The Oriental Residence was a beautiful hotel. Our view was stunning and the food was delicious. They even gave us a free little cake because it was our honeymoon! The pool was nice and the beds were comfy. We also loved the size and layout of the rooms! And that's where the positives end. We tried SO hard to look on the bright side and just enjoy our stay here (especially given all the positive reviews) but it was just miserable.
First of all, none of the staff members speak English. I have no clue how people were under the impression that their English was "good." Our first night, the bellhop took our bags up to our room, showed us the "complimentary" snacks and minibar (which was not complimentary... that was a fun surprise), and told us to be on the 8th floor for breakfast. I explained to him that we had purchased the Romance Package and were expecting a free breakfast in our room (which is what we paid for). He just smiled and said "8th floor is breakfast" again. Okaaayyy? When we went down for breakfast, it was definitely not Cafe Claire (which is where our free breakfast was). I told them "we purchased the Romance Package... is this where we get our free breakfast?" They asked for our room number, pointed to our names on a list and sat us. We were confused but no one could help us so we just ate. Later we found out that the list was for rooms that had purchased breakfast with their room... so we were apparently paying for breakfast TWICE since we got the romance package. When we found the ACTUAL Cafe Claire, we asked the concierge what was going on and if we could just have our free breakfast the next day. He made a phone call then told us "uhhhh check tomorrow." Great.
The next day was just as awkward and confusing. We went down to Cafe Claire and they handed us menus. We asked if the menus were for the Romance Package or if we could also help ourselves to the buffet (the menu items were not for a full meal). The waitress had no clue what we were asking and tried to repeat herself twice to me and once to my husband... we had no clue what she was saying. So we gave up and just ate off the buffet because we were willing to pay anything at that point to just not be confused anymore and to have what we wanted on our honeymoon. How is it possible to staff a hotel full of people who don't know what packages your hotel offers? I wish the staff had been educated on the mere 3 packages they were offering.
After breakfast we went to the concierge and asked how to get to the temples we wanted to see. He barely spoke English and, instead, sketchily drew out a vague diagram of circles and lines that had no information on them so, while we were able to find our way to the Grand Palace, we were lost and had to give up on the rest of the palaces. We never even got to see Wat Arun.
That night, we checked with the concierge about our flight information the next day because we wanted to be SURE everything was booked. He told us that our flight was leaving at 9am and, since it was a domestic flight, we didn't have to leave the hotel until 7am. He was wrong. We were filed as a "late check-in" at the airport and our bags didn't make it to our next destination until we'd missed the ferry to our hotel. When we called Oriental Residence and asked if they could refund us for the ferry ticket they had charged us for then made us miss, they made us play phone tag with 5 different people at the airport before telling us there was no way we were getting a refund. When I emailed the hotel, the manager wrote back calling me and my husband liars and telling us we were told to leave the hotel by 6am. I couldn't believe how unprofessional and rude that was. To her credit, they did refund us for the tickets. However, we canceled our second stay with the Oriental Residence because we were tired of trying to sort out their miscommunication issues while on our honeymoon. They made our vacation into a stressful nightmare.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to share your experience with us. The most valuable feedback that we receive is that of our guests, and thus we take your comments to heart. We are both dismayed and shocked by this feedback, as we pride ourselves on providing exceptional service delivered by a warm, caring staff. As this is more than out of character, I can assure you that it is being investigated by management. We extend our sincerest apologies that this occurred. As well, should your travels bring you back to Bangkok in the future, we hope you will consider giving us a second chance. We do love to ensure that you have the opportunity to experience the Oriental Residence Bangkok just as it should be: warm, friendly and helpful.
Executive Assistant Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.