Booked to stay last March. Was promised a full refund within 90 days. Nearly a year on, no refund. The hotel is not responding to anything. Accor are useless and just keep telling me it’s the hotel’s responsibility. Truly a disgrace. Give this hotel and the Accor group a wide berth!
We were due to visit in April, but due to the pandemic we were unable to go. I eventually got a couple of email responses , promising a full refund. The refund never materialised and was then fobbed off a few more times. The hotel are still not responding. DISCRACEFUL!!!!!! I’m sure the hotel is amazing but customer service is awful. I WOULD URGE PEOPLE TO BOOK WITH CAUTION
I was suppose to stay here in April 2020. Cancelled in March due to COVID and was advised that I would be refunded but it could take up to 4 months. I thought that was a long time being that I got refunds from the other accommodations straight away. Now I realise that they had no intention of refunding me. I have send numerous emails. Firstly advised that they would look into it. Now they don’t answer my messages, and don’t bother trying to phone them, they have taken it off the hook. This is a 5 star accommodation, I am disgusted that they would treat their clients this way. So much so, that I’m not sure if I even want to come to Phuket when borders re-open. So sad that it has left such a bad taste in my mouth, I thought the Thai people were suppose to be lovely.
We booked this hotel pre covid and paid in full for our holiday. Covid came along and the hotel closed , we asked for a refund but they refused saying it was non refundable !! They didn’t care that it was them that had closed the hotel and tourists were not allowed into the country ! We asked numerous times for a full refund even explaining that we were both keyworkers and my wife worked for the NHS ,in the middle of this pandemic we didn’t need anymore stress . The ACCOR group is large multi national business and this is a tiny amount of money to them but a huge amount to us . The customer service has been non existent and they have point blank refused to give us our money back . Book with caution and be aware of the shockingly bad customer service !!
I haven’t actually stayed at the hotel and I’m sure its beautiful however I have got a booking there. Trying to get hold of someone to re arrange dates or get a refund is near impossible. There is no help at all and due to covid we can’t travel! There customer service skills are zero and you can’t even ring as the phone is engaged all the time! Disgusting! From all the hotels we had booked this has been by far the worse!
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