KC Grande Resort Koh Chang in Chang Island

This was our second – and most likely final – stay at KC.

Upon arrival, we were disappointed to find that the bedsheets were not clean, and the rain shower was not functioning properly. Initially, we decided not to raise a complaint, as we wanted to settle in and enjoy our stay.

However, during happy hour, an incident occurred that significantly impacted our experience. Shortly after receiving our drinks, my boyfriend discovered a bee in his cocktail, which stung him inside his mouth. We immediately informed the bar staff, who responded swiftly and arranged transportation to the hospital. For that, we are genuinely grateful.

Following the hospital visit, we decided to report the various issues to the front desk. The receptionist was apologetic and offered to escalate the matter to the manager the following day. That evening, the housekeeping team replaced the bedsheets.

The next morning, we met with the front desk manager, who apologized and offered a complimentary afternoon tea set as a gesture of goodwill. I also mentioned that, under the circumstances, I would have expected a small note or fruit plate as a more personal form of apology the previous evening. He replied that they did not want to “bother” us, which felt dismissive. However, later that day, after returning from the pool, we did find a fruit plate and card in our room.

On the following day, we arrived at the bar around 2:50 PM for our afternoon tea. We ordered drinks and informed the staff of our location. While the drinks arrived promptly, the food did not. After waiting 40 minutes, we returned to the front desk to follow up. They apologized again and said the food would arrive soon. When it still hadn’t been served, we spoke with both the front desk manager and the food & beverage manager. Though both apologized, the exchange came across as unprofessional, particularly when one seemed to shift blame to the other in front of us. The food finally arrived just before 4 PM – well after the promised time.

By that point, the experience had been more frustrating than enjoyable. What should have been a relaxing, restorative stay turned into a series of avoidable disappointments due to lack of attention to detail and poor communication between departments.

Lastly, a day after the cocktail incident, we noticed that the pool bar appeared to be addressing a significant bee issue. While the bee in the drink may have been accidental, it likely occurred due to insufficient oversight, especially in an area known to have such a problem.

We appreciate the efforts made by individual staff members and do love the hotel’s environment. However, the overall handling of these issues by management left us feeling undervalued and frustrated, ultimately compromising our stay.