W Bangkok, Thailand [Master Thread]
Dec 9, 2013, 10:05 am
#273
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,757
Dec 10, 2013, 9:09 pm
#275
Join Date: Oct 2010
Location: BKK, TPE, MIA, MUC
Programs: SPG Plat Lifetime, CX Diamond, LH SEN, TK Elite / *A Gold
Posts: 262
first impressions match the general consensus
Observations after the first day in the W (of originally three planned, not sure about that anymore).
Check in:
- The stuff I usually do not care about (but still says something about the quality of check in process): Inattentive staff with bad attitude, not prepared, do not recognize status, not addressing with name, not polite, behaving like they would be the guest who I would need to service with a tad of a 'rock star attitude'.
- What I care about: total unprofessional behavior during check in when the girl at the check in made a huge fuss to check out my Thai girlfriends passport. She was nearly falling over and breaking her neck to get her nose into it, while her colleague filled out the guest cards. She was not at least impressed by the fact that we were standing right in front of her. In this moment I had to hold back not to verbally jump in her face. I am still outraged about this incident.
- spectacle about the room they would provide us with and we still ended up with a decent looking room - even when called 'standard suite', it is sitll a room. The whole process ignoring the rejected suite night upgrades beforehand (I'll go into that later) - I have to assume check in does not know about that. Anyway this spectacle about 'finding a special room' was not amusing to watch and IMO embarrassing. I checked in quite a few hotels in my life but never encountered such affected(? do you say that in english?), total unreal behavior from a staff during check in.
- I had to ask for pretty much everything myself. Nobody told me what time the breakfast is, if it is included or I have to use the welcome amenity for it, if there is anything to consider using internet, drinks at a non existing lounge whatever... you name it. When I check in at any SPG hotel, usually that are the things I get informed about, at least the first time I visit a property.
- I would really like to name my 'check in disaster candidates', if they would just wear a name tag in this hotel...
Bar:
- We had to wait around 40 mins for our room to be ready... at 6 pm. OK, happens. Waiting that time at the bar brought various experiences.
+ the bar is mostly empty with a cold atmosphere, some people might like that though. It is kinda stylish, in a modern and gay (which I consider a positive attribute, sorry if I use it falsely) way
+ the cocktails were watery and on the weak side, maybe that improves after some suggestions
+ the surrounding music is omnipresent (as usual in many Ws) and unfortunately to loud... so loud, maintaining a conversation is a not very pleasant task... and I prefer my conversations not to feel like a 'task'
+ in the darker part of seating arrangements in the corner, we encountered a group of 20 to 30 mosquitoes flying in a cloud like ball above a certain spot. Calling the staff just resulted in a shoulder nod and the suggestion of finding another place to sit. I was baffled.
General notes:
- if you dress casually or not exude a demand for respect either by age or a particular mean look or by being a rock star in general, nobody will take care of you.
- This goes far... to a point where you can wait forever after exiting the main hotel door and wait until four people from the staff attend to your need for a taxi. I intentionally waited to see how long it would take and clocked the time. After 2 min 30 sec I decided not to wait any longer and addressed them with my need for a taxi. This was also a new experience. Not in the crappiest hotel I encountered anything close to that.
- unfortunately in the W nobody wears a name tag. Due to that I started to ask the people who made a positive impression for their name. Right now I figured that is the more efficient way, since the overall service performance is really bad so far.
Breakfast:
- impressive warm Asian food spread, especially for a Chinese paled.
- croissants old and hard, the bread old and pretty bad for a German expat
- fruits on the weak side also sadly no fresh coconut, which I do not expect but other hotels provide them right now as they are in season
- coffee late quite decent, the cups they are served in are very stylish
- the Greek yogurt and Bircher muesli made me happy. This is decent quality is rare and something I love and appreciate.
- I tried the Eggs Benedict more out of curiosity. The eggs themselves were cooked to perfection and quite good, all the rest and condiments around the eggs not good though.
- at breakfast the first positive service experience: "Art" was attentive and quite up to speed in his (F&B) profession, also "Loy?" was the first person in the hotel who gave me a friendly genuine smile - usually not really an issue but "in the land of smiles" something that makes an impression and is kinda worth mentioning. Due to the weak service so far, I soaked that smile up like a plant the first rain after a dry period. It is appreciated.
Booking & room
- suite upgrade for 3 nights was rejected
- at the day of check in the selected Marvelous suite, which was available all the time vanished from the booking system
- we were "upgraded" to a standard suite, which is a slightly bigger room with a bigger bathroom but a room nonetheless and not suite (not even junior).
- the room faced a huge construction site and the round parts of the BTS track before and after Chang Nonsi station, which results in terrible screetching noise from the BTS (first I thought it might be some power tools at the construction site)
- BTS comes every three minutes in rush hour, two trains every direction times two curves before and after the station results in screetching noise pretty much every minute if not all the time with bad timing.
- since even in Lvl 29 the noise from BTS is bad, the windows must be of very weak quality. Hardly understandable for a new hotel of that category.
- fire alarm speaker makes a repeating "dat-dat-dat" sound, which is so audible that is even overshadows the BTS and very very annoying I might add
- Maintenance tried to "fix" the noisy fire alarm speaker by putting a towel on top of it... which did not help, surprise surprise.
- the non fixable fire alarm resulted in a suddenly available Marvelous (1 bdr) Suite on the same floor... (I am not even laughing anymore) - with the same source of noise and also a towel over the device but due to the layout of the suite much less intrusive
- also the BTS is much less annoying... still very audible though
- now the Thanon Sathorn (road) is very present - in Lvl 29. This is something I usually do not complain about in Bangkok. Still I am curious who is responsible for the lack of sound proofing...
I am curious what the next days bring... if we are not checking out early to return to my second home the LM.
Check in:
- The stuff I usually do not care about (but still says something about the quality of check in process): Inattentive staff with bad attitude, not prepared, do not recognize status, not addressing with name, not polite, behaving like they would be the guest who I would need to service with a tad of a 'rock star attitude'.
- What I care about: total unprofessional behavior during check in when the girl at the check in made a huge fuss to check out my Thai girlfriends passport. She was nearly falling over and breaking her neck to get her nose into it, while her colleague filled out the guest cards. She was not at least impressed by the fact that we were standing right in front of her. In this moment I had to hold back not to verbally jump in her face. I am still outraged about this incident.
- spectacle about the room they would provide us with and we still ended up with a decent looking room - even when called 'standard suite', it is sitll a room. The whole process ignoring the rejected suite night upgrades beforehand (I'll go into that later) - I have to assume check in does not know about that. Anyway this spectacle about 'finding a special room' was not amusing to watch and IMO embarrassing. I checked in quite a few hotels in my life but never encountered such affected(? do you say that in english?), total unreal behavior from a staff during check in.
- I had to ask for pretty much everything myself. Nobody told me what time the breakfast is, if it is included or I have to use the welcome amenity for it, if there is anything to consider using internet, drinks at a non existing lounge whatever... you name it. When I check in at any SPG hotel, usually that are the things I get informed about, at least the first time I visit a property.
- I would really like to name my 'check in disaster candidates', if they would just wear a name tag in this hotel...
Bar:
- We had to wait around 40 mins for our room to be ready... at 6 pm. OK, happens. Waiting that time at the bar brought various experiences.
+ the bar is mostly empty with a cold atmosphere, some people might like that though. It is kinda stylish, in a modern and gay (which I consider a positive attribute, sorry if I use it falsely) way
+ the cocktails were watery and on the weak side, maybe that improves after some suggestions
+ the surrounding music is omnipresent (as usual in many Ws) and unfortunately to loud... so loud, maintaining a conversation is a not very pleasant task... and I prefer my conversations not to feel like a 'task'
+ in the darker part of seating arrangements in the corner, we encountered a group of 20 to 30 mosquitoes flying in a cloud like ball above a certain spot. Calling the staff just resulted in a shoulder nod and the suggestion of finding another place to sit. I was baffled.
General notes:
- if you dress casually or not exude a demand for respect either by age or a particular mean look or by being a rock star in general, nobody will take care of you.
- This goes far... to a point where you can wait forever after exiting the main hotel door and wait until four people from the staff attend to your need for a taxi. I intentionally waited to see how long it would take and clocked the time. After 2 min 30 sec I decided not to wait any longer and addressed them with my need for a taxi. This was also a new experience. Not in the crappiest hotel I encountered anything close to that.
- unfortunately in the W nobody wears a name tag. Due to that I started to ask the people who made a positive impression for their name. Right now I figured that is the more efficient way, since the overall service performance is really bad so far.
Breakfast:
- impressive warm Asian food spread, especially for a Chinese paled.
- croissants old and hard, the bread old and pretty bad for a German expat
- fruits on the weak side also sadly no fresh coconut, which I do not expect but other hotels provide them right now as they are in season
- coffee late quite decent, the cups they are served in are very stylish
- the Greek yogurt and Bircher muesli made me happy. This is decent quality is rare and something I love and appreciate.
- I tried the Eggs Benedict more out of curiosity. The eggs themselves were cooked to perfection and quite good, all the rest and condiments around the eggs not good though.
- at breakfast the first positive service experience: "Art" was attentive and quite up to speed in his (F&B) profession, also "Loy?" was the first person in the hotel who gave me a friendly genuine smile - usually not really an issue but "in the land of smiles" something that makes an impression and is kinda worth mentioning. Due to the weak service so far, I soaked that smile up like a plant the first rain after a dry period. It is appreciated.
Booking & room
- suite upgrade for 3 nights was rejected
- at the day of check in the selected Marvelous suite, which was available all the time vanished from the booking system
- we were "upgraded" to a standard suite, which is a slightly bigger room with a bigger bathroom but a room nonetheless and not suite (not even junior).
- the room faced a huge construction site and the round parts of the BTS track before and after Chang Nonsi station, which results in terrible screetching noise from the BTS (first I thought it might be some power tools at the construction site)
- BTS comes every three minutes in rush hour, two trains every direction times two curves before and after the station results in screetching noise pretty much every minute if not all the time with bad timing.
- since even in Lvl 29 the noise from BTS is bad, the windows must be of very weak quality. Hardly understandable for a new hotel of that category.
- fire alarm speaker makes a repeating "dat-dat-dat" sound, which is so audible that is even overshadows the BTS and very very annoying I might add
- Maintenance tried to "fix" the noisy fire alarm speaker by putting a towel on top of it... which did not help, surprise surprise.
- the non fixable fire alarm resulted in a suddenly available Marvelous (1 bdr) Suite on the same floor... (I am not even laughing anymore) - with the same source of noise and also a towel over the device but due to the layout of the suite much less intrusive
- also the BTS is much less annoying... still very audible though
- now the Thanon Sathorn (road) is very present - in Lvl 29. This is something I usually do not complain about in Bangkok. Still I am curious who is responsible for the lack of sound proofing...
I am curious what the next days bring... if we are not checking out early to return to my second home the LM.
Dec 10, 2013, 11:28 pm
#276
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,018
Wow, I had no intention of staying here... but recently walked by and realized the BTS station wasn't as far away as I thought. So I actually started to consider it again. Thanks for knocking some sense into me. I'll stay well clear of the W.
Dec 11, 2013, 2:24 am
#278
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
Sorry for the unpleasant experience during your stay. Was the SNA approved and then rejected? Or it was simply rejected?
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Dec 11, 2013, 2:40 am
#279
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,682
Dec 11, 2013, 5:21 am
#280
Join Date: Jun 2013
Location: Shanghai, Singapore
Programs: SQ*G, SPG Platinum, FPC Premier
Posts: 339
Thanks for the review. I've made a conscious decision to skip this property recently even though I like the W concept, but shall stay away until I read stuff inspiring greater confidence in this forum.
Dec 11, 2013, 6:54 am
#281
Join Date: May 2010
Location: Earth ... for now
Programs: UA 2MM * Marriott Ambassador LT Titanium * IHG Diamond Ambassador * Hilton Diamond *
Posts: 1,787
The feeling that you had at the check-in will probably be difficult to forget, for you to enjoy the rest of your stay.
Unfortunately, unlike you, we liked the croissants, but we have our breakfast quite early and they might be fresher at that time.
The staff was actually very nice with us, when we went for a drink at the bar, but the experience at Bamboo Chic is far superior, that is when no function is occupying the bar!
Dec 11, 2013, 8:57 am
#282
Join Date: Nov 2011
Location: West Coast, USA
Programs: Skywards Platinum
Posts: 3,747
I feel sorry about the experience that you went through, but ours was very different during the stay that we just completed.
The feeling that you had at the check-in will probably be difficult to forget, for you to enjoy the rest of your stay.
Unfortunately, unlike you, we liked the croissants, but we have our breakfast quite early and they might be fresher at that time.
The staff was actually very nice with us, when we went for a drink at the bar, but the experience at Bamboo Chic is far superior, that is when no function is occupying the bar!
The feeling that you had at the check-in will probably be difficult to forget, for you to enjoy the rest of your stay.
Unfortunately, unlike you, we liked the croissants, but we have our breakfast quite early and they might be fresher at that time.
The staff was actually very nice with us, when we went for a drink at the bar, but the experience at Bamboo Chic is far superior, that is when no function is occupying the bar!
But, several others have reported this, so who knows what is going on. Perhaps I just don't notice it.Just to note, I have had a 100% success rate with SNAs at this property, so I have only stayed in the Marvelous Suite. I didn't notice any sounds from either the fire system or the street/BTS.
Dec 11, 2013, 9:26 am
#283
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,018
I am with you. I have stayed at the W several times now and enjoyed it every time. I have not experienced anything like FoodieOnTour has. But, several others have reported this, so who knows what is going on. Perhaps I just don't notice it.
Just to note, I have had a 100% success rate with SNAs at this property, so I have only stayed in the Marvelous Suite. I didn't notice any sounds from either the fire system or the street/BTS.
But, several others have reported this, so who knows what is going on. Perhaps I just don't notice it.Just to note, I have had a 100% success rate with SNAs at this property, so I have only stayed in the Marvelous Suite. I didn't notice any sounds from either the fire system or the street/BTS.
Dec 11, 2013, 9:59 am
#284
Join Date: Jul 2010
Location: Korea, USA
Programs: IC Dia RA / Marriott LT Plat / WOH Globalist / Hilton Diamond / OZ Diamond Plus
Posts: 340
Mixed
Now they blocked the Marvelous Suite and opened the Fantastic Suite for SNA. Since the Fantastic is only two available, I think it will be harder to get confirmed unless requesting the Studio Suite.
I have stayed for a long term here, also with several short term stays, and I have mixed feelings. Concierge is wonderful. They knew what I'm asking exactly such as fine dining for meeting, so it was perfect to ask them. But the front desk staffs were unfriendly, always. It's hard to see their smile. What I don't understand, concierge is soooo friendly and they always try to contact my eyes when I pass the lobby but why front desk staffs are not?
Welcome setting was always different. Sometimes got fruits and cup cakes, sometimes just fruits, sometimes nothing..
They never did Nightly Room Refresh which makes me so curious. Other W hotels did the night service where I've stayed, but I don't know why they don't.
I always been upgraded to the Studio Suite and few times to the Marvelous Suite without SNA. But I know several friends who wasn't upgraded to Suites. They've got just Fabulous Room.
I love the fitness center and pool because it opens for 24/7. It's nice to go there after midnight and no one there.
The breakfast was horrible until last June or July but after that it's been improved a lot. I hated their bf, but now I think it's fine.
Ultimately, I like this hotel. But it's true that something makes me to consider not to stay here.
I have stayed for a long term here, also with several short term stays, and I have mixed feelings. Concierge is wonderful. They knew what I'm asking exactly such as fine dining for meeting, so it was perfect to ask them. But the front desk staffs were unfriendly, always. It's hard to see their smile. What I don't understand, concierge is soooo friendly and they always try to contact my eyes when I pass the lobby but why front desk staffs are not?
Welcome setting was always different. Sometimes got fruits and cup cakes, sometimes just fruits, sometimes nothing..
They never did Nightly Room Refresh which makes me so curious. Other W hotels did the night service where I've stayed, but I don't know why they don't.
I always been upgraded to the Studio Suite and few times to the Marvelous Suite without SNA. But I know several friends who wasn't upgraded to Suites. They've got just Fabulous Room.
I love the fitness center and pool because it opens for 24/7. It's nice to go there after midnight and no one there.
The breakfast was horrible until last June or July but after that it's been improved a lot. I hated their bf, but now I think it's fine.
Ultimately, I like this hotel. But it's true that something makes me to consider not to stay here.
Dec 19, 2013, 3:53 am
#285
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
I'm staying here at the moment. I won't be coming back despite W's being my preferred SPG brand.
I got upgraded to a Spectacular Room that had an envelope with my name on it in the room suggesting to me that they're not honouring the Platinum upgrade policy. Checking online now I see Cool Corner Rooms, Studio Suites and all the other suites except for Fantastic. Naughty.
They then took nearly an hour and two phone calls to bring up my baggage and now I keep getting people wandering into the room. Turndown service and someone else to bring up a couple macaroons. At least my room is cooling down - the AC was set to 27 degrees.
All I wanted to do was settle down with room service and a movie this evening, but rather oddly for a new hotel the TV doesn't appear to be interactive.
I got upgraded to a Spectacular Room that had an envelope with my name on it in the room suggesting to me that they're not honouring the Platinum upgrade policy. Checking online now I see Cool Corner Rooms, Studio Suites and all the other suites except for Fantastic. Naughty.
They then took nearly an hour and two phone calls to bring up my baggage and now I keep getting people wandering into the room. Turndown service and someone else to bring up a couple macaroons. At least my room is cooling down - the AC was set to 27 degrees.
All I wanted to do was settle down with room service and a movie this evening, but rather oddly for a new hotel the TV doesn't appear to be interactive.