Ruined my Holiday
Posted 25-Feb-2016 on Hotels
Very disappointing stay. At check in, I was upgraded to the Club room. Then I was told I needed to pay more since my children were 13 and 15, and were considered adults. Since I booked through hotels.com and not directly with the hotel, they said my rate (which was extremely high already) did not reflect my younger child as an adult. I showed them my booking form which clearly reflected their ages. They argued that I owed more money because my child was 13. I explained that the rate I was quoted should reflect adult prices since I listed my children's ages. They insisted hotels.com was wrong and I owed more money. I finally told them that I would not have stayed there if I knew they were going to charge me even more. Eventually the assistant manager stated they would give me the rate booked, but I would only get 2 free breakfasts and not 3. The next morning my son and I go to breakfast and I was told that breakfast was not included. When I explained I was told I was upgraded to the Club room and 2 breakfasts were included not 3, as there were 3 in our party, I was told that I "misunderstood". The hotel really seemed to be trying to get more money from me any way they could. This really ruined our entire time there. I was so disgusted at their customer service that I will never stay here again.
Comment from Hotel Management
21-May-2016 by QM, Hotel Management
Thank you for highlighting your experience at the resort.
We sorry to learn your unpleasant experience upon check in and at the breakfast at the resort and this is certainly inconsistent with the standard of service that you have come to expect from Centara Grand Hua Hin.
Our sincere apologies for this incident and we will ensure this matter will be addressed with the concerned department for further improvement
We hope that we will be able to showcase to you a much improved experience on your future visit if we have the pleasure of welcoming you again.