I have been staying in service hotels in Bangkok a few times a year for the past five years, and I have come to expect a certain standard of care and cleanliness. I could not have been more disappointed with the Ariva Ivy Servizio. Everything about it made the experience far inferior to every other stay I have had in that great city.
To be fair, the doorman, whose name I was never able to get (he spoke no English), was wonderful. Tireless and enthusiastic, he carried much of the burden for the management's failures. He especially felt the brunt of my issues in the first few days.
When I arrived, the room was inadequately equipped. I had no towels, no bedding. The television and the internet were down, and I could neither provide entertainment for my young child nor offer the baby a place to lie down. The air conditioner remote was not working, and the room was hot. The washing machine did not work, so I had to go all over the place seeking change in order to use the public machines on the fifth floor. It was slipshod beyond belief.
On the third day, the hotel decided that they would move me -- they could not fix all that was so clearly dysfunctional where I was. They called me early in the day and said they would move me to a higher floor. With some help from the wonderful doorman, I moved, got the kids down for a nap, and unpacked into the new room, which was way superior to where I had been. The only possible negative in that room was a noisy neighbor. I'm a New Yorker. Noise is no problem. More importantly, everything seemed to work. I was clearly in a premium place.
Half an hour after the kids went down for naps, just as I was completing the task of putting everything away, reception called me. "My manager remind me we have fumigation in this room tomorrow. We must move you."
I did not want to move. I begged them to let me stay where I was. "No, madam. We must move you."
So the beleaguered doorman returned to help me carry my belongings to yet another room. This one had a washer/dryer that worked, a view of the City that my little one loved, and a television that got Nick Jr. That it had no internet capability, that the digital television needed constant rebooting seemed at that moment to be tolerable offenses. They were. And would have been. If not for tthe other problems in that place that became more salient.
Housekeeping was ridiculously understaffed and under skilled. There was one housekeeper who was lovely, but her work was still perfunctory at best. Nothing was ever clean, nothing was ever right.
Overall the management staff was pleasant most of the time, but they were never helpful. Often there was no one on duty with any English whatsoever, which seemed strange since English is the one language that connects the various world visitors to Thai staffs in all other hotels.
The hotel, whose price is in no way a bargain, does not provide the least amenities one expects from a full-service hotel. The internet is weak at best -- we had to buy sim cards with data in order to stay connected to the outside world -- and nonexistent at best. There are no pool towels. (I would think that it would be in the best interest of the establishment to provide pool towels!) No drinking water in the gym. The towels we got -- and they certainly skimped on the towel allotment -- and the sheets that are used on the beds and in the bathrooms are in very poor condition. Many of them have large holes, are hopelessly frayed, and some were even dirty. Toiletries are never replenished. Furniture is old and yellowing, wallpaper is peeling off the walls.The beds are worn out and uncomfortable -- the bed in the first room I stayed in was slanted in such a way that suggested that someone very heavy had slept on it and had broken springs.
Staff does not automatically change your sheets, even if you have asked them to. This is especially a problem if you are traveling with a child. The hotel has NO beds for children. They must share the bed with you. Which would seem at cross purposes with the hotel's best interests, as that means that you are more likely to need your sheets changed.
I had to ask repeatedly that our sheets be changed. In at least a few cases, the housekeeping staff was unprepared to do so. They had to leave to get supplies and promised to return forthwith. Forthwith was anywhere from 5-8 hours later.
Housekeeping (and I reiterate here that they are miserably understaffed -- in the four weeks I was there, I saw no more than three people, and most often it was the same sweet woman who did the once-over in my room) was terribly inconsistent in scheduling when they would be there. In the four weeks we were there, we were never able to establish any kind of a pattern. I would ask repeatedly that housekeeping come to take out my trash, and they would invariably show up late and then fail to do what they came to do. On one occasion, the staff was so late in taking out the trash that I had no where to put my baby's diapers.I called repeatedly asking that the room be cleaned, and no one came. Finally, I filled a plastic bag with the garbage and put it in the hall. Within minutes I had a call from the reception desk by someone who spoke enough English to scold me soundly for my bad behavior.
By this time you are undoubtedly wondering why I did not move. I would have. Just a few doors down was a hotel I greatly enjoyed just a few months ago called the Residence on Thonglor by Ugh. They were booked solid. It was high season. Also, we were privy to a great fight between the staff and a disgruntled customer. As is expected in that hotel, he had prepaid in CASH for four weeks. He wanted to be reimbursed for two weeks.They refused to relinquish it to him immediately. He would have to wait 60 days. I could not have waited for my refund AND paid for another booking. The Ariva had me over a barrel. For the time being.
Suffice it to say, I won't be staying there again. And I will never recommend the hotel to anyone. Well, maybe to someone whom I wish to punish. . . .
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Response from ArivaThailand, Manager at Ariva Ivy Servizio Thonglor
Responded 20 Aug 2019
Thank you for taking the time to provide us with your feedback. I am truly sorry to hear about your unpleasant experience. While we constantly strive to maintain the highest standards of customer satisfaction, regrettably, on this occasion, we have fallen short of our key objective. I therefore wish to extend to you my sincere apologies. I would like to assure you that I have personally addressed this issue with the staff concerned and will ensure that they receives the necessary guidance to perform a much better role moving forward to avoid a recurrence of this incident. Unfortunately, there is no way of recreating the past or reversing the unpleasant incident you experienced. However, I can assure you that we value your feedback and your feedback has been utilised to improve our service and communication. Once again, please accept our apologies and do not hesitate to let me know if I can be of any assistance to you anytime. Yours sincerely,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC