Suchita A.
Google
Highly unprofessional staff and very distressing experience – would not recommend
Our stay at Baan Haad Ngam, Koh Samui turned into a very unpleasant and stressful experience due to repeated issues and extremely unprofessional behavior from the staff.
To be fair, the property itself is beautiful and well located, however the staff handling and guest management are extremely poor and not welcoming at all, which completely ruined what could have been a good stay.
Upon arrival, the staff member handling our luggage broke the handle of my suitcase. I did not make an issue of it during the stay and mentioned it only at the time of departure, purely as feedback so the hotel could train their staff better. Instead of listening, the front desk staff — including Felix, Pancake, and others at reception — started shouting, saying we should have informed them earlier. The way this was handled felt harassing and completely unnecessary, especially since it was shared only as constructive feedback.
We also faced a serious water clogging issue in our room. Despite calling multiple times, the service was delayed, which caused us to be late for our scheduled plans that night. Unfortunately, the same problem occurred again the next morning, causing further delay during checkout. We informed the hotel in advance that we would be delayed by just 15 minutes, yet after that we had to wait another 15 minutes for the luggage cart to arrive. Despite these delays being beyond our control, the staff accused us of checking out late, without acknowledging their own service lapses.
Another major concern was the lack of clarity regarding drinking water. During our stay, we were denied water at night and were simply told to buy it from 7/11, without being informed that additional water could be provided on a chargeable basis. Had this been clearly communicated, we would have happily paid or arranged water ourselves in advance. What was confusing and disappointing is that later, water was provided during the day and was stated to be “complimentary as a goodwill gesture.” This inconsistency highlights poor communication and left us feeling unnecessarily inconvenienced.
On the day of departure, our airport van was scheduled for 5:00 PM, and we were present in the lobby on time. One group member briefly needed to use the washroom, during which the staff again started shouting, stating they needed to pick up another guest from the airport. This resulted in yet another unwarranted argument, creating stress and panic at an already tense moment. The behavior was extremely rude and uncalled for.
Overall, the staff demonstrated:
• Very poor communication
• Lack of professionalism and courtesy
• No accountability
• Inappropriate and aggressive behavior
The repeated shouting and blaming was deeply distressing and traumatic for our entire group. This is not the experience one expects from a hotel in the hospitality industry.
While the property may look appealing, the staff behavior and guest handling make it a place I would strongly recommend avoiding. Koh Samui has many other hotels where guests are treated with basic respect and professionalism.
