S31 Sukhumvit Hotel

I stayed at this hotel for 10 nights in a panoramic room. I must say that the room itself is truly stunning and absolutely worth the money spent. However, I was very disappointed with the service provided. This is a 5-star hotel, yet in many aspects it behaves more like a 4-star property. To begin with, the thing I appreciated the least was finding a teddy bear placed on the bed with no note or price. Naturally, one assumes it is complimentary, which is very normal in a 5-star hotel. Instead, if you check the minibar price list, at the very bottom it states that the teddy bear is charged €15. It would be much more correct to place a note with the price next to the teddy bear, or clearly specify that it is a gift if it is meant to be complimentary. Another absolutely unacceptable issue was the lack of replenishment of bathroom amenities. For the first two days we had a small bottle of mouthwash, which was then suddenly removed and only reappeared on the last day of our stay. Only one roll of toilet paper was provided, which is unacceptable in any hotel, especially in a 5-star one. At least two rolls should always be available, even more so considering that the toilet paper is single-ply, meaning it is used up very quickly. The bathroom sink was broken, and we were informed of this at 3 p.m. during check-in. After a few days, we also discovered that the kitchen sink was broken and leaking water as well. The bathtub shower does not work. As for breakfast, in a respectable 5-star hotel a waiter should come around and ask guests if they would like a hot beverage, but here everything is self-service and the food is replenished very slowly. I managed to get one piece of watermelon only after five days of staying at the hotel. The idea of having two chefs preparing eggs or noodles on the spot is nice, but unfortunately the queues become extremely long because it takes too much time to prepare even a single egg at a time. The concierge is located on the lower floor and, in theory, as a proper 5-star hotel should do, the door should be opened for guests every time they arrive. Instead, this happens inconsistently. At this point, automatic doors would be more pleasant than having the door opened only every other day because the staff is busy talking among themselves. Overall, I did enjoy staying at this hotel, but if it weren’t for the beautiful room and the courtesy of the staff, I would have left a much worse rating. In my opinion, you should seriously reconsider the level of service you provide, because it does not truly reflect a 5-star standard, except for a few small details such as complimentary water (not mineral), bathrobes, slippers, and the concierge service.

2 months ago