A very disappointing experience at an allegedly 5 star hotel. Very poor customer service, empathy, attitude & follow up.
A few days into my stay my wife fell ill in the early hours of the morning. We rang the reception who took us to A&E - this is where the help ended. As it transpired my wife required emergency medical attention at the hospital and was advised to seek immediate repatriation to the UK. Upon my return to the hotel no one asked about the welfare of my wife and had any concern. I told them I would need to cut my trip short and would need to check out that same day and inquired whether a partial refund was possible. All the reception seemed to be interested in was money and had very little empathy or concern. Her attitude to this question was for me to go back and check the small print of my booking to see if it was refundable. I told her I didn't have time to do this as I was in a panicked state, needed to catch a flight back to the UK shortly and needed to look after my wife. I was then told flatly and condescendingly that the room was non refundable.
I can appreciate that hotels have policies that they need to adhere to but to not have any empathy or even take some time to consider the situation before responding left me considerably annoyed. All she seemed interested in was making money.
I have emailed the hotel a couple of times since my return, nearly 2 weeks, and nil response. They were much more active on the email address when I was wanting to book!
Comment from Hotel Management
06-Apr-2017 by Daniel - Resort Manager, Hotel Management
Dear Shez, I just finished reviewing all camera footage and listening to the interaction between you and my team,and was replying to your email when I saw your review here, so I might as well reply here.
1-You emailed us 4 days before arrival stating you wanted to cancel your non-refundable booking, attaching a doctor's note from Sydney Airport Medical Center: “Person unfit to fly”– to which we responded within a few hours, offering you to postpone your stay free of charge until a later date.
You replied then 3 days later (after our reminder email) that you would like to leave the booking as it is. (I’m not a doctor, but isn’t this endangering the health of your wife?) 2-During your stay here, on the second night, your wife fell ill, and our Night Receptionist (knowing the poor emergency services here) did not hesitate for a moment, and drove you and your wife to the nearest hospital in Patong-15 minutes drive. Your wife ‘did not like this one’ and my employee had to drive you to Phuket Town-45 minutes drive
(Again, I’m not a doctor but it seems that “life-threatening” has a different meaning where you come from.) 3-You said in your mail you are a ‘seasoned traveller’ with over 10 years of travel experience, I’m sure you understand by booking the cheapest non-refundable rate online you took a risk. But also, being the seasoned traveller you say you are, you surely have a good travel insurance that will cover not only the medical cost but also repatriation and the cost of cancelling the hotel nights here.
4-I’ve stayed myself in many hotels and consider myself a seasoned traveller like yourself, so whenever I encounter a problem, I will ask for a manager to assist me, not the first employee with poor English skills I see. I wonder why you didn’t ask for myself to assist you, it would have been my duty and pleasure.We wish your wife speedy recovery