We recently stayed at the Viceroy for our honeymoon. We were over from New Zealand after winning the trip and had heard amazing things about the Viceroy. Unfortunately we were really disappointed.
Check in went smoothly, we were informed at check in that the phone in our room was broken and would be repaired the next day, and didn't think too much of this until we went to order room service the following morning and couldn't!!! Not such a great start to the honeymoon. We also discovered that our shower was broken and the only pressure was if the water was on hot... not so great with the weather as it is in Palm Springs. We reported the shower (after a walk to the office) and were told they would have a look at it. At this stage we also discovered the hotel had charged an astronomical "incidental" charge to our credit card, in effect freezing our funds. We went back to the office regarding this and were told it would be sorted also. The company we had won the trip through had contacted the hotel on the Tuesday and given their credit card details to be use instead of ours
We came back after a day out, and were advised that the credit card was sorted and the money would be available within 24 hours. We settled back into our room, only to have the maintenance manager come in and inform us that we needed to move rooms as the shower was indeed broken. No body from the main desk informed us we needed to move, we had to walk up to the office and get the keys for the new room (as the phone had not been fixed) and there was no offer of help to move rooms.
We had a day out the following day and came back to find that the credit card issue had not been sorted, even though we had been told by the Manager that he has spoken to our bank. . By this time the Manager had gone home and we were told there was nothing on record to say he had done anything about our credit card, and the staff were not able to do anything until the manager arrived the next morning.
The money was charged to our card on the Monday, by Thursday afternoon our stress levels were beyond belief, we were on our honeymoon, thousands of miles away from home and we had less than $100 left in our wallet and still nothing was sorted. Don Devine saw our stress and stayed until he sorted the issue which was fantastic, he ended up fixing the other managers errors. We had gone for a wander up to the street markets and came back to find cookies and milk in our room and a note saying they hoped we enjoyed the rest of our stay - not quite what I would envisage an apology gesture to look like, and certainly not enough to have an impact on how we were feeling about our stay at the Viceroy.
We had another couple of days left which passed uneventfully, had the trip not been part of our prize package we would have checked out after day 2 and found somewhere else to stay as we were so disappointed. We would love to return to Palm Springs but will not stay at the Viceroy again, and will not recommend it to anybody else which is a shame as the facilities are fun and the majority of the staff are very helpful. Unfortunately the attitude of Tom, the manager who chose to put guests into rooms with broken facilities, and who lied saying things were sorted when they were not far out weighs what this facility has to offer.
We would have liked to contact the director of sales and marketing directly, but could only find a phone number for her, hence writing this review.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to sit down and write a detailed review. Although this is no way to relive a honeymoon experience, there is a valid explanation to your some of your concerns. Unfortunately the vendor that gifted you this stay, did not arrange for advance payment of the room, tax and resort fee prior to your arrival nor advised us of any such arrangement. Standard hotel policy requires that all credit cards used to guarantee the reservation be authorized $150 / night for incidentals that may be incurred throughout the stay. Our Front Desk team immediately assisted in refunding the incidentals once the other form of payment was provided, however we do not have control over the issuing bank's timeframe and when they release the funds. We additionally faxed in written requests to expedite the process in addition to several overseas calls. Additionally, I was surprised to hear that you were checked into an room with a non-functioning phone, however upon further research, it was discovered that this was the area you had desired to stay in. With it being the only remaining available room in that area and wanting to fulfill your requests, the front desk team offered the room with the advance notice of a non working phone. However, I will be addressing with the team why you were not escorted to the room next to you when having to make a room move due to the shower. As a company we strive to provide excellent service and have a dedicated team that believes in the same. However, we only have influence over things that we can control and believe that much of your challenges were a result of a third party. I do hope that when traveling again, you do give the Viceroy another try.
Please contact me directly if I may be of further assistance.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.