Without doubt, this is the worst service I have ever experienced in a hotel and I have travelled a lot! The resort itself is actually nice, but the service and management is so atrocious that I would NOT recommend staying here. There is a place called Sunny Bay down the road – stay here!
We had booked the Full Moon package which was to include three nights accommodation, transfers from the port to the hotel and burgers before heading to the full moon party. On arrival at the port, the hotel taxi was over one hour late in collecting us, despite being told on numerous occasions that it would only take ten minutes. Had we of known the truth, we could have easily spend £2 each taking a private cab but because we were told over and over that it was around the corner.
When we are finally picked up, we are taking on a joy ride over to the other side of the island and down a dirt track. We end up at this family's house. The driver jumps out, the family circle the car, we are in pitch darkness and they are claiming we have to get out as the hotel has been fully booked. This is the first we had heard of this and presumed it was a scam. We had to force the driver to get back into the car and take us to the hotel.
Upon arrival at the hotel, we were met by a sullen faced receptionist. The hotel had completely over-booked all of its reservations. The hotel was not offering any alternatives – we had all paid our money up front and they couldn't even propose alternative accommodation. In the end, our party that should have had 8 rooms ended up with 4 rooms – on the first night we managed (after long debate) to get the hotel to put some of us up in a hotel 5 minutes away and then after that we had to put up with camp beds. We were lucky though – another couple ended up sleeping on mattresses on the floor in a conference room, with the beach shower room to use as their toilet. I understand that the odd mistake happens with bookings at a hotel, however you do not manage to COMPLETELY overbook a hotel.
As mentioned, the staff were unbelievable unpleasant. Despite overbooking the whole hotel, they could offer no alternative. They didn't even offer our money back until we asked! The receptionist looked constantly miserable. There was a huge lack of communication between the day staff and night staff – we ordered a taxi for 7am to take us for our ferry the night before at reception and, of course, the lady at reception when we went to leave had no idea about the booking. There was also a large lack of communication between the manager and the staff.
Even the bar staff were unpleasant and very rude. The service was atrocious, and when I went to the bar to ask for a drink I was ordered to sit down and the waiter would be there in a minute. We had all been very pleasant to the waiting staff (despite all the problems) so it was annoying to be met with such a response.
On the night of the Full Moon party they tried to charge us for all the food and drink that was supposed to be included in our package. We settled the bill the night before (as we knew there would be problems), but one of our rooms was woken up at 6am as they had "found" more items on our bill and wanted it settled before we left (and yet they apparently didn't know we had a taxi ordered for 7am…)
On our last night, we went to the Sunny Bay resort just along the beach front. The staff were unbelievable pleasant, and it was such a welcome surprise after the miserable bunch at the Haad Son. I don't know what the Sunny Bay resort is like, but it cannot get any worse than the Haad Son. We had so many problems that were just so unnecessary, and not things that you want to have to be fighting for when you are on your holiday.
Definitely do not book at this hotel – they are what gives Thailand a bad reputation.
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- Also Known As:
- Haad Son Resort & Restaurant Hotel Koh Phangan
- Haad Son Resort And Restaurant