The surprises began upon our arrival at check-in. We had booked and paid online for one night with breakfast for 2 adults and an 11-year-old child. I must preface this by saying that after 20 days of travel through many hotels in Malaysia, Singapore, and Thailand, any minor issues were always resolved with understanding and effort from both sides, and in some cases, my wife and I even helped with cleaning (except in Singapore). Unfortunately, due to space constraints, I need to concisely explain the problems: upon arrival, the second bed for the child had not been prepared (in all other accommodations, it was always prepared and included in the booking price), and we were asked for an additional charge if we wanted it. It was also made clear that three of us could not sleep in the same double bed. The reception requested a 500 baht deposit for the key card (returned on checkout day) and another 500 baht for the child's stay (these clauses were specified on Trip.com, though not very prominently, but they were there) (anyone booking should read carefully and take note). Regarding some requests I made, the staff (both at the breakfast bar and reception) always responded with a smile and frivolous excuses without taking any action or consulting anyone above them, instead turning their attention to the next customer in line: I pointed out that the pool appeared abandoned upon our arrival, with leaves everywhere, and the water caused strange and rapid skin and eye irritation (there was obviously no chlorine). My son, while playing on the inner edge, found a lighting fixture with a 3*1.5 mm² cable in his hand (as a FIN lifeguard, I know this subject well, and immediately pulled my son out of the water to avoid electrocution). There were missing and broken mosaic tiles, indicating a lack of attention to maintenance and customer safety. We couldn't sleep at night due to external traffic noise, as the patio door had been poorly installed by a makeshift worker with just 3 screws, leaving a gap of 2 cm (I've never seen such work in a 4-star resort). I was asked for an additional price for my son's breakfast, because despite having paid and booked for 3 people on Trip.com, they weren't interested in the slightest and made no attempt to investigate or resolve the misunderstanding (so we decided that only two of us would have breakfast, my son and I). And it was probably a good thing, because the breakfast at 8:15 AM was subpar, and missing items, cutlery, pancakes, and pastries were not replenished. The hot chocolate for my son was just hot water (the hot beverage machine only dispensed water; the assistant handed me the cup with a smile, and in response to my statement, 'excuse me, but this is hot water, not a chocolate,' she started laughing, handed me the cup, and told me they had no more chocolate. Then a guy opened the machine to check and in two seconds abandoned the situation and started clearing tables, ignoring the problem; it felt like a comedy film… Meanwhile, a Russian gentleman started arguing loudly with the bar staff over rotten and substandard watermelon. Later, I brought the situation to the reception's attention, and I was told that the bar's situation was not their responsibility, but payment for breakfast was. I then requested two missing sachets of instant coffee for the room so my wife could at least have coffee for breakfast. After a two-hour wait, nothing. I went out of the room to ask the cleaning lady… The shower drain was clogged and not resolved.
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