Hotel Viata

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Avoidthe9to5

1/5Google· 2 weeks ago

One of the worst customer service experiences I've ever had at a higher end property in my entire life. I've stayed here twice in the last month. The front desk service was consistently rude and dismissive. Staff barely made eye contact and showed very little interest in helping with straightforward requests. I travel a lot, and this was an unbelievably bad customer service experience for a hotel at this rate. I don't plan on coming back here again unless I absolutely need to because it's close to someplace I do business. When I asked about staying an extra night, they did absolutely nothing to help me find out whether a room was available. I was trying to give the hotel more business, and their response made me feel like an inconvenience. When I checked out the second time, somebody came up to my room and knocked on my door 20 minutes before checkout time. I found that incredibly rude and disrespectful when we still had time left before we needed to leave. When I went downstairs to get out of the hotel by the required checkout time, I was told there were no carts available to move our luggage. The response was rude and dismissive, and no help was offered. I went and tipped Patrick to find me one, and he took care of me immediately. I really appreciated his willingness to help. The valet service was very good. I think his name was Patrick, and he was incredible: very hard-working and friendly. There was also a younger guy named Hunter who was really good. They were great. Management needs to address the service at the front desk. Patrick and Hunter demonstrated that helpful, friendly service is possible at this property, which made the treatment at reception even more frustrating. The service at the front desk was unacceptable. The lack of eye contact, dismissive responses, and unwillingness to help made basic interactions unnecessarily unpleasant. This is actively costing the hotel repeat business. It has certainly cost them mine.

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MaryMariachi

1/5Tripadvisor· a month ago

We blocked rooms for my son’s wedding at Hotel Viata. We read good reviews. liked the proximity to the venue, the spa option and beautiful views. Unfortunately, from the first guest reservation which was lost and never found in their system to the night clerk turning the bride and groom away at 2 AM on their wedding night to sit on the curb outside waiting for an Uber, the experience was painful. Perhaps short staffing, a faulty reservation system or both contributed to our experience, but with so many other great hotels in the area, I would not book here again. We had guests that booked through the hotel, received a confirmation number, then did not show up in their system and our wedding guests had to totally rebook their own rooms. It took the front desk staff of 2 30 minutes to check in each guest, which meant at the 4 PM check in time, guests waited over an hour for a room. We had a guest with a confirmed two night stay that upon arrival, was told they only had one night reserved and would have to rebook the second night themselves at the walk in day rate and change rooms in the middle of their stay. We had guests that never got room service to answer, and others whose trays sat in the hall outside their room all weekend. The communication between group sales and the front desk was non existent. But the worst, was that the group sales contact personally made the reservation for a suite for my son, took his credit card number, then when they arrived, he front desk told them they were too late, would be charged for the room and if they wanted to stay the night, would need to rebook themselves at the walk in rate- there was no note in their reservation that it was their wedding night or that they would be late. The group sales contact and Director did help before the wedding get all guest reservations straight. They thought we had 6 rooms reserved when in fact there were 18- many of which had to be rebooked last minute. You get the picture-enough said.

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Isaiah Marcano

2/5Google· 3 weeks ago

We had a mixed experience at Hotel Viata. Let’s start with what we considered exceptional. The valet/guest services attendants were incredibly friendly, professional and accommodating. Shoutout to Patrick and his cheerful demeanor. The views of the hill country are also quite a delight in the mornings/evenings. Moving on to what surprised us. When compared to the awe-inspiring depictions online, the hotel is lacking considerably. Carpet stains and surprisingly dull rooms seemed out of place for a luxury property. Beyond the charm of the front entrance and lobby, you seem to enter another hotel that isn’t quite up to date. Further, some of the staff at the front desk weren’t particularly friendly. We’d also called ahead in the morning requesting accommodations like hypoallergenic pillows, but when we arrived, it seemed no one had any record of our call. a bit odd for a luxury property. All in all, it wasn’t a stellar experience by any measure. Would we return? Not so sure. There’s a lot of promise here. There’s also a great deal of work that needs to be done for the luxury aesthetic that Hotel Viata advertises to actually materialize.

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Dr. Dominic Scaramozi, V DC

5/5Google· 4 months ago

The hotel was quiet and peaceful. Restaurant was ok, our service from our waiter SIMO at the Laurel restaurant was AMAZING but the food was average for the price and the drinks were not that good. However the environment and scenery was awesome and could still be enjoyed with beverages from your room looking out the window. Our room was on the 7th floor and looked over all of the hill country side of west lake/west Austin, very relaxing. And also want to give a shoutout to AMBRIAN the staff member that checked us in and got our room for us, she was wonderful. This is after witnessing her be VERY PROFESSIONAL while handling the very rude entitled guest checking in as we walked up to the front desk. She gracefully and tactfully handled the customer while keeping her composure when I would have told the guest to kick rocks lol. Would stay here again but probably would explore other dining establishments. We also got a massage during our stay at the Hotel’s Spa Viata. I got a VERY relaxing massage from TiTi, I highly recommend her for a relaxing Swedish massage, but was able to do trigger point work in the shoulders that was spot on. She also gave a scalp treatment and I almost melted, She did awesome!

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Clva02

1/5Google· 2 weeks ago

Not a good experience. The bathroom was dirty and had previous guest's hair stuck on the wall. Both queen size ( I thought it was full size ) extremely uncomfortable and me and family couldn't sleep all night. We were all tired the next day. I ordered room service food and it didn't show up till one hour later. It was one of the worst experiences I've ever had. My family didn't enjoy the stay at all.

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E430NOericm

4/5Tripadvisor· 3 weeks ago

Mostly great. Someone scraped my car up and all I want is the video to pursue the person responsible through insurance. I was promised correspondence but have received none. This may greatly impact my view of the operations of the facility, further stays, and Google reviews. If they come through for me and actually care.... further business and hundreds of high recommendations could help the business.

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Kat Davis

5/5Google· 2 months ago

What a beautiful location! Near enough to Austin to be functional, it feels out of the way and so peaceful! The room is generous, comfortable, and very quiet. Although it was expensive, the perks made us feel we got more than we paid for. Gwen at the front desk was personable and professional. She answered all my questions and made me feel valued. She was a diligent, one-person concierge that started our adventure on the best foot!

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L1713SMmikem

5/5Tripadvisor· 3 weeks ago

What a beautiful place to stay! Ambrian at the front desk made my check in smooth and easy. Made a long trip end on a very pleasant note! I am definitely coming back to stay again for business or pleasure!