Absolutely unacceptable — apparently 64°F is the “family experience” at The Viv.
We stayed at The Viv Hotel Anaheim to celebrate our daughter’s birthday. Instead of a special family celebration, we ended up spending the night freezing in a room that was approximately 64°F because the HVAC would not shut off or allow us to control the temperature.
We reported the problem at approximately 7:00 PM. By 11:00 PM, after FOUR HOURS, nothing had been resolved. There were supposedly no other rooms available, so our only option was to stay in the freezing room. My husband eventually had to put a chair and extra blankets over the air vent just to try to block the cold air.
We were traveling with our 7-year-old and 2-year-old children. None of us slept properly. We were coughing throughout the night, and I woke up with a sore throat the next morning. We were exhausted and uncomfortable the entire night.
We ultimately left the hotel at approximately 8:00 AM, much earlier than planned, because we simply could not spend another minute in that room.
The most frustrating part? The hotel has not contacted us, has not followed up, and has shown no apparent concern about what happened. When we left, we were told that the hotel could not refund us because we booked through Booking.com. So now we are left wondering whether anyone is actually going to take responsibility—or whether we are simply expected to pay full price for a room where we could barely sleep.
We paid for a hotel room, not a freezing overnight experience. We are requesting a FULL REFUND for the affected night. We have photos and documentation of the temperature and the conditions. This was supposed to be our daughter’s birthday celebration, and instead it became a night our family will remember for all the wrong reasons.
Thank you, The Viv, for making sure we celebrated our daughter’s birthday by freezing all night.
