The hotel is lovely. Rooms are spacious and clean, pool area is good for kids and the hotel generally looks nice!
However, during our 5 day visit, we never once received one piece of decent customer service.
Upon arrival at aprox 5pm, it took us 55minutes to check in. No real explanation was given as to why, but we just had to wait in the heat until they had finished with out documents. They then gave us poor directions to our room with no offer of help.
Upon check in, they told us our deposit had to be paid twice as we had two rooms. This was not made clear to us upon booking.
On another occasion, they told us we could not order any more beer as they were saving it for the new years eve event that evening! (We had had one beer previously to this.)
Another time, we asked a receptionist very politely if she could call a local restaurant for us to make a reservation for that evening. She declined and told us we needed to buy a Thai sim card ourself or dine at the hotel that evening.
Finally, tried to order a pool snack to pool side and they told us that was not possible. Even though 10 minutes prior we had seen another family be served pool side snacks.
FYI, leave plenty of time for check out too, as they do not let you leave until they have checked your rooms.
Overall we had a great holiday due to the people we were with and the time spent at the pool and on the island. It is a real shame the staff at this hotel do not have any training in customer service. If they did, this would be a hugely different review as the hotel itself, as I have said, is lovely!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.