To The Vic Corporate Guest Relations,
I am writing to formally document an extremely poor experience at The Vic in Victoria beginning at check-in on May 30, 2026 at approximately 6:30 PM, and continuing throughout our stay. We booked 4 rooms and the service failures began immediately and never improved.
Front Desk - Check-in Agent, May 30 ∼6:30 PM:
The female agent who checked us in displayed unprofessional, sarcastic, and rude behavior throughout the process:
1. Vehicle info: When I clarified we had 2 cars for our 4 rooms, she replied sarcastically, “THAT’S BECAUSE I ONLY BOOK TWO ROOMS I HAVE NOT BOOK OTHER TWO.”
2. Processing delay: After an excessive delay processing the first 2 rooms, she looked at us smugly and asked, “DO YOU HAVE OTHER RESERVATIONS?” This information should have been in the system. She then snapped at our party, “MAY I PLEASE ASK FOR ALL OF YOU TO STAY HERE WHILE I PROCESS YOUR STAY!” — a delay caused by her own inefficiency.
3. Retaliation: When I called another party member over as she requested, she said, “BECAUSE OF THAT I’LL HELP OTHER GUESTS FIRST,” and halted our check-in despite us waiting.
4. At no point did she offer a proper welcome or greeting.m just a cold Hello
Room Conditions - 4 Rooms:
1. Room 1: Live bee inside
2. Room 2: 4 spiders
3. Used appearance: Beds and all pillows in our room looked previously used
4. Housekeeping: Hand towel with large hair embedded
We were too exhausted from the check-in ordeal to report these that night.
Amenities & Subsequent Interactions - Same Agent:
1. Water: When I asked about water bottles and if there was a fountain, the same agent replied bluntly, “AT THE LOBBY.” When I went down, she shouted “OVER HERE!” with no professional courtesy.
2. Pool: The pool was dirty, unheated, and had no towels. When asked to turn on the heater, she said “we will try but it is on, it must be just the weather.” I personally observed the external heater unit was either broken or unplugged. This was dishonest.
3. Pool staff: A male staff member dropped pool towels on a table and literally walked faster when my wife tried to ask about the heater. No greeting, no service.
In-Room & Facility Issues:
1. Towel request: Called for bath towels, waited 30+ minutes, called again, and was brought hand towels instead.
2. Phone system: The in-room phone rings continuously even while in use, which is disruptive and seems defective.
This level of service is unacceptable for [Hotel Brand]. The staff’s attitude, misinformation about the pool heater, and unsanitary room conditions ruined our stay.
