Cascade Hotel Bangkok

The room itself was comfortable and had plenty of space, including a roomy entrance hall and a practical walk-in closet with a fridge, safe, kettle, and free bottled water. The bathroom was spacious too, with a rain shower and strong water pressure. There was a full set of amenities, though I noticed a stain on the wall and the rules booklet smelled unpleasant. My room was near the road because the pool-view rooms were full, so I heard some traffic. The Wi-Fi in room 408 was weak and slow. The bed was huge with four pillows, but the mattress was firmer than I like. The AC squeaked in swing mode, though setting it in one position fixed that. One reading lamp was broken and they didn’t have a replacement part, but maintenance came quickly and made a real effort to repair it. Check-in was the low point. One male receptionist came across as cold and spoke as if giving orders. When he handed me the deposit form to sign, he said almost nothing and offered no explanation. There was no eye contact or smile, which didn’t feel like the welcome I expected from a hotel presented as 4-star. Nobody offered to help with my luggage, even though a cart was parked by the elevator. The security guard was the one who offered a friendly welcome, with orange juice.

At checkout, we were told we had stained a bathrobe with milk tea and would have to pay 800 baht because the mark supposedly couldn’t be removed. We asked if we could try washing it ourselves, but the staff refused. The way they handled it felt unfair and unacceptable. The food and spa were disappointing as well. After this stay, I wouldn’t return to this brand, and I’d advise others against staying here.

We ended up leaving in the middle of the night and finding emergency accommodation. We’d booked based on the ratings and expected somewhere safe and comfortable, especially since my husband had recently had surgery. Soon after checking in, we found bugs in the room and bed. When we raised it, the receptionist, Kon, came up but laughed and brushed it off, suggesting snacks had caused it even though we’d only just arrived. Later, staff came back with chemical bug spray and tried to spray the bed. With my husband’s health situation, that didn’t feel safe to us. On our way out, we saw police officers talking with other guests, which made us more concerned about the property’s management and safety. We also heard from other guests that they’d had serious problems, including water leaking through the ceiling.

The road noise was bad, and being put next to the lift meant hearing its bell every time someone used it, on top of the traffic. I had to sleep with earplugs. Staying there felt like a punishment, and I wish I’d read the 1-star reviews before booking for more than 2 weeks. When I tried to cancel the rest of my stay, the first staff member acted as if she couldn’t understand English. The next person refused and told me to speak with a supervisor, who wasn’t there most days. I ended up having to stay. They also tried to charge me 500 baht to change rooms and 200 baht for a small stained towel, saying it was damaged. I said the marks were from coffee spilled during a hotel power outage. I took the towel, washed it, returned it, and got them to guarantee they wouldn’t deduct it from my deposit. First time I’ve ever had to wash a hotel towel myself. I would NOT recommend this place to anyone. The staff experience was awful.