On it's web page, SHH promises among other things '...unique destination where memories are made...', '...natural atmosphere that helps to relax...' and '...our team is on hand to ensure the finest services and a complete getaway...'. Well at least one out of the three value propositions was fulfilled during our visit - we did made some lasting memories!
We did arrive early, but were told that we would get a room in 15 minutes. Great, but it all went downhill from that point on. We had reserved room with two beds; not available; instead we were given a room with one bed and were told that our son could sleep on the sofa. SPG membership was not recognized during check-in. Our special package promoted late 2pm checkout; we were told that it's not possible, nor the 4pm checkout for gold members. (Until when at the morning of our departure I decided to go to the platinum & gold member service desk; all of the sudden the 3pm departure was possible since the room would not be occupied after us?) The Welcome fruit platter on arrival that was promoted on our package was one fruit on a platter for three persons to share. There seems to plenty of staff, but surprisingly many have quite limited english skills. At times the staff also seemed to be more interested in talking with each other than serving guests. (I'm not blaiming the staff; they were nice and helpful, but seem to be poorly managed.)
What really ruined our vacation was that we had an unfortunate chance to stay at the Sheraton Hua Hin at the time when an indian wedding was taking place. The main attraction of the wedding was to make as much noise as possible for hours at time and for several hours. I've literally been to rock concerts with less volume! And as some other customer has already stated, they pretty much do not care about other customers if there is an indian wedding going on!
The problem was not the wedding itself, but the practicalities surrounding the wedding arrangements at SHH are somewhat confusing; i.e. for some utterly braindead reason they allow use of pool/lawn area between the buildings for the wedding festivities! And have indian pop/rock concerts there, while other customers are trying to relax and sleep in the buildings surrounding the pool/lawn area! (Did I forgot to mention that they do not stop when the evening comes, but continue until the night!) Unfortunately during our visit to SHH the manners of the guests also left quite a lot to be improved upon; we got what apparently was a prank call on our room telephone during night, people were swimming in the pool with their regular clothes on, shouting in the hallways, balconies and a cross the yard in the middle of the night. They were also smoking, eating, drinking vodka and beer while in the pool! We actually had a men and women using our balcony as a way to move from one room to another! While we were using it! (We have plenty of pictures and videos to prove these incidents.) When we asked them is there something wrong with their room door, they started insulting us. After four complaints during two days and no response from hotel management, the only thing SHH gave us was that they made the innocent girl at the front desk say that she is sorry and comped us 1200thb of serivces. (That's less than 30€!)
To sum it up; avoid at all cost! I understand that big weddings equal big bucks, but I find it worrying that the way that the wedding arragements are allowed to affect the vacation experience of other quest speaks of serious problems with the respect for customers in general. SHH is a four star facility, with three star staff and one star management attitude!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Joose N,
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Thank you for taking the time to provide us with the feedback about your stay with us. We are deeply troubled and of course most concerned to learn of the disappointing elements of your experience, which fell below the high standards we strive to achieve. Please accept our sincere apologies for the shortfalls you experienced. We would like to reassure you that this is not indicative of our company standards.
Your constructive feedback has been shared and discussed with our Management team and rest assured, guests' comfortable stay is our utmost priority in all our operations. Should your time permit, we would be most appreciative if you could allow us to contact you separately via email to share with us more so we may discuss your experience in detail. It is important for us that each and every guest that walks through our doors carries back fond memories of their stay with us and we are deeply concerned that we have let you down and would like for you to give us another chance to show you the true Sheraton hospitality and we will personally see to it that your experience is customized and positive in all aspects
Once again, we appreciate you taking the time to share your experiences on Trip Advisor. However, it would make us most happy if we could regain your confidence and welcome you back to Sheraton Hua Hin Resort & Spa again.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.