A month after cancelling and still no refund
Reviewed 24 July, 2021
I made a booking with the hotel which required 100% payment up-front, but which also had a 100% refund policy. Well, I did decide to cancel the booking, and that’s when the problems started.
A week after I cancelled the booking I still hadn’t received my refund, so I emailed the hotel. The hotel’s first response was to tell me that I wasn’t due a refund as I hadn’t paid. I responded to inform the hotel that I had indeed paid ( 100% pre-payment on the booking ) and included a screen shot showing the money leaving my account on the same day as the booking was made.
Over the following 2 weeks I tried to follow up with the hotel but only received out of office replies, and still no refund.
I then contracted the owners to see if they could help, and in fairness they acted upon it immediately. ( A change in payment processing providers was blamed for the hotel’s first response ).
A couple of days later I received an email from someone at the hotel who
1. Asked if I was sure I wanted to cancel. Well, yes, after repeated emails chasing a refund and having to escalate the issue, I was pretty sure I wanted to cancel.
2. Told me that the refund would be processed in 21 days. It’s now 4 weeks since I cancelled, and I am still waiting for my refund.
3. Charged me 3% to cancel my booking. In fairness, this was part of the booking agreement, but I would’ve thought this could be waived as a gesture of goodwill given the hassle I am going through just to get my money back.
I have not stayed at the hotel, so I can’t comment on whether things would be any better as an actual guest. But given my experience so far, I doubt I’ll be staying there in the future.
A wonderful escapede...memories chizzled for ever
Reviewed 9 September, 2020
It was my maiden international tour and we, a group of two couples with young kids travelled Phuket last year.
After rigorous research, we zeroed upon Thavorn Palm Beach Resort at Karon Beach. A decision, that shall keep a young memory for us, forever.
Since we were 4 adults and 2 kids, we chose their room tittled as "2 bedroom family suit with terrace." It was basically a lavish apartment without a kitchen. The setup comprised a large living room with two bedrooms. Both bedrooms had separate ensuit washrooms. Key features:-
1. Two couples can stay with partial privacy owing to separate washrooms.
2. One of the bedrooms and the living room setup has separate balconies overviewing the garden.
3. The rooms are sparking clean. Though the property is old, it's thoroughly well maintained.
4. The pool is wonderful. Generally, a pool doesn't lure me when the sea is around, but this time, it could attact me.. spent a few hours at the pool with my family and friends.
5. The breakfast spread is to die for, the wide option will definitely puzzle you from where to start with.
6. Karon Beach is just across the road... Will take a couple of minutes stroll to reach the beach from your room.
Value for Money- 4.5/5
Reviewed 22 August, 2020
I stayed 10 nights at the Tavorn and was pleasantly surprised with the resort. Excellent location, facing a magnificent beach and bordered by a well-kept pedestrian promenade to reach kata beach in a few minutes on foot. excellent taxi service near the hotel to nearby patong. Immense and well-kept pools where to enjoy and relax... I recommend to everyone
Stay badly affected by the Covid virus
Reviewed 21 April, 2020
This was our second stay at the Thavorn. It's difficult to write a review as the Covid virus definitely affected our stay, though I feel it unfair to mark down the hotel for this as there was little they could do. The pools were all closed when we arrived and by the end of the stay the beach and restaurants nearby were closed as well. Very few guests and it was clear the hotel was in the process of shutting down. Not the fault of the hotel of course. We had a large two bedroom suite which was clean and appeared newly decorated. Wifi was good, breakfast also good, though a bit lacking near the end but understandably so as there were only a handful of guests. Staff were friendly, the grounds lovely. We did get our original flight home cancelled and the hotel let us to move to cheaper rooms for a few days unplanned stay and a complementary late check out on the last day. Not the ending to our holiday we wanted but I'd say the Thavorn did their best under the corcumstances.
Very inconsistent or non-existing reservations costumer service.
Reviewed 31 March, 2020
I made reservations in December for the month of March. I acknowledge that this was a non-refundable reservation, but this wat before the current COVID-19 issue.
During February the airline canceled my flight, leaving me with no way to get to Thailand.
After a formal request the hotel refused a refund or re-book for next year, but gladly offer me to re-book until October. OK, but this is monsoon season and at the same price, even though this is off season time and it tends to be significantly cheaper.
To everyone’s surprise, I guess they noticed I did not check in, and their customer service (Chanika N.) reply to me that they did could re-book me for next year with a surcharge. I agreed and requested to pay the charge on arrival. After some back and forth emailing and calling I mentioned that most touristic facilities are working refunds to tourists and at the same time Thavorn was asking for more money. Sutthida Tri-Ngam replied me back waving the fee. I agreed and called the hotel to get a confirmation number and another person told me the very next day that I needed to pay in advance to avoid a change in price and secure the room! I stated that I already paid more than $1500 so I did not want to pay more until I got there.
The customer service staff was pretty inconsistent through this whole affair and from the point of view of recurrent client/extended family of recurrent clients (not anymore in this case) the Hotel still is prioritizing short term profit versus a long-term relationship. So, I would advise to just exercise extra care if you decide to conduct business in this facility.