"What a sad way to end a romance package with my girlfriend.
I stayed at the W Ko Samui for three nights as part of a package. On day two I got severe food poisoning from a papaya salad cooking class that was included in our package — high fever, couldn’t keep anything down, completely bedridden.
When my checkout day came I was in no condition to travel. I called management and asked if I could stay one additional night at a reduced rate given the circumstances. They quoted me a rate higher than what I had originally paid. The hotel was nearly empty. I explained the situation and how unreasonable it felt. They didn’t care. Because I was genuinely too sick to move to another property, I had no choice but to pay it.
I’ve spent the last four months traveling throughout Asia and have stayed at numerous Marriott and Ritz-Carlton properties over the years. This was without question the worst customer service experience of the entire trip. Not a single gesture of goodwill — no acknowledgment that their cooking class made me ill, no flexibility, nothing.
At this level of hospitality there is no shortage of competition. They have lost all of my future business, and I’d encourage anyone considering this property to keep that in mind."
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