One thing to know about this phone number is that it's meant only for travel agents who need assistance. As such, it actually does make sense that this number restricts the time when people can call for help.
When I called into this number, I discovered that it wouldn't be any use to me because it doesn't work if you're calling on a weekend. If you try calling outside of the business day window of 9 a.m. to 5 p.m. Eastern, you're met with a message that tells you that calls will only be available during that time window. If you call outside of their normal business hours, you're locked into the need to call back later when someone will be available to take a call.
However, this phone number does allow you to put in a request to get a call back or e-mail back when normal business hours resume. To do so, all you have to do is press a button after the system plays the voicemail and record your message. The system can take over everything from there and ensure a team member calls you back.
For most customers, this isn't all that helpful, especially for a hotel chain that would often have properties where customers are spending the weekend. But the average person who calls this number isn't going to have this many distinct personalities dictating when they need to call and what about.
And that's a good thing, because this number is meant for United States-based travel agents who need to figure out some details during their interactions. People who would call this number are usually people who will only work 9-to-5 unless there's a need for extra workers at that time. For the average person, they'd be better served by calling one of Omni Hotels' other numbers.
The website doesn't list the hours that each number can be called, but it does list several different numbers before the average person would even think to try calling this number. For most people, either the issue wouldn't be that pressing or they'd have more success calling one of the numbers more appropriate to their situation.
This number does nothing to tell you that you've got to do this until you've already dialed and been told that you're outside of normal business hours. Because of that, it's really not all that useful to those who are outside of the travel agent industry.
For those inside the industry, it seems calling this number makes perfect sense. This number is only known to a select few without looking it up, and having a number available to people like this alone helps limit the risk of dropping the call.
Based off my own experience, it's tough to give an accurate score. It's clear that Omni Hotels wants to make this a business-only phone number, and for that, this phone number succeeds. However, unless you're a travel agent yourself, I would not use this number to try to get assistance.