Disappointing Hotel Service

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Lung Per
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Disappointing Hotel Service

Post by Lung Per » Thu Feb 18, 2016 10:03 pm

My Thai wife and I have resided for some time in our house in the East. A few days ago we went back to Hua Hin to see old friends, and booked a "Deluxe Room" at the City Beach Hotel, supposedly one of HH´s better hotels. We booked, of course, through Hua Hin Forum´s excellent booking system and received an attractive price for three nights.
So far, so good.
We arrived at the hotel on Sunday around 2 pm after 6 hrs of driving. As in other better hotels, we had expected a "welcome" and a smile. But there were no porters to take our luggage, nobody at the front desk. After some impatient waiting, a sour-faced female clerk turned up. "Passport" she yelled immediately. No smile, no welcome to our hotel. Well, I submitted my passport and the hotel voucher. She had great difficulty reading the latter. She started a commanding conversation with my wife, who she apparently considered to be a lower class creature. I swiftly interrupted her, demanding that she spoke to me, after all, I was carrying the bill and signing for the payment. Then she slammed the registration form on the desk. "Fill out" was her command. At this time I had had enough of her rude behaviour and asked her to do the paperwork after I signed the form - this is general practice in most hotels. After all, she had already taken a copy of my passport. She kept on yelling at my wife in Thai, which I don't understand, and again I demanded she address ME in English with whatever information she might wish to convey. It appeared that she did speak a reasonable English, however, with a heavy bargirl attitude and accent.

Eventually we were given a key and breakfast coupons, and two kaffers carried our luggage to our room. This was located as far away from the elevator as possible. The size was OK, and there was a balcony. The interior could need some new paint but the bed and the furniture were in an acceptable condition. The kaffers left quickly, not doing the usual TV check routine. Apparently they did not expect a tip so they got none.

There was no folder in the room containing tourist information, no welcome kit, no list of telephone numbers for room service, desk, porter, and no mention of access to the pool area or other facilities. etc. BUT, there was a plastic covered A-4 sheet listing all furniture, lamps, glasses, etc. etc. with a price for each in case you should break anything.

No welcome, no smiles, and now THIS? What kind of guests are this hotel used to? I have never in my life felt so un-welcome in a hotel. My first urge was to leave - but we had prepaid for the three nights and I foresaw no luck in obtaining a refund.

My wife and I are well-dressed, well-behaved, and quite experienced travelers.

This hotel gave me the worst experience I ever had - and it was not only on the first day. The tone among staff seemed generally bad to hostile. Only exception was a male person at the front desk weekdays - he might have been a manager - but had apparently no grip on his lady staff.

Would you go to a major hotel which displays an interior list with prices listed in case you should break something? And which displays a hostile tone throughout?

I am not going back. Never again.

PS! The parking attendant was quite helpful. With a smile and some minor financial support he would keep our parking space throughout. That was the only positive experience.


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Re: Disappointing Hotel Service

Post by oakdale160 » Fri Feb 19, 2016 2:06 am

That sort of attitude always starts at the top and works it way down. There are many quality hotel GMs around , most of them seem to be German or Swiss. Thats the secret

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Re: Disappointing Hotel Service

Post by Big Boy » Fri Feb 19, 2016 7:25 am

Lung Per wrote:Would you go to a major hotel which displays an interior list with prices listed in case you should break something?
Not that I'm condoning the poor service, but we've encountered such a list in almost every hotel we've stayed in over the last few years - I thought it was the norm. I always seek it out, read it, and chuckle at the replacement cost of most items in the room.
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Re: Disappointing Hotel Service

Post by migrant » Fri Feb 19, 2016 7:48 am

Big Boy wrote:
Lung Per wrote:Would you go to a major hotel which displays an interior list with prices listed in case you should break something?
Not that I'm condoning the poor service, but we've encountered such a list in almost every hotel we've stayed in over the last few years - I thought it was the norm. I always seek it out, read it, and chuckle at the replacement cost of most items in the room.
We have seen this a lot lately also. Makes me wonder at prior guests
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Re: Disappointing Hotel Service

Post by buksida » Fri Feb 19, 2016 8:29 am

Lung Per wrote: No welcome, no smiles, and now THIS? What kind of guests are this hotel used to? I have never in my life felt so un-welcome in a hotel.
Yep, afraid this is the norm in Thailand now, disinterested staff and poor hotel service. CB is an aging two and a half star Thai managed hotel so I wouldn't really expect any more from it.

Its only when you travel to neighbouring countries such as Myanmar and Vietnam that you notice the difference in the service industry. In terms of tourism, Thailand has had too much too long, now it doesn't give a toss and that attitude permeates down to all levels.
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Re: Disappointing Hotel Service

Post by SydneyGuy » Fri Feb 19, 2016 8:39 am

websites like Tripadvisor etc can save you from such poor customer service and any other bad experiences.

I have been coming to Thailand for the last 21 years, we have stayed in a range of hotels from 3 to 5 star and have always been overwhelmed at the customer service.

Sounds like the hotel you picked should be avoided at all costs.

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Re: Disappointing Hotel Service

Post by usual suspect » Fri Feb 19, 2016 9:46 am

What Lung Per expirienced at City Beach has almost been the norm for many years.
I've heard so many poor reports about this place,& it's staff.
I went there about 5yrs ago just to take a look at the rooms prior to booking my mother in for 2 weeks (thinking the hotel would be ideal with it's central location)..I got almost the same treatment that day as the OP & his lady did..well, as you can imagine there was no way I was going to book my dear old mum into this place!

She has stayed every year across the road & down a bit at Peung Pen Villa..OK, it's a smaller place, but friendly staff that take good care of her, spotless,clean rooms..for less money. :thumb:

(wonder if the receptionist changes her tone/manner to the BKK Thais at weekends..? )

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Re: Disappointing Hotel Service

Post by Lung Per » Fri Feb 19, 2016 1:17 pm

Thanks for your responses. I should add that I picked the hotel for its combination of downtown location and parking facilities.. I'm sorry to hear that the attitude problem seems to be growing around Thailand. Too much success spoils it all. I shall certainly do my homework better next time I pick a hotel here. Unfortunately, not many downtown hotels in a reasonable price range have parking facilities.
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Re: Disappointing Hotel Service

Post by Nereus » Fri Feb 19, 2016 1:25 pm

I use the following. Has parking and the owner is a good guy and speaks good English. Although I did get on his case last time I was there about lack of help with the luggage. Can be booked through here.

http://huahinforum.com.r24.asia/632209/ ... el/cur=THB
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Re: Disappointing Hotel Service

Post by kendo » Fri Feb 19, 2016 1:58 pm

Lung Per you should have asked on here. Over the last eleven years we have stayed at lots of the cheaper hotels down town and you can get some really nice rooms for under 1200 Baht per night. Now a little tip from me, behind Burger King is the Jed Pee guest house I think its soi 70/1 its also known as Hotel Ally your Thai mrs can negotiate the room down to 1000 Baht per night the rooms are clean there's a swimming pool and secure parking. Its a quiet location in the heart of town and the staff are friendly.
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Re: Disappointing Hotel Service

Post by oakdale160 » Fri Feb 19, 2016 2:49 pm

I went to afunction there about 3 years ago. They said that they had a laptop/projector set up fora lecturer who came with his memory stick. Guess what--nothing set up, just no-have to all requests. One of the atendees hada laptop with him,so the lecture was given using that. TOTAL INDIFFERENCE. Shame well postioned hotel, gone to seeda little but could be a good hotel, but only when its sold to REAL hotel people.

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Re: Disappointing Hotel Service

Post by bsdk1960 » Fri Feb 19, 2016 5:41 pm

[quote="usual suspect"]What Lung Per expirienced at City Beach has almost been the norm for many years.
I've heard so many poor reports about this place,& it's staff.
I went there about 5yrs ago just to take a look at the rooms prior to booking my mother in for 2 weeks (thinking the hotel would be ideal with it's central location)..I got almost the same treatment that day as the OP & his lady did..well, as you can imagine there was no way I was going to book my dear old mum into this place!

She has stayed every year across the road & down a bit at Peung Pen Villa..OK, it's a smaller place, but friendly staff that take good care of her, spotless,clean rooms..for less money. :thumb:

My parent stay there 3 years ago, and was very happy with all the thing you mention above

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Re: Disappointing Hotel Service

Post by Lung Per » Fri Feb 19, 2016 6:02 pm

oakdale160 wrote:That sort of attitude always starts at the top and works it way down. There are many quality hotel GMs around , most of them seem to be German or Swiss. Thats the secret
Thanks for sharing your secret. Are there any of those secret hotels downtown with a parking lot? :shock:
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Re: Disappointing Hotel Service

Post by Big Boy » Fri Feb 19, 2016 6:14 pm

Just thinking outside of the box. As a compromise LP, could you maybe use one of the caring hotels (probably cheaper anyway), and pay to park your car at CB? I've been told before they offer a car parking service (never tried it).
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Re: Disappointing Hotel Service

Post by VincentD » Fri Feb 19, 2016 7:27 pm

Have stayed at various hotels in HH and City Beach was (and from the looks of it still is) in need of a major renovation and attitude adjustment. The carpark - well - if you could find a place - would open your car to carpark damage, something that is not really typical of your average hotel. And this was more than eight years ago!
Have stayed in a range of places, from the Sofitel (too hi-so for me), the Melia (now Hilton), Grand Plaza (wasn't bad for the price and they do have a carpark) one or two of the small hotels opposite the Sofitel (but no parking except on the road), out of town Hin Suay Nam Sai and another hi-so one nearby and on the other side of town out near Sailom.
Now out of touch but CB was always on my never to stay at ever again list.
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