Racha King

Review of SOFITEL KRABI PHOKEETHRA GOLF ...

Service 1/5

Service 1/5

On the way to this hotel we had a terrible accident and were admitted in the hospital for 37 days. The first night after the accident we called the hotel to postpone but they denied so we told them we wish to speak with the GM and they would not let us reach the GM. The next day they said the GM is in the meeting and will call you shortly. After several days we asked for the GM email and even that was not provided. They kept transferring our calls to different departments and finally the call would cut from their end. It was a terrible feeling. All we wanted to do was to inform the GM that we were in the hospital in a very bad condition. One employee came to see us whether we were bluffing, Mr FIN and he assured us that he will do everything he can. But they all the same. He never did or replied anything after once or twice. Never even answered any of our calls again.

We wrote to the reservation team to postpone dates as we were going to be in the hospital for quite long. Sofitel Krabi said refund or other options were not possible. This is the service they provide so keep in mind. We also called hilton our next booking and they without any hesitation refunded the whole amount also the GM was so kind to keep in touch.

Finally an email comes from the Sofitel Krabi GM after EXACT ONE MONTH. We had to reach accor hotels and inform them about Sofitel's incompetent ignorant behavior. So now the GM said in his mail that he was sorry to mail us late and things could have been better. Seriousy? After exact a month you mailing us. We were still in the hospital that time. It a SHAME to see Sofitel Krabi behaving this way specially with someone who had a terrible terrible accident.

Not only that but the reservation person Mr Than who was unprofessional person and had been very rude to us. Forget the greeting, he never asked once how were we in the hospital knowing our condition. In the end of the conversation he would simply hang up. He spoke in a very disrespectful way. Now when the GM agreed to refund, Mr Than reservation team asked for our ID with Bank Book so he could transfer money. Hear me out, we did not have the book bank with us and Mr Than said it is not possible to make the transfer unless provided. We gave him prompt pay options and a lot more but no he won't. So we somehow managed to get another account's book bank. After 17 days (we kept asking him to update us but he did not) he transferred to the account which we did not provide the book bank for. I don't understand why did they ask for the book bank when they could transfer the money easily.

Uncertainty can happen with anyone and what measures are taken by the hotel matters a lot. I say Hilton no doubt gave us the benefit of the doubt. We decided never to book Sofitel Krabin in life. This may not happen to you but it did to us. GM replies after 30 days and the refund comes in 17 working days, mind you Saturday Sunday not counted. I wasn't going to write but people need to know so that Sofitel Krabi does not behave like this with others in the future.
We are back in Bangkok and stitches will be removed in a week or two.
Cheers.