Having traveled the world and now living in Bangkok i would consider myself well versed in what to expect from different types of hotels, to my complete disappointment i would not expect the lack of customer service at the cheapest of places anywhere on the globe.
The Lebua prides it's self on being a 5* hotel and along with it comes a price tag that rivals any hotel in the middle of Bangkok.
Having my father over for my wedding in BKK i felt i would book him into a decent hotel (i have visited the sky bar before and stopped in a 3 bedroom 'tower club' suite in the past) and settled on the Lebua, booking one night for my new wife any myself in another suite so we could fully enjoy their first night in Bangkok.
Checking in was a joke and i was made to feel like an inconvenience rather than a welcome guest. Upon explaining i did not have a passport with me as i live in Bangkok i was initially told to go away!
After a rather embarrassing discussion in Thai between my wife and the check in staff they accepted a driving license as proof of ID, from there the person behind the counter simply said 'go stand over there' and indicated to the side room. Having stopped in the hotel previously i understood this to mean some one would come and check us in and take details etc but my father and his partner were horrified at this sort of behavior and language.
Once we finally got two separate persons to check us in the lady checking my father and partner in spoke to them as though they were rather stupid insisting every line of the H&S policy was read and understood, again this was just embarrassing as the lady checking ourselves in simply asked for a signature and did not explain the paperwork at all!
Feeling rather embarrassed and finishing the 'check in' procedure first i explained i was happy to go to the room ourselves as we had only a small bag, to which the lady took dislike to and simply walked off. Once my father had finished the procedure his 'check in' lady similarly walked off and they were left to carry their bags to their own room. (Amazing! 5* i think not)
The room was spacious and adequate although the access to all 3 balcony's was permanently locked? Whilst my fathers room on a higher floor was not.. this detracted from the experience somewhat.
Finally after finishing an excellent meal at a restaurant close by we decided to call ahead to the hotel and see if a, they had any space at the 'distil bar' and b, if my daughter (2 years old) would be able to sit (or sleep as the case was) whilst we had a 'goodbye' cocktail with my father and his partner. I was greeted on the phone by reception and put through to the Distil bar who explained booking wasn't needed for drinks and the child was not an issue at all. This was a little surprising so i repeated 2 or 3 times to the person from the Distil Bar - are you sure i am ok to bring my daughter if she is well behaved. The answer every time was that this wasn't an issue at all. There were no language difficulties.
Arriving at the hotel after our meal and being denied access to the bar as i am sure any one can imagine was annoying and ruined a perfect evening.
Please note i am not against the hotel policy (nor do i disagree with it) however the way it was dealt with was nothing short of disgusting.
i asked to speak with a manager and was spoken to by Nittaya Kumkhuntod who is a 'senior' hostess manager. Her instant reaction from getting to ourselves was ' i am sorry for your inconvenience ' Amazed at this first sentence we then proceeded to explain the situation ie calling ahead etc. After being interrupted on no less than 5 occasions with ' i am sorry for your inconvenience ' i asked what this actually meant to which she said 'your not going to Distil' Her whole attitude was disgusting and she was not interested in solving or rectifying the issue. Whilst i fully understand it is not within her power to change a hotel policy nothing was done to resolve the situation. When Nittaya clearly got annoyed by the fact we wernt happy she decided to begin to raise her voice! (something i haven't seen from a Thai person working in a hotel ever)
Clearly as Nittaya (who introduced herself as a senior ops manager after telling me ' i am sorry for your inconvenience ') speaks for Lebua and has the authority to do so i can only presume from this (and the above mentioned issues) that the senior management at the hotel do not care if you have an issue and are simply not interested in customer service or repeat business.
If you want to visit Lebua, stop at the many other hotels in this price bracket and visit Lebua for the skybar and leave, enjoy the other hotels customer service and hospitality because you won't get it at Lebua.
- Official Description (provided by the hotel):
- lebua at State Tower is Bangkok's finest 5 star all suite hotel. With an undying passion to innovate and redefine hospitality at luxury city hotels in Thailand, lebua is more than a destination; it is a world-class experience. Enjoy the most opulent experiences at lebua at State Tower, Bangkok. ... more less
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- Also Known As:
- Lebua At State Tower Hotel Bangkok
- Lebua At State Hotel
- Lebua At State Bangkok