Ratings based on 1,620 Verified Reviews

4.3 out of 5
86% of guests recommend
4.6 Room cleanliness
4.4 Service & staff
4.4 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
5 out of 5
by A verified traveler

Posted Mar 16, 2020
The hotel was beautifully decorated, the service was impeccable, and it was centrally located directly across the street from Santa Monica Pier. If you’re considering this hotel, you won’t be disappointed.
Comment from Hotel Management
Mar 17, 2020 by tesh , Hotel Management
We are incredibly grateful that you took the time out to leave us this note. Our company values put customer satisfaction as top priority and we are committed to our customers. Its customers like you that make our job wonderful. We look forward to serving you again.
2 out of 5
by A verified traveler

Posted Mar 12, 2020
Comment from Hotel Management
Mar 15, 2020 by Patrick Santisteban, Hotel Management
Dear Anonymous, Thank you so much for taking the time to provide us your feedback score. I am sorry we did not meet your expectations. I hope this does not defer you from coming back once the renovation is compete! Hope to see you again!
2 out of 5
by A verified traveler

Posted Mar 12, 2020
We understood this property was having some construction done when we booked it but we had no idea the place was virtually completely shut down. It had no amenities whatsoever besides a construction path to an elevator to your room. The cleaning people barely cleaned our room, wouldn’t take out wine glasses and champagne glasses unless we put them out in front of the door, the telephones didn’t work, they had no Internet service. There was not a bar or a restaurant open on the property. They put out croissants for breakfast and some wine and cheese in the evening and that was the extent of the amenities. There’s not even an ice machine for guests to access. Again, we understood there were some construction going on but really all they told us was that parking for vehicles would be different than usual because of it. While we got a bit of a discount on the room rate, for what we paid per night it was nowhere near worth it and we regret staying there. The renderings of what it will look like after construction look nice but I’m not sure I’ll be going back even then.
Comment from Hotel Management
Mar 15, 2020 by Patrick Santisteban, Hotel Management
Dear Anonymous, We appreciate you staying with us at Viceroy Santa Monica. I apologize for the issues you experienced during your visit. I would like to thank you for your patience during this time of transition for us, as we enter the next chapter in our hotel's story. With the hotel being under renovation, some challenges present themselves as we try to make our guests' stays as comfortable as possible during this time. We apologize for any inconvenience the work may have presented during your visit. I hope that you give us another opportunity to host you, we would love to welcome you back with a nice upgrade. Possibly this summer once work is completed, you will stop by to visit the new Viceroy Santa Monica. Warm regards!
1 out of 5
by A verified traveler from Milwaukee WI

Posted Mar 3, 2020
There could have been something on the property that the property is under construction!! No pool, no front entrance, no front lobby and no food service after 11 PM we arrived at 12 AM. Tesh to check us in was very apologetic and very nice and tried to help us. We switched hotels for the remainder of our trip.
Comment from Hotel Management
Mar 4, 2020 by tesh , Hotel Management
We're extremely sorry that you had to face such difficulties, problems in customer service is not something we are known for. As you can see from our other reviews, we pride ourselves in providing great customer service and we'd like to do the same for you.
4 out of 5
by A verified traveler

Posted Mar 3, 2020
Comment from Hotel Management
Mar 4, 2020 by tesh , Hotel Management
We are incredibly grateful that you took the time out to leave us this note. Our company values put customer satisfaction as top priority and we are committed to our customers. Its customers like you that make our job wonderful. We look forward to serving you again.
3 out of 5
by A verified traveler

Posted Feb 29, 2020
Location and people were great. Very friendly and helpful.
Comment from Hotel Management
Feb 29, 2020 by Patrick Santisteban, Hotel Management
Dear Anonymous, Thank you so much for your kind words! Our team's goal is always about providing warm and friendly service to all our guests! We hope to see you again soon!
4 out of 5
by A verified traveler

Posted Feb 28, 2020
Comment from Hotel Management
Feb 29, 2020 by tesh , Hotel Management
We are incredibly grateful that you took the time out to leave us this note. Our company values put customer satisfaction as top priority and we are committed to our customers. Its customers like you that make our job wonderful. We look forward to serving you again.
3 out of 5
by A verified traveler from London

Posted Feb 24, 2020
The property is undergoing a major renovations. Whilst efforts are being made to compensate (i.e. use of a pool at a nearby property) the effect on this hotel right now are quite significant. Whilst some employees were very friendly, others were completely indifferent, not even raising their heads to say hello when we walked by reception. Valet guys were great and very helpful. We reported a problem with our toilet door, which didn't shut properly. It wasn't fixed and we were not given any update. Also, the shower was poor, with clogged nozzles. This hotel looks good on a superficial basis but it is not good value compared to others in the area. Also, $55 for overnight parking is outrageous, even for Santa Monica.
Comment from Hotel Management
Feb 25, 2020 by tesh , Hotel Management
Good Day, Thank you for taking the time to provide us with your feedback, and we do sincerely apologize for the inconvenience that experienced during your stay with us. Based on your feedback, we have since corrected the issues with the respective department, and we do hope you give us another opportunity in the near future. Kind Regards, Management
1 out of 5
by A verified traveler from san francisco

Posted Feb 19, 2020
the property is under construction for 6 months. there were zero amenities.
Comment from Hotel Management
Feb 25, 2020 by tesh, Hotel Management
Good Day, Thank you for taking the time to provide us with your feedback, and we do sincerely apologize for the inconvenience that experienced during your stay with us. Based on your feedback, we have since corrected the issues with the respective department, and we do hope you give us another opportunity in the near future. Kind Regards, Management
3 out of 5
by A verified traveler

under construction

Posted Feb 19, 2020 on Hotels
We booked this trip a few months in advance for school winter break. The staff were nice but we were never informed nor was it reasonably displayed, that the hotel was undergoing renovation. No pool, no restaurant, nor bar. Neither did they try to accommodate us. The only thing they were willing to do is to waive the cancellation fee if we decided to leave. We payed full freight for 1/2 a hotel. We are very disappointed t is one thing to know this going in and presumably be compensated by a discounted rate , but the hotel did the bare minimum. I would not recommend
Comment from Hotel Management
Feb 25, 2020 by tesh, Hotel Management
Good Day, Thank you for taking the time to provide us with your feedback, and we do sincerely apologize for the inconvenience that experienced during your stay with us. Based on your feedback, we have since corrected the issues with the respective department, and we do hope you give us another opportunity in the near future. Kind Regards, Management