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“Poor service”

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Kantary Hills, Chiang Mai
Ranked #24 of 381 Hotels in Chiang Mai
Certificate of Excellence
Bangkok
Level Contributor
21 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Poor service”
Reviewed August 6, 2013 via mobile

As a regular traveller I must say the experience here has been somewhat shocking.

The rooms are nice and the location is great - the gym and pool facilities are also lovely, but the service training really lets this place down.

On check-in we had a really bizarre experience with both staff multi-tasking and barely giving us any attention. She answered 3 phone calls in the midst of attending to us, changed money for someone and was speaking to her colleague on matters clearly unrelated to us. And she told us we had to wait for a room - even though we were checking in at 430pm. On further probing, her male colleague said okay a room is now available.

In the evening we asked for a pair of toothbrush/toothpaste + shower cap which is a standard for any hotel of this pedigree. The series of events was really interesting. First, the guy from housekeeping said "ok" then asked the receptionist to call us back to clarify. They asked us to check in our kitchen cabinets - which no high quality hotel wld ever ask of their guests - but we did. Obviously the toiletries were not there, so we said so. To which the staff asked "Are you sure?". Then the housekeeping attendant arrives with shower caps but no toothbrush or toothpaste. He says the hotel does not provide this.

We call reception again and he says "we are a serviced apartment not a hotel, so we do not provide toothbrush". I strongly urge kantary hills hotel and services apartment to change its name then. This is a BASIC amenity for any decent hotel.

The final straw was when another staff showed up with some toothpicks as an alternative. I couldn't help but laugh in despair before closing the door.

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JUJW82
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kasemkij_Group, General Manager at Kantary Hills, Chiang Mai, responded to this review, August 8, 2013
The Kantary Hills, Chiang Mai, thanks you for your feedback and apologises for not meeting your expectations during your recent stay with us. Your experience has been shared with our team. Our ongoing staff training programme will continue with an emphasis on English training and customer service for all departments. Thank you for your feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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704 reviews from our community

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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (120)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Korean first
  • Portuguese first
  • Spanish first
  • Thai first
  • Any
English first
Wokingham, United Kingdom
Level Contributor
31 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed August 6, 2013

We have 2 rooms at this hotel which are in the new block. Very spacious with kitchen area and well equipped. The location is fine we are are for 3 days and the everything is close by. Service is very good and the hotel has a good reputation. I recommend using travel hub for any excursions they have been excellent nothing is too much trouble and it is excellent value for money. A great place to base yourself for seeing the wonderful area of Chiang Mai.

  • Stayed August 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Gary N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kasemkij_Group, General Manager at Kantary Hills, Chiang Mai, responded to this review, August 8, 2013
The Kantary Hills, Chiang Mai, appreciates your choice of staying with us as a base from which to see the Chiang Mai area. Thank you for your positive review.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Paris, France
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed August 5, 2013

The hotel is set back from the main busy streets of chiang mai and had a nice quiet feel. There wrre lots of coffee shops and bars close by but not many restaurants. We had a great room with a washing machine which useful. Staff helpful and restaurant service good (breakfast coffee terrible!) There is also nice attached shop/cafe with smazing honey cake - try it!
There was a bit of plane noise at the pool. Maybe this hotel is good for a business trip or short vacation but not long holiday.

  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank jan w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kasemkij_Group, General Manager at Kantary Hills, Chiang Mai, responded to this review, August 8, 2013
The Kantary Hills, Chiang Mai, thanks you for your informative feedback and looks forward to seeing and serving you again.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Seoul, South Korea
Level Contributor
283 reviews
123 hotel reviews
common_n_hotel_reviews_1bd8 220 helpful votes
Reviewed July 29, 2013

This hotel is located West of the old city in the Nimmanhaemin district, where there are lots of coffee shops, eateries and nice boutiques to wander around. From here it takes about 20 minutes to get to the old part of town due to the choking traffic. Our room had a kitchenette and combined lounge and bedroom and a nice-sized bathroom. The rrom was modern and well-equipped except for no iron & board which is odd for a serviced place (they do have an ironing room elsewhere). Our room overlooked a very large carpark, rather unattractive. The balcony was glassed-in which I found curious, until the evening when I realised that there was a night club precinct next door. The double-glazing didn't quite block out the booming base sound so I needed to sleep with earplugs . Otherwise the bed was comfortable. Also the maids carts were very noisy on the tiled corridors in the morning. I would also mention that they were quite slow to service our room, it wasn't done until mid afternoon (and they didn't replenish the tea/coffee).
The hotel has a good gym and good sauna and steam room as well as a nice pool area with jacuzzis next to it. The pool area is not great for relaxing due to planes flying overhead and many noisy kids playing around the area, which is not that large.
The breakfast served in the hotel was very good with a nice selection of quality food including crispy bacon , fresh cooked eggs, fruit & muesli and and revolving heated cabinet full of fresh pastries. There was just a small selection of asian dishes in the bain marie as well as rice soup. The only complaint was that it was hard to get a cup of tea/coffee. On both mornings there was no cup on the table and they hardly brought the pots around and we ended up serving ourselves a few times.
Overall a nice hotel with generally good service (but could be better). It lacks a bit of atmosphere in terms of Thai/ nice decor touches so may be better for the business traveller than the tourist. It is also a bit of a pain to get to and from the old city if you wish to go there. otherwise you can just enjot what the local area has to offer.
Note: on the corner of soi 12 is a small shopping centre (seems to be part of the Kantary complex). Visit the Kantary Cafe for good tea/coffee and the biggest most scrumptious crepes ever!

Room Tip: Make sure the nightclubs are not next to your room. Avoid 1504 due to nightclub noise.
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  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Globerwalker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kasemkij_Group, Front Office Manager at Kantary Hills, Chiang Mai, responded to this review, August 2, 2013
The Kantary Hills, Chiang Mai, thanks you for your informative commentary, after your recent stay with us, which should be helpful to other readers. We have shared your comments and suggestions with our team in order to improve our services and guest relations will be highlighted in forthcoming staff training. Many thanks again for your feedback on Café Kantary and the breakfast service. We look forward to seeing and serving you again when you next visit Chiang Mai.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Swindon, United Kingdom
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed July 29, 2013

We stayed for 4 nights, in a 2 bedroomed apartment with ensuite bathrooms, a lounge and dining area and a kitchenette. We didn't use the kitchen as we ate out, but did use the washing machine which was a useful addition. A shame there was no iron and ironing board - although there are ironing facilities in a small room on the next floor up. The accommodation was spacious, clean and comfortable with massive beds. The bathrooms are also fairly spacious. We did eat at the hotel restaurant for one evening meal and several 'tea and cake' stops late afternoon - food was good, as were the breakfasts. The staff were friendly and helpful in general, but not very attentive, we did have to keep attracting attention to be served.
There is a small shop on site for basics. We used the pool once, very clean and nicely laid out. We travelled into the centre of Chiang Mai by tuk-tuk ( set a price with the driver first - we paid around 120-150 baht) to eat at night and visit the night market.
The hotel is well situated in a quiet area of Chiang Mai.

Room Tip: Ask for a room facing the pool or the front of the hotel - ours overlooked a block of flats with con...
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  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank debra d
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kasemkij_Group, General Manager at Kantary Hills, Chiang Mai, responded to this review, July 30, 2013
The Kantary Hills, Chiang Mai, appreciates your positive and informative feedback on your recent stay with us. Guest service training is being focused on in forthcoming staff training. The convenience and courtesy, your comment on the ironing service has been shared with our team. Thank you for your review and we look forward to seeing and serving you again soon.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hereford, United Kingdom
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed July 28, 2013

Our room overlooked an industrial site! We were shown a different room but it was only after we agreed to move we were told by the very miserable and unhelpful staff we would have to pay an extra 800 baht per night. Admittedly not a lot of money but out of principle did not move. The hotel is on the flight path so it was difficult to relax by the pool due to the constant noise of the planes overhead. We felt that the hotel had very little atmosphere and the staff did not make us feel welcome. It was only the cleaners that smiled.

Room Tip: Get a room overlooking the pool otherwise your view will be of industrial units with no balcony to s...
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  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank William F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kasemkij_Group, General Manager at Kantary Hills, Chiang Mai, responded to this review, July 30, 2013
The Kantary Hills, Chiang Mai, thanks you for your feedback which we have shared with our team. We apologise for failing to meet your expectations. We always suggest that guests view our website prior to booking and please note guest relations training is ongoing to ensure we meet the expectations of our guests all of the time. Many thanks again for your feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
32 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed July 26, 2013

I met lot of elderly Japanese who is long stayer at this hotel.
They always together at breakfast time.
Felt that I came back to Japan, but I did not feel uncomfortable though.
Besides this there were many elders.

Services and facilities of this hotel is excellent.
Breakfast menu is Thai style, West style and Japanese style.
Everythings are tasty and fresh.

I just was unhappy to tree Jacuzzi next to the pool, looks those water not to have been replaced a long time.
Water was slimy, strong smell of chlorine, and algae was floated.
I would have complained if I stay more than two days.


By the way,
if you want to transfer, young man Tuk-tuk driver who are outside of the gate of the hotel is recommended.
I was several places where I want to go, I had consult him, he did a tour driver at cheaper prices than the expected.
(However, he is not a guide.)
if I go to Chiang Mai next time, I want to him to driver again.



このホテルでは、長期滞在の日本人のお年寄りに沢山出会った。
彼らは朝食時にも一緒に行動していて、何だか日本に帰って来たように感じた。
まぁ、不快というわけでは無かったけれど…。
この日本人たち以外にも、ホテルはお年寄りが多かった。

このホテルのサービスや設備は凄く良かった。
朝食のメニューはタイ食、洋食、和食で、全てが新鮮で美味しかった。

ただ一つ、私が残念に思ったのがプール横のジャグジー。
長い間、水の入れ替えがされていない様で、
キツイ塩素の匂いとヌメヌメした水で、藻のような物が浮いていた。


ところで、
どこかへ行きたい場合はホテルのゲート外にいる、若い男性のトゥクトゥクドライバーがオススメです。

は市内に行きたい所が何箇所かあって、彼に相談したところ、私が思った値段よりもかなり安い値段でドライバーを引き受けてくれました。
(前日乗ったトゥクトゥクドライバーには2倍の値段を提示されました。)
ただし、彼はガイドではありません。
そして交渉は英語でして下さい。
次回チェンマイに行っても、彼にドライバーをしてもらいたいです。

  • Stayed February 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ferozzz3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kasemkij_Group, General Manager at Kantary Hills, Chiang Mai, responded to this review, July 30, 2013
The Kantary Hills, Chiang Mai, appreciates your informative review which should be useful to other readers planning a stay in Chiang Mai. Your thoughts regarding the Jacuzzi next to the pool have been shared with our team. Thank you for your feedback and we look forward to seeing you again soon.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Kantary Hills, Chiang Mai

Property: Kantary Hills, Chiang Mai
Address: 44 Nimmanhaemin Road | Suthep, Chiang Mai 50200, Thailand
Location: Thailand > Chiang Mai Province > Chiang Mai
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool
Hotel Style:
#9 Business Hotel in Chiang Mai
#15 Luxury Hotel in Chiang Mai
#25 Family Hotel in Chiang Mai
#43 Romantic Hotel in Chiang Mai
Price Range (Based on Average Rates): $
Hotel Class:4 star — Kantary Hills, Chiang Mai 4*
Number of rooms: 152
Official Description (provided by the hotel):
Kantary Hills, Chiangmai is the latest addition to the stylish Kantary Group of Hotels and Serviced Apartments, renowned throughout Thailand for offering the very finest in service and facilities. Featuring a range of spacious, elegantly appointed and fully furnished studio, one bedroom and two bedroom apartments, the accommodation at Kantary Hills is unrivaled for style and comfort. ... more   less 
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Also Known As:
Kantary Hills, Chiang Mai Hotel Chiang Mai

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