AVOID!!! WORST STAY OF OUR LIVES. OVER PRICED, HORRIFIC, RUDE CUSTOMER SERVICE.
When we arrived at the pier, we approached the staff member with our hotel sign, who told us we had to wait an hour before we were allowed onto our boat to be taken to the hotel. Once we arrived, we honestly thought we had been taken to the wrong hotel. Where was this luxurious beach which had been advertised on their website? There was no 'private beach' which was one of the reasons we had booked this hotel!!! Also the hotel was in the middle of nowhere, which made us feel very secluded and uncomfortable. Also, the only access to the main town is via the hotels long tail boat, which they charged 250 baht per person for each way (also not stated upon booking). So after checking in and being taken to our room, which was very dark and had minimal lighting, the air con did not work (complained twice and not 1 person came to look at it). The service at the restaurant was poor and slow. Once we had ordered, 2 diffferent people came up to us and confirmed our food order, despite already ordering and confirming it once. The starters took 1 hour and 15 minutes to come (the restaurant was not busy as we were the only guests there, very unusual as there seemed to be more staff then visitors at this hotel). Next, out mains came half an hour later but the dishes were not brought together. My main dish was served then my boyfriends main dish was served 10 minutes later. Additionally, not once were we offered a drink refill or asked if our food was ok. Finally, after waiting 25 minutes, we had to walk up to reception to ask for our bill. Not the standard you expect when you are paying £100 a night for a hotel!! The next day, we decided to take the hotels boat into phi phi town, we were told by the receptionist we could return via the boat at the following times; 13:30, 16:00, 17:00. After a day of exploring, we decided to make our way back to the hotel. We arrived at the pier at 15:30 in plenty of time to catch the 16:00 boat. After keeping us waiting for 40 minutes we were then refused to get on the boat back to our hotel by a member staff who was not even working for our hotel. We were told we had to wait another 50 minutes for another boat to pick us up and return to the hotel (the boat was supposed to pick us up at 17:00. However, the boat did not leave till 17:30!!) once we arrived back at the hotel we complained to the receptionist and asked to speak to the manager about how awful their shuttle boat service was. Weirdly enough, there was no manager around to speak to us and the hotel receptionist did not seem to understand our complaint, therefore we had no compensation not even a sorry for their inconvenience. Upon checking out at 11 am, we were told the shuttle bus was not leaving till half 12, keeping us waiting around for an hour and a half. Also it was very noisey, after being woken up at half 6 each morning by the cleaners brushing up outside our rooms and talking very loudly, with no consideration with people trying to sleep. Additionally, the receptionist tried to hit us with a massive bill of services which we did not use!! As we did not use this service we reufused to pay and asked to speak to a manager, but once again there was no manager around to deal with yet another complaint. Therefore we asked to speak to the manager on the phone. Once we got hold of the manager we as guests were called liars and the manager then hung up on us. We requested to speak again but were told the manager does not want to speak to us (very unprofessional). The manager was very rude and very unhelpful. We then asked to ring our booking company but the receptionist refused once again. As we refused to pay for a service we did not use, the woman started to shout and scream in our face telling us she will keep us from leaving the hotel unless we paid up. After arguing and be not being treated with respect she told us to walk to the nearest beach with all our luggage as we were not allowed on their boat to get to the pier. The staff here were very threatening, aggressive and abusive towards us. Please, think twice before booking here and wasting your money.
Couples - Aug 20, 2017