Ting K.
Google
Catastrophic Blackout, Uneven Facilities & Appalling Service - A “5-Star” Nightmare
Our stay at your hotel on 01/24-26/2026 was an utter nightmare that completely ruined our trip. Paying over 17,000 Thai Baht per night for what was advertised as a luxury 5-star villa experience, we expected reliability, consistency, and professional service. Instead, we received negligence, inequality, and utter incompetence.
1. A 5-Hour Total Blackout:
The hotel experienced a complete power outage starting from 8:00 PM. We were left in total darkness—no lights, no air conditioning, and no functioning amenities. The electricity was only restored at 1:00 AM, meaning we were stranded in a hot, dark room for five critical hours during what should have been our rest time before an early flight.
2. Complete Failure of Emergency Preparedness:
· When we called the front desk for a flashlight, we were told that each room is equipped with one. To our disbelief, the provided flashlight was completely dead and unusable. This is a basic safety failure.
· Throughout the blackout, there was no proactive communication or meaningful assistance from staff—no emergency lighting, candles, or even updates.
3. Uneven and Substandard Facilities (Even Before the Blackout):
We booked a two-bedroom villa, expecting both rooms to meet the same 5-star standard. However, the room located in the basement was clearly neglected and poorly equipped. It lacked basic amenities such as a kettle, hair conditioner, and body lotion—items that were fully provided in the other bedroom. This inconsistency is unacceptable for any premium accommodation, let alone one at this price point.
4. Management’s Shameful Response:
The most infuriating part was the manager’s response to our complaints about both the blackout and the missing amenities. He dismissively stated: “This is a area-wide outage, not the hotel’s problem.” Regarding the missing items, no meaningful explanation or apology was offered. He provided no solution, no compensation, and showed no accountability—just pure deflection.
5. Severe Consequences:
Due to the power returning at 1:00 AM, we had to start packing in panic and exhaustion, resulting in zero sleep. We had to catch a 9:00 AM flight the next morning completely sleep-deprived, (we had to leave at 5:30am）which severely impacted our following plans. This wasn’t just a bad stay—it was a disruption to our entire itinerary.
Conclusion:
A 5-star hotel charging premium rates should be defined by its preparedness, consistent quality, service, and accountability. Your hotel failed on all counts. The lack of working emergency equipment, the uneven and incomplete room amenities, the absence of crisis management, and the manager’s irresponsible attitude are completely unacceptable.
We will never return and strongly advise all travelers—especially those with early flights or important plans—to avoid this hotel at all costs. What should have been a relaxing stay turned into one of the worst travel experiences we have ever had.
