Phuket Thailand - Patong Bay Garden Terrible Customer Service

paulf1 · #1 05-03-2008, 06:43

I can't believe this happened to me at a hotel I have stayed before and actually recommened to other BM's.
I get a taxi from airport straight to Patong Bay Garden Resort the driver helps me get my luggage in and takes off then I go to the reception area give the girl my name and after a couple min tells me she cannot find my reservation ( I have had since Oct 07).
Luckily I remembered I had the email conformation with me and I give this to her she says I be right back, after several mins she returns and says lady who make this reservation no longer with the hotel she make mistake. so the room I wanted is booked can you give me another room she says sorry we are all booked up until march ( this is Feb 12th).
At this point I am a little pissed but I am in LOS and it is the beginning of my Vacation no need to give her Shiite, luckily me being a member of Phuket-Info the first thing that comes to mind is Summer Breeze but I have no idea where it is or a number to contact. This is where I get a bit more upset, I ask if I could have access to the Internet to look for another hotel she says yes and points to the room with 3 desktop computers inside next to reception but we have to charge you 100 Baht for use.
Yes I did pay 100 Baht called SB got room everything was great at SB will never go back to PBG!!!!!!!!!!

dan boy · #2 05-03-2008, 06:50

Not a good start to your trip, Might have worked out for the best though ...

likeitalot · #3 05-03-2008, 06:56

Things often get messed up with staff turnover (if that is the case) in any type of business. Not making excuses for them as I have never stayed there. At least you got a room at a decent place.

Masterwoodsman · #4 05-03-2008, 07:02

Dont be fooled !!! as with many things in Thailand its a BS excuse.... I've heard this excuse used many times and its basically a way of covering up the fact that a current member of staff fcuked up but doesn't want to own up and lose face....

Hence.... "lady do booking no working here already".....

likeitalot · #5 05-03-2008, 07:20

Doesn't just happen in Thailand.

Nautilus · #6 05-03-2008, 07:24

They must have screwed up somewhere.

Anyway IMHO Patong Bay Garden is not worth staying anymore, look at the price, 2 years ago they were cheap, then they raised the price by so much. Just because they are on the beach, but they don't have the facilities to back up that rate. The pool is so small.

Friend stayed there once, he wont go back either.

nelsonone · #7 05-03-2008, 08:15

hmmmm....yep I gave it away several years ago....no value there anymore unless you need a beachside location and you are in the low season

still a mysterey on the JF front as well...some say GF others no?

SirDougless · #8 05-03-2008, 08:38

I'm actually trying to organise a wedding there in early Jan 09 (the Buddhist thing) but it is becoming a chore. They won't email me back with a quote for what I want etc so I'm getting a bit concerned as to if they can actually organise a fcuk in a brothel. The above only adds to my doubts.

paulf1 · #9 05-03-2008, 09:12

Quote:

Originally Posted by SirDougless

I'm actually trying to organise a wedding there in early Jan 09 (the Buddhist thing) but it is becoming a chore. They won't email me back with a quote for what I want etc so I'm getting a bit concerned as to if they can actually organise a fcuk in a brothel. The above only adds to my doubts.

What makes it crazy is that I had the conformation email with me......the dates,rate,room type and even the girls name, I learned long ago get things on paper..........guess in LOS (patong bay garden) that's not good either.

nelsonone · #10 05-03-2008, 09:17

Quote:

Originally Posted by paulf1

What makes it crazy is that I had the conformation email with me......the dates,rate,room type and even the girls name, I learned long ago get things on paper..........guess in LOS (patong bay garden) that's not good either.

extremely frustrating!!!!!...bet it wouldn't happen to a HISO Thai!!!

nelsonone · #11 05-03-2008, 09:18

Quote:

Originally Posted by SirDougless

I'm actually trying to organise a wedding there in early Jan 09 (the Buddhist thing) but it is becoming a chore. They won't email me back with a quote for what I want etc so I'm getting a bit concerned as to if they can actually organise a fcuk in a brothel. The above only adds to my doubts.

are you coresponding with the GM SD???...I wouldn't trust anyone else with this as he could override anything right up to and including the day!

Critical Mass · #12 05-03-2008, 10:02

Quote:

Originally Posted by paulf1

could have access to the Internet to look for another hotel she says yes and points to the room with 3 desktop computers inside next to reception but we have to charge you 100 Baht for use.
Yes I did pay 100 Baht called SB got room everything was great at SB will never go back to PBG!!!!!!!!!!

Anyone can make a mistake, but displaying a lack of concern with no offer of assistance is very poor customer service.

Even if the original staff member may no longer work there, the error was made by Patong Bay Garden.

You'd at least expect that they do everything possible to help you find another hotel, including an offer of free internet.

SirDougless · #13 05-03-2008, 10:05

Quote:

Originally Posted by nelsonone

are you coresponding with the GM SD???...I wouldn't trust anyone else with this as he could override anything right up to and including the day!

Yes Nels, GM of the resort and the Marketing Manager of the Group (Pisona). Have even sat down with them and wife to explain what I want (lobsters, Aussie wine, Auissie beef etc). They get one last chance when I'm there in May.

Having said that, suggestions from BMs for alternatives are welcome!

Already I can hear MTB, HB, FT ....

Nautilus · #14 05-03-2008, 10:08

My friend who stayed there checked out on the last day, he had to make a local call after that, the reception charged him. He was not happy.

nelsonone · #15 05-03-2008, 10:23

Quote:

Originally Posted by SirDougless

Yes Nels, GM of the resort and the Marketing Manager of the Group (Pisona). Have even sat down with them and wife to explain what I want (lobsters, Aussie wine, Auissie beef etc). They get one last chance when I'm there in May.

Having said that, suggestions from BMs for alternatives are welcome!

Already I can hear MTB, HB, FT ....

PM BM "inthemode" SD....let him know what you are after and budget etc...he's a great guy and very involved in the hospitality industry in Phuket....I'm sure he can offer very valuable on the ground advice

inthemode · #16 05-03-2008, 13:02

Thanks Nels!

We can arrange something in Surin Beach on the beach or at the hotel or we can do it at our new place called The Playhouse (rebranding soon) it's a nice restaurant and theater on the second floor.

Lobsters, Aussie wine whatever you need.

Come for a site inspection in May.

Cheers

DREW · #17 05-03-2008, 13:16

Has that new Hotel next door to it been built yet, they were really going to town on the building at Xmas.

Best thing to do before you arrive at the Hotel is get a re-confirmation email from the Hotel asking them to confirm your room.

Something I used to do when I first went to Phuket or anywhere for that matter where I did not know the place and was not sure of the Hotels was to book 2 Hotels directly, then when I arrived at the first one if I had a problem or did not like it I always had a back up plan B.

If the first Hotel was OK I would just call the Plan B and say that I had to cancel the room, which for somewhere like the Holliday Inn or Patong Beach Hotel is no big deal when they have hundreds of rooms.

Regards

Drew

Denver · #18 05-03-2008, 15:26

Good luck with the wedding Sir Doug, if you need a 'Comedian' for after the meal at the reception let me know, I know one living in Kamala.

IRISH JONNY · #19 05-03-2008, 15:28

Quote:

Originally Posted by paulf1

I can't believe this happened to me at a hotel I have stayed before and actually recommened to other BM's.
I get a taxi from airport straight to Patong Bay Garden Resort the driver helps me get my luggage in and takes off then I go to the reception area give the girl my name and after a couple min tells me she cannot find my reservation ( I have had since Oct 07).
Luckily I remembered I had the email conformation with me and I give this to her she says I be right back, after several mins she returns and says lady who make this reservation no longer with the hotel she make mistake. so the room I wanted is booked can you give me another room she says sorry we are all booked up until march ( this is Feb 12th).
At this point I am a little pissed but I am in LOS and it is the beginning of my Vacation no need to give her Shiite, luckily me being a member of Phuket-Info the first thing that comes to mind is Summer Breeze but I have no idea where it is or a number to contact. This is where I get a bit more upset, I ask if I could have access to the Internet to look for another hotel she says yes and points to the room with 3 desktop computers inside next to reception but we have to charge you 100 Baht for use.
Yes I did pay 100 Baht called SB got room everything was great at SB will never go back to PBG!!!!!!!!!!

THIS IS THAILAND.SHIT HAPPENS.IN FACT IT HAPPENS EVERYWHERE....BUT THE BRIGHT SIDE IS YOU GOT DECENT ACCOMDATION AT BILLS....IJ

Captain · #20 05-03-2008, 16:27

Quote:

Originally Posted by DREW

Has that new Hotel next door to it been built yet, they were really going to town on the building at Xmas.

Best thing to do before you arrive at the Hotel is get a re-confirmation email from the Hotel asking them to confirm your room.

Best thing to do. I allways reconfirm.

Been a few times in Patong Bay Garden in 2005 and remember that there was only 1 staffmember speaking (and mailing) English at the time. You could ask the others a question, answer would be yes... but I think they never understood. Mailed the hotel one time for a booking and had to wait 2 days for an answer as the English speaking staff had 2 days off.

SirDougless · #21 05-03-2008, 19:04

Quote:

Originally Posted by nelsonone

PM BM "inthemode" SD....let him know what you are after and budget etc...he's a great guy and very involved in the hospitality industry in Phuket....I'm sure he can offer very valuable on the ground advice

Thanks Nels, Inthemode and I have 'touched base' via PM. I must admit I would much prefer a farang overseeing the event than a Thai. And the resort's website is impressive. So is Surin beach. The wife and I will make an inspection in May, in fact I think we'll stay for a few nights to get the 'feel' for the place.

Stupid me should have asked the question here months ago.

As for Denver's offer of a comedian, I reckon that could be good entertainment. If it is not his good self, I am a bit afraid that his name might start with Dennis ...

Captain · #22 05-03-2008, 21:54

Quote:

Originally Posted by SirDougless

If it is not his good self, I am a bit afraid that his name might start with Dennis ...

They come as a package. Artisis name "The Kamalalala 3 D's", where 3D is not for three dimensional but for Denver, Dennis and D..

The Crab Man · #23 05-03-2008, 23:12

This makes for real interesting reading.. ... As I was going to book the Patong Bay Garden for my holiday. Maybe I should look else where... Like the Summer Breeze. Just have to walk that bit further to a Pool in the morning... I mean afternoon.
Hope you enjoy the rest of your Holiday PaulF1 - Please give us some feed back on the SB - I am sure it is a good as people have said.

IRISH JONNY · #24 05-03-2008, 23:14

Quote:

Originally Posted by The Crab Man

This makes for real interesting reading.. ... As I was going to book the Patong Bay Garden for my holiday. Maybe I should look else where... Like the Summer Breeze. Just have to walk that bit further to a Pool in the morning... I mean afternoon.
Hope you enjoy the rest of your Holiday PaulF1 - Please give us some feed back on the SB - I am sure it is a good as people have said.

plenty of reviews of the sb in the acc section...ij