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“A good hotel but low quality staff”

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Royal Cliff Grand Hotel
Ranked #7 of 463 Hotels in Pattaya
Certificate of Excellence
Reviewed February 20, 2013

I had stayed at this hotel in 2 separate ocassions before now. Boy...have they gone down hill.

The Good:
Big hotel, very spacious, shuttles for going round the complex, friendly staff (see also below).

The Bad:
Takes TOO LONG to check in - 25 min!!! The lady who checked us in was on the phone a lot to someone about our booking, told us to take a seat in the lobby, and then just kept coming back and forth ---- wasting time.

The service at the Thai restaurant isn't any faster either. When we were there, there were only 3 tables. I cannot even begin to image what it would be like if they had a full house. If you went there for lunch, you might end up having dinner instead. So...leave yourself twice as much time for anything you want to do here.

Most staff can barely speak a word of English (front desk is better but only in 'relative' terms).

An example:
Just this morning I asked for prawn congee at the counter but the girl said there were any. So you can see how puzzled I was when I saw a bowl of succulent prawns on the counter top. She didn't understand a word I said so she called for someone else. He did not understand the word 'prawn' either (even though the sign in front of me says so). I then told him 'shrimp' instead and he gets it. Wow...I finally got it. In their terrible English, they thought I said 'pork', which there wasn't any. Their pronunication is so terrible, and they make the word sounds like 'pawn' or, worse still, 'porn'. ^_^

The breakfast is of the lowest quality of any hotel that I have ever stayed at.

One more thing - they did say no sleeveless top for men to enter restaurants and yet they let all those Russians in at breakfast in the morning. I remember being turned back a few years back of this. I had even checked with the front desk staff the night before and he confirmed this was the case. So....

Overall, the hotel is fine but the quality of staff just getting so much worse than what they were like the last time I came.

Will I come back here for the fourth time? Probably not, given the overall experience that we had this time around. Next time I will stay at the Hilton for sure.

  • Stayed: February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Thank DrCK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Cliff_Hotels, General Manager at Royal Cliff Grand Hotel, responded to this reviewResponded February 24, 2013

Dear Valued Guest,

Warm greetings! Rhank you for choosing Royal Cliff Hotels Group on your recent visit to Pattaya.

We also thank you for your time to share your feedback because it provides an opportunity for improvement.

I was happy to read your positive remarks about the hotel facilities and friendly staff.

However we are deeply saddened to know that we were not able to provide you with a satisfactory experience during your recent stay. Your comments on the slow check in, restaurant service and
the breakfast have been shared with the heads of department concerned. They have already taken the necessary measures in order to fix those areas.

Further, we are glad to share with you that that we have invested heavily in training (amongst others – English) and can assure you that on your next visit you will get to experience the "true Royal Cliff hospitality".

We appreciate you alerting us on these issues and we hope you will give us a second chance whenever you return to Pattaya. We can guarantee a much better experience.

Warm regards,

Christoph Voegeli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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343 - 349 of 689 reviews

Reviewed February 20, 2013

Royal Cliff is an Extremly well placed hotel in Pattaya one of the best locations
The Best Rooms to stay are on 10th floor or above to get a serene view of the sea & enjoyable activity of its perosonal beach
Very good for corporate events and confereances.

Room Tip: Rooms above 10th Floor
See more room tips
  • Stayed: February 2013, traveled on business
    • Value
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Thank Vinamra_Agarwal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Cliff_Hotels, General Manager at Royal Cliff Grand Hotel, responded to this reviewResponded March 9, 2013

Dear Valued Guest,

Thank you very much for sharing your generous comments about your recent stay at Royal Cliff Hotels Group.

I was very happy to read that you liked the hotels location, facilities and the views. I have already passed your compliments onto my team. They are very grateful.

We all look very much forward to welcome you back for another memorable stay with Royal Cliff Hotels Group

It was a pleasure to have you as our guest.

Warm regards,

Christoph Voegeli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 19, 2013

It is the first time that I have not checked in a hotel due to the poor attitude and service of the front desk and I really hope that such bad experience in travel will not happen in my life again.

I booked this hotel in Dec 2012 through a travel agency (Priceline) in Hong Kong for checking in on 10 Feb 2013. I paid in full to the travel agency upon my booking. I provided the confirmation email issued by the travel agent to the hotel front desk when I arrived at around 4pm on 10 Feb 2013. The officer of the front desk requested us to take a seat and have a drink to wait for the room arrangement. After around 30 minutes, I was told that the travel agency had not settled the payment of my booking and I was requested to make long distance call to Hong Kong to check what has happened. I made the call and no one answered as 10 Feb 2013 is the first date of Lunar New Year and no office would be opened. Normally the office would only open after the Lunar New year holiday on 14 Feb 2013. Another officer, I guess at Manager grade, told us that we need to pay in full for check-in and they will refund me after they get the money from the travel agent. The price for such `pay in full' doubled the price of my booking through travel agent. This `Manager' then showed me an email that they sent on 9 Feb 2013 at 2035 to the travel agent to request them to settle the payment. I told him that the office should have been closed for such a late request at night. I told them that they should let me check-in as I have paid already with confirmation. They should settle the payment problem with the travel agency later on. This `Manger' refused to do so as he concerned that the hotel may not get the money back from the travel agency. I requested to see their more senior staff as I think this `Manager' may not be senior enough to make decision. However, this `Manager' said their top management are not available and will only return by 6pm. He then made a phone call and subsequently told us that they can make special arrangement for us to pay them at the price of our booking through the travel agent, no need to be `pay in full'. So generous they are! I and my wife were really so unhappy and disappointed with this hotel and decided to leave. I booked another hotel in Bangkok through my cell phone as we decided to leave Pattaya one day earlier. I requested the `Manager' to provide me a written evidence that I have not checked in such that I can claim my money back from the travel agency in Hong Kong. At this point, this `Manager' managed to find a top management guy to talk to us. I showed him our confirmation of payment to him again and he said he can allow us to check in without any additional payment. I told him that I would not check in as I was so disappointed and I have already booked another hotel. This top management guy then wrote down on a paper to confirm that we have not checked in even he offered we can stay without payment from the travel agent. He mentioned nothing about the previous request to pay for check-in by his staff. I toke this written paper and left.

I strongly feel that this hotel has not placed the customers in the top or even a high priority, particularly it is one of the best hotel group and obtained best hotel award for 2012 and 2013 by tripadvisor. Originally we decided to stay in the hotel to enjoy their food and facilities but it turned out that I was so unhappy and disappointed with the ways of them to handle this case. I would not recommend this hotel.

  • Stayed: February 2013, traveled as a couple
    • Service
4  Thank Chris L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Cliff_Hotels, General Manager at Royal Cliff Grand Hotel, responded to this reviewResponded March 9, 2013

Der Valued Guest

Thank you for your comments about Royal Cliff Hotels Group. We take every feedback seriously and always admit to any mistakes made by us.

In this instance we feel it is unfair that you only blame the hotel for what happened. The travel agent has contacted us to apologise for their mistake. If we have received the payment from the travel agent then our team would happily check you in. Please understand that they had to abide by the hotel policy and following the rules. At Royal Cliff we all try our best to accommodate every request and make sure our customers receive the best treatments. Please contact your travel agent and I am sure they can explain that this was not our fault.

After our explanation I hope you will consider staying with us. We have a lot to offer and can assure you that you will enjoy staying here.

Please contact me directly if you need further explanation. I can be reached on via the following email address: wannarat@royalcliff.com

With best regards,

Christoph Voegeli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 17, 2013

We held meetings here as the convention centre on the property will be our conference centre and this is one of 4 hotels in the group that will be part of our conference arrangements. We were upgraded to suites, and given tours of other rooms. The facilities are beautiful. Luxurious rooms, gorgeous views, great pools. The interlinking of the hotels widens the choice of eating and drinking facilities. The spa provides very good quality treatments, albeit pricey. The criticisms? Not all staff have good English and confusion can arise - including the bell desk insisting that i still had to pay my bill, despite my handing over a hard indicating i had checked out. The food is tourist quality - fine if you are not familiar with Thailand, but disappointing if you are, and the standard of western food is very average. The maintenance in in the rooms aren't as one would expect - with shower handle that falls off and light bulbs that need replacement. A mixed blessing is the hotel's location in relation to Pattaya - it is secluded, so transport is needed to get into the hustle and bustle of shops and other tourist traps. Nonetheless, we are looking forward to a return stay.

  • Stayed: February 2013, traveled on business
    • Value
    • Location
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    • Service
1  Thank vivian2010_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Cliff_Hotels, General Manager at Royal Cliff Grand Hotel, responded to this reviewResponded February 19, 2013

Der Valued Guest,

Thank you for choosing to stay at Royal Cliff Hotels Group and we are delighted to hear that you will return again.

Feedback is of utmost importance to us because it assist us in keeping up our high standards and therefore we really appreciate your comments.

We were deeply saddened to hear that some of our staff were not up to your expectations. We have invested heavily this year in training and can assure you that on your next visit to us you will get to experience the "true Royal Cliff hospitality".

In reference to your comment on the food I would appreciate if you could send us more details (e.g. outlet, time, food….etc) so that I can ask our culinary team to look into and to better understand what we have missed.

We also appreciate your input about the room maintenance and because of your comments our Engineering team was deployed to rectify the light and shower fixtures.

Your recent experience is in fact not reflective of the actual level of service we provide and we look forward to welcome you back for the upcoming Conference in August.

With best regards

Christoph Voegeli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 14, 2013

This was my first visit but certainly not the last. The hotel is first class in every respect. The staff is courteous and very friendly. Everything was very clean and like new. Bathroom was outstanding with huge tub and separate shower. View of the pool and the ocean from the large balcony. Big double chair to enjoy the view. Breakfast overlooking the ocean was great. My stay was absolutely enjoyable. A little bit out of town but easy to take the trip in and very relaxing to return to the hotel. Highly recommended.

Room Tip: Make sure you get an ocean view.
See more room tips
  • Stayed: February 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Howard N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Cliff_Hotels, General Manager at Royal Cliff Grand Hotel, responded to this reviewResponded February 17, 2013

Dear Valued Guest,

Thank you very much for writing such a great review.

We very much appreciate your lovely comments and it will be my pleasure to pass them on to our associates.

It was a pleasure to have you as our guest.

We are excited to share with you that we will be adding more facilities and renovating our Grand rooms so that on your next visit you will have something new to experience.

We look forward to welcoming you in the near future.

Best wishes,

Christoph Voegeli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed February 3, 2013 via mobile

Well it's like being in the palace. Not like s hotel. It's near prat am hill so great views no notice has nothing close
Food 5 star
Staff treat you really well
The only thing you have to do whilst your stat
Ting here is e
Shower your self and pick up your cutlery to eat
All in all I can't fault it one if the best
Highly recommended

  • Stayed: July 2012
    • Value
    • Location
    • Rooms
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Thank Louisblackbird
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Cliff_Hotels, General Manager at Royal Cliff Grand Hotel, responded to this reviewResponded February 3, 2013

Dear Valued Guest,

Thank you for choosing to stay at Royal Cliff and for taking the time to share your wonderful experience with us to other travelers. We are delighted that your enjoyed our facilities, restaurants and services.

We are also excited to inform you that this year we will upgrade our facilities so on your next visit there will be something new for you to experience.

We look forward to your return.

Best wishes,

Christoph Voegeli
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed December 16, 2012

We returned to the hotel to be welcomed by various members of staff.This greeting was not made
because they had to,but because they wanted to.this was a genuine very warm welcome.This greeting will be recognised by returning guests. It is hard to describe the pleasure that this gives you and it sets up the start of your holiday at a hotel that gives you a 5star time.This not only covers the staff who we have found go the extra mile to ensure your enjoyment but includes all aspects of the hotel from the gym to the fantastic restuarants,to the great pools.We would recommend this hotel to all people wether business,family couples etc.
Once you have stayed here it is very very hard to think of going elsewhere,and as I do not like thinking hard we will continue to come here safe in the knowledge that we will be guaranteed a fantastic holiday

  • Stayed: November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
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Thank tjjLeeds
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Royal_Cliff_Hotels, General Manager at Royal Cliff Grand Hotel, responded to this reviewResponded December 19, 2012

Dear Valued Guest,

Thank you very much for writing another outstanding review. We truly appreciate your loyalty. It is our promise that on every visit you make we will do our best to make sure you have a wonderful time here. We enjoyed taking care of you.

Thank you also for your compliments on our facilities. Maintaining the hotel to a very high standard remains our top priority.

It was a pleasure to have you as our guest.

We look forward to welcoming you in the near future.

Best wishes,

Christoph Voegeli
General Manager

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 Royal Cliff Grand Hotel

Address: 353 Phra Tamnuk Road | (part of the Royal Cliff Hotels Group), Pattaya 20150, Thailand
Phone Number:
Location: Thailand > Chonburi Province > Pattaya
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Business Hotel in Pattaya
#4 Spa Hotel in Pattaya
#4 On the Beach Hotel in Pattaya
#6 Luxury Hotel in Pattaya
#8 Romantic Hotel in Pattaya
#15 Family Hotel in Pattaya
Price Range: $120 - $506 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Royal Cliff Grand Hotel 5*
Number of rooms: 372
Official Description (provided by the hotel):
A modern architectural wonder, the Royal Cliff Grand Hotel (formal luxury) fulfills every expectation implied by its name, from the sweeping curves of its sea-facing balconies to the impressive atrium lobby. Its beautifully landscaped area, infinity edge swimming pool and sun decks are for the exclusive use of the hotel's guests. The hotel has just gone through a major upgrade in 2015 and has added many new facilities including a cigar lounge. Furthermore the hotel offers the sophisticated business travelers with state of the art technology and business center suites. All the rooms and suites are equipped with IPTV solution and balcony so all guests can enjoy the breathtaking view. Finally you are always connected staying at the Grand Hotel as fast Wifi is offered free of charge. ... more   less 
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Also Known As:
Royal Cliff Grand Pattaya

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