We came to Kata Beach spa resort after an incredible few days in Bangkok. Prior to arriving, we were advised that the hotel would be having some decorating work done and after discussing this with our holiday company they advised that this would under no circumstances be building work, purely cosmetic, and due to the inconvenience to ourselves we would receive an upgraded room, 20% off the hotel bar and restaurant and a free evening meal at the hotel, which we thought for just some painting and decorating was a great deal!
We arrived at the hotel to be greeted in the lobby by builders, power tools and scaffolding, not the best first impression but we thought nothing of it as we knew we were getting a room upgrade and reduced meal prices. On arriving at reception the staff were extremely rude and dismissive of us when we discussed the room upgrade. Still feeling positive, we thought never mind we won't spend that much time in the room anyway as we have come to relax by the pool and on the beach and to eat nice food. We later realised 2 of the 4 hotel restaurants were closed for "building work" along with one of the pools. This was to our frustration so we went to complain at reception who again were very dismissive and extremely unhelpful. We were not once apologised to or even smiled at by staff, who talked amongst themselves in Thai before telling us they were 'fully booked' and that therefore we could not receive the room upgrade we were promised despite the numerous, clearly vacant, rooms along each corridor. This, for us, was not really the problem but our frustration came from the fact that no apology was made despite the misinformation we had been given and that we were treated as a nuisance.
After heading to the room and unpacking, we made our way down to the pool to find the bar music drowned out by power tools and building work, this was one of the final straws, we went straight to reception to further complain. After a few days of complaining and nothing being done we contacted our holiday rep.
After minimal discussions with Hayes and Jarvis who we booked the holiday through they managed to get us an immediate room upgrade, which we were happy about but highlighted the fact that there were clearly vacant rooms all along.
The hotel had provided us with a free meal voucher and a soft drink for one evening which turned out to be for the buffet due to the other restaurants being closed for construction work.
We are not the type of people to complain, and had we have received an apology in the first instance or even a warm welcome, we probably would have looked past all of the above. The main issue for us was not the building work but the lack of understanding and respect we received from the staff of this hotel when explaining our situation. We have visited Thailand several times now and been to various places within it. Every time at every place we have been amazed by the warm, welcoming response we receive from the Thai people and from the relationships we have built with so many of them so quickly. Other than our very smiley security guard, we have been ignored by staff at Kata Beach throughout the stay. There are no friendly encounters to be seen between staff and residents of the hotel and for us, along with many other things, this is one of the most appealing things about Thailand. Unfortunately, a very disappointing stay at this hotel.
- Also Known As:
- Kata Beach Spa Resort Phuket, Thailand