Souphaphone Guesthouse

The hotel has a lovely setting, French and Southeast Asian style, big beds, and friendly staff. They also kindly brought hangers and dried the clothes I’d left on the windowsill while we were out. But when our money seemed to have been touched in my bag the night before, the response was not enough for me. I reported it to staff downstairs straight away. The translator asked why I hadn’t put the money in the room safe. I called emergency numbers 191, 192 and 193, but all were busy and unreachable. A staff member who had been in our room turned around and went the other way when he saw us return. We later checked his bag, motorcycle and dormitory, but found nothing. The manager said they’d tell me if anything turned up, but the issue wasn’t resolved that night. I asked to change rooms, and staff arranged it immediately. I checked out the next day. Before leaving, I told them I no longer cared whether the money could be recovered, since so much had changed overnight. We’d stayed for a full week last month and chose this hotel again for this trip, but I won’t be back. For security, emergency response and follow-up, the service fell short and didn’t show enough responsibility. Even five-star hotels can have guests’ belongings interfered with in their rooms, and there may be no proper solution afterward beyond a promise to notify you if anything is found. Travelers who always keep money in the safe, or who don’t pursue things when their interests are harmed, may still consider staying here. The management standards and oversight at five-star hotels need improvement to protect consumers’ rights. As an international traveler, this experience affected my trip a lot. Please think carefully before choosing this hotel: the way it handles problems doesn’t feel appropriate or responsible. I really hope WeChat Pay becomes available worldwide so people don’t have to carry so much cash when they go out.