Originally Posted by Moh20

I had an FNC that was expiring, so I decided to stay here last week. Both the soft and hard product were great. When I arrived, I was told there wouldn’t be an upgrade for me as a Diamond member because the hotel was busy. Fine, no problem. Then I asked for a late checkout, but the receptionist said it probably wouldn’t be possible since they’d be really busy the next day. I had to check with her again tomorrow. Honestly, it feels like the hotel treats the "if available" benefits as "never available".When I got to my room, I found three pieces of mandarin as a welcome amenity, which felt disappointing. On top of that, I was given a room on the lowest floor (6) even though I had requested a high floor. So, I went back to the lobby and asked to speak to the duty manager. I pointed out that, according to the app, there were more than six suites and six upgradable rooms available, none of which I was offered. My late checkout request was also declined, even though I was staying in a base level room. When I asked about occupancy, the manager said it was 65%. I told him that for a Diamond member that really wasn't acceptable. The manager ended up showing me a few rooms and suites and asked if I liked any. He upgraded me to a suite, offered a late checkout until 4 PM, and apologized for the receptionist’s handling of my check-in.

I’ve stayed in hotels for over 120 nights this year, and this is the first time I’ve actually had to complain. Maybe my expectations were high but honestly I’ve had better treatment at almost every other property I’ve stayed at in Bangkok. Even the Grand Hyatt Erwin next door upgraded me and offered me a late checkout until 2 PM without me even asking, just for being a Discoverist Hyatt member (which is the lowest tier).

For anyone staying here soon, the construction next door is really loud in the morning, especially if you’re hoping to enjoy the pool.