The Omni Homestead Resort & Spa

The resort is beautiful, but it’s expensive, and my first visit got off to a rough start. Our room was 59 degrees because the heat wasn’t working. Maintenance spent about 30 minutes looking at it, but we hadn’t eaten and my kids were hungry, so we asked to move. At first the front desk said there were no rooms and offered space heaters and blankets for our stay. Given what we were paying per night, that wasn’t acceptable. While searching for an outlet, we found old popcorn, socks, and drink cups beside the beds, and showed them to a manager. When maintenance confirmed the heat couldn’t be fixed, I complained again at the desk. Somehow another room turned up, and we moved. We couldn’t get dinner reservations anywhere. I should have known to book, but a hospitality or reservations person I spoke with while planning the trip could have mentioned it. There are lots of attractions and activities, but they all need to be reserved well in advance. I knew everything would cost a lot, but for the price, the room and the confusion at the front desk were subpar. It wasn’t a great first experience. I may give it another try someday.

Every staff member we met was personable and helpful, including the people who looked after us at the restaurant. The resort’s setting is gorgeous and feels calm, cozy, and relaxing. I hadn’t been to The Homestead in nearly 15 years, so I was thrilled when my daughter planned a weekend there. The renovations look great, especially the spa, where the mineral springs and relaxation areas are amazing. There were ladybugs in our lovely room, and the hotel knew about the problem, since they’d left a note under the glass on the table holding the TV. The elevator to the spa wasn’t working, and there was a noticeable sewer smell on the lower floors. We met a couple who were switching rooms because of the odor. A hot water issue at the spa meant they couldn’t provide the treatment we’d booked, but they arranged an alternative treatment and a discount.

The service was the reason I settled on a 4 rather than a 3. Everyone on staff was very friendly and helpful, and went out of their way when we needed something. Even the other guests were welcoming. The resort is beautiful and full of history, and the Christmas decorations were among the most impressive I’ve seen. I visit spas often, and I was very impressed with the facilities here. We stayed over Thanksgiving, and the crowds were huge. That may be on me for not expecting it, but it felt overwhelming at times, with long lines at most restaurants and coffee shops. I’d suggest booking ahead and considering room service during busy periods, especially since town has limited dining choices. Our luggage also took over two hours to arrive, apparently because the front desk and bell staff weren’t on the same page. My husband checked and found it unattended at the front of the hotel. The worst part for me was the cigarette smoke. I believe the hotel is non-smoking, but our windows opened without screens, and it seemed someone in a nearby room was smoking out of theirs. The smell was strong and unpleasant every night and really affected our comfort.

The spa facilities were only okay. The showers were cold, parts of the place felt worn down, and one shower head was visibly coming out of the wall. After my husband’s treatment, his therapist said they could have done the original treatment we wanted, which directly contradicted what the front desk had told us. We’d been looking forward to this stay and expected more at this price. We were told our room would be ready at 2:00 p.m., but travel delays meant we didn’t arrive until about 6:30 p.m. Even after that, it still wasn’t ready. When we asked Amber at the desk how much longer it might take, she shrugged and was dismissive. We also asked about spa details and the next day’s activities, but she either didn’t know or didn’t try to find out. It made for a disappointing first impression. A little later, we got a text saying the room was ready. When we told Amber, she said she could try to check us in then. That hardly felt like the professionalism you’d expect from a high-end hotel. We went to the spa early the next morning to use the hot springs and amenities before our treatments, only to learn the appointments were booked for February 2nd instead of January 2nd. I’d called weeks earlier to arrange them, and the staff member had confirmed they could see and link our hotel reservation, so this seemed like an error on the spa’s end. Jordan at the spa desk offered us a massage or an alternative treatment, but couldn’t explain what either involved when we asked. The seasonal cranberry fig treatment we’d booked was suddenly “impossible” to fit in that day. We had to accept something else, which meant my husband and I went at separate times, much later than planned. For the cost of the hotel and spa, the service was extremely disappointing. Mistakes can happen, but the poor communication, lack of accountability, and basic hospitality made the stay feel nowhere near worth the premium. We left frustrated and undervalued.