Escape Beach Resort in Ban Khlong Mae Nam

Resort YOU SHOULD ESCAPE immediately! Our experience with this property can be summarized briefly – we spent about 30 minutes there. However, the real issue was not the stay itself – it was the lack of honesty and very poor communication with the property. Our story is long, but if you are considering staying here, please read it.

Encouraged by positive reviews, photos on Booking.com, and claims of a recent renovation, my fiancé and I booked a stay at Escape Beach Resort from January 20 to 27. We arrived at the property around 11 PM on January 20. After check-in, we were shown to room number 7. The room was in terrible condition: the floor was dirty, hair was in the sink, the toilet was not properly cleaned, the bedding was torn and stained, and there was mold in the refrigerator. However, the final straw was the bed bug we found on the bed. Staying there was not an option. Honestly, I doubt any renovation ever took place. Interestingly, Google reviews also mention a bed bug problem, so the property is clearly aware of this situation.

We took photos and reported the issues to the reception. The staff apologized, inspected the room, and the receptionist took photos of our pictures. They also gave us an email address to continue contact regarding the issue. We had to quickly find another hotel to avoid spending the night outdoors. No alternative accommodation was offered (though we would not have accepted it anyway due to the insect issue). The receptionist advised us to request a full refund through Booking.com, which we did before leaving the property.

The next day, we received a response through the Booking.com app stating that their reservation system did not allow a full refund. This sounded absurd because the app had given us the option to submit such a request. At that point, our emails and SMS messages to the property were being ignored. Booking.com confirmed over the phone that the property was not telling the truth – the refund decision was entirely up to them. We received a written confirmation of this.

On January 23, we visited the hotel to speak with someone in charge, but no one was available. We were told to return the next day. On January 24, after much persuasion, they reluctantly brought someone who introduced himself as the manager. He offered a 50% refund, which did not cover our additional expenses (and we hadn’t even spent an hour at the property). When we showed him a printed confirmation from Booking.com, he refused to read it, claiming he knew the system better. Later, he admitted that they simply did not want to refund us fully.

The conversation became increasingly absurd – we were accused of faking the photos and lying, and the bed bug was dismissed as “another type of bug.” After about 40 minutes, the person finally admitted that he was not the manager but a marketing employee. After an hour of pointless discussion, we agreed to a 50% refund just to recover something.

We submitted a written complaint to the reception, but the staff refused to sign or acknowledge it. We eventually sent it by email. The response we received stated that no further compensation would be provided due to “our refusal of accommodation.” It seems the property feels no obligation to provide a room that meets the basic standards described in their photos and information.

In summary: we incurred unplanned expenses for new accommodation and transport. The stress and wasted time ruined our plans for rest. We thank the property for this “unforgettable experience.” Hopefully, this review will help others avoid ruining their vacation and losing their money.

They tried to charge us for a taxi that never arrived, and the argument that ensued made the situation very uncomfortable. While the room was nice and the air conditioning worked well, the unfriendly greeting we received really left a bad impression. Because of this experience, I cannot recommend this hotel. My husband and I spend over 100 nights a year in hotels, and we have rarely been treated so rudely. We are very disappointed.