The Viceroy is a gorgeous hotel but the front desk staff were AWFUL.
I booked through Hotwire for a good price and my reservation specifically stated 3 people (2 adults, 1 child).
When we checked in we were given a king room. Luckily we actually used a bellman this time, so he phoned down to the front desk for me. I travel a LOT (34 nights in the past 60), usually in 4 and 5 star hotels, and I can honestly say I have never once experienced the response I got.
Rather than apologizing for putting 3 people in a 1 bed room I was told that I could either pay for a cot $35 or upgrade to a 2 bed room for $50. Since my daughter is tall and we were staying for 3 nights, the 2 bed made sense.
However, I tried everything I could think of to get her to waive the fee but she wouldn't back down because. Eventually, I agreed ... what other choice did I have?
I contacted Hotwire the next day and they called the hotel. They emailed me to say that I should go to the front desk, which I did. I spoke to the same person that Hotwire did and he assured me that the fee would be removed. He just needed to speak to his colleague who put the charges on.
Anyway, on check out the fees were not reversed and I raised a stink. The same guy that I spoke to earlier said that he hadn't agreed to reverse the fees and that after he spoke to his colleague he was told that I was informed of the fees because a two bed room was bigger. WTF!?!
Anyway, I'd had enough and I asked for the manager. The response was cool but she authorized for the fees to be reversed. When I got the revised bill, there was a mini bar charge which I disputed and it was silently removed (meaning he did not say a word, just reversed the charges). However, the next revision of the bill had taxes on it. When I challenged the taxes (because I'd prepaid for room and taxes) he looked at them and said they were for the upgrade. Again, they were reversed without a word spoken. I was not at all impressed.
So... yes, the hotel is gorgeous and luxurious and the beds were perhaps the most comfortable beds we have ever slept in but until they train their front desk staff in common sense and making customers feel appreciated and doing whatever they could to make a great experience, I wouldn't recommend this place at all.
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