It is the first time that I have not checked in a hotel due to the poor attitude and service of the front desk and I really hope that such bad experience in travel will not happen in my life again.
I booked this hotel in Dec 2012 through a travel agency (Priceline) in Hong Kong for checking in on 10 Feb 2013. I paid in full to the travel agency upon my booking. I provided the confirmation email issued by the travel agent to the hotel front desk when I arrived at around 4pm on 10 Feb 2013. The officer of the front desk requested us to take a seat and have a drink to wait for the room arrangement. After around 30 minutes, I was told that the travel agency had not settled the payment of my booking and I was requested to make long distance call to Hong Kong to check what has happened. I made the call and no one answered as 10 Feb 2013 is the first date of Lunar New Year and no office would be opened. Normally the office would only open after the Lunar New year holiday on 14 Feb 2013. Another officer, I guess at Manager grade, told us that we need to pay in full for check-in and they will refund me after they get the money from the travel agent. The price for such `pay in full' doubled the price of my booking through travel agent. This `Manager' then showed me an email that they sent on 9 Feb 2013 at 2035 to the travel agent to request them to settle the payment. I told him that the office should have been closed for such a late request at night. I told them that they should let me check-in as I have paid already with confirmation. They should settle the payment problem with the travel agency later on. This `Manger' refused to do so as he concerned that the hotel may not get the money back from the travel agency. I requested to see their more senior staff as I think this `Manager' may not be senior enough to make decision. However, this `Manager' said their top management are not available and will only return by 6pm. He then made a phone call and subsequently told us that they can make special arrangement for us to pay them at the price of our booking through the travel agent, no need to be `pay in full'. So generous they are! I and my wife were really so unhappy and disappointed with this hotel and decided to leave. I booked another hotel in Bangkok through my cell phone as we decided to leave Pattaya one day earlier. I requested the `Manager' to provide me a written evidence that I have not checked in such that I can claim my money back from the travel agency in Hong Kong. At this point, this `Manager' managed to find a top management guy to talk to us. I showed him our confirmation of payment to him again and he said he can allow us to check in without any additional payment. I told him that I would not check in as I was so disappointed and I have already booked another hotel. This top management guy then wrote down on a paper to confirm that we have not checked in even he offered we can stay without payment from the travel agent. He mentioned nothing about the previous request to pay for check-in by his staff. I toke this written paper and left.
I strongly feel that this hotel has not placed the customers in the top or even a high priority, particularly it is one of the best hotel group and obtained best hotel award for 2012 and 2013 by tripadvisor. Originally we decided to stay in the hotel to enjoy their food and facilities but it turned out that I was so unhappy and disappointed with the ways of them to handle this case. I would not recommend this hotel.
- Official Description (provided by the hotel):
- A modern architectural wonder, the Royal Cliff Grand Hotel (formal luxury) fulfills every expectation implied by its name, from the sweeping curves of its sea-facing balconies to the impressive atrium lobby. Its beautifully landscaped free-form swimming pool and sun decks are for the exclusive use of the hotel's guests. The hotel has just gone through a major upgrade and has added a new infinity edge pool as well as a cigar lounge. Furthermore the hotel offers the sophisticated business travelers with state of the art technology and business center suites. All the rooms and suites are equipped with IPTV solution. Finally you are always connected staying at the Grand Hotel as Wifi is offered free of charge. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with TripOnline SA, Despegar.com and HotelTravel.com so you can book your Royal Cliff Grand Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Royal Cliff Grand Pattaya