The Vic, Ascend Hotel Collection

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.

Room is quite decent. Hotel has a swimming pool, a mini gym and also a lounge with big screen tv, I've watched a world cup match there. Location is away from the town centre. Not bad if u r driving because it comes with free parking.

This is a good hotel . There was a little difficulty during our stay that was not hotels fault. The management professionally dealt with it. We were last minute guests for the staff?, after leaving a very ‘’poor’’ hotel very quickly. Friendly, atmosphere, if I am next in Victoria ?, the VIC will be where we will stay, , easy 5 minute drive. 1mile from downtown.

Hotel is clean and located good. Easy to go everywhere. Just the air conditioner is very noisy.

Clean and good. The location is inconvenient if you travel by public transport. For instance, you'll need to take 3 buses (two transfers) to get to the airport.

The service was outstanding and the location ideal if you are biking.    The hotel also has a room where you can store your bikes.  The room was very clean and the staff very helpful.  

We had a great stay here! The building itself is older, but it’s very obvious that the hotel has been newly renovated. Everything felt clean and fresh , the room was spacious, the furniture looked brand new, and the overall atmosphere was comfortable and welcoming. One of the highlights for our family was the game room, which was perfect for keeping the kids entertained. The amenities were also excellent, and the customer service was outstanding from check-in to check-out. A huge bonus was the free EV charging, which made our trip even more convenient. Overall, we really enjoyed our stay and would definitely love to come back again!

We happened to notice that the mattress cover was reused. Otherwise, services were great.