My partner and I stayed at Impiana for 3 nights and it was all problems from the moment we checked in!
We booked and PAID for a Deluxe smoke-free room with a king bed through Expedia. We also requested a room with a sea view, which we did not get but I could understand that as it was peak season. However, what I couldn't understand was that we were shown through to a room with 2 double/queen beds instead of 1 king. None of the staff advised us of this change or asked if it was ok and the lady who showed us through to our room didn't really say anything when I brought it up to her. So, I went up to reception with our booking confirmation that specifically stated '1 king bed' and all the manager could say to me was that they were really busy and didn't have any king rooms available until after we checked out. Seriously, how hard is it too book and allocate rooms properly?! The only solution she offered was a cheaper room with a king bed, however we had already paid for the more expensive room so there was no way we were going to take that. When we refused that we were basically told we had to deal with it. They didn't offer a room upgrade or even a free meal for our inconvenience, they were rude and incompetent.
Now, onto the room. It is in dire need of maintenance and repairs, just like the rest of the resort. There are cracks in the floor, numerous marks on the walls, the seal for the back door to the porch was coming off and the shower/bath was horrible! The toilet also didn't have a proper door, not good when you have eaten bad Thai food! It was a shower/bath cubicle all in one and you had to step over and into it. The shower head had a very weak stream that I couldn't wash my hair unless my partner held the handheld shower device directly over my head. The staff also spoke very poor English.
Also, no one advised us that fire crackers/fireworks are sold to tourists on Patong Beach at night. So, all through out the night all you can hear is the loud sound of fire crackers on the beach. Needless to say we didn't get a decent night's sleep the whole time we were here. The rock hard beds and too soft pillows definitely didn't help either!
One other problem was that in our room there were bath towels and then there were bigger beach towels. There was a note by the beach towels that said they would be replaced by someone between 6pm-10pm. This never happened. So the next morning my partner took our wet beach towels to reception to change them over. They told him to go back to our room and someone would bring them to us shortly. Ten mins later no one had brought them. So he went back to reception and said he would wait for them there, he was told yet again to go back to the room. Waited, and still no towels. I then opened up the curtains to our back deck and there the towels were. Someone had brought them around but they hadnt knocked on our door or anything, they just put them on the back deck hoping we would find them. This whole fiasco took at least half an hour, we were yet to have breakfast and when we finally got there they were packing everything up. They had stuffed us around for so long that we missed breakfast! But, to the credit of the staff manning the breakfast buffet, once we explained what had happened they went out of our way to make sure we had breakfast.
Overall, I definitely would not stay here again. We stayed at the Millennium Resort near Jungceylon Shopping Centre before coming to this hotel and although it was only 4 star they exceeded our expectations and were easily ten times better than Impiana. The location is perfect, the staff speak excellent English, everything is modern, clean and in no need of repair and the Concierge staff will easily get a taxi/tuk tuk for you and tell you how much it should cost. Stay there instead of staying here!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
