As a Lifetime Gold Elite member with more than 800 nights at Marriott hotels and still Platinum level, I have stayed at many Marriott properties around the world. I have always enjoyed my previous stays at JW Marriott Bangkok. The breakfast is excellent, and the service from the staff has consistently been outstanding.
Unfortunately, this stay was let down by a few disappointing experiences.
The door lock to my room consistently took 2–3 minutes to unlock. When I reported this to the front desk, I was told this was “normal.” It clearly was not. My daughter’s room unlocked immediately using her key card, as expected. Only after I insisted was a technician contacted.
What disappointed me even more was hearing the receptionist refer to me as a “farang” while speaking to the technician in Thai. Whether or not the term was intended offensively is beside the point. In a five-star hotel, guests should simply be referred to as “the customer” or “the guest.” Professionalism should never depend on nationality or ethnicity.
While I was away, the hotel checked the lock. When I returned, the problem remained exactly the same. I also found a letter under my door stating that the lock was working properly.
Yes, it worked—but taking 2–3 minutes to unlock a hotel room door is not working properly by any reasonable standard.
These may seem like small issues, but they significantly impacted my experience. When staying at a luxury hotel and paying premium rates, I expect problems to be ack
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