Kokotel Khao Lak Montana

The room is excellent! Everything was great: the bed, bathroom, location, and drinking water.

The reception service was excellent, and the staff were very friendly. The hotel itself is lovely, and the rooms are spacious with balconies. It has all the amenities you could need, including swimming pools for both children and adults, and parking is available. I highly recommend it! I'll definitely stay here again next time.

Quiet and perfect for relaxation. Excellent staff service.

The room was clean and the air conditioning was cool. The atmosphere was excellent, and the room rate wasn't too expensive. There's a mountain view right outside the window.

When I booked, I clearly stated in the booking details and followed up with an email, requesting the same room I had before – on the right side, on a lower floor – because I've stayed there previously and have a lot of stuff to carry. The room I got was on an upper floor, on the left side. This means my requests were completely ignored, and I was given the exact opposite of what I asked for. When I went to pick up the room key, I found a security guard sitting at the counter. They seemed clueless about everything, didn't know where my room was, and when I asked, they just said they didn't know, maybe it was 'over there somewhere'. If the security guard doesn't even know their way around the hotel, it implies this place isn't safe. If a thief or a stranger came in, they wouldn't know who to help, which way to go, or how to catch anyone. After I walked down because the room wasn't what I wanted, they said they didn't know anything. So, they put me through to the booking staff, and it took a long time to sort things out. Eventually, the staff gave me a better room. I really appreciate how this issue was resolved, and I'm very impressed with that particular staff member (I forgot their name, but they were working the evening shift that day) for their patience and understanding of the negative experience I'd had here. I've stayed here twice, and I won't be coming back again because I'm so disappointed. (The first time, my friend booked, so I got the room I wanted. But when I booked myself, I got a random room, completely ignoring my email request.) There's a water pitcher in the room for you to fill up with free drinking water. I don't understand why they do this; it makes the hotel feel cheaper. (I know they're trying to be eco-friendly, but this is the wrong way to do it, as guests won't like it.) Last time, I brought my own water and didn't bother using the dispenser.

The room had a musty smell and was very old. The air conditioning wasn't working. I checked in around 8:20 PM, and there was no staff present at any time, only security. The first room I was given didn't match the pictures on Trip.com. I informed security, who then made a call (the person on the other end sounded unhappy). After explaining, I was told that if I wanted to change rooms, it would have to be the next day (the booking included pictures). I accepted this and went out to eat. When I returned, the room was very musty, the air conditioning still wasn't cooling, and the mattress felt damp. There was no front desk staff, so I called the number provided in the bathroom around 3:13 PM because I simply couldn't sleep. The staff member on the phone was very kind (a different person from the first call, I think her name was Khun Sai, she resolved the issue very quickly and said there was another room available). I'm very grateful for her understanding. I had to endure the musty room and non-functioning AC. I clearly informed the front desk about this at 10 AM and returned the keys to the old room. The staff seemed to listen but didn't really, making all sorts of excuses: 1. A musty smell after it rains is normal. 2. If the AC isn't cool, you can tell security (but there was no one there at the time). 3. I spoke in a very polite tone, despite having to put up with a musty room and no AC for almost 5 hours. I hope they fix the musty smell in the rooms and check the air conditioning and mattresses before assigning rooms to guests. (Also, staff should be mindful of their tone with guests).