I am running a hostel in Hong Kong. And i believe it is very important to tell the truth and honest to the guests. Also should be accommodating to different people all over the world. I stayed 5 hotels in Thailand and this is 5 star one, but the WORST service and very dishonest we found.
1. expensive NON-PRIVATE pool suite
we reserved the room through the phone and i speak Thai(because of my business). i reserved the private pool suite with around 8500baht and confirmed so many times with the staff whether the pool is "VERY" private.The staff told us it was small and very private. However, when we arrived to the room, the room next to you would see you are swimming in the pool and of course you can see them as well. so where is the "private?". Oh!The case is like you have private bathroom, someone can't use yours, but someone can see you are taking bath.So, where is the "private?" If it is not such private, then why don't we swim outside to the big pool instead of this small non-private pool in room? (That's why the staff not allow us to see the room before we give the credit card) it is very dishonest!!
2. Poor staff
a. we are so polite to ask the staff about the key deposit whether we can pay with cash 2000baht instead of credit card. And how can we get the refund? we never expect the receptionist would answer us with very annoying tone and bad face(maybe she answered many times every day). If you feel annoying,then why don't you provide clearly choice to the guests? After this bad first impression, we never ask her any questions again.
** 100% truth review** They really forgot to refund us back the deposit after we pay the whole bill with credit card when we checked out. Luckily, we joined the day tour and need to go back to the hotel to get the bags, and we suddenly remember that 2000baht. Yes, this is not the big money, but your system is good, then this won't be happened. When we asked them to get refunded, they first answered us "NO RECORD" and after 10 mins, they told us found it. This service is really bad!bad!bad!If the system is not complicated, then please don't feel the questions of the guests is annoying!
b. the minute you checked out, you are not their guests anymore. they WON'T HELP you taking the baggage if you don't use their expensive van service.what;s a terrible service!!!!
3. Very far away from the city
Besides their WORST staff we found over the Thailand, their hotel facilities are good which is really 5 star hotel. Their public swimming pool is nice and the beach for walking is awesome(can't swim they warned). The restaurant is very good too. However, we do believe there are huge number of hotels MUST be better and cheaper than this one. It is not value of money since their service is very bad and impolite as a hotel. Honestly, their bad face last in our mind even we never say something bad or complaint them. It keeps reminding me NEVER bad face to my guests.
Again, we won't recommend this hotel to anyone.
NEVER choose private pool suite and be careful they would keep your key deposit if you didn't re...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Ellen C
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Thank you for your review. Firstly, I would like to comment that this review is based on a stay in our hotel nearly 10 month ago. It would have been more useful, if you felt that strongly about certain issues for you to have brought them to our attention at the time. Due to the delay, we are unable to stay whether or not your comments are justified.
We can say however, that our Reservations team is trained to give a full description of the hotel and each type of room. In addition there is a photo gallery on our website and numerous guest photographs on Trip Advisor for our guest’s information. This is the first and any complaint we have received of this nature. Our
Guest Service Agents are frequently complimented regarding their friendly and helpful manner. We found it somewhat incredulous that you can base your comment of “poor staff” on one alleged incident and one member of staff.
Our porters are available and strictly instructed to assist all guests and visitors with their luggage, whatever their method of transport.
As well as being situated on the beach we are ideally located for the main attraction in Phuket. We are a 30 minute drive to Phuket town, less than 15 minutes to the centre of Patong and less than 5 minutes to the nearest town Karon.
Thank you for your positive comments regarding our 5 star facilities, including our “guest only” swimming pools, comparative value for money restaurants and our beach front, which has been extensively upgraded since your stay.
If you decided to change your mind and made a return visit, I think you will see that we are constantly striving to maintain and where necessary improve our service but maybe this hotel is not for you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.