A LoyaltyLobby reader sent us a note about a stay at the Tribe Hotel in Bangkok that did not go according to plan. The hotel pool is closed for private events, and the booked room was unavailable at the check-in time, among other things.
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You can access Tribe Bangkok’s Accor page here.
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Reader’s Message:
Have another question, would like to know your view if I am reasonably unhappy with hotel. I have Diamond status with Accor (staying maybe 30-40 nights a year, primarily in high end of their brands).
Arrived at booked hotel (Tribe Bangkok) around 3.30pm (indicated arrival time of 2pm) and check in time was 2pm. Was told room is not ready and told to come back in 1-2 hours. Explained that it does not work for us as we have evening plans that require us to get ready. Discussion for a while and they say they will hurry up and ask us to wait in lobby. I decline and ask for calmer environment (was a bit like a zoo). They ask us to wait in restaurant and have something to drink, after another discussion it is agreed that we do not have to pay for water/soda/coffee (initially they wanted us to pay). Room was ready 4.45pm so 2h45min after official check in time and as Diamond one should even if available get early check in. That was issue number 1.
Second issue was no status recognition, fine as we booked highest possible room already and welcome drinks should appear in app. Realised that no welcome drink vouchers in app, again have to discuss with front desk as they claim they are handed out when checking in. After a while they agree they could have made a mistake as they brought the key to the restaurant.
Third issue, we booked a property with pool (as we this time is travelling with a 10 year old child). Notice on the wall of the floor of the pool states it is closed for private event 27th and 30th of Dec between 11.30 am – 8pm. I asked what options they provide as alternatives and they said to use it after 8pm is still fine. This is not at all acceptable as pool was a key requirement for us when booking and from discussion with staff it appears they rent out pool for parties as and when someone asks for it.
I asked for suitable compensation but the hotel view is that they have done nothing wrong. Hotel is fairly affordable at around 8k THB per night (we are staying for 5 nights) for the 2 bedroom rooms. I have suggested equal to 1 nights rate in Accor points. Is that reasonable in your view?
I think it is but maybe my expectations are wrong as I never stayed at Tribe (have stayed mostly at Sofitel, Banyan Tree, Fairmont, Mgallery, Swissotel and Mövenpick) but have tried some of the other more boutique brands of Accor (Homm, Mama Shelter) and service has not been this bad.
I have not stayed at this Tribe Accor brand yet, but it appears to be a lower-tier boutique hotel intended for guests who don’t care much about hotel facilities.
1. Delayed Check-in
The hotel was not able to accommodate guests at the check-in time. They should have offered guests a temporary room to change clothes and refresh, then moved their stuff to the correct room when it was ready.
2. Pool Closed Due to Private Event
We have noted this issue in several other pieces about Bangkok. These hotel pools are sometimes rented for outside party organizers, which may turn them into rather racy events.
Hotel guests who have paid for all the facilities are then denied their use.
I would say that these two are the main issues, and the mix-up with the welcome drinks is something that can happen.
Considering that paying guests are denied using the pool for two days, I would say that issuing compensation points enough for two nights would be the appropriate solution.
Tribe Bangkok Pool Images:
Conclusion
Hotels should be more careful when renting vital outlets, such as the hotel pool, for outside events and telling their paying guests to go pound sand.
The reader should ask to speak with the loyalty manager or General Manager and negotiate an appropriate settlement.
