We booked 2 nights here in September. Upon arrival we were dropped off at the bottom of the drive leading up to the hotel, this is a very very steep hill. There was a phone you could ring reception on to arrange a driver to come down and collect you, this did not work. We then tried ringing the hotels number off a mobile, there was no answer. After 10 minutes we had to pay a local to drive us up the hill.
Upon arrival I was already annoyed, they checked us in and said they would discount the money we had to pay to get up the hill off any services we had. When we got into our room the air con didnt work, back to reception I went. Then when I got back to the room my girlfriend had found mouse droppings on the bed and floor, I went to reception and they seemed surprised I wanted a new room, no apology was made either.
We eventually got into a new room, no upgrade was offered even though the hotel was practically empty, this was not a good start.
The following day we wanted to use the internet, in the manual in the bedrooms it states guests recieve 20 minutes a day free. I went to reception to ask for the code to get on the computers, he was convinced we had to pay and they did not offer free internet. He kept going into the managers office and coming out saying we must pay, I asked to see the manager about 5 times, he/she did not come out, this I thought was extremely poor.
Eventually after I went and got the manual from the room and physically showed him and then he showed the manager and I got very angry they let one of us on the computer.
Upon checkout I asked once again to see the manager as I wanted the 100 baht I had had to spend on the taxi back, eventually after being very angry we got it back.
The hotels views and pools are great, but the staff are so poorly trained its just a joke. We stayed in probably 20 different hotels throughout out Asia travels, from £5 a night to £50 a night and this hotel had by far the worst service. The fact the manager wouldn't even come out the office to sort problems and left the staff who did not understand the problem try and deal with things was just pathetic.