Could have been spectacular

We were very excited to return to the PH after our last stay which was extraordinary. Sadly, it was memorable, but nor for the right reasons.

We booked a Park Deluxe Suite and were upgraded to a Park Executive Suite on the quiet side. I booked the hotel S Class and arrived late on Friday night.

Generally, we are given private in room check in and taken direct from the car to the room. On this occasion there was noone to greet us. It wasn't a big deal but set the tone of the stay.

We weren't escorted to check in, rather just to the elevator. Check in was swift. We weren't escorted to the room and I put it down to being Lunar New Year and the hotel being very full.

We were escorted to the room and there was a Bottle of Red wine as an amenity (my preferences indicate that we don't drink Red). I asked for it to be swapped but it never happened.

The door kick kept clicking all night and echoed through the wooden room. I suspect a low battery and was going to ask them to fix while we were out.

We got up the next morning and saw stains on the bed head. It looked like blood and wasn’t ours. I emailed a photo to the team who met us at breakfast, apologised profusely and said they’re preparing the Diplomatic Suite.

We moved after breakfast and the suite was STUNNING. Gorgeously decorated with Thai influences, fit for a Princess!

The biggest couch we’ve ever had, kitchen, 1.5 bathrooms and the best view in the hotel. I could live here. The room had no neighbours being on the edge of the building and fire stairs beside it.

We watched proper action film and husband was impressed with the audio that had speakers around the room and roof.

The only drawcard is the noise from the bars and street can be very much heard inside and I’m a light sleeper. We both had to take sleeping tablets because the noise was beyond bearable and I wasn't going to ask for a different room.

We didn’t leave the hotel for 2 days, just sat by the pool. They reserved the same sunbeds and same tables at breakfast each day.

The breakfast staff have remained the same for two years which is a great sign and this is where the hotel shines. They were delighted to see us and were as warm and kind as we remember.

We spent last night on the rooftop bar which has an incredible view for cocktails, but these still need improvement,

Despite the hotel running at 100% it never felt busy.

Despite being in contact with the GM and Exec team prior and during the stay, nobody contacted us post stay with the issues we faced other than the Duty Manager. The service recovery of the upgrade gave us a new room, but nothing else was said on the matter. This really left a poor impression and next time we'll return to the FS or Capella. Regardless, this level of lacking of hygeine should never occur.

It's sad because we were so excited to return and we expect more from the Exec team.