Lovely hotel let down by a few staff
23/06/2017 George B, Cheshire, United Kingdom
We arrived at this hotel as part of our travels around the Thailand area. The hotel was beautiful and as soon as we arrived we were welcomed by reception and given drinks which was lovely. We were tol... more
We arrived at this hotel as part of our travels around the Thailand area. The hotel was beautiful and as soon as we arrived we were welcomed by reception and given drinks which was lovely. We were told we had received a free upgrade as we were staying 5 nights at the hotel which we were so thankful for as this is the last hotel to end our travels.
When arriving to our room we were happy with how clean and nice it was. It did have a slight smell what I feel was perhaps damp but other than that it was lovely.
Our first day we just wanted to relax but constantly the phone was ringing and people at the door bell which was a little annoying when we had just traveled and needed a bit of sleep.
The next day we arranged a trip to phi phi islands which was average, it wasn't what we expected but when we arrived back at the hotel maids had put a sign on our room saying 'do not disturb' and our room had not been cleaned and our safe was open? Nothing had been taken out but myself and my friend are very much on the ball with ensuring we check the room before we leave. I attempted to get in touch with reception about this but no answer so I rang house keeping to ask why they hadn't cleaned and put the do not disturb on? They couldn't seem to understand what I was saying so I asked for clean towels. They did come straight up and offer to clean the room then but at 19:00 I felt this was a little pointless as we were wanting an early night.
Reception then phoned the room asking if I still required the room cleaning. I said no but in future I'd like the room cleaning and not for maids to put the sign on the door themselves I also raised concerns about the safe being open when we arrived back to the room. My reply was, 'hmmmmm' so I explained again... It which I realised I wasn't getting anywhere I just gave up and put the phone down.
Breakfast was lovely but again, a few staff ruined this by being extremely rude to my friend, laughing at her because she had came from the poolside and still had her bikini top on, the member of female staff then walked over and said 'you need to put a top on' which was fine and understandable but then I do not understand why a circle of female staff then stood around laughing at her making her feel so uncomfortable she felt she couldn't eat at breakfast that day. I was actually disgusted by the attitude of the staff on this day!!!!
We had fabulous room service and spent most of our meal times eating in the hotel which the food does not disappoint. It was lovely!!
Unfortunately there must have been some
Improvements being made to the hotel in which there was a lot of drilling and noises which wasn't pleasant when I was wanting to relax on days I wasn't feeling too well.
On our last day we attended the bad near the pool which a member of staff named Jun attended to us, he was absolutely fantastic and his customer service was second to none.
Later on when we were hungry we asked to eat in the restaurant area, my friend originally asked a female member of staff who looked at her up and down and said she did not understand and took her over to Jun, my friend asked Jun who said of course we could eat our food there and even went and got us a fan to keep us comfortable while eating!!
The female member of staff who unfortunately we couldn't see her name tag came across very unwelcoming. Jun serviced us our food and we paid our bill with him also. This man is a credit to your hotel and other staff should take note.
Over all, we did have some negative experiences but the hotel was nice and there were some brilliant staff it was just a shame about others that had 0 customer service skills in my opinion. less
Edissa R, Customer Relations at Best Western Premier Bangtao Beach Resort & Spa, responded to this review
Dear George B,
Thank you for having you here with us! It was a pleasure to be of service to you!
Our team always try their level best to ensure the exceptional service is being provided to all our guests and this truly saddened us to hear that they fell short of their goal in this occasion!
Your satisfaction is very important to us and we are sorry that your room was not cleaned when you arrived back from your trip! And sorry that there was a sign do not disturb hanged on your door and that your safety box was opened. It is good to hear though that there was nothing taken out from it!
Additionally, your experience with few team members in our restaurant has been communicated with the restaurant manager and ensured that necessary actions will be taken so this kind of staff attitude will not reoccur in the future!
On the other hand, we highly appreciate your good remarks given to our team member Jun who saved the day and went out of his way to provide you an excellent service! As well, we are thrilled to hear that you did like our hotel not to mention the upgraded room that was provided to you as well as the food. It will surely make our chef and his team happy to know that their cooking was into your satisfaction!
Improvement is necessary in every property and this off-peak season is rather the best time to do the works! Indeed, there is an ongoing room refurbishment in our Villa Wing- (area that is separated from the main wing)! This information was sent out to the agents and posted in our BW website! Please note that works will nearly be completed on the 30th July 2017.
Thank you once again for your feedback! We hope that the positive views of your stay will encourage you to come back to our resort, very soon!
Edissa C. Royo