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“The front desk service was terrible”

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Banyan The Resort, Hua Hin
Ranked #6 of 218 Specialty Lodging in Hua Hin
Certificate of Excellence
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“The front desk service was terrible”
Reviewed October 23, 2012

My stay on 5-8 Oct and altogether we have 10 ppls. We can say that, the front desk staffs ruined our holidays and we won't be back in future.

This hotel was amazing for my first impression. Incredible decor and wonderful environment. Unfortunately, after check in in the front desk, all of my fds were doubt that the front desk staffs didn't have any training before. Of course, we didn't complain on our first day of our trip.

The most ridicolous things happened on the second day, we decided to have the pool side BBQ service on the third day. So we pre-booked the service in the morning time in the reception. The receptionist wrote down a memo for the details and asked me to sign for confirmation. We double check the details, sign it back and the front desk told me they will set up the equipments tomorrow. We all look forward to the BBQ.

We swam in the pool till 4pm and suddenly saw some staffs were setting up the equipment for BBQ. We was wondering and told them the BBQ time is tomorrow but not today. They were shocked and asked if we can change to today as they all prepared After discussed, we changed our schedule because we don't wanna waste the food. Due to the BBQ start at 8 so we went to the downtown to buy some beers. We went back to hotel at 8:15 ad saw all the settings were gone. No food and no equipments. So we called to the front desk for asking the reason. But their replied was let us totally disapointed. We told the staffs what we happened in the afternoon and they just replied all the changing should inform the front desk and now the kitchen is closed. So no more BBQ can be provided. All the mistakes were from their poor arrangement and communication. The changing was because their staffs asked if we could do that. They were impolite and we were terribly angry. We went to the front desk for the explaination. Of course, they denied the request was from their staffs and sounds why we were so unreasonable. They didn't apologize and only replied they have to check the CCTV. What kind of service!!??!?? We requested a vehicle to downtown have dinner. And they request us to back within one and half hour because their default schedule. It's their fault but still restrict our time. OMG!!!!!!!! Of course they didn't reply anything until we left.

The only comment: the worst hotel I ever met.......

  • Stayed November 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Kwanonon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard M, General Manager at Banyan The Resort, Hua Hin, responded to this review, October 29, 2012
Thank you for taking the time to post an insightful review, I am sorry for the incident you have experienced and for being unable to meet with your expectations. I have taken note of the points mentioned and will ensure my Front Desk team be trained to communicate properly and in a professional and friendly manner. To err is human to forgive is divine! I hope you will be divine to forgive us and allow us the opportunity to welcome you one more time at Banyan The Resort, Hua Hin. The opportunity is yours, to check if I have done my duties as a General Manager.
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (68)
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Dubai, United Arab Emirates
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed September 2, 2012

The service in Banyan is second to none. We were welcomed back for our second visit and the staff go out of their way to ensure everything is just right. Lemongrass restaurant serves amazing food too. The shuttle service to the beach, town and golf cannot be faulted. A great place to spend a holiday.

  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank allenhag
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard M, General Manager at Banyan The Resort, Hua Hin, responded to this review, September 7, 2012
Thank you for your encouraging review, we appreciate very much the time you took to review our property and services, it means a lot to us. We believe strongly in customer satisfaction, for us customer service is: “the ability to constantly and consistently exceed the customer's expectations." and we are thankful that you gave us the privilege to serve you. We look forward to welcoming you soon again at Banyan The Resort Hua Hin - The General Manager
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New York City, New York
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed August 27, 2012

We spent 6 days at this resort, staying in a 2 bed private pool villa and apart from some minor irritations our stay could not have been better. The facilities and the standard and cleanliness of the villa were first class and the staff were friendly and efficient in catering for our needs. The only minor problems were that the beds were extremely hard (ok if you like a hard bed) and that the water pressure in the shower was very poor. Also the hot water temperature in the shower fluxuated everytime the pump kicked in and out. The quality of the food at the lemongrass restaurant was excellent (It has won many awards) and the breakfast was fantastic.

In terms of location it is a bit out of towm but we didn't mind because it was very quiet and it was an easy cab ride into town costing around 200 baht. There is a free shuttle to the golf club which takes around 10-15 mins. As well there is free a shuttle to town but it doesn't run all that too frequently.

Overall a fantastic experience and one that we would highly recommend. We will definitely be back !!

Room Tip: Rooms close to the reception and restaurant are better as the resort is quite spread out
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  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Michael L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard M, General Manager at Banyan The Resort, Hua Hin, responded to this review, September 7, 2012
Thank you for your review, on behalf of all the Banyan Team, we wish to thank you for sharing your experience on TripAdvisor, it means the world to us. We hope you will grant us the privilege to welcome and serve you soon again in the not too far future. The General Manager
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Singapore
Level Contributor
24 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed August 23, 2012

We had our wedding party in Banyan Golf Club, and hosted 100+ guests from HK, TW, SG, UK in Banyan Resort. The food in both the Golf Club & Resort was amazing! All our guests loved the spread, variety and quality of food at breakfast, as well as during the wedding party in the Golf Terrace. The rooms were clean, well-appointed, and gave everybody a very comfortable stay. We loved the way the villas were around the pool (we had about 30 villas), and everybody (children & adult alike) could run around the property. This gave a very special feel to the entire experience. The pool was also very well-maintained & water very clean.
The only thing is - don't leave your things lying outside your villa overnight!

Room Tip: Stay in the communal pool villa if you have kids.
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  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank K K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard M, General Manager at Banyan The Resort, Hua Hin, responded to this review, September 7, 2012
Thank you for your review. It has been a privilege to serve you and on behalf of all the Banyan Team, thank you for sharing your experience with the rest of the world, this means a lot to us and is an encouragement to do better and better over the months and over the years. We look forward to welcoming you soon again in the not too far future - The General Manager
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Manchester, UK
Level Contributor
39 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
Reviewed August 20, 2012

We spent 10 days in this amazing resort just outside Hua Hin. The property is very well maintained and staff are very obliging.

We had a 2 bed jacuzzi villa. The villas are quite new and modern with a small kitchenette. Both bedrooms have en-suite bathrooms.

Like others, I think the pools in the pool villas are quite small and you are isolated from the other villas (kids like to mingle). The long communal pool is quite good and is literally just behind the villas.

Buffet breakfast is also excellent with a good variety of European and Thai options.

Be aware that the resort is somewhat isolated and it is a 10 minute taxi ride into Hua Hin. There is not really much within walking distance. There is a free transfer bus either into Hua Hin or to Takiab beach but this only runs about every 3 hours. It is easy enough to get a taxi or tuk tuk to and from the resort.

Overall, an excellent place to stay.

Room Tip: Jacuzzi villas are probably better than pool villas if you want to use the pool. Pool villas may be...
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  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank 3outof5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard M, General Manager at Banyan The Resort, Hua Hin, responded to this review, September 7, 2012
Thank you for your review and for the tips you have given to our guests, we appreciate your comments. We do have a kids pool located in the middle of the resort next to SPLASH pool bar and restaurant, where kids can mingle and play together. We understand the need to further develop this location to be more attractive to our younger guests and we will be considering this option very soon. Again thank you for sharing your comments which I ensure are taken seriously. We look forward to welcoming you soon in the near future. The General Manager
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Windsor, United Kingdom
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed August 17, 2012

Stayed for a week in August. Top class villa, very clean and safe. We booked a villa with private pool but on arrival were given the option of one with the communal pool outside that snakes between the villas - a much better option for families as the private pools are very small and the villas that go with them are away from the communal pool. With the communal pool you can watch your kids playing and having fun with other kids not 15metres from the back of your villa.
Breakfast excellent, staff friendly and courteous but make sure they really understand what you are asking if you have any requests or try booking any trips.
200 baht minimum taxi fare - 10 minutes to hua hin. Tuktuk same coming home.

  • Stayed August 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank dave p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Zurich, Switzerland
Level Contributor
32 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 55 helpful votes
Reviewed August 12, 2012

This is your ideal choice if you're looking for more space or if you are just bored by the standard hotel room.
The price you have to pay for this is the location:
It's around 5 minutes by free hotel shuttle bus or taxi (THB 200) to the city or beach.

We liked:
- privacy and space of our own two bedroom villa for less then what you pay for one good room in hua hin beach - which is far from spectacular.
- full kitchen, living room and 2 bathrooms add a lot of comfort, especially for a family
- Excellent on-site restaurant.
Variety, quality and service are great, and prices are reasonable. This is a very big plus, as you are more or less captive audience unless you have a car or take the shuttle or taxi downtown, which I don't like to do for each meal.
Not shure if anyone ever ordered the cheese fondue though... :-)
- Free shuttle to golf course (~ 20 min)
Good sightseeing and another nice restaurant, so worthba visit even for non golfers.
- Long and usually uncrowded pool directly in front of the villa with built in jacuzzi.
- Friendly and helpfull staff, as you've come to expect in Thailand.
- clean & well maintained resort. Please note that the hotel is adjacent to private property villas, some of which are still under construction. There was NO noise or other disturbance at all currently

What we did not like:
- Odd smell in the second bathroom.
- Bathroom window which was not fixed properly, so could not be opened.
- toilets which don't flush properly. Nice design as you'll see on the website, but some function would be nice.
- too far away from convenience store. Next 7-11 is around 10-15 min on foot.
- average to poor quality TV reception & selection

Room Tip: Ask for a villa FACING the pool. some are turned 90 degrees to face the next villa. Don't go fo...
See more room tips
  • Stayed July 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Popoki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Richard M, General Manager at Banyan The Resort, Hua Hin, responded to this review, September 8, 2012
Thank you for your review and for sharing your experience on TripAdvisor. I have taken notes of your dislikes regarding the bathroom smell, the flushing of the toilets and the quality of TV reception and instructed my engineering team to investigate these issues and solve them at once. I have also noticed your comment regarding the selection of TV programs, we do have a selection of 30 channels, were you looking for any particular programs? Please do let us know next time when booking, we will make sure to have your favorite program on the list if possible. Again, thank you very much for your comments, we look forward welcoming you back in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Banyan The Resort, Hua Hin

Property: Banyan The Resort, Hua Hin
Address: 68/223 Mooban Hua Na | Nong Gae, Hua Hin 77110, Thailand (Formerly Banyan Resort & Golf)
Location: Thailand > Prachuap Khiri Khan Province > Hua Hin
Amenities:
Bar / Lounge 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 Swimming Pool Airport Transportation
Hotel Style:
Ranked #6 of 218 Specialty Lodging in Hua Hin
Price Range (Based on Average Rates): $
Hotel Class:4 star — Banyan The Resort, Hua Hin 4*
Number of rooms: 74
Official Description (provided by the hotel):
Resort, retreat, rewards. Banyan The Resort is located minutes from the centre of Hua Hin town and is the ideal holiday destination for families, couples and golfers. It is the preferred resort at weekends by residents living in Bangkok and nearby cities. The Resort has been voted amongst being one of the best golf resorts in South East Asia. Set in a beautiful landscaped environment and complimented by world-class facilities, the idyllic resort comprises of luxurious two and one bedroom villas, tropical gardens, infinite swimming pools, recreation, spa, fitness and 5 star dining venues serving Thai and International cuisine. The Resort offers golfers a courtesy shuttle service to the golf club and offers preferred rates to play the course. ... more   less 
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Also Known As:
Banyan Resort And Golf
Banyan Resort & Golf Hotel Hua Hin

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