When we arrived on site around 4pm in the afternoon, we were told our rooms were over booked for our second night but the owner never thought once to contact us or hotel.com to let anyone know of the situation. We ended up on the phone for an hour talking to an agent thru hotel.com which promised us that they will re-locate a place nearby and will call us back which we never heard from again.
We had to switch hotels the next morning which delayed our entire trip and had to cancel a few plans just to accommodate the whole situation.
The house keeper was horrible! The checkout time was 11am normally but due to the inconveniences they have caused, the hotel agreed to let us check out at 11:30am instead.
The house keeper came at 10:40am and started banging on the door getting everyone to vacant their rooms for cleaning. I told her of our situation but she said no one had communicated with her about our extension till 11:30am.
The hotel owner was nowhere to be found most of the time. I've also left a shirt behind in the washroom and I've called the owner multiple times and the owner said it's up to the house keeping staff and they have no control of lost items. The owner was very irresponsible and had no control over her own staff and hotel. Otherwise, the hotel was okay and the rooms were quite comfortable and the view was amazing doesn't matter which side you stayed at. Also the hotel is located in the heart of Kenting which was very convenient.