Golden Hill Resort in Thong Sala

During my stay at Golden Hills Resort, we had no hot water in the shower for two days, along with very low water pressure.

Late in the evening, I stepped out of the shower, realizing the water was not heating at all and the pressure was barely running. With my hair wet and covered in soap, I wrapped myself in a towel and went to the reception — only to find that no one was there. I was given a phone contact instead.

The first person I spoke to did not introduce himself. Only after I asked for a name did he say that he was the resort owner. When I explained the situation, including the fact that I was standing with a soapy head and needed a solution immediately, I was told:

“If it’s like this for 2 days why am I hearing about this first now at 23:00?”

Instead of empathy or practical assistance, the focus shifted to why I had not reported the issue earlier.

I suggested simple temporary solutions — access to another shower anywhere on the property, even in a staff area. I was ready to walk anywhere. I just needed hot water at that moment. No alternatives were offered.

I was informed that after reception hours there is no one on duty and no emergency service available. In other words, if something serious happens at night — whether it is plumbing, electricity, or another urgent issue — guests should expect to wait until morning.

The location itself is beautiful, but hospitality is defined by how problems are handled. In this case, I did not feel heard, supported, or taken seriously.