EXTREMELY DISAPPOINTING Management treatment & Hotel facilities
Very interesting to check better the reviews this time unfortunately writing mine, seems like our experience is shared by many people... Very badly managed, poorly maintained, dirty, no respect for their customers...
I was there on the last week of December with my family who flew all the way to visit me and my wife. We decided to book the best room type (2 hideaway pool villa around 250$ (10.000THB) per night.
Being one of the most expensive in Koh Chang i had some little expectations about our future experience especially for my family even if we are very easy going people.
We booked directly through the website to avoid the hotel to pay booking commissions etc...
WHAT A MISTAKE this time... We have received a VERY BAD experience:
1)
We first got the "worst" room view they could have, located right on the car par with a view of trashes and cars, we changed room but this time very far but seems we had no choice anyway
2)
The bathtub was impossible to use at first we did not have drain stopper, then we tried to fill it with water but you could not, after 10cm of water we got explained that the tank was empty and we could only get cold water...
In addition when turning on the waterfall which flows in the bath, the water and rocks were filthy, filling the bath with dust, leaves, pebbles...
We told the management but nothing could be done
It would have been ok if this problem would have been the only one... Nevertheless...
3)
When we first got in, we had no towels, we asked for it couple times with no results, after an other call we got for answer that they did not have enough for the whole hotel and could not do anything for the moment and hang up
4)
I booked the hotel wishing to use the SPA as we stated on the phone when booking... the Spa was closed and used as storage area for chairs and equipment...
5)
In the morning workers around with machine was very loud
6)
Breakfast was just ok. No real taste but I would say sadly that it was in our experience least disappointing
(Nevertheless the restaurant staff near the beach and pool were really nice and good despite the waiting time for the food)
7)
But for me the worst part it the management and promises made when we talked to the manager:
He could not do anything (refund, upgrade, discount...) we had to sign a paper which would be sent to the Headquarter and would contact us back...
Since nothing else could be done, I understood and followed the "procedure" without argument and always with respect toward the staff whose fault was not theirs...
We WAITED 2 weeks with no news...
I then contacted the FO manager again who told us to WAIT a little bit more again...
We WAITED again, but nothing happened...
I contacted him again couple time but those time only got to read my message and leaving no answer, just... ghosted and probably blocked us...
THIS IS REALLY NOT AN ACCEPTABLE TREATMENT...
I was really excited to this vacation with my partner and family, we were talking about it before.
But to be honest, after experiencing this service.. We would REALLY NOT recommend this hotel to anyone, even tell people not to go if they ask us for advise...
I hate leaving bad reviews online and rather prefer to talk directly to the concerned people, but this time have no leverage or possibility to contact anyone...