Aussie tourists caught in unexpected dispute over hotel review: 'They threatened us'
- Replies 26
Traveling abroad promises new experiences and lasting memories, but for one Australian couple, their trip took an unexpected turn.
Their journey serves as a reminder to stay mindful when making travel arrangements.
What started as a dream getaway soon became a lesson in caution.
Faisal and his partner, Ryan, from Sydney, were looking forward to a luxurious stay at the Three Monkeys Villas in Patong, Thailand, a property they booked through Booking.com, a popular hotel reservation site.
The couple shelled out over $3,400, expecting five-star treatment and amenities.
Unfortunately, the reality fell far short of their expectations, prompting them to leave a one-star review on Google—a decision that led to an alarming response from the hotel staff.
The couple's experience is a stark reminder that the glossy images and glowing descriptions on booking platforms can sometimes be misleading.
Upon arrival, Faisal and Ryan quickly realised that what was marketed as a five-star hotel was more akin to a serviced apartment, lacking the expected luxuries such as a hotel bar, restaurant, or 24-hour concierge.
To make matters worse, they found the rooms poorly cleaned and maintained, and their attempts to address these issues with the staff were met with what they perceived as ignorance or avoidance.
After enduring one night in these disappointing conditions, the couple decided to move to a different, more satisfactory—and cheaper—hotel.
They expressed their discontent by leaving two one-star reviews on Google, warning future guests of what they called a 'tourist trap.'
However, they were unable to leave a review on Booking.com as the hotel had marked their stay as a 'no-show.'
The situation escalated when hotel staff contacted Faisal and Ryan, threatening to involve the police if the negative reviews were not removed.
'They threatened us and said if the review is not deleted, the manager will pass our information onto the police, and you will have to deal with the police,' he said.
The couple received a text message stating they had no right to give such a review and were given a deadline to delete it. The message was followed by a link to an article about a tourist who faced legal action for a negative review.
In Thailand, defamation laws are stringent, and tourists have previously faced serious consequences for leaving negative hotel reviews.
Fines can reach up to 20,000 baht (around $950) or up to two years of imprisonment.
This legal backdrop adds a layer of complexity and potential risk for travelers expressing their honest opinions online.
'Of course, every guest should be able to leave a review, but it does not mean that guests should use reviews to blackmail a full refund just because they are not happy with the hotel or their services,' the hotel staff said.
'All our services, amenities and facilities are mentioned in the Booking.com description. If the guest expected something else because he not read before he booked, then the guest is responsible.'
They argued that Booking.com accurately described all services and amenities and that any unmet expectations were the guest's responsibility for not reading the description thoroughly.
Faisal immediately reported the threat to Booking.com, but after three months of seeking a resolution and an investigation, he felt nothing substantial was done.
A Booking.com spokesperson expressed disappointment over the customer's situation and stated that while they advocated for the guests, the hotel declined to provide a refund.
Booking.com offered a full refund as a gesture of goodwill, but Faisal clarified that he was only credited the booking cost, which he argues is not the same thing.
The ordeal has left Faisal and Ryan hesitant to use Booking.com again.
They cite the lack of acknowledgment for the stress they endured and the continued advertisement of the hotel on the platform.
Faisal's experience underscores the importance of due diligence when booking hotels online.
He advised travelers to cross-check reviews on multiple platforms, look out for repeated complaints, opt for refundable bookings, document all interactions, and be cautious about review retaliation.
At the Seniors Discount Club, we understand the value of honest and reliable travel experiences.
We encourage our members to share their own stories and tips for navigating the world of online hotel bookings.
Credit: YouTube
Have you ever faced a similar situation? How do you ensure your holiday accommodations meet your expectations? Join the conversation and let us know in the comments below.
Their journey serves as a reminder to stay mindful when making travel arrangements.
What started as a dream getaway soon became a lesson in caution.
Faisal and his partner, Ryan, from Sydney, were looking forward to a luxurious stay at the Three Monkeys Villas in Patong, Thailand, a property they booked through Booking.com, a popular hotel reservation site.
The couple shelled out over $3,400, expecting five-star treatment and amenities.
Australian couple threatened with police action over hotel reviews in Thailand. Credit: Booking.com
Unfortunately, the reality fell far short of their expectations, prompting them to leave a one-star review on Google—a decision that led to an alarming response from the hotel staff.
The couple's experience is a stark reminder that the glossy images and glowing descriptions on booking platforms can sometimes be misleading.
Upon arrival, Faisal and Ryan quickly realised that what was marketed as a five-star hotel was more akin to a serviced apartment, lacking the expected luxuries such as a hotel bar, restaurant, or 24-hour concierge.
To make matters worse, they found the rooms poorly cleaned and maintained, and their attempts to address these issues with the staff were met with what they perceived as ignorance or avoidance.
After enduring one night in these disappointing conditions, the couple decided to move to a different, more satisfactory—and cheaper—hotel.
They expressed their discontent by leaving two one-star reviews on Google, warning future guests of what they called a 'tourist trap.'
However, they were unable to leave a review on Booking.com as the hotel had marked their stay as a 'no-show.'
The situation escalated when hotel staff contacted Faisal and Ryan, threatening to involve the police if the negative reviews were not removed.
'They threatened us and said if the review is not deleted, the manager will pass our information onto the police, and you will have to deal with the police,' he said.
The couple received a text message stating they had no right to give such a review and were given a deadline to delete it. The message was followed by a link to an article about a tourist who faced legal action for a negative review.
In Thailand, defamation laws are stringent, and tourists have previously faced serious consequences for leaving negative hotel reviews.
Fines can reach up to 20,000 baht (around $950) or up to two years of imprisonment.
This legal backdrop adds a layer of complexity and potential risk for travelers expressing their honest opinions online.
'Of course, every guest should be able to leave a review, but it does not mean that guests should use reviews to blackmail a full refund just because they are not happy with the hotel or their services,' the hotel staff said.
'All our services, amenities and facilities are mentioned in the Booking.com description. If the guest expected something else because he not read before he booked, then the guest is responsible.'
They argued that Booking.com accurately described all services and amenities and that any unmet expectations were the guest's responsibility for not reading the description thoroughly.
Faisal immediately reported the threat to Booking.com, but after three months of seeking a resolution and an investigation, he felt nothing substantial was done.
A Booking.com spokesperson expressed disappointment over the customer's situation and stated that while they advocated for the guests, the hotel declined to provide a refund.
Booking.com offered a full refund as a gesture of goodwill, but Faisal clarified that he was only credited the booking cost, which he argues is not the same thing.
The ordeal has left Faisal and Ryan hesitant to use Booking.com again.
They cite the lack of acknowledgment for the stress they endured and the continued advertisement of the hotel on the platform.
Faisal's experience underscores the importance of due diligence when booking hotels online.
He advised travelers to cross-check reviews on multiple platforms, look out for repeated complaints, opt for refundable bookings, document all interactions, and be cautious about review retaliation.
At the Seniors Discount Club, we understand the value of honest and reliable travel experiences.
We encourage our members to share their own stories and tips for navigating the world of online hotel bookings.
Credit: YouTube
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