Overall rating based on management - not staff!
I booked two rooms including breakfast direct with the hotel on 2nd March 2014 for stay 13th & 14th April and sent a special request for two double rooms (not twin rooms); this request was confirmed by email on 3rd March. When we arrived we were asked for payment in full and taken to our rooms, which were clearly twin rooms - our complaint was met with their Terms & Conditions which state Twin or Double - I responded with their email confirmation of Double rooms to which they responded by asking the Bell Man to push the beds together.
Perhaps some training would be good for the "management" - it would have been better to have apologized and to have told us immediately when we arrived at reception that they could not provide double rooms before demanding payment for something they knew they could not provide - their atrocious behaviour broke the contract and tried to tell me I was wrong!
Some lessons from someone who has travelled the world for more than 50 years:-
1. The customer is always right.
2. There is always a discount - the only discussion is how much.
3. A timely apology will usually solve the problem.
This hotel may have a good location but so do plenty of others - I will not stay here again to be treated rudely by the front office management, who seem more concerned about their "loss of face" than customer relations - it's a shame that they let down the rest of their polite and helpful staff.
Special urgent message for the owners:-
Send a team of management trainers, skilled in the hospitality industry to educate your front office management.
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- Also Known As:
- Amora Resort Tapae Chiangmai Hotel Chiang Mai
- Amora Hotel Chiang Mai
- Amora Hotel Tapae Chiangmai