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“Awful experience - awful customer service”

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Rawi Warin Resort & Spa
Ranked #12 of 85 Hotels in Ko Lanta
Certificate of Excellence
Reviewed 14 November 2014 via mobile

Currently in my last night at this God awful resort. First impressions it looks well but that is all it has going for it. Air conditioning constantly breaking down electrics not working, rooms hardly cleaned. I never complain, I mean never but been staying here six nights and can honestly say this has ruined my experience of Koh Lanta. How bad this place is under the fancy exterior is mind boggling we came back from a day trip snorkelling to find the light fitting in the bathroom had fallen out of the ceiling, told reception, housekeeping and now the manager but they just don't care. I complained 6 times so far and am now refusing to pay my bill for the restaurant and bar due to all the issues above not being resolved. If everywhere else wasn't booked up or I thought I could claim my money back I would be away somewhere else. Wifi is non existent, customer service by the day staff or those working in the restaurant during evening time is atrocious like it is an inconvenience to them that you are disturbing their night, I repeat do not stay at this hotel.

  • Stayed: November 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
6  Thank mckr13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 14 November 2014

We've just spent a few nights at this resort and thought we would like to share our experience with fellow Tripadvisor readers. Rawi Warin is a lovely place to stay in Ko Lanta and potentially could become excellent after some improvement measure. We stayed in a Sunset Pool Villa and the rooms are spacious and nice. Living room and bedroom are separated in two small little houses which concept we do like. The private pool is more on the smaller side than those private pools we had in different villas across Asia, but the view is stunning. We had villa 310 which got the view towards the beach, and on a clear day the view from the pool is just breathtaking. The common free form infinity pool is a great place to hangout too, there are plenty of sun beds and umbrellas enough for everyone even on a very busy day, although it could get a bit cramped at times. The resort claims that the special way they treat the pool water with makes the water cleaner than the usual pool water. There are not many choices of restaurants inside the resort though, but I guess you could always go out to have your meal somewhere outside. The in-house cinema is pretty cool, we used it one time with another couple and we enjoyed it. The staff is generally helpful and friendly. In fact all in all we had a lovely time during our stay.

Unfortunately the check-out process was a bit annoying. We checked out at 12pm sharp as requested by the front desk staff the night before, even though our transport would only take us at 2:30pm to the airport as our flight departed in the early evening. We didn't mind, as we understood if they were fully booked and needed to prepare our room for the next checking-in guest. Then the lady who checked us out seemed to struggle hard to issue our bill, which reason we weren't clear as we were only asked to take a sit and wait. It was fine for us, and I told her that we would come back later around 2pm to settle the bill and we were going to kill the time at the common pool while waiting for our car. She seemed happy and relieved that she now had enough time and less pressure to finalize our bill. Surprisingly, when we came back around 2:15pm, the aforesaid lady was no longer there and didn’t leave any message to her colleagues whatsoever about our check-out, so now we had to go through the whole check out process all over again. And the same thing happened, another lady was now struggling hard to finalize the bill without us knowing what the problem was since we were asked (again) to just take a sit and wait. Normally I would just agree, but this time we got a bit nervous since we didn't want to arrive late at the airport. After I insisted and asked what seemed to be the problem, finally we got to know what it was; as I bought an advanced paid special package directly from them that included accommodation, one dinner, one lunch, a bottle of wine, one massage and two-way airport transfer, they had difficulties identifying which transactions on the bill that we still had to settle which weren't included in the package. It was a bit chaotic. We then helped them identifying and marking the single receipts and finally they managed to finalize the bill. Some amounts were looking a bit strange but as I am not a very fussy person I agreed and just settle the bill, as the amount was also around that what I had expected.

If we may suggest to the management, it would probably make everybody's life easier if there are special meal and spa vouchers issued for guests who buy this sort of package, this way your staff would be able to identify the transactions that are not included in the package much more efficiently and this certainly would speed up the check-out process.

All in all we did still enjoy our stay at Rawi Warin and hope that our review and suggestion can help improve this resort's performance in the future.

  • Stayed: November 2014, travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
3  Thank loewinhk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 November 2014 via mobile

Don't get me wrong, this is without a doubt an excellent resort and the facilities are what you'd expect for a 5 star hotel, however the service was by far the worst we've experienced over 5 weeks travelling SE Asia and 20+ hotels ranging from 1 star to 5.

We turned up around 12 pm, a wee bit early for check in. We were greated with smiles and went through the normal check in process. We were asked to sit down while they got everything sorted. We sat there for nearly 1 hr before I got up and asked what was going on. We were then told that check in wasn't until 2 pm, however we were never told this and so sat there hoping we'd get our room soonish.

We then decided to rent a scooter from the hotel while we waited until 2, however we were told they were all out, even though they gave a couple a scooter shortly thereafter.

We killed some time down the road (hired a scooter elsewhere) and returned around 2:30. We were told to wait a wee while longer while they got everything sorted. After 30 minutes I gave into my frustration and approached 1 of the 10 staff at reception. Of course, I wasn't even acknowledged until about a minute later when I was told our room was still to be cleaned even though we were told 2 pm was good to go. We weren't happy at all and even the manager didn't seem to give a damn that we'd been mucked around for so long.

After a short drive (5 minute walk) we arrived at our room which was conveniently placed at the very back of the property. Bear in mind this hotel is huge so expect a long uphill walk if you choose the cheaper rooms. The room was great as you'd expect but the WiFi was the worst I've ever come across. It literally works for about 10 minutes a day.

Take my advice and avoid this place. There are far cheaper options up the road and you get better service and same facilities as we discovered.

Stayed: November 2014, travelled as a couple
1  Thank 400blairh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 November 2014

This hotel is good with friendly staff and a great pool. The breakfast is wide ranging and really good although it would be better if they had plastic covers to keep the flies off the fruit instead of cling film. We ate in the restaurant on our first night and unfortunately I spent the whole night throwing up so I must have got some form of food poisoning which resulted in me missing a day of my holiday as I was in bed all the next day. We didn't eat there again after that - maybe I was just unlucky!!?? It's a shame because the food (Beef Massaman Curry) looked and tasted great but maybe it hadn't been reheated enough? Each room has a DVD player but the hotel has no DVD collection? The standard rooms are exactly that so I would recommend upgrading to a bungalow if you can. Also if you don't want to walk up a steep hill choose a room nearer the pool. The hotel supplies mopeds at a reasonable price which was great to see the island and would recommend doing this, it also has a cool cinema room to book and watch a film in and a decent gym. Overall, its a good standard of hotel in a great location with a lovely pool and beach front, and the staff are all very friendly, its just a shame I had a bad experience in the restaurant.

Room Tip: Upgrade from the standard rooms if you can as the bungalows are great.
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  • Stayed: November 2014, travelled as a couple
    • Value
    • Rooms
    • Service
1  Thank Phil W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 8 November 2014

This hotel exceeded all expectations. The spa was amazing, the service was excellent and scooter rentals were no hassle. Truly a 5 star resort similar to a Caribbean 5 star. I would highly recommend this to any couples or families on Koh Lanta. Food was amazing as well. The resort is pricey based on Thai prices, but you get what you pay for (meals are around 1000 baht for 2, with a drink).

The resort is very relaxed, no entertainment on site, but plenty nearby on klong nin beach.

Room Tip: Lower numbered rooms are on the lowest levels. Rooms in the 500-800 range are way up the hill. There...
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  • Stayed: November 2014, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Thank Richard S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Rawi Warin Resort & Spa

Address: 139 Moo 8 | Krabi, Ko Lanta 81150, Thailand
Region: Thailand > Krabi Province > Ko Lanta
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#6 Top resorts Hotel in Ko Lanta
#7 Luxury Hotel in Ko Lanta
#8 Spa Hotel in Ko Lanta
#10 On the Beach Hotel in Ko Lanta
#11 Romantic Hotel in Ko Lanta
Price Range: RM419 - RM1,737 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Rawi Warin Resort & Spa 4.5*
Number of rooms: 185
Official Description (provided by the hotel):
The Rawi Warin Resort & Spa offers a luxurious escape from the stresses of the modern world. Situated on 34 rai of land, into the foothills of the Koh Lanta Yai and overlooking the crystal waters of Klong Tob Bay, this beautiful, award-winning resort offers a choice of rooms, each with its own distinct style and ambience, numerous sports activities, superb dining options and private swimming pools. ... more   less 
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Also Known As:
Rawi Warin Resort And Spa
Rawi Warin Hotel Ko Lanta
Rawi Warin Resort & Spa Ko Lanta, Krabi

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