The Viv Hotel, Anaheim, a Tribute Portfolio Hotel — Hotel in Anaheim

Sadly we look back on our stay with negative memories following an interaction we had with two members of staff working on the front desk.||This interaction, quite frankly ruined our entire experience after what was an otherwise relatively enjoyable time spent at the hotel prior.||During the checkout process we asked a member of the front desk staff if there was a possibility that a taxi could be booked on our behalf to LAX.||We only queried if arranging a taxi for “some stage” would be a “possibility” and we did not specify any time for pick up. We further advised that as our phones unfortunately were not working, we would appreciate if there was a possibility that a taxi could be arranged via the hotel for the time when required.||As another member staff working the front desk at the hotel had very kindly organised a taxi for us to Los Angeles during the week, with no issues, we envisioned we would encounter no problems on this occasion- how wrong we were.||Without confirming pricing or an agreed pick up time, the staff member working the front desk advised us that she had booked the taxi for immediate pick up. We informed her we were not seeking immediate pick up especially in the absence of confirming a time and /or price and therefore we asked her to cancel the reservation given that we had not requested it at that time and the evident misunderstanding on her part.||In response, this staff member was exceptionally dismissive of us- advising us she was unable to cancel the taxi and “that they don’t always come anyway”. We queried as to why she couldn’t cancel and she informed us she “couldn’t” and further stated “what else do you want me to do about it, I told you I can’t cancel”. ||A mistake can be tolerated but put simply, her attitude, demeanour and overall tone towards us we perceived as appalling and unprofessional - she demonstrated no finesse or offered an ounce of apology for an error that was made on her part. We reminded her that our phones were not working and we could not cancel, to which again she reiterated we needed to cancel ourselves via our phones and again sharply stated “what else you want me to do about it”.||Taken aback by her attitude and tone towards us, we stated we did not feel this was acceptable, we had never asked her to raise the booking at that time and had no capacity to cancel the booking ourselves. We then queried if we would be charged for the error and she informed us we would not, we then asked her if a cancellation was not made would it affect potential further bookings to which she shrugged her shoulders and said “if you want to give another name”.||This staff member then proceeded to tell us to come back later closer to the time we were looking to travel as taxis “cannot be scheduled in advance”. This is despite staff at the hotel arranging a taxi for us in advance earlier in the week. We accepted her narrative however and left our luggage in the hold.||Upon returning to collect our luggage and seek a rebooking of our taxi a couple of hours later as advised, we met another person working at the front desk. The previous staff member we had been dealing with earlier was also in attendance however she failed to acknowledge our presence.||From the outset, this other staff member, (a male) working behind the front desk we perceived as being exceptionally abrasive towards us. He appeared to be visibly irate in demeanour much to the upset of my family in attendance.||This man immediately informed us the hotel would under no circumstances arrange a taxi on our behalf, this was despite the fact that other customers were being served simultaneously and we could hear that taxis were being arranged on their behalf.||We queried as to why a taxi could not be arranged given it was a 4/5 star hotel under the auspices of Marriott and questioned as to why this was too much of an ask given our phones were non functional.||This man then proceeded to advise us, that he would not arrange a taxi given “ the issue with the booking of the taxi earlier”||We asked him to specify what precisely the alleged “issue” was and tried to explain to him about the error made by his colleague prior when making the booking. We were keen to clarify and understand what the narrative from his perspective was, given that he was not in attendance during our previous communications with the other front desk staff member when booking the taxi initially.||This staff member then proceeded to turn his back on us mid conversation and outright refused to correspond with us or answer what the alleged issue was, merely abruptly stating he was “getting the luggage” from the hold despite our ongoing requests for him to answer our query.||On the way to collect the luggage he did push a yellow slip note with a number for a taxi company into my hand and said “call them yourself” “we will not be calling them for you”, again he continued dismiss us, refused to listen to us or answer our queries. ||When he returned with our luggage on the trolley he then proceeded to walk away leaving me and my husband to take the baggage off ourselves. There was no offer of assistance.||I then asked him as to why from our perspective he appeared to be so visibly irate and dismissive towards us and queried with him as to why he walked away mid conversation - i then asked to speak to a manager to which this staff member advised he was the manager. I then asked did he think this was a professional behaviour and attitude to demonstrate towards customers especially given context that he was a manager.||He then stated “I don’t know where this conversation is going, there is your luggage, call the taxi yourself”. To which I said i wished to make a formal complaint. This staff member who advised us he was the manager then informed us that he was unaware how to log one.||I then questioned as to how there was no process to make a complaint, to which I was then advised that the main manager was “out of town” and our concerns “would have to wait”. ||I again queried as to how my concerns could be escalated immediately to which this staff member then stated he would go in the back.||Following this, miraculously, despite being told by this staff member that he was the only manager on duty - another manager appeared and came to the front desk and introduced himself as a manager, specifically this staff members “managers manager”.||This second manager allowed us the opportunity to advise him of the issues encountered with both front desk staff prior. He was extremely apologetic and assured us that both front desk staff would receive appropriate refresher training and thereafter kindly arranged a taxi for us to LAX.||Whilst we very much appreciated the second managers input in attempting to resolve our issue at what was a distressing and stressful time for us, our closing interactions with both staff members working on the front desk struck an exceptionally sour note. ||It is wholly deplorable for somebody who claims to be a manager to turn his back on a customer mid sentence and refuse to answer queries or listen to their version of events, remaining abrasive towards them with no verified cause. Despicable treatment of customers will...

DO NOT STAY HERE! I stayed here 6/14/25 and I am still very upset at how everything was handled. I purchased a pkg that includes champagne, parking, breakfast. I go to check in and a man is at the desk. He does not say Hello or anything, (ok no big deal, he might be having a bad day.) I say hello and ask how the parking works since it is included and if I need a permit etc. He states "Your pkg does not include parking"....I say "I'm pretty sure it does, that's one of the reasons that I picked this package." Instead of saying "Ok, please give me a moment to check this info" and then go ask someone that knows; he gets louder and says "Your pkg does not include parking and you will need to pay the parking fee"...I just say "Ok, I might be mistaken but let me check my account and pull up my package." As I was pulling up the info he says "can you move to the side and do that?" (There wasnt even a line of ppl) anyway, I show him that the parking is indeed included, and no apology or anything he just huffs like a bratty teenager. I said "Also my package includes breakfast, how does that work? Is it at Melodys Market or at Valencias restaurant?" He just gives me a card that says "Complimentary Breakfast" and gives me the keys ignoring what I just asked....----Fine, I can call the operator and figure it out- no problem. I ask if the champagne can be sent up because we want it prior to getting into the pool....he says "It will be sent up right now." --- We figure they are busy so we let an hour go by and just go to the pool before it gets late. We figure we can order drinks at the pool then just have the champagne later. (Assuming it would be in the room) 3hrs later STILL no champagne. I call the operator and she states, "Im not sure why it hasn't been brought up etc" I say thats fine and thank you but if they could please bring it up now....We finally get the champagne and we decide to get dressed and go to dinner. While getting dressed my husband saw on the TV that the hotel was advertising a steak and a brisket dinner and he thought it looked good. We wanted to check out Top of the V restaurant for the view etc. and ended up going there. Once we get to the restaurant, our server comes by and asks what we would like to drink and hands us a menu. My husband asks the server regarding ad he saw and she says "Oh that's not here” --- so my husband says "It was advertised being in the hotel can you please go check?” And she said “well it might be at Valencia’s but I can get a manager for you so you can check with them”….She goes to get the “manager” and no one comes by the table for 15mins so my husband said “let’s just go check out Valencia’s and check ourselves" (We had only gotten water so far and not ordered) so we go downstairs to Valencia's and then see the host and say “hi! we were just at Top of the V restaurant and we saw an ad on our tv in our room regarding a brisket special and a steak special and the server thought that might be here” the hosts say “no it’s not here those specials are only at Top of the V restaurant for tomorrow Fathers Day”… Ok now I’m getting annoyed. We were just there! We just stay at Valencia’s at that point. Next day at check out I finally am connected to the manager she sincerely looks me in the eye and says “I will look into this and get back to you on Mon.” And I honestly believed her. The nightmare doesn’t end there- I go to get the free breakfast and the guy at the counter says “your husband and daughter also need a card saying “free breakfast” I correct him and say “no the card states breakfast for 2 and children under 12” after waiting 30 mins I finally get the to go breakfast. For $500 a night this was a horrible stay! The manager Amber Beabout-Caro didn’t get back to me until Thurs (only because I called) and in her email stated “we have a lot of new staff and we are treating this as a learning experience for our staff and coaching opportunity for them”… I basically paid for the staff to learn basic hospitality and receive coaching on what not to do in the...

I was not going to write a review, but the service at this location is terrible and they still have not fixed a problem that occurred on August 8. I booked a prepaid reservation through hotel tonight. Upon arrival, the person at the front desk was convinced I was someone else. She kept telling me based off my ID that I had tried to have my son check in earlier and our card was declined. I reassured the front desk person that my son had not tried to check in as we just arrived in town. I then made my son stand up as for her to identify if this was him. She said no it was an older boy. I said this is the oldest son I have, and he did not try to check in. She couldn't let it go. She said she was sure our card was declined, and the names matched. We went back and forth for a couple minutes of me trying to convince her that I was not the person she believed me to be. She said "I could be wrong, but I don't think I am." I told my sister we are probably going to get a terrible room because this lady is fixated on me being someone else. She seemed to be talking about me when I was walking away with another man. The lady ran my card for incidentals or at least I believed to be incidentals at the time. I got up to the room to find birthday balloons and stuffed animals. I called front desk three times with no answer. I went back downstairs to let them know I think we are in the wrong room. At that time, she started to get frazzled and what I think was a manager came over. He realized she booked us in the wrong room of the person she thought I was. Our names were similar, but she didn't take the 10 seconds to look because her mind was set on me being another person. They took back the decor and allowed us to stay in the room because it was late at night. The manager was sweet and tried to make the situation right by giving my son a stuffed animal and candy. He was the only saving grace and competent person I encountered at this whole establishment. I get up to the room and realize there was a $775 charge on my card as well as a $250 incidental charge. They said the charge would fall off in a couple days up to 10. About 30 minutes later a knock on the door with a man saying we would be changing rooms. He was nice but confused and then realized he would just be bringing the birthday goods to a new room. The next morning, I woke up with another $310 charge on my card. So at this point I have $310, $775, $250, on top of the $372 from hotel tonight for this room. Over $1700 in charges for a $372 room. I had to make an early payment on my card to create available space for the remainder of trip before heading to Disneyland that morning. I let the front desk know and they said they would refund it. We get ready to go to Disneyland and head to the parking garage. When we get to our car a worker had parked so close that we couldn't get in the car. She was walking in so I asked if she could please move so I could get in. She ignored me at first, so I asked again. She walked over and said you parked over the line to close to me so no I will not move. I told her I parked on the line because the person next to me was and she has just pulled in while I had been there all night. She then proceeded to walk inside. I said, I guess I will have to go inside with you to ask if you can move. She then threw a fit and moved her car to an empty spot close by. The room was disgusting. It had a sticky substance all over the wall and cabinet with hairs all over it. The desk was sticky, and the bathroom was infested with drain gnats. Dust was all over the top of the cabinet with hair ties and other little items that had been thrown up there. I only had looked because the air had been turned off and I had to climb up to check if vent was working. The telephone was broken and rust on ceiling of shower. We left Saturday 8/10 and charges were still there on Monday and by Tues $310 charge had posted. After 10 calls and hours of time spent, they refunded $310 and $250 but charged me $57.50 with $775 still...