be coming back to this hotel. There is many other nice hotels in Richmond, hotels that actually have hospitality and great customer service.

Great and overall customer oriented and all of the details attended to from check in to check out. Have stayed here several times in past and the overall service is always top notch. no hesitation in returning to this hotel.