Centara Hotel Hat Yai

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Subject: Formal Complaint: Deteriorating Standards and Loss of a 30-Year Loyal Guest To the Ownership and Management, I am writing to express my profound disappointment following my recent stay at your hotel. My family has visited Hat Yai for nearly 30 years, and for three decades, we have stayed exclusively at your property. However, after our most recent experience, I can no longer justify returning. While I am sympathetic to the post-pandemic challenges the industry faces, the decline in standards at your hotel has reached an unacceptable level. We paid SGD $1,450 for two rooms for three nights—a premium rate for Hat Yai—yet the experience was far from premium. I would like to highlight the following critical failures: • Substandard Housekeeping: The cleanliness of our rooms was appalling. The curtains were heavily stained, and the windows, mirrors, carpets, and toilets were clearly not cleaned to a professional standard. Additionally, the bed frames were unstable and noisy, affecting our quality of rest. • Failed Breakfast Service: The breakfast experience was chaotic. Tables were left piled with dirty dishes, leaving no room for guests to sit or eat. This was not due to a lack of staff, but a lack of work ethic; staff were observed chatting in groups rather than clearing tables or assisting guests. • Incompetent Service: There is a clear lack of training and communication. At the Roti Canai station, the staff was unable to fulfill a simple request for an onion roti, providing the wrong food due to a total lack of guest interaction skills. • Lack of Management: It is evident that there is no professional manager overseeing the floor. While cost-cutting measures may save money in the short term, the absence of leadership is destroying your reputation and alienating your most loyal patrons. As a guest who has supported this hotel for a lifetime, it is saddening to see the property fall into such disrepair and neglect.

The place was CLEAN, PROFESSIONAL, and CALMING. They provide full service, staff very attentive and polite. It was the most relaxing experience. Had full body scrub and massage. Worth it.

Location is good

Nothing

很好

The location. Very near to the night market. Its just downstairs & easy to do shopping.

Nil

Greatest location. Perfect hospitality from the friendly staff. Clean and tidy room. Feel refreshed once you enter the hotel lobby.