Pengguna Tetamu
30 April 2024
Let me start off with saying that the property itself is really cool. That being said, the management is in the ‘Hospitality’ business but have 0 ‘hospitality’ capability. To share some background, I was booked for 3 night stay at Railay Phutawan Resort (RPR) but unfortunately, within an hour of checking in at 2pm, I had to check out and fly out as I had a death in my family. I reached out to RPR to request them for a refund of the amount spent for the 3 days considering I didn’t spend a single night there. I acknowledged and agreed that they should charge me for 1 night and maybe even 2 nights if they feel that's fair. I was hopeful for quick communication and maybe a bit of sympathy for the circumstances considering I shared the death certificate, outbound flights and all other proof with their management but I had high hopes. The management was vey slow to respond and when they eventually responded, their response was ‘you need to read terms & conditions before you book’ and ‘if someone was to cancel the reservation at the last minute, why is there an expectation for the resort to pay anything back’. I indicated that I totally agree if there is not a strong enough reason with proof, they are well within their right to not refund anything at all, but I have shared clear evidence of the same. Eventually, they said that management will look into it again and get back to me. It has been 25 days since I first reached out to them and checked out and there is still no resolution and they have just ignored my last few messages. Safe to say that there is no expectation of a refund or response from RPR or that I will ever recommend them to anyone or book this resort again. What’s worse is that all the other hotels/resorts understood the situation and refunded the full amount back. Even tours that we had booked the very next day were understanding and sympathetic. Shame as I was hoping to stay at RPR in the future. Wouldn't recommend if you are looking for good service and a resort that cares about guests!
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