I check in at Bella Express at about 12:15, 24 Aug 2013 with my family, it took about 12-15 minutes to finish check in process. We stayed two nights happily though the toilets were not in good condition, Room No. 404 is one of us. We were shock to meet very unsatisfactory service provided at Hotel receptionists including supervisor and Asst. Manager upon check out. On 26 Aug at 09:30, we was approached to Front Desk to proceed our check out, after wait about 15 mins receptionist asked me to pay 5000 Bath for Rm #404 balcony mirror door scratch. Receptionist explained me that, the room attendant was found scratch on 25 Aug while she make up our room and it was happening after we stay. I immediate check with my family members about the incident, all my family members even didn’t know the scratch and strongly told that no one did it. Though I was explained to receptionist that we didn’t damage the property, he simply ignore and keep asking me for the payment rudely. I requested them to meet Manager and tell them that I am in hurry and my limousine was waiting us at hotel porte cochere. Supervisor Jeff met me up after about 15 Mins and given me discount 1000 Bath which I can’t accept and I urged Jeff to meet his Manager. Assistant Manager Sindra(?) came out from her desk (which is just behind front desk) after another 15 minutes and the outcome are the same as previously. Their attitude and customer services let me down and so horrible. I was told them that I can’t pay even single bath due to we didn’t damage anything, Then, I requested them to meet higher level but Sindra told me that she is the decision maker for that time. They offered me 50% discount after they both discuss. Jeff asked me to show evident that we didn’t scratch the mirror if we don’t want to settle the payment, it’s so funny. After wasted our time about 90 Minutes, I realized that it will not solve the problem to talking with them, I asked them to call police or provide me police number. They ask me to go directly to police station to report, they hesitate to offer me the police station number. I have to find police contact number by myself and reported police about the case, police was arriving hotel within 10 minutes and investigate the case. Suddenly, my niece found out one photo in her camera and shows me the photo which was took 12:32:18, 24 Aug 2013. I remember that my niece was taking photos around once she arrive mentioned room after we check in. Appearing on photo, the mirror door was scratched as they sue us. My family and I were very angry about their cheat, wasted our time approximately two hours, simply thrown sorry to us, police will be the witness. Bella Express Hotel has given us unexpected very bad customer experiences. I can’t imagine what we will happen if my niece didn’t take that photo on the check in date……
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for your review regarding your recent stay with us. We are taking your feedback to improve our staff customer service. Please accept our sincere apology for not exceeding your expectation. We hope you can give us another chance when you come back to Pattaya and stay with us again.
Thank you & regards
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.