We arrived at Centara Karon tired after a long ferry and taxi transit but eager to get to our club rooms and begin the next phase of what had been an amazing holiday so far. If check in was taking 20 minutes just to be served, then that was ok, we are patient people though with 3 small children keeping them quiet and occupied was not a great start. Then as I was being mauled by mosquitoes, finally able to check in. This is where my negative review begins. Despite the fact that we had booked well in advance and were required to book 2 rooms as we have 3 children and thus doubling our accommodation costs (in club rooms) we were told there were no interconnecting rooms available as it is hotel policy to only allocate these on check in. Families with more than 2 children beware. They could however offer us from tomorrow afternoon interconnecting rooms in the regular part of the hotel. Ok, I though, that's not so terrible, would we therefore be refunded the difference being as we had paid for club rooms? No. Would there be any compensation? No. I am usually completely unflappable but at this stage was frustrated, being mauled by mosquitos and surrounded by irritable, tired children. The very unhelpful staff member then offered free Internet as a "compensation". Considering this is part of the club benefits I had already paid for, I was not particularly amused. But we accepted, and were taken to our rooms.
4 star is a very generous description that was not aided by the blaring music from the pool party below. Not allayed by the block out curtains or theflimsy glass doors. The beds are firm. The rooms are small. The air conditioning works.
There was no tour of hotel facilities, no description of where to go for breakfast (which I assume is still included), where to find amenities or any particular effort to aid us in an enjoyable stay. If I had not already paid for 8 nights at this hotel I doubt we would have stayed. I often read the poor reviews on trip advisor and laugh at the ridiculous expectations of the members writing them, but taking a tropical overseas holiday with my husband and children and having to decide between not sleeping together or leaving children alone in a room without being able to easily reach us does not seem to me to be ridiculous expectations.
If the front of desk staff had in any way shape or form been able to or interested in helping resolve this issue reasonably (dropping to a lower quality room with fewer amenities and no compensation does not count as a resolution) this review may have been very different. If you have more than the stock 2 children and you are looking for advice? Do not stay here. Being told that the last club room with an interconnecting door had jusy been allocated to a single? Rubbing salt in the wound. us is a curtains. If you like your rooms quiet... avoid.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Jennifer L,
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I am sorry to read of your check in experience then resulting in you being unable to enjoy your holiday. At Front Office we do have a management representative on duty 24/7, available to assist guests at any time. Should you wish to share further details on the staff member who did not provide a proper orientation, we will be pleased to follow up re-training.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.