I selected this hotel primarily for the roof top bars, as they were a big draw card in hotel choice.
Admittedly I did no research on the property itself, but assumed it would be of a five star standard and of a high calibre.
The lobby area is nice and the staff very welcoming. As I had booked a Tower Club room, I assumed we would be whisked to the club lounge for check in as is the case in the majority of hotels with club floors.
We were in fact kept waiting a short time in the lobby before being taken to the business centre for check in which I found quite bizarre. There were complimentary refreshments which was a nice touch seeing we arrived early and had missed breakfast.
Imagine my dismay when told we could not check in until 2pm ( which was fine seeing we arrived at 11:30am), and could not access the club lounge for a snack or beverage after such an early start to the day. I have never encountered this before in a 5 star property with club floors. Not a good start to our stay.
Miraculously our room was ready 10 minutes later and we were showed to our room. Even though we had a room on the 58th floor with a nice view, other than the bathroom, the room itself was quite average and dated, and the beds quite hard.
There was no mini bar, but there were complimentary soft drinks in a fridge in the kitchen ( which had no cooking utensils/equipment) which was a nice touch, but lacking for a 5 star property.
The club lounge itself doubles as a restaurant in the evenings, so closes at 6pm; not the usual 5 until 7 canapes and cocktails as at every other hotel I have stayed in. You can however order beverages from a limited menu through the day with an assortment of snacks on offer; not a large array, but sufficient.The staff in general are pleasant, but when busy can be quite abrupt. Breakfast in the club lounge is very limited with no hot items at all, and a very basic spread. Downstairs in the main restaurant breakfast is very good but so busy. The whole point of breakfast in a club lounge is the intimate and quiet ambiance which is not the atmosphere downstairs, so even though a good breakfast, I do prefer club lounge.
The bars on the 63rd to 65th floor are great with magnificent views, but can be very crowded with a lot of people outside the hotel frequenting them; the lifts can therefore be very full with a line of people waiting to access the bars; not good for the guests staying on the club floors trying to get to their rooms!
No preference is given to in house guests in the bars, so you really need to get there well before 6 pm in order to get a table. The drinks were good and ambiance great, and staff very nice and welcoming ( as in most areas of the hotel)
The spa left a lot to be desired; attached to the gym and quite dated and basic; not at all what I have experienced at hotels of the same standard; and the treatments themselves, very disappointing and not at all professional; the staff really were not experienced which was obvious in the standard of massage both of us received.
I actually lodged a formal complaint as I was so disappointed; and the duty manager offered us a later checkout which was appreciated seeing we had a late departure; I also assumed the charge would be removed from our bill, but it wasn't!
That was really the final straw in what was a less than satisfactory experience.
Upon check out I bought this up again and was given a discount on the treatments, but I didn't think that was the correct way to deal with a complaint in my opinion.
Needless to say I would not return to this property, and other than visiting one of the bars on the upper floors, and I probably wouldn't recommend it with so many other 5 star properties available in Bangkok.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 14, 2013
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Thank you for your feedback informing us about your experience during your recent stay at our hotel as well as for the opportunity talking to us directly.
Your invaluable feedback is important to ensure that we continually deliver the service our hotel is renowned for and exceed your expectations for future visits.
All your comments have already been discussed with the relevant departments to avoid similar shortcomings in the future and I would like to apologize for any inconvenience this may has caused you.
I truly hope that we do have the opportunity welcoming you back to our hotel in the near future and would like to offer my personal assistance with any questions or requests you might have.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.