We had booked a 2 bed/2 bath condo associated with this resort. Upon arriving for our 5 night/6 day stay (at 1am no less!) the night receptionist tried to get us to sign forms for 2 different reservations, although we only had one. We refused to sign both. After that, he wanted a credit card so that they can do an additional 2000 Baht charge PER night, 2100 Baht charge for some kind of "Welcome Kit" that we "supposedly" requested, AND they wanted 20,000 Baht deposit in CASH. Who carries around 20,000 Baht in cash? Certainty not us, nor were we willing to pay that since who knew if we would ever get that back. We were told that the 2100 Baht charge and the 2000 Baht daily charge was mandatory for some reason. The night receptionist and another lady that was there (supposedly to get the 20,000 Baht cash from us) were not helpful and put us in contact with a manager via phone - who wasn't really helpful either. Not being comfortable with continuing our reservation with the condo, we booked a separate room at this hotel - not relating to the condo. When I requested a room and asked how much it would be for 3 people in one room, the night receptionist starting laughing at me and then switched to his language and talked about us to the other lady with him. Not only that, it took him 30 min to get us the information. After telling him yes, we want the room and agreed on a price (1 room 3 people, plus an extra cot), he tried to charge us an additional 4000 Baht for who knows the reason. Upon getting to the room, he was like "oh, you don't need the extra bed do you?" Really dude? Yes, we asked for one and we paid for it too. Why would we not need it all of a sudden? We are 3 grown adults and do not plan on fitting on a king sized bed together. So he went begrudgingly to retrieve the cot. By the time this was all settled, it was about 3/330am. Needless to say, we stayed that one night and booked a hotel on Kata Beach which was 100% better.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for your review and we sincerely apologize for the inability of our night receptionist to deal with this unusual situation appropriately when it occured upon your check-in at 01.30h at night.
What you omit to mention in your review is, however, the following facts:
1. Serenity Resort & Residences was NOT involved in your booking at our resort and you rented the condominium directly from the apartment owner via a property agent in Phuket. All deposit agreements made where therefore between you and the condo owner/agent and NOT our hotel's deposit policy.
To imply that Serenity Resort & Residences is ripping-off customers with deposits is therefore false, not true and incorrect.
We do NOT ask for cash deposits on check-in. We merely ask for a credit card swipe on check-in for our hotel guests, which is in line with other hotel's around the world.
2. A senior member of our management team was available to talk to you the following morning and re-explained you once again in details that your reservation at Serenity was not between yourself and the hotel but between yourself and the condo owner/agent and we therefore had not influence on deposits that were asked from you prior to check-in.
The same member of our management team also assisted you with trying to contact the condo owner and the property agent to no avail as none of them answered the phone to sort this out for you.
3. My personal contact details were given to another member of your party and your friend wrote me a long email the following day, raising the same concerns. I then personally took the time to re-explain our own deposit policy once again via email to your friend. Regrettably, I never received an answer to my email sent to your friend, so until this date, I am still not sure if you fully understand the nature of the problem with the deposit.
Once again, we sincerely apologize that our night receptionist was not able to deal with the situation appropriately and might have come across as unhelpful and i will address this issue with our front office manager.
We do, however, strongly reject any accusations that we are trying to rip-off guests with deposits.
Sincerely, Urs Aebi - General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.