Rated 5 out of 5 by Kevin50 Exceeds expectations
This hotel is an exceptional value. The staff, particularly in the lounge, make this hotel superior. When a friend had a medical issue, the hotel accommodated us so we could extend our visit, and helped us and our friend with many courtesies. Much appreciated.
January 30, 2016
Rated 5 out of 5 by Darr Top Hotel in the World
I have been an occasional guest at the Royal Orchid for nearly 30 years. The current management team for the entire Hotel and Towers is the best ever. The quality of service at all levels exceeds all expectations. Particularly noteworthy is the Sheraton Club with its extraordinary food, beverages, physical facilities, and guest services.
January 25, 2016
Rated 4 out of 5 by TravellerDE Nice hotel is close to river
The good part about this hotel is that you have river view from every room. The hotel is clean and modern. Staff were friendly.
January 21, 2016
Rated 3 out of 5 by Spb2nyc Good location
Overall not bad hotel. River views are great. But I had some troubles. Check in first of all. We were escorted to club lounge but only one women there was busy. We had to wait a long time without any attention, nobody offered us a glass of water for example. Breakfast for platinums provided only at lounge and dishes was limited. Evening snacks there was good.
January 12, 2016
Rated 4 out of 5 by Donovan1 Excellent
Our first stay in bangkok. This hotel and staff epitomizes Thai hospitality. Going back to stay there in a few days.
December 12, 2015
Rated 2 out of 5 by Bob18 Canceled approved 24 hour check in
Had an approved check in time at noon, and when i arrived the hotel let me know they didn't have a room available for me. I then showed them the email from management confirming they would have a room when I arrived early, and was simply told "sorry" Needless to say, that evening management did find me and appolgized for their mistake, but that didn't help the issue that occurred earlier.
The good- nice boat shuttle to BTS, but hours can be sporadic. (when the boat isn't running, they have a van)
December 8, 2015
Rated 1 out of 5 by Sri1 Rude staff | Avoid eating here
I am an SPG platinum member who stays >150 nights a year at hotels and >100 nights a year at Sheraton hotels. I travel a lot in Europe, Middle East and S.E.Asia. By far, the staff in this Sheraton, the kitchen staff in particular are the most rude people I have met.
I checked in friday late at night after a long flight and went to sleep directly. Saturday morning I was very hungry and went down to the breakfast place wearing a decent outfit and the slippers they provide in the room. I took some food on the plate and was walking towards my table. A staff (Mr. Chatupol or something similar, he is the chef ) asked me to leave the restaurant in the most rude manner possible. He shouted so loud that everyone around were looking at me. Apparently the slippers are not permitted in the restaurant. There is also a sign board that says that, but it was not so prominently visible.
I said "Sir, please do not humiliate me. The least you could do is to keep your volume down". He says "I don't care, impossible, I have norms here and I will not allow you". I explained him how I do not have spare footwear except for the formal leather shoes I wear with business suit. Additionally I was in disbelief that one could ask someone to leave the plate and leave the restaurant. After pleading several times he said "Ok I forgive you this time, go sit there (a crooked corner)". I felt so awkward and insulted I sat in the corner for few minutes and left.
Next day I raised this issue at the SPG desk and they said they will investigate the issue and get back to me in few days. I don't think an issue as such should be done over 'few days'. As someone from service industry myself, rule no.1 is "Never insult a customer". Nevertheless if this investigation ever happens, I would like to be a part of it to make sure it is not one-sided.
But a note to the management - If I were you, I would advise Mr. Chatupol to contact the insulted guest personally and offer a written apology or oral apology with 12 hrs of reporting. It is important to set an example for client services and coaching your staff. I believe Mr.C has good culinary skills and can go up his career ladder, but you need to help him have the right mindset. I can recommend you to contact Sheraton in Riyadh who have one of the best service-oriented culture. They could also coach your staff on how to have challenging conversations or disagreements without insulting.
Additionally you could try any of the following -
1. Place a card in the rooms asking not to wear the slippers to breakfast
2. Have spare 'acceptable' footwear at the breakfast place for those who wear their 'in-floor' footwear
December 7, 2015
Rated 4 out of 5 by Ohhola Comfortable room and great service
Fast check in and prompt service from Front Desk, Bell Man and Concierge
October 21, 2015