We stayed at the Hacienda Resort since we found the comments and reviews quite positive and helpful.
The first impression on the location was very positive as well.
However here is what we experienced.
We checked in and were told that due to renovation we are offered a complimentary upgrade from our booked Bungalow.
We dropped the luggage to discover the area and returned late to the place. The bar music was at a comfortable noise level and all seemed very cozy. The next morning we discovered that the walls were covered with mold as well as the bathroom. Also the mattress was wet where it touched the wall leaving even the sheets wet. The blanket also had spots which we were unable to identify.
We informed the staff and were first told that our Bungalow shall be ready soon and we can relocate. After showing the room to one of the supervisors he agreed to the condition and assured us to look into further options once the guest relations manager would arrive.
We had to go to the reception asking for the manager since there was no reaction after one hour of waiting and we wanted to start our day.
Approaching to the reception we discovered that they were still having their breakfast and we felt uncomfortable interrupting.
By this moment we had already enough bad impressions and asked about the option to leave.
The manager offered us an additional upgrade with the impression that we do not deserve it and are acting so due to the upcoming events.
We were shown a very nice room but however due to the attitude provided to us we did not feel comfortable to stay and decided to leave the island.
Unfortunately the departure and discussion about a refund for the not used night went verbally very emotional, personal and was not representable for this place. The payment was not refunded since the money seemed to be more important then the satisfactory of their guest.
We thank Dave the supervisor for all his actions taken and sadly have to note that the guest relations manager at that day seemed dramatically rood giving us a very unprofessional bad attitude. Also talking about the bungalows being literally s**** and that you may see this on the website.
The blame for the mold in the room was given towards this "being a tropical Island in a THIRD WORLD COUNTRY". The term third world country was used completely incorrect in an inappropriate manner discriminating the Kingdom of Thailand. However our impression on Thailand is a different one.
You might have a different impression at this place but unfortunately we will not and can't recommend this place at all.
- Official Description (provided by the hotel):
- At the Beach Resort Hacienda you will have an experience unlike anything else on this legendary party island. Owned and managed by a crew of vibrant, energetic Europeans and staffed by highly trained attentive locals, our mission is to exceed our guests expectations. With a full range of facilities & various types of rooms to fit into any budget, from backpacker to luxury travelers, Beach Resort Hacienda is the perfect place for your holiday. Beach Resort Hacienda is a five minute walk to the Thong Sala (main pier) and Thong Sala Town (main shopping area). It is a fifteen minute drive to Haad Rin (Full moon party) Beach. The half moon, shiva moon, waterfall and jungle experience parties are all within a 7 minute drive. Samui International Airport is a 30-minute ferry ride, followed by a 2-minute taxi ride. Our modern rooms are fitted with tiled flooring, private bathrooms and come with either air conditioning or fan. Cable TV, minibar and hot water shower are included in all rooms other than our budget wooden bungalows. ... more less
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