R***N
Leisure
5.4
/10
Reviewed 80 week(s) ago
I had an incredibly disappointing stay at this hotel and feel compelled to share my experience.
Basic amenities were either missing or of poor quality. The room was far from clean. There was hair and dandruff on the red sofa, mold and algae in the toilet corners, and a stained bedsheet. The towels weren't much different from rags , with the edges tattered and torn. The slippers were filthy with stains, and the carpet had not been vacuumed at all. When one of the front desk staff requested room service to clean our room with a vacuum, the cleaner actually argued with her in front of us and was unwilling to do it.
Another major issue was the lack of a promised golf cart to pick us up. Despite calling 10 times, no one answered, and we were left to carry all of our luggage ourselves up to the lobby, which was an uphill task given the hotel's hilly terrain.
During check-in, the staff made a huge mistake by assigning other guests to our booked room— the only room left. There was no proper verification of guest names, and they mixed up a Chinese (two-syllable) name with a Christian name! How can a hotel fail to check passports before assigning a room? We were forced to wait almost an hour to check in due to their mistake, causing us to miss our sunset plans. The staff only offered an insincere “sorry,” and when we requested to speak with a manager, he was equally unhelpful. The only compensation offered was 1,500 THB for their restaurant, which hardly felt like a fair resolution. As we paid good money for the room. The food was a letdown as well. I ordered a deep-fried roti with banana, and they accidentally used salt instead of sugar icing. It was incredibly salty, and I'm still unsure if this was an honest mistake or something done on purpose.
The wifi was not existent. To top it all off , the next morning only yellowish muddy water came out of taps , and I found a piece of plastic in my breakfast omelette…
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Accommodation's Reply
05 Feb 2025
Dear Royston,
We sincerely apologize that your stay did not meet your expectations. We regret to hear that our cleanliness standards and service did not meet your expectations, as well as the various issues you encountered during your stay.
Thank you for your feedback. Please rest assured that we take these concerns seriously. Our team is actively working to improve the cleanliness standards of our rooms and enhance staff training to ensure more professional and attentive service.
Regarding the issues with room management and golf cart service, we are reviewing measures to prevent such incidents from happening in the future. We deeply regret any inconvenience this may have caused you.
We truly hope to have the opportunity to welcome you again in the future and will do our best to provide you with a better stay. If you have any further suggestions or require any assistance, please feel free to contact us directly.
Best regards,
Chantra Khiri Charlet Team
