How to lose a newly loyal customer by Banyan Tree.
I stayed at this hotel for 13 nights, one month ago. Aside from arguing about an Expedia gold early check in, and not being offered an upgrade, despite the place being deserted, everything was pretty perfect.
I enjoyed it so much I returned last week for 6 nights.
This second time was average at best. Have all the staff been replaced in the last two weeks?
Housekeeping are lazy; a giant squashed fly was on my window when I arrived and still there when I left. Twice I had to call at 4pm to see if my room was going to be attended to at all. Twice my pool wasn’t cleaned. Housekeeping even decided to take my cut fruit out of my fridge one morning whilst I was out, for no apparent reason; it was spoiled by my evening return. Twice they forgot to give me capsules for the coffee machine. Just sloppy work.
Breakfast arrived at random times, irrespective of when I ordered it.
I even ordered a coffee for 8am to coincide with waking up. I was woken at 7am by a phone call asking if I wanted it “now”.
Dinner was forgotten on one occasion. After an hour I chased up to find this out.
Upon check out I am told “oops Expedia haven’t told us you are a gold member, so you aren’t getting the discounts gold members get”.
This kind of business practice wouldn’t shock me in patong but in Phuket's supposed top hotel? Pretty poor.
Conclusion. Not coming back.