We chose to stay in this hotel as it is new and wanted to pamper ourselves, so we paid triple the price than we normally paid for hotels in Bangkok and stayed for 2 nights. However, the services we received were just extremely disappointing.
On the second day of our stay, 3 strangers just walked in our room using their keys. We reported this to the front desk immediately and demanded for an explanation. Since we were rushing for our spa appointment, we could only approach the front desk again that night after our spa and dinner. When we approached the front desk, no one knew why we needed to speak to their duty manager and when the duty manager finally came out to see us, her attitude was like she only wanted to get rid of us. She showed us a report which showed that we didn't close the door and that's why the 3 strangers could just walked in. However, the timings on her so-called "report" were all wrong as those timings were the time that we were still shopping and couldn't be in the hotel and was not the time when the 3 strangers walked in. And we knew that they would say that we didn't close the door as that was the best excuse for the hotel. We asked if they had tried checking the key of those 3 strangers was no problem, they said they could not do that. We told the duty manager that the timings were not correct at all and demanded a better explanation the next day.
Unfortunately, or maybe we are just so unlucky, we got woken up by some loud noises at 3:10 am that night. The loud noises was like someone trying so hard to push our door. We were terrified especially after the incident in the afternoon. We got up and checked if there was anyone in our room and called the front desk to check if anyone tried opening our door again. The night manager said no one tried to open our door but a guest just checked-in the room next to us (we were given a connecting room when we checked-in) at 3 am. The night manager said it might be the guest next to us just slammed the door or he/she was trying to opening the connecting door thinking it was a closet.
The next day was the day we check out. When we checked out, no one was ready to give us a better explanation for what happened the day before. We had to ask for the manager again and all the manager tried to tell us was, it's not her responsibilites and their security chief will come to give us a report. The security chief finally met with us and gave us a report which shows the record of when we opened our door, it says that we didn't close the door properly and therefore the 3 strangers could just walk into our room. This time the timings look okay but we weren't sure if they had just made that up by what we said to them or it's really real?! And we still think that they were just trying to pass the blame to us.
We are also very disappointed that they checked-in another guest at 3 am in the room next to us knowing that it's a connecting room and we were already in the room. Wouldn't it be best that the hotel avoid checking-in someone in the room next to us especially at 3 am? And if the hotel really has no other room for the guest, they could at least accompany the guest to the room and show them that door is a connecting door and tell the guest not to open it?
The other services related problems are as below:
1. When we checked-in, we requested for International Herald Tribune but all we got for the two days were Bangkok Post.
2. When we checked-in, we asked for a late check-out for one more hour and they said it's ok. But we still received a call on the day we check out asking why we still hadn't checked-out.
3. We didn't get any complimentary fruits in our room, even though they had set a fruit bowl, ONE set of cutlery and a small leaflet introducing all the fruits. We had to call the front desk next day to check if we were supposed to get any complimentary fruits and found out that housekeeping had forgot to put fruits in our room.
4. When we went for breakfast, I asked for an English Breakfast Tea when we were showed to our table. But my tea didn't come when I finish my breakfast. I asked for it again, and the waiter brought the tea to the table next to us and I had to tell him that it's my tea. And the tea that he brought to me was Earl Grey!!
Overall, we are very disappointed as we think the way they handled our complaints was very bad. The impression they gave us was they just want us to leave the hotel as soon as possible and they were trying to avoid talking to us. No one apologise for what happened to us and the front desk people attitude was so bad.
As a frequent travller, I have stayed in lots of 5-stars hotels and have seen how hotels responded to guests when there is problem. I have to say that this hotel is not qualified as a 5-star hotel. They might have a good hardware but they certainly lack a good software and offers appalling service.
Although the security chief promised us that he will send us a full investigation report very soon, but we still haven't received anything from the hotel. I had also written an email to their General Manager demanding a report, but so far, I haven't recieved anything either.
My suggestion is you could try staying in this hotel and praying everyday that nothing like this would happen to you if you really want to try it. But there are plenty of good hotels in Bangkok that offer good services with good hardware!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.