A group of us stayed at the resort for 4 days. Overall, it is a lovely resort with spacious and comfortable rooms along with a great pool view. However, the hotel has a policy of charging guests for soiling sheets, whether intentional or accidental. My friend had a skin condition which caused some blood stains on the sheets while he was sleeping. The service staff asked him to identify the sheets at the front counter after dinner, which was rather embarrassing and asked for a chemical washing fee of over 1,200 baht. Despite numerous requests for the hotel to waive the fees, they only managed to offer a reduced charge. We would have paid the fee if we had willfully dirtied the sheets, but this was a genuine medical condition and it caused the group to leave with a poor impression of the resort.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear our beloved guests:
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First of all please accept our appreciation on your loving on our property. At the same time please accept our deepest apology that your departure is not a memorable one. We are sorry that the spoiled sheets policy ruined your whole sweetest days and nights with us in your feeling. We felt not so good after you departed and left a note for us in a questionair. In the matter as your friend's case that has skin condition, we will be carefuly aware and understand the situation much more than this. Sometimes we doing our job without the perfect sense in considering what our guests will think in the matter. Please continue to read this as your information.
The policy of charging the spoiled linens has come from that we are the green resort which we will not use any chemical in every type of linen, (first) to save the world and (second) to be the chemical free for our guests. We have a note in a room to inform our guests that we two, the resort and the guests, have a joined feeling in saving the world so the expense of using chemical will be accountable to both parties, us and our guests. Most of our guests don't understand this and pick up the issue as we are trying to charge everything has been dirty and with only this issue that they left with a comment of "very unsatisfactory service". Please note that we don't charge dirty linen but we charge dirty linen with either can not succesfuly getting rid with a normal naturally process, like coffee, blood, tattoo and so on or the linens that have deep stained for 50% or more than that. In some certain cases, as our judgement from the situation, we will skip and charge nothing. We also have a project of donation from this matter in the future. We think it is the great project that we and our guests should feel really proud for a chance to help others who are in need.
Back into your case, we are again sincerest sorry for this matter destroy all the good things you should receive from us along the first step to your checking out date from the resort. We failed to do this on your departure date. Our staff knew the case as you informed but as you did not mention anything about waiving except the price reduction so they don't recognize your thought. They deducted almost the half price for you. Without awareness of your feeling, the management and staff must express our earnest and faithful sorry in lacking a sense to touch your feeling. The way our staff show you the spoiled sheets might be also inappropriate in your feeling. We will make it a better presentation in the case we must charge. However, if it can be, we will be very appreciate should our guests will inform us the special condition, who need closely care or exclusive request, on their arrival thus we can prepare and do it as best as we can upon those requests.
Please forgive us on making your departure unsatisfactory. We promise one thing to use our judgement and a consideration in the situation more carefully. Thank you really to left the comment for us and please to feel better of this explanation. Especially in your case, we felt guilty and that feeling should be lessen from your anger relieving.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.