6/10 Okay
Jen
Travelled with family
16 Mar 2025
Liked: Staff & service
Disliked: Cleanliness
Disappointing Stay
Unfortunately, our stay at this property was less than satisfactory. The family pool and outdoor bar were closed for refurbishment the entirety of our stay. However, this was not noted on Hotels.com, or anywhere on The Viv’s website, or even mentioned by the check in host. We only learned about it when we showed up to the entrance in swimsuits! We were also “upgraded” to a room that ended up being a total downgrade IMO. We booked a room with a walk in shower but ended up with a tub combo and large bunk bed we didn’t need that took up space. The daily housekeeping is only a “light refresh” and while we did get new towels and the beds made every day, the room looked in need of both attention and a deep clean the day we arrived and never got it. There was hair and dust in the corners of the bathroom, smudges on the tv and light fixtures, the tub was stained, hair dryer was broken, room phone wouldn’t keep a charge so all calls had to be on speaker phone, the toilet lid was broken entirely off the toilet, carpet in the lobby is disgustingly stained, and the walls are so thin we heard yelling and door slamming every night. We were also charged incorrectly for someone else’s room service order and it took two calls and three different explanations to get it removed. Though I will add that managers Leah and Amber were kind and apologetic for our experience. Nonetheless, all of these things piled up left us with much to be desired at The Viv.
Jen
Stayed 4 nights in Mar 2025