My boyfriend and I arrived here after two weeks of slumming it on Thailand's beaches and I have to say it was one of the strangest, worst experiences of the trip. I'm not sure what went wrong for us since the reviews are so great compared to our experience and we were so disappointed. I wasn't sure how to even review this place, as we were there in June.
I will just highlight some of the issues we had, as nothing seemed to go right.
Before going to Thailand, we were told about the motorcycle scams (hotels stealing the keys or helmets, etc and having bad bikes that break down and the owner charging you 10,000+ baht to fix it). One of our weirdest situations at the hotel was when we rented a scooter directly from them and we had a great time driving it around Koh Samui to explore since the hotel's location was not that great. We had the scooter for 2 days and after the first day, we left the key attached to one of the helmets so we knew where it was in the morning. The next morning after breakfast we returned to the room after housekeeping had been there. We were going to take the scooter to some temples that day and the key was no longer with the helmets. We immediately went to the front desk to inform them. We went through all our luggage, clothes, towels, etc. They refused to have housekeeping check the trash and the laundry saying they would have noticed. They were incredibly rude about the situation and long story short, attempted to charge us almost $100 for the key. The whole situation was SO fishy and they forced us to speak with the owner of the scooter, who was apparently not even affiliated with the hotel and spoke no English. The woman screamed at us for thirty two minutes, literally, I counted. My boyfriend was so upset that he informed the hotel that this behavior was not acceptable and he was wasting so much money to pay for the key that we had kept in a safe place.
After a while of arguing, the hotel was nice enough to give us two complimentary spa treatments (which were excellent) as well as a sunset dinner. Unfortunately, it rained so we had dinner at the restaurant. When we got to dinner, we were finally over the situation, as the hotel had been kind in their apology. The concierge then came over to our table and started asking about what happened. We thought he was just going to apologize so we said it was just a bad situation but was over now. He then pushed the subject and said we were wrong, we were lying and he was defending the hotel. Here we are, eating a romantic meal and the concierge is causing a huge scene. I told him to please leave us in peace and he kept talking so I got up to leave. My boyfriend told him he ruined our evening and he should be ashamed of himself. We ended up with two free bottles of wine and a cake in the room.
We were leaving the next day, thank God. What a bizarre place. They forced us to pay $100 when they ended up spending way over that to apologize for their despicable behavior.
If you do stay here, do NOT rent the scooters, do not trust the management to be professional and do not eat at their overpriced restaurant. We found the cutest little place down the road called I - Talay Nasai Garden (check out my review if you're interested). Honestly, I- Talay was the only redeeming quality of this place.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking time to share your comments with us. However, I regret to hear of the disappointment aspects regarding to the motorbike key and communication issues.
I apologized that your holiday did not go well as planned and we wished we could have sorted out this issue for you better at that time.
Again, thank you for your valued feedbacks and I do hope that you shall not allow these few incidents to damage your perception of our resort.
I sincerely hope you will consider a return visit in the future as we would like to welcome you once again to deliver you the memorable and relaxing island holiday experience.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.