Ramada by Wyndham Viscount Suite Hotel — Hotel in Tucson

Out-dated, over priced and terrible customer service! I never do this but I absolutely had to write about my experience this weekend at the Viscount Hotel. This is the dumpiest hotel I’ve been to in Tucson and it was the worst hotel experience I have had to date. I was visiting from PHX and staying one night in one of their suites with 3 other adults. On the drive from PHX, my friend who reserved the room and paid for it beforehand called to explain we would be arriving hrs later than planned and were stuck in traffic and she wanted to authorize her Mom (one of the room guests) to check into the room before our arrival. They told us since the name of the reservation was in her name, she needed to be present to check in since they couldn’t “prove over the phone it was her.” ID or not, they wouldn’t allow her Mom to check in, even with her verbal authorization. Although very inconvenient, that was their policy and we did not argue. My friend’s mom also had picked up a custom made cake for a party that night which needed to be refrigerated. Thankfully after asking politely, they allowed her to at least put the cake in their fridge in the lobby until later in the evening. We were hassled about the cake later but at that moment, they seemed accommodating. When the 3 of us arrived from PHX to check in, we were greeted with attitude at the front desk. We had an infant along with our 4 adults so we were immediately snapped at: Oh so you have 5 people! Not asked if we needed anything additional for her infant. No customer service whatsoever. The room key we were given did not work to enter the building or the elevators. They told us it was our fault for deactivating it later. Once in the room, the room is pitch black and the switches didn’t work and lamps wouldn’t turn on. The floors are black and absolutely filthy. There is just a grungy dirty feeling in the room. There was water behind the curtain all along the windowsill with our lovely view of the parking lot. TV’s are from 1972. The “sofa bed” is a couch. No bed. We were separated from the 4th guest (again my friend’s mom) and the phone rings in the room from the front desk clerk. She tells me she cannot give our room # to her mom, even after we checked in! And proceeds to drill us with security questions. When the 3 of us went downstairs to pick up the cake for the party, we had to ask 3 different employees where the cake was and we were given 3 different stories and then told that they knew where the cake was but we needed to sign a form in order for them to “release the cake to us!” Meanwhile one of us walked right into an employee only section and got the cake without anyone being present. When leaving the building to go to the parking lot, we found 2 elderly ladies with fill luggage outside in the cold saying they had been locked out of the building for 20 minutes and had called and someone was supposed to let them in. Hrs later we are walking by the lobby restaurant and entered it to see if we could order food to be delivered to the room. There was no one else in the restaurant. We had to wave down the waitress while standing at the bar. She acknowledged us and then walked away and said she would be right back. It took her forever to come back and take our order. Our order was a basic one: 2 sodas, a sandwich and quesadillas. Their soda order was messed up. After getting the check, it was too complicated for her to split the bill on 2 credit cards. Back up in the room, food was delivered in a pretty timely fashion (20 mins - thank you for that) but bread on sandwich was soggy and the quesadilla was cold and cheese unmelted. Cold shower in the morning. The luggage cart was rickety with broken down wheels that wouldn’t steer. We had a knock on the door at 9AM from housekeeping eager to rush us out and clean our room. Most incompetent and unhelpful staff. They act like they are the 4 Seasons and they are worse than Motel 6. Do not waste your...

BLOOD AND MOLD! We tried staying there over this last weekend and it was a nightmare. The first room we were put it was immediately incorrect as it was not the king/suite that I had called several days before to ensure we got and immediately we noticed how dirty things were and it kept getting worse the more we looked. Our first room had what looked like blood on the comforter and carpet that was stained everywhere we looked, along with mold growing in the air vents/fridge and dirty Q-Tips under the bed along with a dirty sock and mold and mildew in the shower and a drawer without the bottom and other damaged furniture. When I called to have the manager come look I was told that it would be awhile as she was dealing with something else. When I did meet the manager (she was very pleasant and in no way the problem) she said they had actually found another room to move us into (which we later found out was one of our teammates's family that they had to be moved from due to the toilet not working) we carted our things down the hall and opened up a whole new nightmare. Things were generally the same level of stained and moldy as the last room but this time there were several obvious drops of blood on the bathroom carpet. At this point we had to leave for our first event of the tournament we were there for and left our bags still packed and left to figure out later. When I returned I asked if there was another room option and if there was if it would truly be any better and the manager admitted that "they needed to remodel and that there were no rooms that would truly be any different significantly in regards to the carpeting. We had seen the cleaning crews drop the couch cushions on to the floor to vacuum them and then put the tainted (by the truly nasty floor) and my daughters and wife both looked at me and told me that they were not willing to stay there and we were forced to seek other accommodations after 9:00 PM and a whole day of driving. We were refunded in full, as I have said the manager was very kind (the service rating is reflective of the corporate service when I called to voice my concerns), and found ourselves just a half mile down the same street at the Double Tree by Hilton (which was perfect) and finally by 10:30 we were unpacked and in a new hotel. This was the by far the dirtiest and most unhygienic hotel I have ever stepped into and the response from the actual management could not have been more dismissive or unapologetic about things. To that point before they respond to this saying that I am writing this because I did not get what I asked for from them that is not the case, my request of them was to help cover the slightly more expensive hotel that we had to move to to compensate us for the stress of dealing with all of this during the soccer tournament we had just driven 7 hours to deal with along with the health risks we were exposed to during our time there. It was their response to that request, a completely dismissive two line email, that showed me exactly what type of organization and property I was dealing with that compelled me to...

I don't even know where to begin. We stayed there last month for an event that was being hosted there. The event was very nice. The food and employees working the event were both pretty good.

That is one of the very few good things I can say about this place. I will never stay there again. We stayed two nights. I paid for a remodeled room. It was ugly. The furniture was uncomfortable and very dinged up. The AC wasn't working. Temps outside were in in the high 70's to 80's. Yes it's winter but this is Arizona. Finally at around 10 pm we were moved to another room. The A/C worked slightly better. Very slightly. But I was tired and wanted to sleep. The room was not a remodeled room. We were not refunded the extra money we paid for the removed room. Funny thing is the non remodeled room was nicer.

My next issue is that on the way to the new room I noticed several things. There seemed to be several rooms that looked like people lived there. You could see through the windows that the rooms were jam packed with stuff. I saw a lot of boxes and bins. I would not have stayed there if I knew this was an extended stay motel type place. The worst thing of all that I saw was a room fairly close to ours that was obviously underground a bed bug treatment. I then got online and saw multiple reviews where people had bed bugs in their rooms. Needless to say a sleepy very little. After thoroughly checking the room I found no bugs or signs of them. But really who would be able to sleep after that.

The next morning we had no bites on us so I was able to feel somewhat comforted that we were clear.

We went to our event. While speaking to another guest I found out she was put in the room we moved out of with the broken A/C. They knowing put someone in a room that had a non functional A/C.

To top it all off while at the event my boyfriend went out to the car and it had been broken into. I went to the front desk to ask if they had security cameras and girl behind the desk lookedd at me like I was crazy. She would not answer the question. She just said to come back at 8(an hour later) when the security guard would be there. Now speaking of the security guard, he was very nice. He has is pull the car into a well lit area by the front door. He then told my boyfriend he would keep an eye on it since the window was broken out. He and the workers at the event seemed to be there only people that actually cared about his job.

If we ever have another event there we will stay somewhere else and take an Uber. I could have gotten away nicer room in a place we stayed before for the same price we paid...