Karoon23 in Hua Hin

We booked a double room with a sea view through Trip.com back in early January (January 4th) for a one-night stay on Saturday, January 24th. We arrived to check in with the guesthouse staff (a woman) at 5:30 PM on January 24th. About 30 minutes prior, we had called the guesthouse (via Trip.com's internet call feature) to inform them we'd be arriving soon. The person who answered the phone seemed to be the same one we spoke to later, as their tone and voice were identical, and they told us we could come right over. At that point, we assumed the guesthouse had already prepared our room.

However, upon arrival, we checked in with the staff member we had spoken to earlier. After we exchanged a few words about our stay, she asked for our name. After we provided it, she informed us, with a very unpleasant tone, that there was no booking under our name. (We were quite shocked at this point, as we had booked through Trip.com, and the status showed "confirmed booking and paid.") We asked her if she had checked the system, and she then requested our booking number to verify. She returned with the same response, repeated about 2-3 times: "No, there's no name, no booking, and all rooms are currently full." Her facial expression and tone were very unhelpful. This led us to contact Trip.com directly and ask for their assistance, as it was already past 6 PM, and we were worried about having nowhere to stay.

Trip.com's staff were incredibly helpful. They coordinated with the guesthouse on our behalf because we really didn't want to deal with that particular staff member anymore. In the end, Trip.com communicated with the guesthouse and arranged a new room for us, which was not the one we initially booked. This entire experience was extremely disappointing in terms of service. I hope this staff member receives a warning or retraining in customer service.

Finally, I'd like to emphasize to the accommodation: service is paramount. If you're not prepared to handle bookings made through applications, check your system, review customer emails, and ensure comfort for guests who choose your guesthouse for their holiday, please don't disappoint them. Thank you.

*A more honest review:
- Bathroom: The showerhead was weak, and the toilet was very difficult to flush.
- Room Floor: Upon entering, it was covered in dust.
- TV: There was a TV in the room, but it wasn't working.
- Balcony View: Not at all like what we saw in reviews; it was very small.