I can rave many things about this resort's architecture and hardware, from its lovely cliff view pool, exquisite rooms, nice concept and lovely breakfasts. Indeed whatever stated on their website was no where far from the truth. The whole atmosphere was delightful.
The staff however (at least those who attended to us) was dreadful.
On our check out, two towels were told to us as "missing" and we were not allowed to check out before "returning" them. This fuss was made along the walk way as well as the lobby and you can imagine that type of embarrassment we had. We opened our bags and dug every piece of garment within at the lobby but no luck. So we decided to head back to our rooms to double check which another staff, supposedly more senior led us back, then unlocked the room for us, stood outside arms folded and expect us to do the checking. God has it in for us - the towels were found on the bed under the blanket and when we informed the "discipline mistress" outside the room (arms still folded), she replied "oh ok" then head back to the reception utterly some Thai language aloud. The receptionist then told us "ok now you can check out".
I think whatever good things we had for this resort is totally off the cards. The familiar Thai hospitality became Thai hostility. I wonder if the management would condone such a way in which their staff treat the guests. I was made to look like a thief in front of some other guests in the lobby and the most ultimate, after the recovery of the towels which were in the room and the house keeping staff DID NOT do a proper job and reported it was taken away or stolen, there wasn't the slightest apology. I have stayed in the upmarket resorts and mid range ones in Krabi, Phang Nga, Bangkok, Phuket and Samui, and this resort with its hospitality or hostility scores the worse one ever I have been to in Thailand.
In the eyes of all guests, the hardware and architecture are just secondary elements to a good stay. The most impt is always the hospitality and the human factor. This hotel scores not a zero, but a negative score.
I hv reviewed so many hotels I hv been to, from beach chalets to Maldives resort, this is probably the worst one.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 21, 2013
Dear Mr/ Ms Abchan
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Thank you for your last visit to our resort and also very much appreciate your time for the feedback. All guests ‘feedback is valuable for our business whether it is positive or negative. As the feedback will allow us to know the down points of our service in order to improve and also avoid the recurrence in the future. Every time we have acknowledged the serious complaint through tripadvisor there is always an investigation in the department which was mentioned in the complaint by me as the manager. In order to find out what was actually the reason for such a complaint. Please accept my sincere apology for the incident which has made your last visit not with good experience. I am also disappointed to acknowledge the complaint regarding to our resort staff’s manner myself as well. Manner with the guest is one of the most important topics that we always emphasize when we train our staffs.
Nevertheless we do hope to have a chance to welcome you back in the future to prove that the mentioned point has been improved.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.