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17 ธันวาคม 2023
We based our decision to book this hotel based on the reviews and have learned never to trust it again. The travellers who gave this resort 5 stars obviously have never been to a genuine 5 star resort before such as the Marriott or Le Meridien. The hotel ruined our holiday and my 50th birthday with many issues, service standards by some staff not up to scratch and simply too many problems and issues when compared to world class resorts such as the Marriott and Le Meridien. EVERY single staff member at the Marriott were polite, friendly, professional and never spoke behind your back the moment you turned around unlike this hotel. We booked through Luxury Escapes, upgraded the room to a Deluxe Jacuzzi Room and paid extra, stayed for 10 days and was given one of the worst rooms in the resort that was dark and had no views of anything whatsoever. I made a request for an upgrade or at least be allocated a decent room given I chose to celebrate this special occasion at their resort but was not even acknowledged until I responded to the email I sent them during my stay. Granted, they sent me a note to the room stating that we could move up a level to another room with a view the next day but we had already fully unpacked and did not appreciate that they did not even consider this before we arrived. Firstly, we selected the VIP transfer package and paid extra. Airport transfer was absolutely pathetic - there was noone holding a sign from Luxury Escapes or the Ramada. The van was dirty and the driver did acknowledge, greet or say a single word. The pick up was almost as bad but the driver was friendly. Upon arrival at the airport we were not met by anyone despite messaging them three times before I arrived. They were 7 minutes late and again made to wait. The lounge itself was staffed by the most lazy staff we have ever seen. Most of them were playing with their phones, the food was very average and the air con was worse than he general airport area. DO NOT PAY for the VIP transfer package!!!! The Free flow drinks and Lunch/Dinner package - Not dissimilar to using a cheap Groupon meal at a restaurant, you are made to feel like a freeloading cheapskate with the general attitude of senior staff when you present the voucher to claim the free drinks and meals. The senior staff members (2 of them) at the pool bar had a bad attitude from the start, never smiled and it seems like they were doing us a favour when they serve us. I will not name them as I do not want them to lose their jobs and they did improve towards the later part of our stay. However, I have never been treated this way before at a 3 star resort, let alone a 5 star resort. I will never ever book this option again and warn others to avoid it unless you have a thick face and want to be made to feel unwelcome. However, I must say that the young waiters there were very friendly and polite. It's just a shame they are lead by senior staff who do not set a good example. Room: * Air con was no
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