I first booked this hotel at the end of December for the beginning of February, staying for 4 nights. Mid way through January I was contacted by the reservations manager explaining that the reception team had put my booking in the wrong month and subsequently I had received a cancellation charge for a no show. The reservations manager offered to refund the charge to my card or I could leave the charge to go against my actual stay. I opted for the later. Shortly after this my plans changed and we reduced our booking from 4 nights to 2 nights, this was confirmed with the reservations manager and we looked forward to our visit. From this point forward our experience of the Mandalai hotel went dramatically downhill.
On the day of arrival we were taxied to the hotel to be met with a very cross reception, I presented my paper work showing our booking for 2 nights, but the reception team still had us booked in for 4 nights and therefore when we had not arrived 2 days before had charged me another 2 nights cancellation. The reception team presented me with their paperwork showing 4 nights booking, but then I went through the pile to find an updated booking confirmation of 2 nights in their pile. Unfortunately this was not enough for them and they would have to check with management and get back to us later in our stay. For the next 2 days each time we went by reception to check on the progress, the reception team would say that they had not been able to get hold of anyone yet.
On the night before our departure I thought it best to settle our bill as we had an early ish departure after breakfast the next morning. After a lengthy conversation with the young man on reception he agreed that our booking was only for 2 nights, but the charge from January still stood. I explained that this had been their mistake and I was due a refund for this. Reception could not do anything with this and I was told that a manager would be on duty the next morning to sort the problem.
As you can image the next morning I made sure that I was at reception at the agreed time to meet with the manager to get my refund and get on my way to my next destination. What I wasn’t expecting was to be faced with the same receptionist from my arrival date, once again saying that I could not be refunded for the January charge as it was a cancelled booking. This argument went on for the full half an hour before my pick up with no result. So I left the hotel after stay for 2 nights, and paying for 3 nights, one of which was charged above the agreed per night rate!?
Once I got to my next destination I called the contact numbers on the confirmation in the hope of speaking to the reservations manager to action my refund. After several tries I got though to another receptionist of the hotel who said that my refund had been given and I should check my bank account for confirmation. This call cost me £15 from my mobile. And so I did kept checking my bank account from my phone and 2 days later another 1 night charge was taken from my account! I both emailed and called the hotel demanding the correct refund to be given, reception assured me that it had been given, and I told them that I had been charged, not refunded. Nat on reception said that a refund for 2 nights had been given after the charge for 1 night had been made. Later I did see the refund for the cheaper nights refunded, leaving the hotel with 1 night at over the per night rate and another at the standard.
Since returning home I have had the chance to total the costs to me with the extra cancellation charges made, bank transaction charges, my phone bill for calls and data and I am at a financial loss of over £100, or 5000 baht.
I have tried to contact the reservations manager, by several emails explaining my complaint and the fact that I am at financial loss through no fault of my own, but it has fallen on deaf ears. Added to this our whole experience of this island was ruined with the concern over how much money they were going to take from us even though we had complete and correct paperwork.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.