Astrococo Beach Resort by Coconut Beach in Lamai Beach

Below is an email I sent the hotel to explain why we cancelled our stay upon arriving at the hotel. My rating of the location and room are based on a very short peek as we decided not to stay based on staff and service. HAD the hotel responded to the email below I would not be posting this… (yes I checked that the email address is their correct and current address). ——— Hello, I am emailing to let you know why we cancelled our stay with you (Nov 10-15). In advance of our arrival date I sent messages through ******* with questions for you. When I did not get any reply to those, I sent you emails - you again did not reply. One of my questions was about how to transfer from the ferry to your hotel but no reply! I also had critical question about the height of doorways (and choice of room) as my husband is very tall - again no reply. When we arrived at your hotel on Nov 10, the person at the reception was so unfriendly and actually kept rolling her eyes at me. We asked to see the room because a couple of days ago we had seen a review that said there were low door frames and my husband is 2m tall so we needed to check the door heights as he bangs his head on things like this. They made it seem like I had asked them for something very inconvenient and were very reluctant to show me the room. In my advance email I had asked about whether his height would be a concern with the chosen room and if they had read or replied to my email that would have been helpful. We saw that the doors in the bungalow were too low and were going back to reception to talk about another room but the staff were so unfriendly that we could see this would not be a good choice for a 5 days stay. So we cancelled. In contrast, we then went to a nearby hotel where we had not booked ahead - and we were greeted with smiles, a welcome drink, wifi information, and people eager to carry our bags and show us two possible rooms (and an immediate email came from them after booking our room with info about airport and ferry transfers even though we had not even asked about that). We felt valued as guests at this other hotel and are happy to spend our money there for lodging and food for the next 5 days. I hope our experience was an unusual thing at your hotel and you have success with upcoming and returning guests. Sincerely, —————— Additional to the email above that we sent to the resort: The taxi had dropped us at the wrong hotel and we had walked with luggage a few blocks to this hotel. We mentioned to the front desk during our initial chat and, although we know it was not their fault at all, the woman showed no concern or care (again the look of disdain). A tiny bit of empathy and compassion goes a long way!!