Viceroy Santa Monica

Reviews

• AL

  Amanda Leendertse

  Apr 4, 2026
  5.0
  Our family recently did a day pass at the Viceroy. We had a late flight after getting off a cruise early in the morning and wanted to check out the Santa Monica area. This hotel was not only the perfect location for going to the pier, but the hotel itself is gorgeous. We were all sad we didn’t get to stay there longer. Hotel staff were friendly and helpful. We didn’t get a chance to go to the pool, but it looked like a perfect spot to spend the afternoon. Be sure to ask about their discounted tickets for the amusement park on the pier. The staff also went above and beyond as we accidentally left our daughter’s backpack in the front lobby area and didn’t realize it until we were at LAX. Upon calling the staff found it and arranged to have it sent back to us in Canada. Definitely recommend this hotel and hope to be back in the future!
• JP

  Jack Powell

  Apr 2, 2026
  2.0
  We had a pretty unsatisfactory stay at the Viceroy Santa Monica. There are several reasons why: 1. We were ignored when we arrived. The hotel entrance doors are not automatic and, despite there being several staff members watching us struggle to hold open the manual doors and manoeuvre our suitcases, no one offered us any help. In fact, no one greeted us at all. 2. We booked through American Express. This means you should get early check in from 12pm. We tried checking in at this time and were told the hotel had no obligation to honour this as it depends on availability. No apology of any kind was given for the inconvenience, nor any resolution provided. I asked for an estimation of when a room would be available and was coldly told ‘some time closer to 3pm’. I then had to be the one to ask for our bags to be held behind reception so we could go out and find something to do. What is the point of being an Amex affiliate hotel if you do not honour the advantages for guests? Further on Amex: the $100 credit has so many exclusions imposed by the hotel that it seems tricky to make full use of it. 3. Our Ocean View King room was boiling hot when we arrived. It was a sunny day and not only had the sun warmed the room through the windows, but housekeeping had also set the temperature to 74 degrees. It then took around 5 hours for the room to cool down to 68. The AC system was extremely loud throughout our stay. 4. Our TV and/or the TV remote did not work at all. The TV could be turned on and off and that was all. 5. We ordered room service breakfast. It arrived in plastic takeout containers with plastic cutlery. The croissants were clearly stale. You would expect more considering the price (and also the $6 delivery fee and obligatory 20% gratuity). 6. The hotel charges a ‘guest amenity fee’ of around $43/night. This is an embarrassing and desperate way to extract as much money from guests as possible. The fee covers ‘WiFi access, bottled water in the room and at check in, beach yoga classes, priority bicycle rental’. All of these should be included in the room price already, or should be offered as paid extras (like the yoga classes). The Viceroy is a 4* hotel yet it charges the rates of a 5*, and the experience is one of a 2* or 3* hotel. STAY SOMEWHERE ELSE - THERE ARE BETTER AND CHEAPER HOTELS (AND NICER AREAS OF LOS ANGELES)!
• TT

  Tiffany

  Mar 30, 2026
  1.0
  Really rude customer service. Had some issues with the room that I had to call about multiple times for anything to be done. Front desk guy was horribly rude and manager was demeaning and consistently unavailable, before doing absolutely nothing about my issues. Definitely did not feel like a four star stay. Really unacceptable, would not recommend
• EH

  Emma Hopson

  Mar 30, 2026
  1.0
  had high expectations for the Viceroy Hotel, but this was easily one of the most frustrating hotel experiences I’ve had in a long time. During a heat wave, the air conditioning in my room did not work. The temperature remained between 76 and 81 degrees despite engineering coming to the room three separate times and attempting to fix it. I was told the hotel was sold out, so switching rooms was not an option. I woke up sweating both nights and had to keep the shades fully drawn just to make the room somewhat tolerable. On the second morning, I encountered a large cockroach in the room that ultimately ended up in my suitcase. That alone is unacceptable. The only bright spot in this experience was Ruth Ann on the hotel team, who was kind, receptive, and took the time to listen when I raised these issues. She also arranged breakfast, which I appreciated. Unfortunately, everything beyond that point felt like a complete breakdown in customer service. It took over two days to hear from hotel leadership, and when I finally connected with Sasha, I was surprised to be asked, “how can I help you?” despite the detailed email and documentation that had already been shared. Initially, only one night was offered with minimal acknowledgment of the experience. I ultimately did receive a refund, but only after significant follow-up and having to advocate far more than should be necessary in a situation like this. After an experience of this nature, I expected not only a more proactive response, but also a higher level of empathy and ownership from management. For a property that positions itself at a premium price point, both the room conditions and the service recovery fell short. This is not the level of experience I would expect from this brand, and it’s difficult to justify the cost given how this was handled.
• FG

  Filio Glom

  Mar 29, 2026
  5.0
  Had a really nice stay here. The location makes everything feel easy—close to the pier and the beach, so you’re never far from the water. Service was consistently solid the whole time, and the space itself has a clean, coastal feel without overdoing it. You can tell the design takes inspiration from the ocean in a subtle, natural way. Nothing forced—just a calm, well put-together place that’s easy to settle into.