We were two couple and two kids travelling, and we had asked fro two rooms. The rooms were allocated on different floors and when I requested for rooms on the same floor a point blank "not available" was shot at me.
Zero courtesy, zero hospitality.
When I requested that if they can give me room on the same floor the next day (as I was staying for 3 nights) a very non committal luke warm reply came "we will try" (read NO).
There was an error in the confirmation sent to me by the hotel, when I took it up, some lady (apparently the manager) stormed out of the back office and told us that "This is what it is, if we don't like it, we can cancel our booking and leave.
All this when I am sitting at their desk to check-in.
So much for hospitality.....
Then one of the double rooms that was blocked for us had a two single duvets. How wierd is that??
In my room the bedsheet was torn.
For ice you get charged. For a lost slipper you get charged, for a delay in returning the pool towel you get charged......
And there is no room service or f&b available in the hotel after 5 pm.
For a locked safe it takes 30 min for someone to come. For a stuck balcony door 1 hour.
For a booked and paid van to airport, the guy at reception at 4 am says I don't know... where did you book it?
Now for the icing on the cake. if you checkin in this hotel be prepared to give an inventory of their room when you check out. They count slippers, towels, glasses, cups, tea spoons etc etc. Thank god I did not have to submit an inventory of the my jockeys that I was carrying.
I have been working for hotels for last 16 years, and all the above is a sacrilege in hospitality. But may be we are Indians and our definition of hospitality is to be hospitable to the guest and not be hostile..... and yes the frowns and the smirks and the disinterested looks are a norm.
Crux of the matter, the owner has invested in a beautiful product, which is on an amazing location, 10 min from beach, 10 min from action street, but the callousness of staff is really screwing it up.
NOT RECOMMENDED FOR ANYONE
Ask for a poolside room.. First Floor Preferably.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thanks for your stay with us and making efforts recalling every complaint you had about us and shared them with us.
We have gone through every complaint you had about us with all department heads and staff involved and we have to admit we are not the best hotel where we can give you impeccable services as expected. Having said that, we do commit ourselves to always do our best to keep all our guests happy but at times we do know we can't be everything to everyone also.
Our resort has been fortunate enough to see high occupancy most of the time since we open and many bookings are advanced reservations also. For this very reason we always remain extremely careful with our commitment to all our guests, esp. those book late so to avoid disappointment or misunderstanding. For the same reason also, we always remain non-committal when guests have special or additional requests because we know it is very difficult to meet every request when we are fully booked. We understood that when you arrived to check in at our resort, you requested to have both your rooms (one for you and family and the second room is for your friend and family) to be on the same floor, and our staff told you we didn't have 2 rooms available on the same floor anymore due to full occupancy. In response to that, you responded by threatening our staff by saying you would cancel your bookings if we didn't give you both rooms on the same floor, which prompted our colleague to agree that we would let you cancel your rooms if you wish, given the fact that there was not much left we could do to help find both rooms to be on the same floor.
We are pleased to inform that we don't have policy where any of our staff is allowed to chase our guests away, not even be rude to any guests or visitors to our resort. If found, they will be fired in no time. Your comments and feedback esp. saying our manager/staff asking you "to cancel your booking and leave" was extremely worrying and prompted us to go through a comprehensive investigation into your stay with us to make sure our policy remain well respected by each and every staff and colleague of our resort.
Glad to know that you're in hospitality and hotel business for so many years. As a hotelier, we all know full well that it is a standard procedure for house keepers to check inventory and items in the rooms when guests check out and this is common practice among all hotels/resorts in Thailand and we believe most countries also. We always encourage all our guests to speak to us if there is anything they are unhappy about so we can attend to their request right away, rather writing one-sided complaints after they have checked out.
All in all, we value your feedback very much and will take them constructively. There is always room for improvement and we will continue to improve our products and services to keep all our guests happy.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.