My husband and I stayed here with our friends (another couple) while travelling Thailand in November. While this resort is quite beautiful our experience was marred but the disappointing customer service we received.
What we liked:
-the rooms themselves are clean, spacious and well appointed with lots of storage for your belongings.
-this was the only place we stayed at in Thailand that had a bathtub. It was nice to soak in a bubble bath after a long day of touring around.
-the pool area was very beautiful
What we didn’t like:
First of all, it’s a bit off-putting to receive a lecture when you are shown to your room. I understand that they need to explain certain details to guests but you come away with the thought that this place has a lot of rules. And in case you are wondering here are some of the rules:
-no going in the pool past 8pm
-no outside drinks allowed at the pool
-the air conditioning can not be turned down past 24 degrees
-guests will be charged for soiled linens and towels
Now I understand most of these rules are probably in place for the enjoyment of all guests. Not everyone wants pool party keeping them up at 2am, but an 8pm curfew on the pool? Really? I just wanted to enjoy an evening swim. And do you really need to dictate what temperature I can keep my room at? As for the linens, what is considered soiled? Sure I can agree that if someone mops up curry sauce with a towel, it’s probably ruined and needs to be replaced. But what about washing my face? What if I get make up on a towel? I don’t really want to spend my vacation scrubbing the linens in the bathroom sink to ensure that I don’t get charged.
Also, our reservation stated that breakfast was included but when we went to the lobby for breakfast we were told our rooms would be charged 300 baht per person. We even showed them the email confirmation that stated breakfast was included and they would still not honour it.
So to sum it up: the resort is very lovely but too many rules for my liking. I get the impression that they had some terrible guests that ruined things for everyone else.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 15, 2013
Dear our valuable guests:
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We appreciate your very positive review on our room. Thank you that you love our room very much. For what you pointed out mainly to our regulation, please to be informed that such regulation is very normal for every standard hotels/resorts or even for chain ones. I ask your kind understanding that the rules make all the guests stay in our resort happily that they can enjoy their fullest privacy and its serenity.
I will go of each that you raised in here.
- No going in the pool past 8 pm.
You pointed out to the rule that is written on board at around the swimming pool. This regulation is very very normal. Every hotel has this rule, not only us. Definitely, this is for your own safety. No guard is on duty to take care of you after 8.00 pm. That's the source of this rule. However, we are always flexible enough. Just that you ask us. We really can not doubt on every guests' mind of what they want should they don't let us know. Should you really want to swim after 8 pm., please please just inform us.
- No outside drinks allowed at the pool
This rule is also written on the same board. Please understand that this regulation is also very ordinary. We believe you will find the same regulation in other same standard or upper level hotels/resorts. For your own sake, we want to keep to swimming pool clean and clear.
- You receive a lecture when you are shown to your room.
Please do not say it "a lecture". It is our SOP to escort guests to their room. You will not walk and hold a key by yourselves. When you arrived, a key was already attached in your room. On the way to the room, our GSA will inform the information you need to know, such as Opening and Closing time of Restaurant, Breakfast time, Wifi, Free Internet usage, Mini shop, such and such. In your room, they will explain of everything so you stay in room at your fullest convenience and joys. Our effort is to inform guest the necessary information. The only reason of this is for your convenience. Most of our guests impressed of our escorting process. We apologize that our GSA might lack a sense to think over to your reaction of exhaustion and a need of a rest.
- The air conditioner can not be turned down below 24 Degrees
You might have a big misunderstanding here. You can of course turn it below 24 Degrees but we suggest you not to. We suggest, not dictate. This doesn't mean "can not". We do this for your own convenience since a cooling system of ours and yours at home is different. Some guests turn it to be 15 to 17 degrees because they want it to get cold immediately. An experience teaches us to write everything guests need to know down. It is better than to let you know after when the problem already raised. Please please understand that we do it for your full enjoyment and convenience. Even we have technician stand by until very late at night, we are happier to make sure you are happy without any problem incur with you.
- Your reservation is included breakfast
As rechecked your booking, we are certain that you bought Room only (Not included your breakfast). We honour you and honour all the truth. We respect you and all the guests and at the same time respect our pride. What indicate in the voucher is a General Term but if you look carefully or trace back in the system you made a reservation, it will say "Room Only".
- Guests will be charged for soiled linens and towels
Soiled linen is when they can not be washed naturally and we need to put a chemical to make it clean. Hence, don't be worried if you just use all linens normally and appropriately such as removing your make up. We are environmental friendliness Resort. Please understand that we don't want to use any kind of chemical into our linens. If that linens are used inappropriately such as use face towel to wipe your shoes that filled of shoes wax the other days before, which we have met numbers of cases, the whole linens become black and can not be washed naturally. We really need to ask for your understanding in a matter and help us the save the world as well.
We respect and honor you as our important guests. We, as hard working people, serve and do our best in every aspect to ensure you receive the best and outstanding services and hospitalities. You are priority and rules will make you blissful and cheerful in our property. We believe you might don’t want other guests to create a noise and interrupt your vacation, you might don’t want air conditioner to break down when you are having a nicest dream. If look in another viewpoint, you will see our concernedness and goodwill.
A long explanation to this line is to make you understand us. What you review is a bit hurt us as a serious working people. Your kind understand in the above matters will be our highest appreciation.
If you think we can be a choice of yours in your trip, we are all delighted should you return.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.