Citrus Grande Hotel Pattaya by Compass Hospitality — Hotel in Pattaya City

I booked Citrus Pattaya by Compass for 4,600 THB, mainly because the listing mentioned early check-in and late check-out options. Unfortunately, my experience at the hotel was extremely disappointing and upsetting from the moment I arrived.

Upon arrival, I was stopped at the entrance by a security guard. Despite showing him my confirmed booking, his behavior was rude and aggressive. Rather than assisting me, he seemed more interested in arguing and even went as far as threatening to call the police. I was simply trying to check in as per my reservation, and his hostility made me feel extremely uncomfortable.

I attempted to contact the tourist police for help, but received no response. Eventually, a police officer (not from the tourist department) arrived on the scene. The situation was unnecessarily escalated, and you can see the incident in the hotel’s CCTV footages.

When the hotel manager finally got involved, instead of resolving the issue professionally, I was told to pay an additional 1,000 THB if I wanted to check in—despite already having paid 4,600 THB in full. This felt like an unjust demand and left me confused and frustrated.

I strongly advise families not to book this hotel. The atmosphere around the property is not suitable for children or those seeking a family-friendly environment. There appeared to be many older men bringing local girls to the hotel, which could be quite uncomfortable and embarrassing if you're traveling with kids.

The most upsetting part was when I overheard the security guard making disrespectful remarks about Indian tourists in Thai. Unfortunately for him, I understand Thai and questioned him about it. Instead of apologizing, he became angry and confrontational, stating, "I am Thai, I can say anything. You are in my country, not yours." This kind of discriminatory attitude is unacceptable, especially in a hotel that receives guests from all over the world—including many Indian travelers.

Due to security reasons, I chose not to stay at this hotel. Unfortunately, the amount I paid was non-refundable, adding further disappointment to the experience. I have started writing about this hotel and will be sharing my experience across all platforms to help other travelers make an informed decision.

I read your response to my feedback, but since there is no option to reply directly to your message on Google, I’m adding my response here as an update.

You mentioned that the situation is being investigated and implied that my feedback doesn’t reflect the full scenario. So let me clarify:

Despite informing your staff that I would report the matter, they continued to behave unprofessionally. I was asked to pay an extra 1,000 THB for early check-in, even though my booking clearly included early check-in and late check-out.

I arrived alone, at night, with luggage, and instead of assistance, I was threatened with being reported to the police. I did not feel safe, and within 30 minutes, I decided to leave and took a taxi to another place. A police officer did arrive—apparently from your side—but did nothing and soon left.

Please review the CCTV footage and my booking details before placing any blame on me. I’m simply sharing my experience truthfully, and I stand by what I...

I recently stayed at Citrus Grand Hotel Pattaya for 4 days, and my experience was nothing short of disappointing. The hotel’s overall service was far from they 5-star standard it claims to uphold.

The most disturbing aspect of my stay was the blatant discriminatory treatment towards Indian guests. From the moment we arrived, it was clear that there was a bias. Indian guests were treated with indifference and sometimes outright hostility, which was deeply upsetting. It felt as though the staff viewed us as a burden or inconvenience, rather than valued guests. This kind of treatment is unacceptable at any hotel, let alone one that markets itself as a luxury, 5-star destination.

At breakfast, Indian guests were segregated to a separate, poorly maintained area, while the foreign guests enjoyed a cleaner, better-kept space. The Indian breakfast area was infested with bugs in the food, and when I brought it to the attention of a staff member, they seemed uninterested and offered no apology or solution. It was a very unpleasant experience, and the lack of care and respect was evident. When a bug was found in the buffet, I took a photo and showed it to the staff—no action was taken, and no one even seemed to care.

The hotel’s management should understand that not all guests, especially those from India, are the same. Yes, some guests may have specific needs or preferences, but that doesn’t justify treating them with disrespect or neglect. I’m aware that Indian guests may sometimes have higher expectations due to the price paid, but this should never lead to prejudice or neglect. Every guest, regardless of nationality, should be treated with courtesy and respect.

Other issues included being asked to pay a 50 THB “security deposit” for an extra glass, which felt unreasonable. There was also no pool attendant, and when we were at the pool, a staff member rudely informed us that we needed to spend 2,000 THB to buy a costume to swim.

The room was small, but housekeeping did their job and was always punctual. However, the room was not in the best condition—there were cockroaches, and we had significant issues with the water supply. Despite complaining several times, no one addressed the water shortage, and we had to use the facilities in other rooms.

Additionally, we had multiple issues with the room keys, which would often stop working. We had to make multiple trips to reception to get them reactivated. The duty manager (AO) was rude and unhelpful when I raised concerns.

The only positive experience came from Harry at reception, who was friendly and helpful, but that was one of the few bright spots in an otherwise frustrating and disappointing stay.

This hotel needs to address its issues with racial discrimination and improve its overall service. No guest should ever feel unwelcome, and no one should have to endure such poor treatment because of their nationality. Until these issues are resolved, I cannot recommend this hotel to anyone—especially Indian guests who may be subjected to...

This was by far the worst hotel experience I have EVER had and I am baffled to have experienced this. The rooms are DISGUSTING, cockroaches and dirt so be specific. Even under the SHEETS. You are begging for a disease staying here. We requested a first room change as there was water leaking from the roof, following that the room we were taken to had cockroaches and ants all over the walls and beds, we request housekeeping. Someone came and sprayed raid all over the floors and bathroom and called it a day. The bugs came back 2 seconds later and they refused to send actual housekeeping to CLEAN. So we once again patiently requested ANOTHER room we got two options a room on a floor the REEKED of smoke (mind you this is a nonsmoking hotel) and one that was covered in actual dirt. We went down and immediately requested a housekeeper we were ignored. The night manager AO was incredibly rude (very dismissive and did not apologize once while we were still speaking to them) and unhelpful UNTIL she realized that she could not ignore our request that we WOULD be leaving and then she was much kinder. I’m sure this is exactly what she wanted to avoid. But all her actions showed me was that we was aware of the problem just cared little to actually do her job. Also I should note we were refused a refund. Further multiple families (many people who were not fluent in English and unable to afford to move to another hotel, an important disadvantage to note) came up to tell us they have been complaining about the hotel and have been ignored. This is a joke. We are grateful to have had the opportunity to leave that disgusting despicable hotel and came to the sunbeam hotel that I AM BEYOND GRATEFUL to have experienced (management was wonderful so so helpful with our quick change) , and most importantly they had housekeeping present at the hotel. Though that was called a 3 star hotel it is LIGHT YEARS better than the trash experiance we were subjected to at this so called 5 star hotel. I would rather stay at a state college dorm room with black mold than EVER return to that hotel. The staff were sweet and kind but clearly management and maintenance failed at their jobs completely. You are paying a premium price to essentially stay at...