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i would to give a feedback and a few points of dissapointment after i stayed in your hotel from 21/1 to 23/1 which was last weekend... actually i make a reservation through globebooking.com and i never realise that i indicated only one person... when your behalf confirmed my reservation and send the hotel voucher for me, i just realise that i made a mistake, then i logged on to both your hotel website and the agent website, i just couldn't have any idea where to go to change the status... so on the check in date itself, i informed the receptionist that i have another person cheking in with me( my girlfriend )... and i request for a queen size bed instead of having twin bed which already arranged by your hotel behalf... then the receptionist request another passport from me for check in another person, but i said she is thai's, then i asked her, do you need her ID card, she keep quiet and never response anything about that! back to my request, she answered she cannot give me a queen size bed, but she already informed the housekeeping department to join the 2 beds for me. at the same time, i want to purchase another breakfast voucher for my girlfriend, and she said i can just pay for my girlfriend at the particular restaurant itself and she gave me the key card...
at night, after went to celebrate my birthday with my girlfriend, we went back to hotel approximately around 12 to 1am, when we reached hotel entrance, one guy, i dont know what's his status about but he is wearing a standard normal black blazer and pant with white shirt, asked me about my room number, 'his face is suspecting i am bringing those type of GIRL to the hotel', after he checked, he came to me and said that i have to pay for visitor charge... then i asked why? and i explained to him that the receptionist which check us in also never inform us there's a visitor charge. not long then, i think is a night duty manager, named mr. watana approached to me after seeing that the guy cannot answer to my question. i did the same explaination, but he keep his bad thinking that i bring those GIRL to check in and keep saying they have to charge a 500 baht... when i told him about the receptionist never tell us about the visitor charge, he replied me myself have to know the receptionist name and asked me why i dont know her name, i replied with very angry, 'that is his duty to go and find out who was it, i am just a guest to check in only, how am i to realise the receptionist name... after the arguements, i very angry in my first ever birthday, i told off the manager, i am going to cancel the 2 days following stay. by not saying anything, he said we can cancel the reservation anytime... in my mind i am thinking, what kind of service is it? at the end we went off with pay a 500 baht cos i doesnt want to argue anymore since even i said i would to cancel the stay but the manager doesnt care and the behavior of lose our one room revenue is doesnt matter.
at the next morning, my girlfriend called to reception to book for another room cos check in by the name of thai's, the hotel will never charge for visitor( as per the night duty manager told us ). then my girlfriend asked the receptionist about the refund of my room, she said they cannot refund as my room is booked through agent. the my girlfriend replied, the night manager said can but how come you say cannot... she never say anything and ask the manager on duty ( MR. NUT )to speak to my girlfriend. gentlely and politely pick up the call with greeting to my girlfriend and asking my girlfriend about what was happening. my girlfriend tell him what was happening from i checked in until that night. and he explained the policies and rules of the hotel. the same thing he said, there is a charge for visitor, moreover, the booking is through agent, so he cannot do anything and just follow the details sent from the agent which check in only one person name. he explained very politely and courteous and admitted they are wrong during check us in. and he gurantee us that our room status is two person and he will make a remark during the daily briefing among the staff. to apologies, he extended the check out time for us... one thing, i was very impressed with the handling guest skill of MR.NUT and i think this is the right procedure of manager responsibilities. anyway, i myself was in hotel industry for 5 years, and my hotel is running a average of 93% occupancy monthly, i been never experience of the behavior of staff on that night. and i think your hotel quality objective is almost the same as my hotel,' to achieve guest satisfaction'. that's all my feedback for my stay, once again, i would to pass a very very much thank you to MR.NUT... have a nice day
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