“Good Location but NOT Good Service Mind”
I’ve traveled to Koh Samed several times and usually like to stay at different hotels each time. I came across the good reviews of this hotel, so I decided to book it for my parents and me because the location is convenient. I’ve also visited the restaurant under the hotel several times for food and drinks.
Unfortunately, this stay was very disappointing.
The equipment in the room was quite old and rusty. At around 2 a.m., the hot-water pipe under the sink broke, causing hot water to splash over the toilet. We tried calling the hotel, but no one answered the phone, so we decided to walk to the reception.
The way to the reception was very dark and quite scary. When we arrived, the reception was closed and there was no one around. Eventually, we found a security guard sitting near the beach and asked him for help. He came to check the issue and offered to move us to another room. However, we were extremely tired at around 3 a.m., so we told him that if the problem could be fixed, we would prefer to stay in the same room.
When I checked out the next morning, I informed the female staff member at reception (the lady with glasses) about what had happened during the night.
What really disappointed me was her first response. Instead of apologizing or asking what happened, she said with an annoyed expression:
“He already offered to change the room for you, right?”
I was honestly surprised by this response. As a customer, I wasn’t complaining about not being offered another room. I was simply informing the hotel about a serious issue that happened in the middle of the night and the fact that no one answered the hotel phone when we needed help.
She then asked why I didn’t call the hotel. I explained that I had tried calling several times, but no one answered. She looked surprised by this, which made me wonder whether the hotel was even aware that the phone was not being answered.
I would have been completely fine if she had simply apologized and explained what happened clearly. Unfortunately, her attitude and lack of empathy made the situation much worse.
The location is good, and I’ve actually enjoyed visiting the restaurant here before. But good location and good food cannot make up for poor customer service, especially when a guest needs assistance in the middle of the night.
Unfortunately, I definitely won’t come back to stay here again, and I’ll also reconsider visiting the restaurant.
I gave 1 star on service for the staff who checked in us, she was friendly and helpful.
