Zenith Sukhumvit Hotel Bangkok in Bangkok

Dear Management Team,

I am writing to formally express my dissatisfaction with the service and multiple operational issues I experienced during my recent stay.

I checked in at 2:00 PM and immediately noticed that the air conditioning in my room was not functioning. I contacted reception and was informed that I would need to wait one hour; however, no one arrived during that time. I had to call reception again before an engineer was finally sent. Despite spending a considerable amount of time attempting to fix the issue, the air conditioning remained unresolved.

At check-in, I had specifically requested a non-smoking king room, yet I was assigned a smoking room. This required additional room changes and further inconvenience on an already frustrating day.

After contacting reception again regarding the air conditioning, I was only informed at 7:00 PM that I would need to change rooms. This resulted in a significant waste of my time throughout the afternoon.

Later in the evening, when I went to collect my belongings and access the new room, the key card did not work. A receptionist accompanied me to the room, but even then, the door could not be opened using the reception key card. Only the housekeeping key was able to open the door. Following this, staff attempted to resolve the issue by issuing new key cards and returning to the room approximately 5-6 times. These repeated interruptions made me feel extremely uncomfortable.

At 10:20 PM, I received a call from reception informing me that an engineer would need to come and change the door system, and I was asked to decide when this should take place. Due to these ongoing issues, it was impossible for me to relax or enjoy my evening.

To further add to this experience, at check-out I was presented with a restaurant charge on my bill for items that we did not consume. This error is highly unprofessional and unacceptable, particularly given the numerous issues already encountered during my stay.

The repeated technical failures, poor coordination, incorrect room allocation, billing mistakes, and constant interruptions reflect an unacceptable level of service and significantly disrupted my stay.

I expect this matter to be taken seriously as well as a clear explanation of how such issues will be prevented in the future.