Tower Club at lebua

The check-in process was wonderful. However, there were some issues with checkout. We paid for our dining at the restaurant which was a whopping 44,190 baht. $24,199 was placed on our card and the hotel had 20,000 baht taken as a deposit during check-in for which we were told, would be applied to any additional charges such as restaurant and room service charges. Our room types were on the same floor as the room in the movie “The Hangover” one of the two rooms was right across from the room used in the movie. We are a big family and typically pay all of our high expenses ahead of time to make traveling manageable. We also paid for VIP access which included some additional perks. To our surprise during checkout the hotel manager Jessica presented us with a bill for the same $44,190. We tried to explain that there in face should not be a balance and they asked if I had a receipt… luckily I did but it was in the trash in our room in the 56th floor. I went upstairs to our room and rummaged through the trash to produce a receipt for our payment. By the time I made it back to the counter, I started to feel humiliated. You see, I mentioned we were a big family - it’s my husband and I with our 7 children and to add to that we are African American. I shared with the manager Jessica that I was starting to feel very uncomfortable and did not understand why it was they didn’t have records of our payment requiring me to produce a receipt. This was not a good experience.

Truly outstanding service at this location! Every employee was friendly, professional, prompt and courteous. I’ve never had better service at ANY hotel. Everyone was so welcoming to our children as well. Comfortable and clean rooms. Great food. Well maintained pool. Highly recommend! Will definitely visit again!