I booked 10 months in advance for my honeymoon! Very excited to check-in, we were told that they had double booked our room, and would be moved to the ibis, a budget hotel, for the first of three nights. 10 months in advance, and not a room available for me?? So every other guest booked more than 10months in advance?The customer relations man then tried to say that the ibis is 'just as good'. I looked up the rate on the spot, to find it was almost half of what I was paying. I asked if I could at least have the difference refunded, and I was told that wasn't possible. I then said I'd prefer to just cancel and go to another hotel, and he said that wasn't possible. So...the hotel can not have a room for me, but refuse to refund me my payment?? How is that lawful?? It took about 20mins of frustration and complaining to have our room upgraded from the deluxe to the junior suite for the remaining two nights.
Myself and my pregnant wife were starving after long travels, and the customer relations worker wouldn't even offer us a free meal when I hinted "some sort of discount for our inconvenience". So he offered us 15% discount* we had to pay for our own meal (VERY expensive! The same meal is almost a fifth of the price in town), and be moved to a budget hotel, instead of our cliff face resort on the first night, without any refund.
Finally we checked in on the second night. The first hick up was the room we were upgraded to, didn't have wifi, even though it was advertised in our rate (It doesn't make sense that the deluxe suites have wifi, but one of the top rooms doesn't).
Room was very nice, although the walk to the lobby is very long and uphill! My pregnant wife was struggling!
The room was VERY hot when the airconditioning wasn't on, and obviously if the key isn't inserted in the wall, the aircon isn't on. We resulted in taking the key off the keytag and leaving it in all day. If not, when returning to the room, temperatures were similar to outside.
After finally being checked in, a worker knocked on the door and handed us a bottle of evian water with a smile, which we drank. The second night, there was another bottle sitting in our room, which we drank.
Upon checkout, we were charged FOUR DOLLARS per bottle. I explained how a worker handed it to me, and neither of the bottles had the minibar seal on the cap like the others did (including another bottle of evian), to which I was told "oh we've run out of stock of the stickers". On top of that, after paying off our remaining balance, I later calculated that he never gave me the 15% discount he promised.
Although beautiful views, this place is a joke. If you've already screwed over your guests, don't get cocky and try and rip them off more.
Location wise, this place isn't great either. It does have beautiful views, but the closest town is about 2km away, and they charge about $9 for a 2 person transfer to the town (less than 5mins!), and after 6pm, the fees go up further. So you're either forced to have dinner at their expensive restaurant, or pay over $10 for a 5min trip for dinner, so either isn't worth it.
By the end of our stay, I was somewhat recovering from the double-booking incident, but the fact the resort was cunning enough to charge me for water that they led me to believe was free, is just awful. Although beautiful, they will gouge you at every opportunity possible.
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- Also Known As:
- Secret Cliff Resort & Restaurant Hotel Karon
- Secret Cliff Resort And Restaurant
- Secret Cliff Hotel
- Secret Cliff Resort Phuket/Karon