Good to hear it still works for some, maybe (and hopefully) my experience was an exception.
I was mostly struck by their indifference....enough to decide to try the Waldorf Astoria next time when I’m back in a few weeks.

BTW: a bit too late, but drinks were on ground floor....

I would give the staff the benefit of the doubt, as it was a very highly occupancy situation and they had additionally switched to the marriott system. It definitely sounds like an unsatisfactory experience, but are you absolutely sure there was in fact rude body language, or could that have been perceived due to the overall disappointment of not getting what you should have gotten?

I would contact management immediately and let them know you were dissatisfied. Receiving a room below your confirmed category is unacceptable, especially since there was no acknowledgement of it and your rate was not reduced accordingly. I think they owe you excellent service on your next stay, and a very generous upgrade in order to make this right.

Just for reference, I paid 15k and there was no rude body language (never mentioned that), just indifference....even about the room clearly below my paid category. I’m also not looking for ‘worshipping’, but at minimum what I paid for. I’ve seen indeed lower rates, if I would have booked earlier....that’s part of the game!
I’ve explained it in person at the front desk (shrugged shoulders) and summarised it all in the chat that I also used pre-arrival (sorry, maybe next time better).
I’m checking out today again and will just leave it like that. Happy to move on.
Happy New Year!

The OP paid THB 15,000 per night which is a tremendous sum for a Bangkok hotel. Didn't mention which Platium he is (50, Premier, or Ambassador) so we won't talk about the best room at check-in, only that he is entitled to what he paid for, at a minimum.

St. Regis Bangkok on twitter: @StRegisBangkok https://twitter.com/stregisbangkok?lang=en

It did not sound like they did their best ...

Would not be surprised regarding marriott change over as they are unable to credit me my points for a booking just a few days before change over.

Made with old system. They can't locate my booking with old booking number

Try SGS next time. One thing you will never get there is indifference and a shoulder shrug.

Are you saying that because of the perceived body language of one employee, that the St.R should be written off? St.R is the best Marriott property in Bangkok, and this was a one off bad experience that was likely caused by a perfect storm of high occupancy during the holidays, as well as the computer system change.

I am very surprised that there was apparently no service recovery during the actual stay. Did the OP raise this issue with management while still at the hotel?

This kind of experience is totally inconsistent with this hotel’s proven track record of treating guests very well. So, something weird must have happened. Not giving management a chance to fix this is foolish in my opinion - one could be leaving a great suite upgrade and a perfect hotel stay on the table by not doing so. But, of course there are four other great hotels in a row next door to his one walking up the street, should anyone want to try something else. However it is unrealistic to think that service will be flawless at those hotels 100% of the time either.

Me, too.


The hotel was given a chance to make it right. Unfortunately, OP reports that staff was indifferent. THIS is the big problem for me. Stuff happens. Pipes leak, electricity fails, booked rooms are unavailable, and more. What really differentiates a hotel, however, is how the hotel deals with those problems.


Agreed. But as I said, it's how the hotel responds when there are failures. Apparently the staff at StR was indifferent. That takes it off the list for me.

StR Bkk is a great hotel, as many people will attest to. A perceived “shoulder shrug” and “indifference” on the part of one staff member - and bear in mind we do not even know both sides of this story - does not change the fact that it is an excellent hotel.

Exactly. One member had a poor experience and won’t return, and other members have had excellent experiences and would return. Everyone wins by learning what more likely than not will work for them...and what won’t.