Diamond Residence Ratchada Hotel

I am writing this review to express my utmost dissatisfaction with the appalling service we received during our recent stay at Diamond Residence Ratchada Hotel, which has left us feeling disrespected and undervalued as loyal, 5-year regular customers.

Upon arrival at 3:30 PM (Bangkok time), well past the check-in time of 2:00 PM, we were met with one of the worst customer service experiences we have ever encountered. The front desk staff, particularly a short-haired, tomboyish-looking lady, displayed unacceptable behavior and attitude.

1. **Unprofessional and Rude Behavior**:
- When we approached the counter, she rudely slammed the table and yelled, "Hello, hello, booking!" in an impatient and condescending tone.
- After providing our booking details, she made a displeased face, muttered something in Thai, and laughed while pointing at us, making us feel mocked and humiliated.

2. **Failure to Honor Booking Requests**:
- We had specifically requested a high-floor room through Agoda and even called the hotel to confirm. Despite this, we were told no high-floor rooms were available, and only a Level 2 room could be offered.
- When we firmly insisted on our confirmed high-floor booking, she rolled her eyes and continued to ignore us. This behavior is entirely unacceptable for front-line staff.

3. **Inconsistencies and Unprofessional Handling**:
- After escalating the situation, another staff member intervened, and suddenly, the high-floor room we had reserved was miraculously available. This raises serious questions about the honesty and competence of the staff.
- When confronted about her earlier claims, the short-haired staff member made the excuse that she had just returned from a break and was confused. This is not a valid justification for the disrespectful treatment we endured.

4. **Substandard Room Conditions**:
- The room provided had a terrible mattress with springs poking out, making it impossible to sleep comfortably. This is completely unacceptable for a hotel that claims to provide quality accommodations.

This experience has left us deeply disappointed and questioning the management’s oversight of its staff and facilities. If this is how long-time loyal customers are treated, it speaks volumes about the lack of customer care at Diamond Ratchada Hotel.

We urge the management to take immediate action:
- Investigate the behavior of the staff member in question and ensure proper training to prevent such incidents in the future.
- Review housekeeping practices to ensure rooms are properly maintained.
- Reassess how customer bookings and special requests are managed to avoid misleading and disappointing guests.

Until serious improvements are made, we cannot recommend this hotel and will be reconsidering our future stays. This level of service is simply unacceptable.

I don't know whether to change the sheets. The first two days after I moved in, my whole body was itchy and I also had allergies and rashes. When I saw blood on the sheets, I asked the front desk to change the sheets and it felt better. A week later, the rash is still very itchy. But the hotel golf driver is still very good. But when I saw the previous comment, some of the service staff seemed to be short of money.