Mövenpick Myth Hotel Patong Phuket — Hotel in Patong

Hi I just wanted to share the terrible experience we had with one of your hotels (Mövenpick myth hotel in Phuket) during check in. So we arrived on the 31st of March, 13 of us (8 adults and 5 kids) after a long flight from Perth Australia at about 2:15 pm to check in to our prepaid rooms (paid in full). However before we checked In they needed To verify the physical Card we paid with for 1tbh and refund in back. So I gave them the card and they tried on several machines and it didnt work. It worked from my phone wallet but that wasn’t acceptable to them. When I asked them why it was so important to do this when is already been paid 3 weeks ago they said because you can go back and cancel the booking by claiming that the card was lost! I was like hang on a min you are saying I have come with my entire family to your hotel (pre-paid) and you are not letting us check in because you cant verify the physical card. So this went on for about 45 mins then I asked whats the alternative to this nonsense and they said we can refund your money which you will get in 4 weeks while I pay for the rooms again with a different card!! I had never heard anything this obnoxious! I said you are joking right?! You want me to pay for 4 rooms again and trust that you will refund my money when you dont trust me when I have already paid and have the card with me!!! To this they said this is our policy and we cant do anything and we have checked with the manager so I asked to speak to the manager. So the manager comes to the front, I must say I have never in my life come across anyone who was as extremely unprofessional, rude, condescending and totally unapproachable as this “so called” manager, he wouldn’t even listen and kept repeating like a broken record that we cant do anything and “I WILL NOT LET YOU CHECK IN” were his exact words, till the card is verified. And we had booked 4 rooms for 7 nights!! I have travelled to many places and stayed in a number of hotels but have never encountered such bad customer service anywhere. Anyway so we called our bank and they said because they were multiple transactions they had temporarily blocked the card( again fault of the hotel staff) so we asked them to unblock it and sure enough the transaction went through. They left us all, elderly parents, us and the kids sitting in the Lobby for about an hour and a half due to this issue and at the end did not compensate us for anything nor did they apologise especially that arrogant Manager. He just walked away after the transaction went through. Then they gave us our keys and left us to find our own rooms and did not even have courtesy to escort us to the very confusing layout of rooms in the hotel. This was by far the worst experience we had at a so called 5 start hotel ever!! I hope this feedback is taken seriously and something is done about the incompetent staff...

Terrible experience with Movenpick Myth, CAUTION when booking with them!!

Here is some context:

Our company had an executive coming down to Phuket for work purposes, hence we were seeking a nice hotel to accommodate him during his stay.

We managed to contact movenpick and book with them, however due to “high season” they required full pre-payment of the stay. This was unusual for a “5 star” hotel but after further discussion we decided to make full payment to secure the room as quickly as possible.

When our executive arrived to check-in on December 1st, they were insistent on having the owner of the cardholder present which was myself for verification purposes.

Due to this, I had to fly myself down from Bangkok the following day just to show them that the owner of the cardholder is present, which was super inconvenient and costly but I did not want any trouble for our executive and wanted no inconvenience caused to him during his stay.

I arrived on the night of December 2nd, reached movenpick’s check-in counter past midnight just to verify that the cardholder (myself) is present as per their ridiculous conditions. Upon arrival, I was told to present the same credit card that was used for the booking, as well as make a small transaction of 1 THB for verification.

KEEP IN MIND WE HAVE ALREADY MADE 100% PAYMENT before arriving to this hotel. The money is not an issue; but its more about the morales and the inconvenience they cause to their customers as well as the time taken, or let’s call it wasted, trying to cater to their unprofessionalism.

Moving on to the 3rd December, the last day of his stay. As our executive attempted to checkout at noon, they STOPPED him from checking out. The reason they provided is that the cardholder is not present for verification purposes again????! Like hello I was just there a few hours ago because you guys made me come down all the way from Bangkok…

I had to call them multiple times as my executive had to catch his flight back but they were not letting him leave. While I was on the phone with the receptionist, she still had the decency to tell me that the cardholder never showed up at all. Luckily, I had remembered the 1 THB transaction made to my card the previous night and had asked them to check their records. Of course upon checking; they did in fact see the transaction and decided to let the guest checkout after holding him for an hour.

Call yourself a 5 star hotel?? We deal with hotels all around the world and we have seen 3 star hotels that treat their customers better and with more trust. I am not one to write bad reviews, but I don’t want anybody to experience this during their vacation to...

This is not a 5-star hotel. If you come expecting for 5 star services, hope you have a good sense of humour cause you are going to need it.

The only "5-star" characteristic of this hotel is the way it looks from the outside and the beautiful swimming pool. Inside, the walls need some renovation and the room furniture some refurbishment. But this is the least of their problems.

Welcome: no welcome drinks for us, we were sat down at a reception desk with used towels and drinks from previous guests that we had to push asides ourselves.

Room- it was not clean when we arrived. The bathtub wasn t clean, the balcony had some rubbish and hairs, the chair was dirty, the towels had stains etc. We asked for a redo. In the next days, we had various surprises: either they cleaned only the room and even folded our plastic bags!!! but completely forgot about the bathroom... either they cleaned everything spotlessly but took away part of the towels. When we told the receptionists we are missing small towels, they sent us big ones, we asked for bath salt, they sent us cotton swabs etc. I really believe the cleaning crew is doing their best but they are really overworked.

Staff- asides from the luggage and taxi guys at the entrance who are great ( fast, helpful, always smiling)+ the room service people, the rest of the staff will either pretend they don't notice you at all, either seem annoyed by you, either make you feel like an intruder. Some of them look just tired, sad and overwhelmed. Very rarely did we get a smile from someone.

Swimming pool- I have never seen such worn out towels at a hotel. The chairs need a good cleaning. But the pool in itself is great.

Breakfast- def not 5 stars. It is good and varied but too small for 5 stars.

Checkout- the worst. The checkout is at 12, yet apparently they deactivate the cards one hour before. We weren't notified of this. Just locked outside. When we complained, we were treated with arrogance, no apologies. What  we noticed is while the ladies at the reception are doing their best and try to be nice, the men are always annoyed and act superior. How  come they get to be the face of the hotel, no idea. They convinced us to not choose Mövenpick again. We understand that mistakes do happen but the way we were treated everytime we had a problem left to be desired, to put it mildly. Therefore the long review. Our money ( and this is not a cheap hotel by any means) felt wasted there.

To all of you who choose this hotel, we hope you have a better experience. And I hope this review helps the...