Checking in there is no warmth, friendly, customer care at all. You are treated like another number in the herd. We are Marriott members, and you would think with every hotel guest they are treated with luxury since you are spending money or have spent money to be a Marriott member, but nope! A room looking at the street, 30-minute wait in the restaurant, 2 pillows given per bed, and the noise level of others in their room, it is like the walls are paper thin. The bartenders on the 12 th floor with a view unless you are a local and hang out there, they are not friendly either they are more into themselves in talking behind the bar. The treated the regular's way better than they treated us, very sad!
UNCOMFORTABLE & UPSETTING EXPERIENCE at this hotel -long but need to explain why…… Hubby & I attempted to stay at The Viv in Anaheim during our visit to Disneyland. Upon check in Lizzie was gracious and patient as it took some time for my credit card to accept their incidental charge. We pre-paid for our room upon arrival & weren’t planning on charging to our room during this stay since we’d be at Disneyland. So I asked them to waive the incidental charge. So Lizzie kindly asked their floor manager but she rudely replied & would not make an exception due to hotel policy. So BEWARE of their $250 incidental charge in addition to your booking. This did not drop off of my card until 1 week!! We finally made it to our room. As hubby got freshened up in the restroom & I changed into more comfy clothes for the park. I froze in fear when I loudly heard a card swipe at our room door as a man dressed in a suit walked into our room unannounced!!! My hubby walked out to greet him as I stared shockingly. Who was this man & why has he entered our room?!!!! Hubby asked those questions as the man muttered “just checking to see if everything was ok with your room” — no introduction, he did not wear a hotel name tag, and after he said that he muttered “my apologies” & walked out of our room nervous & embarrassed. I was shocked, scared, uncomfortable & felt unsafe!! I called the front desk in distress and voiced those feelings and asked “why did a strange man just come into our room with a card key unannounced?” The gal on the phone could not give me an answer but agreed that shouldn’t have happened. She said she’d send security up right away. We waited & waited & hubby called AGAIN the front desk to ask why security has not come to our room yet. Then we hear a knock on the door. OMG guess who shows up?!!!! The same strange man who entered our room!!! I kid you not!!!! This time the man explains that he is the room floor manager. He said he did not know anyone was in our room. He changed his story after saying he knocked and said he was housekeeping—ah no he didn’t and he certainly wasn’t a housekeeper!!! He then said “how can I make it right?” I upsettingly replied “you can’t - we feel uncomfortable & we just want to leave!” When we went downstairs to the front desk to “check out”. I come across the snooty hotel manager with blonde hair-didn’t get her name since I was still very upset. I proceeded to ask her if she was aware of the (last name) party will be checking out. Yes she replies & says she knows all about it. No apologies-no hotel invoice print out-NOTHING! She just wanted us gone without incident obviously. A couple of days later I call the hotel to report the uncomfortable and upsetting incident. Finally a manager contacts me back by the name of Ty. Ty was apologetic and informs me that the “manager” who walked into our room -his name is Kevin Beaver whose title happens to be Director of Hotel Operations. It’s quite bizarre and inappropriate their director of operations treats their guests creepy with unprofessionalism. I asked Ty for a refund of our “stay” and to find out WHY this unprofessional employee did that?!! Ty said they were going to report the incident to Human Resources & reassured me they were going to find out why this occurred and apologized for Kevin Beaver’s bizarre behavior & also apologized for the rude manager at their front desk. Ty said they would also request our refund and call me back. So far no call back from Ty, no explanation and we are definitely not going back to the “Lotus Hotel” ——so BEWARE!!!!!!!…
The hotel is aesthetically pleasing but the customer service is lacking. Our room was not ready to check into until 8pm. We called the front desk and housekeeping about 10 times to request an extra blanket and no one answered. It was clean and updated buy beyond that it was lacking.
The hotel room itself was nice and clean and the hotel was located in a good area and convenient, however the valet and service from hotel management was horrendous. First off, on the second night of stay I returned late to hotel only to find no valet working at all ($42 a day for valet and I had to park myself) so a security guy came up and told me to park my car out front of hotel and said nothing about dropping off keys to front desk. The next morning I woke up and walked outside to leave, first saying good morning to the young girl and guy valet standing there and continued on to my car. When I reached it I heard working running up behind me and turned to be berated by the young male valet for not leaving my keys with the front desk the night before. He talked to me like a dog and it was only after I spoke up and told him the security guy didn’t tell me to leave keys that he acted like he wasn’t mad anymore. As soon as I left I called hotel to report this inappropriate behavior and asked for the general manager and they transferred me only to find that their voicemail was full and could not accept new messages. (Bad sign) I called back to the hotel again and advised the front desk lady who took my name and number and said the manager would call me back shortly. No one ever called. Later that day I got back and waited 15 minutes for a valet out front and finally had to knock on the door as they were on their personal phone inside the room not caring about customers. The next morning I was in a hurry to leave and again no valets to be found so after waiting 10 minutes and knocking on door went to front desk and the lady tried called them with no answer and then walked over to their office and unlocked door and it appeared that they were inside making out. The next morning I had to leave early for a flight and got to front desk with all my luggage and guess what no one working again so I had to have security guard walk me to garage to get car and do it all myself. I spoke to the front desk guy at checkout and he said if he could remove the valet charges he would but typed everything in and promised me a manager would contact me that morning. Well guess what it has been 4 days now and no manager contacted me and they charged the non existent valet charges to my card. Horrible service by both management and valet!…
Wow! What a gorgeous addition to the Disney Good Neighbor Hotel lineup! If you love Marriott Bonvoy and a high quality property, look no further! As a Platinum Bonvoy member I expect high level of service and amenities when staying at any Marriott property. We stayed at The Viv recently in a Park View Suite and I couldn't be happier with the stay. The front desk handled our check-in quickly and efficiently and they were able to recommend some local things to do. They also let us know about the dining at the hotel which was a huge perk. We were able to enjoy both restaurants onsite and I have to say, DO NOT pass up the dining at The Viv. Top of the V was outstanding and the view, AMAZING! Sahar was our server, and she was truly a gem. Dante at Valencia's was also really great at taking care of us each morning for breakfast. Our room was well appointed with all of the standard amenities that you would expect and then some! I have a Nespresso coffee machine at home and I hate leaving it, I was very pleased to find the same machine in the guest room! What a treat!! Overall we enjoyed the pool and other hotel amenities as well. I will be back every time I am in the area and will recommend this hotel to my friends and family!…
The place was very nice and the restaurant was awesome. The shower was the only issue in which the sliding door to the shower would slide a bit open. Still was a good stay. Would stay there again with my wife. Maybe get a suite with a view. The upstair bar is awesome.
Extremely disappointing. I’m not sure exactly what this place is trying to be, but for a hotel less than a mile from Disneyland, it misses the mark. Hell, it misses the mark for a “4.5 star” hotel regardless of location. The front desk staff was consistently rude and acted like they were doing you a favor by being there or answering the phone. Zero courtesy, not even polite. At a 4.5 star hotel, by definition, you’d expect bellhops or at least for someone to offer to help you with luggage (especially when traveling alone with two small children). Instead I was charged $35 plus tax a night to self-park in a very empty parking garage and told to go back and put my parking pass up or I’d be towed, the shlepped two small children and luggage upstairs on my own. I was handed a notice that our water would be shut off from midnight to 4 am. I realize maintenance is totally necessary sometimes, but again, no courtesy or acknowledgement of the inconvenience. Just, like, “here you go. Be glad I came to work today.” There’s no bathtub in the room. Shampoo and bath wash responders attached to the wall like at a discount fitness gym. Showers-without-tubs is a cheap move in a hotel anyway, but in the shadow of Disneyland, did they expect toddlers to take showers? Apparently. There were two frayed, poor quality towels, one wash cloth, and one hand towel in the room for our party of tbeee, I called and asked the front desk if we could have more, and man, did that woman think I was indebted to her for answering the phone. An hour later, a very sweet woman from housekeeping brought some towels and seemed surprised when I tipped her. Worth noting: no room service. No spa or massage. The rooms are basic AF, with hard laminate flooring. When I looked up what to expect at a 4.5 star hotel, I found dozens of items missing from this place, including mundane things like hotel stationery in the rooms. Don’t be deceived by the photos and the rating. This is a three star hotel at best, and one with super rude staff and inadequate basics like towels. Stay somewhere else. Or, at least, stay somewhere similar with a more honest star rating and save yourself $100+. …
We recently had 4 night s at The Viv Hotel. It was a nice hotel with helpful staff and good ammenities. Rooms were well appointed with nice decor and very clean. Staff were helpful and also assisted us with a late checkout due to a late flight. Nice restaurant where we had a great tasty breakfast Only negative was it was not in walking distance to restaurants so an Uber or Cab was needed but only a short ride away. We would stay again
My wife and I made The Viv a two-night stay and our home base for a Christmas Day Disneyland trip to meet all of our adult children for the day. Check in was easy and we had been upgraded to the King Corner Suite which is virtually a 1 bedroom suite without a door between the large living area and bedroom area. The room had a perfect view of Disney Resort to the west and Mount Baldy to the north from the bedroom; and a decent view of the Orange Hills/Anaheim Hills to the east. The only way this room could've been better is if it had been a higher floor than 8th (which 8th floor was still amazing) and if the room had been designed using a bedroom and living room door at the ends of the bathroom hall (kind of like the standard Embassy Suites configuration). The hotel was super clean, the staff was somewhere between cordial (check in clerk) and charming (valets and Valencia's bartender), and the rooftop bar and pool looked really cool and again, with amazing views! Breakfast in the morning was taken to go, but Valencia's on the first floor looked really nice with lots of dining seating and a nice bar. We will not hesitate to stay again for our next Disney trip, but hoping that the hotel can do something to thwart the preponderance of non-clean air vehicles parked in the 20 to 30 spots marked as such... our EV was the ONLY car that was actually a clean air vehicle in all of the fully occupied spots! I give my fellow guests at the hotel one star for that and also for our room's next door neighbor that allowed their young child to shriek morning and night like he/she was on the Splash Mountain final drop!…
Staff were so nice and polite, but clearly working with issues from management. I can see the hotel's changed hands since we stayed so I'll just review the facilities. A coin laundry and ice machine were great to have to access to. The room was clean, bright, spacious, high-ceilinged, and had bunk beds for the kids, which they loved. We caught the bus every day to Disneyland with no issues and spent barely any time in the hotel anyway. The last day we tried out the pool and the pool bar was closed, but the ground floor restaurant staff were really accommodating and brought our meals and drinks to the poolside regardless. Tips for families: 1. Don't bother with breakfast inclusions. We had vouchers for breakfast in the restaurant prior to the shuttle to Disneyland, but we never made it -- too tired from late nights to wake up early enough to have it as well as get to Disneyland early so that we could hire a double pram before they sold out. 2. Make sure you get the double pram at the parks (if you haven't got your own) and have young kids under 10. Disney is a lot of walking and standing around in the heat figuring out where to go next. The pram makes a huge difference to your day and is somewhere to sit when the crowds get too much for the kids. 3. Go budget on Disney accommodation. I'd try to book closer to the park next time but there's really no point booking anything 'more' in terms of facilities and stars if you're just there for Disneyland -- you are never in the room except to sleep and pack away all the souvenirs!…
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