Candice H.
Google
Posting this on behalf of my Boss..
Our experience with The Shore at Katathani, Phuket has been deeply disappointing.
Our reservation had to be cancelled due to an unforeseen and distressing situation. During this time, we made multiple attempts to contact the hotel’s reservations team to cancel the booking, but were unable to reach anyone, despite being in a different country and trying repeatedly.
An amount of THB 177,290.69 was already paid to the hotel. It is important to note that we did not even request a refund. All we asked for was a credit, so that the amount could be utilised during our next visit in March.
Despite this reasonable request and despite clearly explaining the circumstances, the hotel showed no empathy, flexibility, or willingness to assist. The responses received were rude, dismissive, and shockingly insensitive, especially given that this was a time of genuine grief.
What is most upsetting is not just the financial aspect, but the complete lack of human understanding from a property that positions itself as a luxury, guest centric brand. One would expect a reputed hotel to handle such sensitive situations with compassion and professionalism, unfortunately, that was not our experience.
Guests should be aware of how situations like this are handled before choosing to stay here. This experience has left us extremely dissatisfied and disappointed.