Viu Boutique Cabins — Hotel in San Salvador

Do Not Stay Here – VIU Boutique Cabins Was a Complete Disappointment

We stayed at VIU Boutique Cabins for two nights — Saturday and Sunday — and the experience was incredibly frustrating from start to finish. If you’re expecting a relaxing, seamless stay, look elsewhere.

We arrived 30 minutes early after traveling for hours and were told we couldn’t check in — even though the cabins were visibly ready. No flexibility, no hospitality — just a flat-out “no.” That set the tone for what would become one of the worst travel experiences we’ve had.

We had booked the most expensive cabin because one of our guests has knee issues and needed a downstairs bedroom. Before booking, we messaged the property to confirm that the Superior City View cabin had one bedroom on the main level — and they confirmed it did. So we were shocked when we checked in and were given an outdated, cheapest cabin, with both beds upstairs and no downstairs bedroom at all.

When we contacted the front desk, they insisted we received the cabin we reserved — until we showed screenshots of our conversation confirming otherwise. Then the story changed — they claimed we must have accidentally reserved the “Rustic” cabin instead of the “Superior.” Wrong again — we had clear documentation of our booking.

Eventually, they admitted they gave our reserved cabin to someone else and offered to move us the next day. We were only staying two nights. Unpacking, then repacking and moving for a one-night upgrade is absurd. We asked for a refund — and suddenly, like magic, the correct cabin became “available.”

Clearly, they were hoping we’d just accept the downgrade without pushing back. If we hadn’t stood our ground with proof, we would’ve been stuck with the wrong cabin for the entire stay.

But even after moving into the correct cabin, the issues didn’t stop: • The AC wasn’t working due to dead batteries in the remote. • The Wi-Fi never worked. First, they blamed us for having too many devices (we had three phones). Then they blamed the wind — which didn’t exist at check-in. Excuses, nothing more. • The shower wouldn’t drain, and water nearly spilled over. We had to stop mid-shower and call the front desk. Maintenance came and pulled the drain cover — another issue that should’ve been resolved before check-in. • Multiple outlets didn’t work, both in the living area and upstairs. They said someone would come to fix them — no one ever showed up. • More follow-up about Wi-Fi? More excuses. No accountability.

Every issue was met with gaslighting, blame-shifting, and dismissiveness. There was no urgency to fix anything. No communication. Just a lot of dodging and delay.

The only redeeming features were the view and the pool — and honestly, they weren’t enough to outweigh the stress, inconvenience, and lack of basic hospitality.

VIU markets itself as a “luxury experience,” but it’s all surface-level aesthetic with none of the quality, service, or professionalism to back it up. There’s clearly a lack of internal coordination, and they’re more than willing to give your paid reservation away and hope you won’t challenge it.

You shouldn’t have to walk in with screenshots and a firm tone just to get what you already paid for. That’s not how hospitality works.

I would never return and do not recommend this place to anyone. If you care about service, accountability, or a hassle-free vacation, this is not the place for you. They will absolutely take advantage if you let them — so stay...

Edited (funny you say i never visited i can put up pictures and show my copy of receipt , and pictures from all text whatsapp messages of conversation we had and how you couldnt refun me !! , would you perfer that ? , stop calling people liars ) BEWARE **Horrible, I was so excited to visit coming from New York, saw this place on youtube ,google and Instagram. I got there and the place was dirty , gross, spider web everwhere ,and bugs everywhere, looked nothing like the pictures...FAKE Advertising, I had just paid paid went in room 2 mins later and said no way , i spoke to the girl asked for a refund explained to her why o wanted the refund and they refused, 2 mins later!! I have never in my life had a problem with hotels ...I also had asked to see the cabin before paying she said no only over pictures i can show you , i knew in my gut something was off but i said okay it had good reviews let me try it . They send me once again these beautiful pictures that are not what the cabin looks like........the young lady who helped us over phone refuse to give us refund telling us she could only change dates as per her boss, I asked to speak with management. She stopped responding me and never returned my money , very sad way to run a business. They stole $135 from me and I went and stayed at villa Terra hotel for $58 the night and it was a beautiful hotel super clean. And great location. Don't recommend this place at alll...

Upon arrival, we were told our room was not ready. We were sent to the wrong cabin, and when we notified the front desk, they gave us push back, and said we had to settle the issue with Expedia. We explained the pictures we were sent were not of the current cabin they brought us to. We had specific requests that included a room on the main floor.

They appeared to be dismissive, and said they gave our room to someone else. After about 30 mins, they told us the cabin we ACTUALLY booked was available. Funny when they just informed us that it wasn't.

The shower clogged each time, most of the electrical outlets didn't even work, ants were everywhere, and the wifi never worked. It didn't appear that they checked the room before our arrival. There were dead bugs under the pillow and sheets when I pulled them back. A window was still open, and unable to lock.

In a cabin that had about 16 outlets, only about 4 of them worked. And that was only the bathroom and the main floor bedroom. If it wasn't for us bringing our own battery packs, our personal devices would have died. We had to call maintenance late at night, to unclog the shower. One of the 2 staff that showed up, appeared to be apologetic, but informed us there was nothing else they could do about the wifi and outlets. They blamed the wifi on a storm that didn't happen.

The property has stunning views, and a nice pool, but that was it.

Terrible customer service. Will not suggest this...