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  1. #1
    Thailand Expat
    Simon43's Avatar
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    Stolen window - Phuket Airport Hotel

    Dear hotel agony aunt

    Today has been rather stressful at the hotel I own in Phuket. An American woman booked one night of stay and then demanded her money back after checking in because she accused the Thai staff of removing a window from her room that was present on the hotel web-site photos.

    She hung up on my phone call after I pointed out that we employ curtains in Phuket, and that the window was therefore not immediately visible

    My ex who manages the hotel and is considerably more insane than most people, had to walk outside the hotel, to avoid 'mental meltdown'.

    Now they claim to be travel journalists and, having taken a photo of our air freshener can no less, are demanding I refund their money.

    What is your advice? Should I meekily refund their money and remove all curtains from the property? Or should I 'blacklist' them on my hotel web-site and publish their phone number and home address??

    I await your expert advice

    Simon

  2. #2
    R.I.P.
    DrB0b's Avatar
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    If you really want to appreciate the full extent of Thailand hotel window horror you need to read THIS thread;

    http://teakdoor.com/chiang-mai-forum...t-in-full.html (That Anodard incident in full)

  3. #3
    disturbance in the Turnip baldrick's Avatar
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    tell them where you have posted this and see if they are stupid enough to join

  4. #4
    Thailand Expat
    dirtydog's Avatar
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    Quote Originally Posted by Simon43
    having taken a photo of our air freshener can no less
    What do you need air freshener for if you haven't got any windows left?

  5. #5
    En route
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    Quote Originally Posted by baldrick View Post
    tell them where you have posted this and see if they are stupid enough to join
    I vote that.

  6. #6
    Have you got any cheese Thetyim's Avatar
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    Have I got this right
    She booked in but then didn't stay the night ?

  7. #7
    Not an expat
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    Quote Originally Posted by DrB0b View Post
    If you really want to appreciate the full extent of Thailand hotel window horror you need to read THIS thread;

    http://teakdoor.com/chiang-mai-forum...t-in-full.html (That Anodard incident in full)
    Actually when I read the thread title I thought Slimboyfat was in Phuket.

  8. #8
    Thailand Expat
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    The air freshener is used to remove the smell of stale farts from the previous guests.... granted that it might not be to everyone's taste, but this women said 'I cannot breath', even though she seemed to be doing a fine job of breathing when talking to me on the phone.

    There are occasions (few), when I have real issues with hotel guests, and on each occasion, it has been with an outspoken, American woman who is trying to get a 5-star hotel at a 2-star price. I find yanks to be both the best and worst type of guest.

    DrBob, read that thread about the hotel window. In my case, the said window cannot be opened, and even if it good, it can only fall 1 meter since all rooms are on the ground floor.

    I have never made customers pay for accidental damage, even when a kid tried to do a Superman impression and ran straight through one of our sliding glass doors. (Luckily, the repair cost wasn't high and the kid's blood didn't stain the tiles)

    Try as I might, Google does not seem to confirm that her husband is a travel journalist, as he claims...

    Simon

    PS to Thetyim - yes, booked and prepaid for 1 night, but refused to enter the room after smelling the air freshner, then claimed the room was 'disgusting' and took several photos of the air freshner can.

    They already sent an email demanding a refund, but I'm not sure that 'being a complete twat of a guest' is grounds for Paypal to issue a refund

  9. #9
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    If it's not as shown in the hollywood movie a complaint is due. Makes you wonder when they get on an air plane and they see the economy seats they have to sit in.

  10. #10
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    Quote Originally Posted by OhOh
    Makes you wonder when they get on an air plane and they see the economy seats they have to sit in.
    You mean the two economy seats they have to sit in. One for each buttock.

  11. #11
    I am in Jail

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    Answers simple...buy the biggest disc-cutter you can find and get cracking, shouldn't take long.

    Ohh and stop employing curtains they don't converse with the customers and English speaking staff would be better.

    p.s. I've only met one customer from hell to date and she was Scottish and pissed. Fotunately my wife arrived just in time to stop me telling the ugly, fat, obnoxious cow to fuck off! (her patience and customer skills are so much better than mine)

  12. #12
    Days Work Done! Norton's Avatar
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    Quote Originally Posted by Simon43
    They already sent an email demanding a refund, but I'm not sure that 'being a complete twat of a guest' is grounds for Paypal to issue a refund
    Ignore it. If they are travel agents they should know no one in Thailand answers emails.

  13. #13
    Have you got any cheese Thetyim's Avatar
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    Must admit I have walked out of several thai hotels because the room stank.

    The smell of an air freshener doesn't last long though and a 30 mins airing would have got rid of it.

  14. #14
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    Let me talk to her for you.

    "Go home you fat f**** pig. I came half way around the World to get away from selfish worthless c***s like you."

    Why don't you buy her a certificate for a free week at that Chiang Mai hotel where the 4 people have died?

  15. #15
    Thailand Expat
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    Go home you fat f**** pig. I came half way around the World to get away from selfish worthless c***s like you
    I really cannot agree with that! I only spoke on the phone with her, so maybe she isn't fat... But the rest sounds ok

    Simon

  16. #16
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    Quote Originally Posted by Simon43
    so maybe she isn't fat
    You said she was American, obese is probably the word your looking for

  17. #17
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    You move her to a room of her liking and apologize that the first room was not up to her expectation. If the room really was bad then you can give her some complimentary chocolate or something. She may have be a complete idiot but when you are running a hotel that is the kind of thing you have to deal with. If she decides none of the rooms are up too her standard and you don't think you have misrepresented your hotel on the website then she can go somewhere else. Never give a refund or discount unless you have massively screwed up, just add value.

  18. #18
    Thailand Expat
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    Quote Originally Posted by DrB0b
    You mean the two economy seats they have to sit in. One for each buttock.
    I was once sat on a plane, seat number 2 of a 4 row. The lady on my left asked if she could raise the arm rest as she found the seat width a little narrow. I suggested she lifted the other arm rest between her and her partner.

  19. #19
    On a walkabout
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    She's not Mrs Peter Finch is she.

    She's as mad as hell and she's not gunna take this anymore................because she can't open the fooking window.


  20. #20
    Molecular Mixup
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    my head not working very well ,am i understanding this OP correctly ?

    a lady checks in , thinks the room is not up to the standard shown on the website ,
    as there was a window shown in the website photo ,that's not there -
    you 're claiming the photo just showed curtains ,and she was silly to expect there to actually be a window behind them .

    is that right ?
    ok
    she dislike the room and the stinking chemical air freshener
    walks straight out of the room and asks for a refund
    yes ?

    instead of giving the refund ,and smiling,
    and when she's gone shaking your head and opening a beer
    you refuse
    and everyone gets stressed out ....

    IS that it ?

    may we see the website photo ?

  21. #21
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    sounds more like a 0 star hotel trying too rent rooms as a 3 star. I have refused several rooms that not only did not have the views or aminities that were posted on their website as requested prior show us your website and the real rooms

  22. #22
    Banned Muadib's Avatar
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    Easy, what is your cancellation policy? Most hotels have a 24 hour cancellation policy or you lose your deposit for at least one night... In this case, the 1 nights rent... Although pointing them to TD would make entertaining folly...

  23. #23
    Thailand Expat
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    Woo, some serious comments on here - lighten up guys!

    She had only booked to stay for a single night, not for a holiday stay. And the window that she thought existed did exist - it was behind the curtain that she failed to pull back. So the web-site photos were totally correct and she was (sigh), totally stupid

    She checked out several alternative rooms, but refused them all without good reaason - all had the window that can be seen on the web-site photos.

    Giving a refund in these circumstances might be good for customer relations, but is definitely not top of my list - it's the principle really and BobR's comments just about sum it up

    Simon

  24. #24
    Molecular Mixup
    blue's Avatar
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    it would help if you had been a bit clearer in your opening post,
    As regards your website photos , from your home page link here
    all i get here is
    This is the Plesk™ default page

    If you see this page it means:

    1) hosting for this domain is not configured
    or
    2) there's no such domain registered in Plesk.
    For more information please contact administarator




    Anyway look forward to the next ''Dear hotel agony aunt''

  25. #25
    Thailand Expat
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    thats why i don'y pay before hand i lob check the place if i don't like i don't stay

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