I strongly advise all prospective guests to stay away from this hotel in Patong. There are many other fantastic places to stay within walking distance that will offer superior service, rooms, food etc
I stayed for a total of 24 nights in January staying in multiple rooms from Superior up to some of their suits. I had prebooked a non flexible stay in August of last year and would have left the hotel if I had any option to.
I had a few good experiences with the staff at the hotel however the majority were very poor.
Firstly the night staff were incredibly rude, they continuously treated my girlfriend very poorly presuming that because she was of asian origin she must be a working girl. When questioned about it, I was told that it is hotel policy treat all women of singapore, malaysian, Thai races like they were working girls and question every move they made. This was after we had already stayed for 20 nights and left a very bad taste in my mouth. The staff refused to accept any responsibility or appoligise for there mistakes and rudeness.
Secondly, unlike every other hotel I have stayed in Patong, Thailand, India or Singapore (over 100 nights in the last 5 months) this hotel decided on the night before I left that I may be unable to pay my room tab (about 45000 bhat). I believe they had a cash flow issue at the point, I let them know that I would pay the full balance on check out the following day (as I have at every other hotel), the desk clerk called me twice and I confirmed the same, then the duty manager came to room and we had a discussion that just went round and round in circles. They are treating all their guests like they are unable to pay there bills, and it was very poor form.
Thirdly, we ordered about 3 room service meals during our stay, I want to strongly warn people not to do that, their Pizzas are awful, their noodles tasteless, and it seems like they can't get simple food right, or even remotely tasteful. The food at Casablanca which was mostly Indian was bland and rather tasteless (very unlike Indian food)
Finally, the maintenance of building is in a very poor shape, most of the windows are very dirty (have they ever been cleaned?) the roof of the royal wing is in desperate need of a paint, the paint jobs on many of the rooms are very sloppy, there is a lack of power points near the beds, there are cracked tiles in the pools, some of the rooms have a damp "smell", overall the building and complex looks very tired and in extreme need of a make over. The in room internet is only delivered by ethernet and is a very expensive 450 bhat per day.
There were some positive experiences, I would encourage everyone to enjoy the skydeck bar for happy hour, the drinks were well priced, the staff friendly and the view amazing. We did get a complementary upgrade to one of their suits on a night they were fully booked out.
