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None · October 20252/10
I’ve stayed at several Omni properties over the years and have always appreciated the brand’s level of service and quality — unfortunately, the Omni Berkshire in NYC completely missed the mark. My exp...I’ve stayed at several Omni properties over the years and have always appreciated the brand’s level of service and quality — unfortunately, the Omni Berkshire in NYC completely missed the mark. My experience here was honestly the worst I’ve ever had at an Omni, and that’s especially disappointing since this was meant to be a birthday weekend celebration.
I booked a Premier Executive Terrace Room, expecting a high-end, comfortable space as shown in the photos online. Instead, what I got was a room that felt neglected and nowhere near the Omni standard. The headboard had chunks missing from the foam, the shower curtain was stained, and even the iron leaked water when used. The room overall just felt tired and poorly maintained — definitely not what you’d expect for the price or from a brand like Omni.
The customer service was almost non-existent. There was no welcome or acknowledgment as a Select Guest member, no information provided about hotel amenities, restaurant hours, Wi-Fi access, or even basic details about the property. The front desk staff were dismissive and unhelpful, and when I tried to reach a manager (three separate times), no one ever answered. For a hotel that markets itself as upscale, the level of professionalism and hospitality was shockingly poor.
To be fair, the only bright spot in my stay was Loyal Ambassador Jennifer Torres. She was absolutely wonderful — kind, attentive, and truly went above and beyond to make me feel valued and to try to turn things around. Her service was the only redeeming part of the entire experience.
Overall, this hotel is not worth the price, and the photos online are misleading. What’s advertised as a “Premier Executive Terrace Room” feels more like a mid-tier room in serious need of maintenance and management oversight. There are many better options in NYC at this price point — places that actually deliver on service, cleanliness, and the kind of experience you expect when you book a premium hotel.
Sadly, I won’t be staying at the Omni Berkshire again.Show More
