I've stayed at this hotel many times and it's become my place of choice in Bangkok, so it pains me to have to write what is a word of warning rather than a review. I stayed here between March 10 and 13 and the security deposit of GBP110 (US$138) has still not be refunded to my credit card. This is despite two long (and no doubt expensive) phone calls to the hotel and several emails, all of which have gone unanswered (bar one). This is, even given the challenging times under which I appreciate the hospitality trade is still facing, completely unacceptable. Sadly, I doubt I'll be booking to stay at Muse again.
No one greeted us on arrival and we carried our luggage into a very busy and crowded lobby area. Even though I checked in online ,there was no way to figure how to check in as there was no real way to figure it out . The most aggressive people got checked in quicker, not a pleasant experience. The room itself was ok, but empty mini fridge and the water at the bar area sink did not work. We never got an explanation about the mini fridge being empty. There was coffee for a French press, but no French press in the room. The hot water took forever to heat up in the shower and bath, and on our last day it never got hot. Food and beverage was actually quite good, as was the service by them. Biggest disappointment was that there was no concierge to help with local travel, restaurants, shops, etc. There was always taxi's right out the door, but they tried to rip us off on ever ride we tried to get. Only one ran the meter and the cost was inexpensive, every other one tried to charge 4 or 5 times what it should have cost. At check out I was never asked about our stay just given the bill. For a highly rated hotel it was a disappointment. …
This was such a nice hotel pre-COVID. Now they clearly struggle: part of staff is indifferent and erratic. Several prioritize their own Instagram account over customer needs. Many things on room not working. Breakfast very much downgraded: “cheese platter” is some tiny chips of wet industrial cheddar and fruit juices are powder-based. Coffee on rooms is Nescafé powder. Not what you expect in 5-star hotel
Muse Hotel is nice design, good location, rooms are good and my previous trip in February 2020 was great, this is why I have decided to come again. This time, I came back with same expectations but was a bit disappointed. Speak Easy Restaurant was closed due to Covid (and lack of staff) and same with the ground floor coffee bar while the other small restaurant/Bar of Floor 24 was packed in the evening (hard to find a seat). Clearly, the quality of service has decreased (I have several of little examples) but my impression is that it was not due to the staff itself (always nice and professionnal) but simply less manpower available. I hope that it's due to Covid situation and that it will be back to normal soon.
Extremely dark environment in both public and private sections (e.g., need to bent to see the buttons in the elevator), most staff do not speak Thai and only average English, reception understaffed, swimming pool very small with only 5 (!) chairs to sit, despite stating that rooms can sleep 2 adults and 2 kids, we had each night to ask for the 3rd and 4th towel, difficult to get hold of anybody, service area on floors 5 and 6, but with no extra elevator for the staff, who had two use the only two elevators servicing 24 floors! Even an IBIS budget is better than this hotel.
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