Never again

We have a fond affinity of the StR BKK having stayed there several times per year in the last 13 years since it was built.

Pre Covid we were always upgraded to suites, especially on the Penthouse level, had wonderful Butlers and spent the last day of every Asian vacation by the pool, but this stay has me swearing off St Regis SIN and BKK after two awful stays.

Despite booking a Metro Suite via STARS, and there being multiple higher category suites available, we were not upgraded the day prior or the day of on the app.

I chatted to the hotel and within that 5 min exchange, they pulled all the highest suites from inventory. It was a pretty pathetic start to the stay and I expressed my displeasure.

We prebooked the S Class to and from BKK which is always a nice ride in BKK traffic with cold water, cold towels and wifi.

We were greeted by a Front Desk Agent and the Executive Housekeeping Manager (gentleman in a suit) and escorted to our room for private check in.

The common areas are still stunning and grand.

The Housekeeping Manager mentioned our disappointment and lack of upgrade and he noted they had upgraded us to a Grand Metropolitan Suite.

I know the rooms are at the back of the hotel with limited view, but they are still a great 90sqm in size. Despite this, the rooms feel incredibly outdated and not modern. Like SIN, no work has be done since the hotel opened and everything from the switches to the furniture just feel old.

The room has zero privacy with residential apartment buildings looking into your room and the sheer blinds in the bathroom permanently down.

Curiously, they mentioned it being my first time at the hotel and I said we have over 20 stays. I have since learnt that Mariott destroyed their past guest history hence all of my previous excellent guest recognition was under SPG.

There was a welcome amenity including a bottle of red wine which I don't drink, but couldn't be bothered to ask for it to be swapped.

Instead of a STARS welcome letter, I receieved a FHR welcome letter. No big deal to me, however obviously they are supposed to work according my TA package.

They mentioned that they have Champagne Sabering at 6PM and half price Happy Hour cocktails 6-8PM. We planned to sit at the bar that night and have dinner.

The one great feature that remains consistent is the pool overlooking BKK.

It's private and you can spend a day lazing on a sunbed and feel like you're in a sanctuary in one of the busiest cities in the World.

The spa is now run by La Prarie and the treatments very lux.

Service during the stay was fine, the Butler in the AM delivered our Barista coffees within a few minutes, however it was at checkout that we had issues.

We were running 30 mins for the airport. As you can't checkout in the app I went to front desk and asked for our folios.

The previous night's drinks were not discounted by 50%. When I mentioned this, the agent said "You must have ordered the wrong drinks?"

I was quite shocked with the tone rather than an attempt to resolve the issue. The agent then rang through to the bar, spoke some Thai, and came back to tell me "You didn't ask for the Happy Hour menu." We didn't order any extraordinary cocktails other than Mojitos and a Moscow Mules.

At this point, I was furious. We were personally invited to the Sabering and Happy Hour and how was I to know to ask for a specific menu. After a 10 min back and forth, and with the agent arguing, I said just charge my AMEX and I'll deal with it later.

Once we were halfway to the airport, my partner asked me if we receieved the $100USD credit and I checked the folio and it wasn't applied.

I emailed my TA who within a few minutes emailed the hotel team with all of these complaints.

Eventually we receieved an email from the GM with a lacklustre apology and notably missing the 'We look forward to welcoming you back and providing a better experience in future.'

Needless to say they have lost our business and we'll choose the FS or Capella in future.

 

The food is always good quality and breakfast has quite a large selection.


 

Overall, we used to love this hotel, but the management is truly terrible.

We will never return.