Maison Hotel Bangkok — Hotel in Khlong Toei Subdistrict

I stayed at this hotel from August 30th to September 4th, and unfortunately, my experience was far from satisfactory due to several service and management issues.

Upon check-in, we were given a room with twin beds instead of the king/double bed that was indicated in our booking. When I approached the front desk to clarify, the staff insisted that "double bed" referred to two beds, showing a clear misunderstanding of room types. After explaining that "king" and "double" refer to bed sizes, not quantity, we were reassigned to a room with a double bed, but it was on the 3rd floor instead of the originally given higher floor.The check-in staff did not explain of the hotel’s buggy car services. We discovered the buggy car service to the nearby BTS station on our own when we happened to see it outside. Such information should be standard during the check-in process to ensure guests are fully aware of available services.

On the third day, we received a letter at 8:59 PM asking us to urgently contact the reception to change rooms due to maintenance issues. We were moved to the second floor and were told no higher floors were available. We requested an hour to prepare since we were exhausted from being out all day, but the front desk rushed us. After moving, we found that the air conditioning in the new room was not working. We were then asked to move to yet another room on the second floor. Just as we were done unpacking & ready to sleep, staff informed us that the key card for the second room wasn't working, and we would need to move once again, this time to the 7th floor. Throughout this ordeal, the duty manager did not come up to apologize or explain the situation, instead sending various staff members to face us. By then, it was past 11 PM, and we were frustrated and exhausted. In the confusion of multiple room changes, I left my medicine in the fridge in one of the previous rooms. When I asked about retrieving it, I was told that the room was already occupied, which made no sense given the maintenance issue that had prompted our relocation. It was evident that the situation could have been resolved much more efficiently.

On our fourth day, our key card stopped working again, forcing us to go back to the reception to resolve the issue. This repeated inconvenience was frustrating. We finally lodged a formal complaint with the manager. Tikky assisted us and acknowledged the problems, offering a complimentary limo service to the airport as compensation.

While the overall experience was disappointing due to these issues, I would like to commend Wong, Bobo, and Pol, who were polite and helpful throughout. It’s clear that the staff need better training to handle such situations more effectively. Unfortunately, these incidents overshadowed what could have been a...

I am not a guest at this hotel, and this experience has ensured that I will never be one. While passing by today, I attempted to walk through the ground-floor entrance. This is a common practice, often implicitly welcomed at top-tier hotels in Bangkok as a sign of confidence and openness. Instead, I was firmly stopped by security and told I was not allowed to pass through simply because I wasn't a registered guest. From a service management perspective, this is a textbook failure. Every Touchpoint Defines the Brand: A hotel's brand experience doesn't start at check-in; it starts with the very first interaction a potential customer has with it. Today, this hotel chose to make that first touchpoint a cold, dismissive rejection rather than a warm, inviting showcase. To any potential future guest, this sends a clear message: "You are not welcome here. Our design and atmosphere are reserved for paying customers only." A Disconnect Between Hardware and Software: A hotel invests millions in its physical space (the "Hardware"), which should be its most effective, living advertisement. A lobby should act as a dynamic showroom, a magnet for curiosity and admiration. Instead, this hotel's management policy (its "Software") acts like a firewall, actively blocking the natural exposure of its core marketing asset. They've built a beautiful stage but refuse to let anyone see it. A Fortress Mentality: In a modern city, the most successful establishments seamlessly integrate their ground-level spaces with the urban fabric, offering convenience and thereby earning public goodwill and respect. Maison Hotel, however, has chosen an insular, island-like posture. This "fortress mentality" might provide a false sense of exclusivity, but the price is a loss of broader brand reputation and a steady stream of potential clientele. W hat I experienced was not a high-end, confident, and open international hotel. It was an organization with an outdated service philosophy and a profound lack of faith in its own appeal. No matter how exquisite the design is, without a core spirit of welcoming hospitality, it is nothing more than a beautiful, hollow shell. Bangkok has no shortage of exceptional hotels, and I will be taking my business to one that truly understands the meaning...

We had a pretty good stay overall. Hotel rooms were new and clean, most of the staff were friendly and accomodating. However one incident definitely left a bad taste in my mouth. The hotel had a shuttle tuktuk service that would take you to a BTS station every hour. I ordered a 11am shuttle service from the concierge and went back to my room at 10.40am as I have also called for room service to pass me some bottles of water. The water was delivered to me only at 11am sharp and I went down and reached the lobby at 11.04am.

Upon arriving at the lobby, Mr Golf who was the hotel staff in charge of driving the tuktuk shuttle actually screamed at me for being late. "Late ! 11.05 now !" As he stomped the ground like an absolute manchild while walking out of the hotel lobby. I was left dumbfounded because my partner had actually approached him at the lobby and asked if he would be okay with waiting for a little due to the delay in the room service.

On the tuktuk ride he was driving recklessly and furiously while cutting sharp corners with seemingly no brakes because he was mad for whatever reason. To me, this man is mentally unstable and is definitely a danger to the reputation of the hotel. One bad apple can definitely reflect on the overall quality of the service.

I hope the management of Maison Hotels reflect appropriately on this, I have never been treated this way for something that was no fault of my own. Let alone by a hotel staff. This behaviour is definitely unacceptable. Please do a mental healthcheck on your staff before they ruin anyone...