travelforloveandfun

Once I get my room, I was shocked by horrible cleanliness condition.











Rest Pics are in
http://imgur.com/a/D0s5O

There is a large conspicuous dirty mark on my pillow.
S-H-I-T stain and water mark on bed sheet.
Large dirty mark and several broken holes on quilt cover.

S-H-I-T stain on closestool.

Dirty Hair on luggage holder.
Fingerprint and dirty marks on TV frame.
Telephone handset is also very dirty.

And the room condition is also very bad,
there are lot of broken holes and scratch on wall and wallpaper,
Both power outlet are very loose and won't be able to hold the plug.
There is no HDMI cable in Multimedia panel, only a hole in there.

I'm a platinum member of SPG Group, this is one of the worse Aloft I have stayed in last 1 year.
So I have to contact the Front Office Manager Wichuta, and she refuse to do anything for service recovery, she was try to move me to a worse room on lower floor which I refused.
The house keeper waste me about 1 hour to replace the bedding set and clean the closetool.

There are also lot of other problem in this hotel.

There is NO aircon in elevator or corridor which is very uncomfortable for bangkok hot weather, I think this Aloft went too far for save money.

And the thermostat is not able to stop the aircon when reach the setting temperature, so the room temperature is always very cold around 20 degree centigrade which is very bad for health.

There is also a very annoying low frequency noise in my room, I am not sure what cause this noise since it's won't effect even I close the aircon, which cause me almost can't sleep over night.

Location of this hotel is also very bad, you have to walk 15 mins to get Nana station, which is very bad for night life.

Overall, this hotel should be avoid unless you don't have any other choose.

Plumber

Where is original post?

I looked at the pictures as I can see the start of the post by hovering the mouse....It shows some spots on the bed linens.

But I cant see what OP has done- Have you spoken with the Hotel?

Oxon Flyer

The post was hidden after it was edited : it's visible again now and I've also moved it into the property master thread.

KENNECTED

Have you spoken with management?

Starwood Lurker

Our apologies for any deficiencies in service or accommodations. If you wish to file a formal complaint, please send an email to customer service at [email protected].

Or, if you prefer that we file the complaint on your behalf, please send the details to the email address below.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide, LLC

[email protected]

Out of my Element

Not sure what they can do for you regarding the location, you should have checked this out before you booked.

Dr. HFH

OK, IMO some of this stuff is properly the subject of complaint, some is not. Perhaps we can help you sort it out.

That may be her only option. You reasonably don't want to remain in that room, so the manager tried to give you a different one. It may not have the same view, but what's your priority? View or clean and functional? Many of the rooms at Aloft have only a view of the adjacent building.


This is not unusual in hotels in Bangkok other than five star properties.


This isn't a valid complaint, IMO. You chose the location, not Starwood. You could have checked it out in advance by any one of a number of methods, including reading the Aloft Suk Soi 11 thread on FT. You don't have to walk. Aloft runs a free tuktuk (sort of an overgrown golf cart) between the hotel and the Nana BTS station. Sometimes you have to wait 5 or 10 minutes for it to return from its current run, but it's never terribly long. There's no "nightlife" in the BTS station.

Many people disagree with this perspective, including me; and I've stayed at Aloft numerous times. Many of your complaints, regarding cleanliness and things which don't work properly or at all are, of course, completely legitimate.

One of the nice things about Starwood in Bangkok is that there is a wide variety of hotels in different locations and types of locations. Sounds as though you're looking for something a little more upscale in a quieter location. You might want to try the Plaza Athenée next time. It's very nice and basically across the street from the U.S. Embassy on Wireless Road. Also, you may like the Royal Orchid. It's a bit upscale from Aloft (though not as much as the Plaza Athenée) and on the banks of the Chao Praya River.

enelym1978

Nothing to say about the cleanliness and conditions of the sheets, etc.... you complained, they offered to move room and you refused... not sure what else you expected?
You did the right thing to go complain on the spot so that they can witness the points raised.

1h to change all the sheets, isn't that what you wanted since you didn't want to change room?

Aircon in the corridors. That's very strange indeed... I stayed there so many times doing mattress runs and the corridors definitely have air con.... Maybe it was really your unlucky day....

It's an ALoft, not a St-Regis. To me, this property is fine for the price level in Bangkok. And the walk is really not that bad to the BTS station.
Another thing that people tend to complain about is the noise. There is a popular bar/club located within the hotel and I'm sure that if your room is located close enough to the club, you might hear noises.

As a Plat, I was always put in the last top floors so never had that issue.

I would still recommend this hotel if you're on a budget and don't mind a bit of walking. Otherwise, the FP nearby sometimes has rooms for just a bit more.

hockeystl

Just returned from another trip to this location. On a prior visit last year I was assigned a room with a VERY strong stench of mildew. I followed up with hotel mgmt and they offered a comp suite upgrade on my next trip.

I decided to give them another shot and Wichuta followed through on the promise. I was upgraded to a suite they call a "stylish suite" and it was much nicer. The carpet in the room has been removed and replaced with tile. I think the old problem related to a plumbing backflow issue which resulted in many rooms getting flooded. They tried to just dry out the carpet but that obviously didn't work so they just ripped it out of a lot of rooms and replaced with tile.

No complaints at all with this stay and I'll definitely return again.

There's A/C in the elevator and corridors though sometimes the temp is a bit warm.


One additional comment. Yes the location is a bit of a hike down Soi 11 but it definitely is NOT a fifteen minute walk unless you're quite out of shape. 5-7 minutes MAX is all it takes. Aloft offers a comp tuktuk which will take you to the end of the soi at Sukhumvit where you can hop the BTS at the Nana Station. They also will shuttle you to the Four Points or Westin if you're headed to the Asoke area. A 20bht tip seems sufficient. Alternatively, you can just hop a motorbike taxi for 20bht to/from Nana BTS to Aloft. Yes they're not exactly the safest but the couple minute trip, I'll take my chances since the traffic in Soi 11 can get backed up and a traditional taxi/tuk tuk is often just as slow as walking.

dsquared37

Checked in at 4PM this afternoon and was told they'd upgraded me to a suite but it wouldn't be ready for an hour.... I declined because it's never just an hour. Was then given a low floor room I though was toward the front, but the FDC said no, it was in the back.... I was right and returned to the lobby requesting a new room that wasn't in close proximity to Levels.

This is the first room I've been in that's been freshly painted and no carpet, the floor is faux wood. Also the first room in a long time that is smell neutral.


I've had some awful rooms here and never was given the offer you received. Lucky you.

As for the tuk tuk, they go to Nana BTS and Terminal 21. The Four Points drop of is for the weekday period between 2-4:30PM when the traffic flow changes in the back sois and between Sois 15-19 it's one way toward Asok precluding any destination further afield.

And your 20baht tip is about 20baht too much.

hockeystl

Maybe but the young dudes seem to sincerely appreciate it. And the $0.57 isn't gonna break the bank

broadwayboy

The mildew smell seems to linger, even though the room I stayed in had its carpet replaced with a wood vinyl strips. And on my last stay, there was a bad leak from bathroom ceiling. Now that it looks like SPG is not giving any bonus points for staying in their 11 brands, I will happily skip aloft Bangkok and Element NYC Times Square.

travelforloveandfun

Anyone know how Derrick Gooch turn this hotel into a mess?
Seems it was much better before.

uncommonsensical

i know the story of this hotel and have stayed at it quite a bit. it was wonderful when it first opened. much of the front desk staff and lower mgmt is still great, but they get no support from management/the owner. all the cost saving stuff is from the owner. staff is not treated well and there is a lot of turnover.

as to the smell. it is MOLD. as i've said before, if this property were in the US, i imagine it would be shut down until certified safe. at least 4 of 5 rooms have it. top floors are worse than the lower. it's from the AC unit. they (front desk) are always told it will be addressed in major work starting in a few months- which then never happens. i have allergies and if i stay in the hotel more than a night at a time, i have health issues. my decision to become hilton diamond was somewhat due to this hotel!

rooms get the most cursory of cleaning. the amount of mold in the shower and truly disgusting slime on the shower floor has me wearing flip flops to shower, and treating the shower as a bio hazard.

in contrast, the well managed Four points Suk 15 is wonderful and has many faces who have been there since it opened. when it moved to Cat 3 (along with LM going to Cat 4) last year, as i read the news, i said aloud, 'oh no, f me', more than a few times! the silver lining to it though has been the game 4P Suk 15 used to play with award night availability has stopped (as a Cat 2, they renamed rooms and, thus, only made 4 available per night except far out in the schedule), and now it's easy to book even close in.

bottom line: the cash price difference between the 2 hotels is usually less than $20/night. you'd have to either be ill informed or a complete moron to choose the aloft over FP.

TravelinSperry

And then if you're going to pay for the 4P you can for the same difference between it and the aloft upgrade to the Westin which is much better than the 4P. I won't go calling you the same names you called others however.