Rak Elegant Hotel - SHA Extra Plus

Nothing much just normal

Checked in on 14/06 and by far this is the worst experience we ever had with a hotel and their communication is really a big issue!

Day 1: During check-in, our passports were left unattended on counter when they should at least pass back to us once done. Then we asked if there were welcome drinks as other guests prior had it. They later just left the drinks at counter without telling it was for us. Next they explained about check out time which we knew since it’s already stated upon booking but we mentioned we might need to have a later check out and they kept insisting to know now which is not most hotels’ practice. It’s usually the day before and upon avails which we understood. Can you imagine being asked to check out upon check in! Then they demanded 3000 baht deposit which was not prior informed during booking and they insisted cash only which most usually pay deposit via credit card. Next was the room itself! The balcony door couldn’t lock as we felt very unsafe. After much delay, they changed our room and by the way, the WiFi has problem as well as we couldn’t log in at all either. Sigh..

Day 2: by mid day we realized that the hotel has contaminated water as the toilet, basin and shower room were all brown dirty water. Hence we couldn’t use bathroom, couldn’t brush teeth, couldn’t wash face nor shower. We later complain to front desk and they told us it was being fixed. Later in evening as we got back to hotel, we realized that the water was still brownish and dirty, which again they said will fix it. We also realized that they didn’t do any housekeeping. So we were promised that they will immediately clean the room and change towels, Later after dinner as we got back to hotel, we realized that no house keeping was done. They only gave us new towels while the room is uncleaned and rubbish bins were still full from yesterday and obviously room not clean.

We were informed to just complain and write bad reviews as the manager Mr Nitti is not speaking with us nor addressing our frustrations let alone any compensations to our inconvenience since day one. The front desk later said that housekeeping has left and will clean next day. This is seriously unacceptable and unprofessional for a hotel to operate so irresponsibly and inhospitable to guests who are mostly tourists here. From how front desk spoke to us, it seems very clear that their manager is ignoring and not bothered about their guests!

Despite being nicely renovated, everything else was bad from the beginning. There are many other better hotels in Phuket and it’s disappointing how this one hotel is operating and treating its guests! Their solution was to tell us just go ahead and complain with bad reviews! Amazing!

What’s worst was when trip.com contacted the hotel, their initial reply was they had resolved the complain which was not true. Later reply was accusing us of trying to get benefits from the hotel instead! That’s just absurd! We have stayed many different hotels and this is the first we ever came across with such bad attitude, inhospitable way of managing guests let alone to even bother speaking with us although we had requested the manager to do so. This is definitely not how a hotel should operate. Sigh..