“Pls read before making reservation: Shoddy Service & humiliation at its best!!!!!!!!”
I visited this place as a part of my honeymoon. And at the very beginning that i reached the hotel i feel the indifference towards guests. First i was made to wait for an hour even after they knew of my flight timings. Next the people at the receiption were not friendly at all. Siriluck the lady at the reception had an eternal frown on her face. As a part of the package they had offered us a cake and one thai set dinner. The very fact that we were jet lagged and were tired did not make a difference to Ms. Siriluck who wanted us to confirm when we would be having our dinner and made us choose the dinner menu at the same very moment. Even after telling her that we were tired and would like to make the choices later in the day made no difference to the lady. The cake was absolutely crap and was tasteless. Then as i enter my room i notice a few insects and when i called the reception about the problem, it took them half hour to communicate to the housekeeping people about the problem. and the housekeeping took another half hour to attend to the problem. Thats when i realised that i had made a wrong choice.
The rooms are just about what u would want on a holiday and no complaints about that. But they make you feel that we as guests are always responsible for any damage as i notice a instruction from the manager on my bed that if their towels are soiled then we would have to bear the costs of cleaning them!!!! That outrageous!!!! who in the world assumes that their guests would want to soil their towels beyond recognition???? again bad choiceof words / message from the manager!!!!
Dont book the Phi Phi Island tour from the hotel guys as here again they would cheat you. As when i struck a deal with these guys they told me at the reception that it would be 1200 THB per person but then later while making the payment they went back on their words and tell me that they would charge a good 1300 THB, while later i found out that the same package costs 1100 THB max in the market area in Aonang. That was another irritating incident but i even let go of the problem as i did not want an issue during my honeymoon.
The last and most humiliating part was that when i checked out of the hotel they accuse me of taking their bathrobe!!!!!! I checked out at 8 am as my flight to bangkok was at 10 and i asked siriluck to complete all other fomalities untill i wud complete my breakfast. They dont inform me of any issues untill i am almost loaded in the car and ready to move out that they have a bathrobe missing and Siriluck suggests that i must have taken it. All this is told to me at 8:30 when my travel to karbi airport would take half hour and it was too much of a touch and go situation. They wanted to check my luggage to see if i had taken the bathrobe. At the entrance of the hotel all my luggage is pulled out of the car and checked one by one and they found nothing!!!!! They did not even care to apologise for the whole humiliating event!!!!!!
Also the driver who dropped us off to the airport did not even bother to unload my luggage and load it on a trolley at the airport. I had to do everything myself!!!! now that was rubbing salt on my already wounded ego!!!!!
I urge every fellow traveller to ao nang to never visit this place. There are 100s of other better options at Ao nang than this place.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 24, 2012
Dear our valuable guests:
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We are sincerely sorry for what we made you felt in the way of terrible and bitter feeling especially on the day you checked out from here. We are deeply sorry for that experience caused from our unprofessional hospitality. However, there are things you misunderstood and we ask you a space in here to explain. In this case, we hope you to feel a bit better.
Moreover, we apologize for K. Siriluck’s bahaviour and her reaction. Actually, she is a good supervisor who always cares her customers. Things can be miscommunication or her reaction misled you. Not to make an excuse, we say “sorry” here really that her message or body language made you feel in a way of unfriendliness welcome.
Let me go one by one for your inconveniences you experienced.
1. Check in time
A time for checking in is at 2.00 pm. Should the room is ready and there are no guests in your room, we have no reason not to let you go straight to the room especially when we note of your jet lag. However, in your case, you came very early in the morning and we had other guests who stayed at your room and waited for checking out. Luckily that they checked out early and our room attendance took times to clean up your room fast. Your room is ready before 12.00 midday, please be noted.
2. Insect in the room
Our apology for a service’s delay. Actually it should not take more than 15 minutes to communicate among concerned departments and show up into your room. There are some cases that a delay can be happened due to our queues, but every delay will be well informed to our guests. As K. Siriluck already left from our property, we really could not ask from her of what made a delay. Yet, I will definitely get back to other involved departments and seek for the reason of what made it not prompt to our standard time and why you have not been informed of a delay.
3. Instruction on the bed
There is the reason why we put that awareness notice into the room. We think guests should be well informed. We don’t want our guests to have negative feeling of a thing without any prior knowledge. We charge for only the linens that can not be washed with normal bleaching and need to be spotted. Please be noted we bear it a high cost before; every week, we found at least 2-3 cases of dirty linens that can not be cleaned with normal bleaching solution. And please note, we are Environmental Friendly Resort, We always insist of our point of saving the world and we highly recommend our guests to be a part of it in Saving the World.
Our message in room is…
“We, Aonang Phu Petra Resort, highly appreciate for the honor to deliver our warmest hospitality to all lovely clients. For your utmost convenience we prepare all necessary types of cleanest linens to use in your room. This is to inform our clients to use all types of linens appropriately and suitably.
Any discolored linens made intentionally or accidentally, charges may apply depending on the cause of and quantity of discoloration. We normally use normal bleaching solutions to take out any stains; not use any chemical bleaching solution, to preserve environmental health and to avoid air pollution. Together, we can build a good environment with harmony in nature so your help is really a matter.
We thank you for your understanding and may you have a pleasant and relaxing moment throughout the whole stays.
Aonang Phu Petra Resort”
To write it all here in detail to let you re-read and understand our point.
4. Tour price
In this situation, we think you had big misunderstanding. After reading your message, only problem we got it in here is our information in hand was not professional enough. Two people told you two different prices. We will take this error to improve. Please be noted for one thing that normal price of Phi Phi Island is 1,500 Baht per pax. Every each price below this is our promotion and I assumed for our staff’s confusion of this promotion made them two told you different thing. We are so sorry for such confused information in their hand. Please be also noted that you can not really compare our price with others outside the resort. We sell it a “Quality”, They sell it a “Quantity”. To use the word “Cheating” is a way to be too much cruel for us. With our dignity, that have never come to our idea.
Please allow us to apologize for what K. Siriluck did that. We assume it was not her intention to create such an awkward and embarrassing situation for you. Her behavior might show that it was extremely inappropriate but I assume she did not mean to make you feel in that way. She said to me that after discussing with you, she could not conclude where the lost item was and you offered to open one of your luggage (not all) to make things clear. It’s not our policy to seek the lost items from our guests’ luggage. When she noted for your fury, she called me and asked for my advice of what to do. Just at that time I had been acknowledged for a situation and noted for how anger you were. I said to her stop doing that and please say “sorry” to you. FYI: she tried to find the truth for the lost bathrobe because everyone concerned were very certain that they put them two in your room. We work on every single detail with our dignity based on standardized system. The items in room are not included in room price and we bare a really high cost on the lost items. Until now, that’s still a mystery since we have no idea where it is. Please, again, accept our faithful apology for the inconvenience you experienced in respect to this issue.
6. A driver
As for Thai Hospitality, a driver supposed to help you unloading your luggage. We have our own contracted driver who has service mind and very warm Thai hospitality. In your case, he was unavailable and fixed with his schedule. We then outsourced other taxi company. After note your message, we already called them and let them know a circumstance, they said sorry and kept promise to improve their people and service.
Last but not least, we thank you for your appreciation to our room. As a testament to our strive for perfection, we have taken steps to ensure that some situation we mistakenly made will never happen again as our every guests deserve the very best. We take pride in ensuring all our guests’ satisfaction. Unfortunately, we did not meet your expectations. We promise to improve our people and unprofessional service; at the same time we are asking for your kind understanding for those you excessively accused our fault to be some kind of cheating. With our pride and dignity, those never come to our thought.
We apologize for the distress we have caused you and thank you for your listening our side. We are committed to provide our guests with the highest level of our service professionalism and we will continue to make it a step beyond.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.