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Queen Victoria Inn - shocking customer service


lonewolf77

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My god, I am stunned at what just happened. I had been going through the booking process / discussions with Queen victoria Inn for a little while now. A few days ago I had figured out my itinerary with them (which rooms and which nights as i had to change rooms at one point), anyway they sent me the invoice to pay for the rooms / my reservations last night. Then this afternoon i check my emails and they tell me they have given the room to someone else who walked in to the hotel and made a booking. I cant believe that. I have never had that happen to me before.

 

Generally its first person in / making a booking or even usually in discussions who at the very least gets told that there is another interested party and that you have a cretain time limit to decide and then it goes to the 2nd party etc. But in this case, we had decided / agree on the reservation, price etc and was waiting for the invoive which came last night and then today get told sorry its gone because someone else came in and booked it... WHAT THE? It was just lucky i hadnt sent the payment through already. ... 

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My god, I am stunned at what just happened. I had been going through the booking process / discussions with Queen victoria Inn for a little while now. A few days ago I had figured out my itinerary with them (which rooms and which nights as i had to change rooms at one point), anyway they sent me the invoice to pay for the rooms / my reservations last night. Then this afternoon i check my emails and they tell me they have given the room to someone else who walked in to the hotel and made a booking. I cant believe that. I have never had that happen to me before.

 

Generally its first person in / making a booking or even usually in discussions who at the very least gets told that there is another interested party and that you have a cretain time limit to decide and then it goes to the 2nd party etc. But in this case, we had decided / agree on the reservation, price etc and was waiting for the invoive which came last night and then today get told sorry its gone... WHAT THE?

 

Had you paid a deposit matey?

 

 

 

Bill

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Now i need to find new accommodation and time is running out, i am so damn pissed off. I miss my regular guest house in Phuket, such good service. 

 

Anyone know of a good place with a jacuzzi etc for a decent price. Or I guess i will have to stay at the P-e-n-t house hotel

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Had you paid a deposit matey?

 

 

 

Bill

Hey Bill,

 

Nah, the invoice came in last night and then today i checked my email before sending through the payment, lucky i did that. I just cant believe i wasted so much time going through the process with them. I would have thought at the very least you have the decency to say look we have another interested party, so you have this amount of time to pay etc. 

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It does suck a bit, but it sounds as though it was a bit of a drawn out thing between you and them and they probably thought that a paid room is better than a promise of a paid room.

I can see your point, but I can also see theirs, it is just one of those things matey and I'm sure you'll find another good one!

 

What dates are you traveling? it might help a couple of BMs come up with other ideas.

 

 

Bill

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To secure my booking, I always use Agoda.

Regarding Queen Victoria Inn, such behaviour with customer is jeopardising its business... maybe the reason why Devil's Den dont provide out-calls services to this guesthouse.

 

You can try the Ruby Club (large room B700).

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That sucks mate but in 12 trips to the Vic it has never happened to me but if it did I think it will be my last time but I have always found them to be 1st class

Lets hope you find somewhere and have a great trip

MIKE

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I am from the third world and lived in it for a decent portion of my life but more importantly i travel to it every year multiple times a year. I have no problems with people bumping me if i am just asking queries and someone else makes a payment. But i have never had this happen, I made the confirmation and booking, they then sent me an invoice which is a credit card payment to a bank, so they wouldnt even know if i had paid it or not till a day or 2 later. The very next day they give away my booking to someone else. The money wasnt being paid through them, they sent me an invoice to a bank account. For all they know i have already paid it and then they have to refund me.

In my 7 times to Phuket, i never had this happen, nor to any other "third world" country. In the past I am always informed that there are other interested parties or sometimes I AM the other interested party and i have to wait for a specific length of time before i am given the opportunity to make the booking. I should have been told, or at least asked if i have sent the payment through.

Anyway i guess they have lost my business for the bucks in a few months as i had been planning on booking 9 rooms for the bucks in may but i think i will go elsewhere.

 

I know what you guys mean, i think they seemed like a decent sort but i think they have to rethink their  booking process. In Phuket the guesthouses i have stayed at never did this, they would tell me if i am first in line or 2nd in line, plus if i am first in line but there is another interested party, they would tell me i have to make payment soon to secure the booking. 

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Strange it's not really high season now, plenty of better hotels about, should be easy to get a room

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Yeah I am just a newbie in pattaya so dont know the best hotels / guesthouses to go to, I really want a jacuzzi room as thats what i always get in Phuket. Some of the places that i have been told about, all the jacuzzi rooms are gone. The only places i found thus far were like 4000baht+, too much for me to spend per night. P-E-n-T house is available i believe. I will look around but not much time left. 

 

The issue i really had was that the invoice they sent me is a online credit card payment system through a bank, so they would not know it had been paid for for like a day or 2 i presume. So really once they send that kind of an invoice across, they should not take any other booking as the minute they send that to someone, it means that person could have paid and they wouldnt know. Also with currency conversion fees and the like, even if they refund the money, i would still be at a loss. 

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Strange it's not really high season now, plenty of better hotels about, should be easy to get a room

 

Some hotels always fill first regardless of season bro. The more popular tend to fill "first" then the others get whats left. This is especially true in "guesthouse" style places that have few rooms. As the Vic has been going for years and will have a lot of repeat custom it wouldnt surprise me if they are full.

 

I have emailed him to ask for his comments as its rare to hear this place getting bad press.

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Now i need to find new accommodation and time is running out, i am so damn pissed off. I miss my regular guest house in phuket, such good service. 

 

 

 

Are you talking about the Queen Vic in Soi 6 Pattaya

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When did you planned to stay there? Sounds to me (a walk in taking the room) that this was a booking on a very short notice.

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There are always mixed reviews of the Vic.

 

Not a bad place for the odd meal or drink, but not my cup of tea, roomwise. On the other hand the toilets in the bar are impeccable.

 

OP if you can get over the jacuzzi need there are many excellent rooms in Pattaya at about that rate. If you want to stay on Soi 6 i think Ruby Club's big room is bigger and newer for a similar price, for instance.

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Yeah it is the Queen Vic Inn in Soi 6. I was booking for March 18-30th. (12 nights), 2 weeks from now basically. 

 

I really was hoping for a jacuzzi room, have gotten so used to having one in thailand, but sadly i may have to forgo it if i cant find one soon :(. 

 

I dont necessarily have to stay in Soi 6, it just worked out like that as i came across Queen Vic's jacuzzi room. I didnt even know about Soi 6 till then, but then again Soi 6 sounds like it has a lot LBs and may not be ideal to be walking around past 1am? As i will be coming home generally around 4am...i take it, maybe its not that safe? Although i am a pretty decent sized guy and i dont get drunk (dont really drink), so maybe that warning is more for people who get drunk. 

 

I havent really come across many aggressive LBs in Phuket, have seen a couple joking try to rip of my mate's mankini when we were on his bucks, but that was the most i have seen. But sounds like in Pattaya some LBs can get a bit aggressive?

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Try China Garden.. They got a Jacuzzi room....

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I can understand your disappointment, but this is not typical of the Queen VIctoria and its management, I have never had  any problem in the eight times I have booked and stayed there.

 

It is very popular and books up fast and is usually full or nearly full even in low season (last August I managed to book the only balcony room they had left for early January!, and when I left this January I booked my room for this coming August).

 

When you are in town have a look at the place and prhaps give it another chance for your next trip, the rooms are basic but good value and the location is very special, where else can you can fall out of the front door straight into a party at Sky Bar or Quicky Bar just across the soi?

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Strange, I put in the address that china garden has on their website, and google maps doesnt find it. Where exactly is their location? IS it close to the action?

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Strange, I put in the address that china garden has on their website, and google maps doesnt find it. Where exactly is their location? IS it close to the action?

http://www.chinagardenpattaya.com/

In Soi Lengkee...

http://www.tripadvisor.co.uk/Hotel_Review-g293919-d3632311-Reviews-China_Garden_Hotel-Pattaya_Chonburi_Province.html

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Hi lonewolf

I know u are unhappy with Queen vic but i can see from there point of veiw also. i think untill proof of payment is sent then your booking cant be confirmed if you were selling something and 1 person is suppose to sent you payment but another comes b4 u with there payment should you refuse the secound person because you have a promise from some1 else.

But saying that dont let it ruin your trip im sure there is plenty of nice rooms still availible

Enjoy ur trip hope its s good 1

 

Sent from my GT-I9300 using Tapatalk 2

 

 

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Now i need to find new accommodation and time is running out, i am so damn pissed off. I miss my regular guest house in phuket, such good service. 

 

Anyone know of a good place with a jacuzzi etc for a decent price. Or I guess i will have to stay at the P-e-n-t house hotel. 

 

Try this link.they got a list of hotels with jacuzzi, China Garden is one of ém. http://pattayaone.com/jacuzzi.html

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Hi lonewolf I know u are unhappy with queen vic but i can see from there point of veiw also. i think untill proof of payment is sent then your booking cant be confirmed if you were selling something and 1 person is suppose to sent you payment but another comes b4 u with there payment should you refuse the secound person because you have a promise from some1 else. But saying that dont let it ruin your trip im sure there is plenty of nice rooms still availible Enjoy ur trip hope its s good 1 Sent from my GT-I9300 using Tapatalk 2

 

 

I think the problem i have is mainly i feel like they should have apologised at least and also should have let me know instead of me sending them an email and then finding out. Also i think they do need to fix that area as its a third party bank that does the processing of the online credit card billing system, so in other words if i had sent the deposit through that same night, then i would be out some cash. even if they gave me a refund, i would be the currency conversion fees. Also they have admitted that the staff who takes the bookings from walk-ins DONT have access to the online booking system, so they dont know whats going on with the bookings online. I think thats just crazy and asking for trouble. 

 

 

These are the last few emails i got and which i felt meant it was confirmed and an invoice was sent to me :-

 

"hello *****

 

ref 212 & 201

 

 

If you wish to book the room please email me back and I will send you an email invoice by Thaiepay - our secure on-line credit card payment system

to pay a deposit for the 1st 4 nights of stay. The balance is to be paid on check in.

 

 

regards ***** vic

 

"

Then when i said yes, I was sent this :-

 

"Hello *******

 

Thank you for confirming that you want to book

 

a penthouse suite available from midday on the 18th March to midday on the 28th March

and a deluxe room type 1 from midday on the 28th March to midday on the 30th March

 

 

I have sent you an email invoice by Thaiepay - our secure on-line credit card payment system

to pay a deposit for the 1st 4 nights of stay. The balance is to be paid on check in.

 

Please note deposits are non-refundable

 

 

regards ***** Vic

"

 

Then I was sent this :- "

 

 

 

--------------------------------------------------------------------------------

 

Subject: Payment detail from Viking Holdings Co Ltd (MerchantID: *********)

 

Dear Customer,

 

 

 

This e-mail is sent by THAIEPAY, online credit card payment gateway system. We Viking Holdings Co Ltd would like to inform you to make a payment of product or service according to details below.

 

 

Name: Prajayan Kathirgamanathan

Detail: deposit for the 1st 4 night of stay in penthouse suite from midday on the 18th March to midday on the 28th March and a deluxe room to midday on the 30th March the balance to be paid on check in Please note deposits are non-refundable

Total: ****** Baht

 

 

We are kindly to request you to make a payment through this URL.

================================================== =

https://www.thaiepay.com/epayflow/in...id=***********

================================================== =

(Copy this URL and replace in the Address box on the browser)

 

 

Best Regards,

 

 

 

 

--------------------------------------------------------------------------------

 

 

 

 

 

Viking Holdings Co Ltd

437/137-140 Soi Yodsak

Pattaya 20260 THAILAND

 

Tel: 038425418

Fax: 038424941

 

Email: [email protected]

Website: Cheap hotel Pattaya - The ***** Victoria hotel in Pattaya

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It would be interesting to know when you first started communication to book a room. Many people ask about a hotel room then delay actually confirming that they want the room and delay paying the deposit. A hotel is in businesss to make money and if someone is dithering about a reservation and someone else walks in they will let the room go.

With regards to the Thaiepay system that the Queen Vic uses for deposits as soon as a payment is made Vic receives an email to confirm the payment has been made.

Now, how would you feel if you were a walk in customer who cannot book a room because someone else might be wanting it. Plus, how would you feel if you were the hotel owner who turned down a walk-in and the one who has emailed doesn't pay the deposit or fails to turn up.

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It would be interesting to know when you first started communication to book a room. Many people ask about a hotel room then delay actually confirming that they want the room and delay paying the deposit. A hotel is in businesss to make money and if someone is dithering about a reservation and someone else walks in they will let the room go.

 

With regards to the Thaiepay system that the Queen Vic uses for deposits as soon as a payment is made Vic receives an email to confirm the payment has been made.

 

Now, how would you feel if you were a walk in customer who cannot book a room because someone else might be wanting it. Plus, how would you feel if you were the hotel owner who turned down a walk-in and the one who has emailed doesn't pay the deposit or fails to turn up.

 

Heres the catch. The front staff who take care of the walk-in bookings dont have any access to the emails or online booking systems, apparently thats why my room got given away. Isnt there something wrong when there are 2 methods of booking and there is no communication methods available between the 2 of them. Either the front staff should have access or all bookings should go through someone who does have access to both methods. 

 

 

A few hours after i was sent the online payment invoice, my room got given away. Apparently that was due to the front staff not having any access to the online booking system or emails and the people who do had already left for the night. I am just glad i hadnt paid, as i would have been out some cash as even with a refund, i am out of pocket for the currency conversion fees etc that credit cards charge as well as the currency being converted back and forth. 

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