I stayed at this hotel for three nights, and overall I had a wonderful experience. From the moment I checked in, the staff made a great first impression by allowing me to check in early because my room was already available. The room itself was spacious, clean, and comfortable. Although it overlooked the nearby village rather than the main view, I didn’t mind at all since I rarely opened the curtains anyway.
Unfortunately, one experience at the pool bar on our last night nearly ruined an otherwise enjoyable stay.
We had bought KFC for dinner and simply wanted some ice. A hotel staff member suggested that we ask the pool bar for it. When we arrived, I noticed there was an air-conditioned restaurant area, so I politely asked for a cup of ice and whether we could enjoy our takeaway there. The lady working at the bar told me that it would be fine as long as we ordered at least one drink. That seemed perfectly reasonable, so I ordered a Mai Tai.
However, I immediately noticed that she seemed annoyed. My boyfriend also commented that she came across as quite rude.
While we were waiting for my drink, the lady spoke to her colleague loudly enough for me to hear. She asked, “Where are these people going to sit? If they’re sitting in the A/C room, I’m afraid it’s going to smell bad.” Her colleague looked visibly uncomfortable, as though he didn’t know how to respond.
At that point, the atmosphere had become so awkward that my boyfriend suggested we simply return to our room to eat instead.
What disappointed me most was not the policy itself. If takeaway food wasn’t allowed in the restaurant, that would have been completely understandable. What wasn’t acceptable was being told we could stay if we purchased a drink, only to be made to feel unwelcome after I had already ordered one. It felt misleading and unnecessarily embarrassing.
I also don’t understand the concern about food smells, considering the air-conditioned area is a restaurant where people eat throughout the day.
I would also like to mention that the gentleman serving us was polite, friendly, and professional. He seemed uncomfortable throughout the interaction and appeared to be seeking approval from the lady before responding to my questions. If she is the pool bar manager, I believe her attitude, communication, and customer service fall well below the standard expected in a hospitality role.
In the end, we spent 280 THB on a Mai Tai, received a cup of ice, and left with an unpleasant experience that overshadowed an otherwise excellent stay.
Despite this incident, I would still recommend the hotel because the rest of the staff and facilities were excellent. However, I would advise future guests to avoid the pool bar until the customer service there improves.
