Ovi_syarif
Family · December 20252/10
I finally understand why many hotels use the motto “to make guests feel at home when they are far away.”
Unfortunately, my experience at Shangri-La Bangkok was the opposite. I felt disappointed, uncom...I finally understand why many hotels use the motto “to make guests feel at home when they are far away.”
Unfortunately, my experience at Shangri-La Bangkok was the opposite. I felt disappointed, uncomfortable, and not welcomed at all.
I previously worked on hotel projects, so I understand basic hospitality standards—how to treat guests with respect, how to communicate policies clearly, and how to make guests feel heard instead of intimidated. Policies are important, but there is always a polite and humble way to explain them. At Shangri-La, the way the team handled the situation felt rigid, one-sided, and almost like “take it or leave it.”
Check-in Experience
I arrived with my husband, who was on a business trip. The room booking was for one person, and we had no issue paying the appropriate charge for myself and my 13-year-old child.
However, I was shocked when the front desk informed us that:
The second guest must pay an additional fee . The third guest would be charged an even higher rate
And we must take an extra bed, even though I clearly explained we did not need one—only additional breakfast for me and my son
The manager (Ming) insisted that this was not possible. For a hotel of this level, the way this was communicated was disappointing.
Room Rate Issue
Before arriving, the sales had already agreed on the room rate and the extension.
But at check-in, the front desk informed us—with a very cold tone—that the extension rate had increased. This was unexpected and unprofessional for a five-star property.
Hospitality is the heart of a hotel’s longevity. Treating each guest with care, flexibility, and respect should be the foundation of service. Instead, it felt like they were trying to take advantage of the situation. The difference was only around THB 500 (about 250,000 IDR, USD 7, SGD 10, EUR 7), so the amount was not the issue—the attitude and approach were.
Shockingly, we spent almost one hour in intense negotiation just for this.
Very rigid. Charges were calculated strictly “per head” with no flexibility.
Extension rate: originally agreed at THB 5,500 but suddenly increased to THB 6,000 upon arrival
Snobbish communication style, giving the feeling of “If you don’t like it, take it or leave it”
Revenue-driven approach, like OTA (Agoda/Booking) per-person charging, with no concern for guest comfort
Only after the Assistant Director (Karnrawee) came did they finally remove the additional THB 500—after long discussion
Most staff, from junior to senior levels, seemed afraid to make decisions and showed no flexibility
Old and Outdated Room Design; the property clearly needs refurbishment considering the high room rate
Damaged bedsheet (a hole), which made us wonder if they were trying to blame guests
Poor window insulation—noise from the river boat party was very loud even from the 14th floor
With such a reputation, I expected Shangri-La to deliver warm hospitality, flexibility, and a PROFESSIONAL guest-handling APPROACH.
Instead, the experience felt rigid, unfriendly, and far below five-star standards.
Out of all the many hotels we have stayed in, we never had a problem paying extra, even when there were strict policies. Most hotels offer added value or alternative benefits so guests can choose without feeling pressured or intimidated—for example, a room upgrade with extra privileges, or a little flexibility in the charges. But instead of offering options, Shangri-La pushed us into long negotiations over additional fees, which felt very uncomfortable.
For a hotel known worldwide, this stay was truly a letdown.
Shangri-La Bangkok can—and should—do much better.
We still had several nights ahead of us in Room 1424, but sadly with a constant feeling of discomfort and not being welcomed. This is something we never expected from a hotel of this level.Show More
