4/10 Poor
Rachel
Travelled with group
12 Aug 2024
Disliked: Staff & service
Absolute shambles - AVOID
Our stay at the Samala was extremely disappointing.
We made our reservation for July in January. Then, two days before we were due to arrive, I got an email asking me to confirm the booking, which I did.
However, when we arrived, we were informed that ONE of our rooms had been cancelled and we'd been put into a room, all three of us. The explanation given for this was totally absurd - something about the booking card not working. Ridiculous, given we had chosen the pay-at-property option anyway.
After about an hour (with no apologies in the meantime), they were able to find another room for us. When it came time to pay, none of their card terminals were working but they blamed our cards rather than their own malfunctioning tech.
We were offered NOTHING by way of apology for this shambolic check-in - not even a complimentary drink.
Upon getting into our rooms, we discovered that one of the showers didn't drain properly, and one of the toilets didn't flush! Again, no apology.
I have always had wonderful experiences staying in Bangkok hotels, but this one was abysmal.
The last straw came at check-out when they tried to tell me that we hadn't settled our bill, despite spending the aforementioned hour at check-in paying using cash because of their faulty machines.
I really hope that the Samala takes these criticisms on board and makes an effort to improve their customer service.
Rachel
Stayed 2 nights in Jul 2024