I find the hotel very good, with very good service intentions and super friendly staff. I stayed in a Yama King Executive room. Amazing view and quiet location. But there was a lot of little things, that could have been better prepared or checked by the hotel and should not be reported by me, the guest. I mean, all could be avoided with preparation and communication.

Would have been great BUT on may 1st i arrived at the Muse at 6.30pm and entered my room at 8pm. Thats 90 mins of waiting waiting waiting and finally able to checkin. I understand that may 1 was first day of new rules but 90 min to checkin is ridiculous. I was sent via email a online checkin and upon completing it i was informed that my room key would be waiting. Reasons for long wait at checkin given by staff were, over booked rooms not cleaned and ready for guests. So why take bookings if you cant handle them? Then i was taken to my room did i mention 90 min checkin? And i booked larger corner room and ended up in smaller middle room. When i asked about that they said i was in a more expensive room because it had views which i looked at a couple of times and there were different colours in the room? I gave up and just paid. So because of this the rest of the stay was tainted. So rooms were nice and so was breakfast but staff average.

Nice experience in Hotel muse , I love rooftop and breakfast there , environment also classy

Nice rooms, very gentle staff but they are new inexperienced, not trained enough

The room is well designed, comfy pillows. Most of the staffs are nice, always welcome with smiles and ask if I would like some help.

I have been a frequent patron to Muse Bangkok Hotel. Was delighted that borders were opened and Muse hotel was my first choice. However, when we arrived, we were utterly disappointed by a 5-star hotel under the Accor umbrella group’s service. We arrived early at 10am and understood that there were no rooms available, even if I were to upgrade. She was unfriendly and told us to come back at 2pm. We understood that it was a busy day and decided to come back at a later time. The second round, we came back at 1:30pm, room wasn’t ready as well. We understand that it was not the checkin time and decided to go for a walk. Fully understanding the entire situation, we decided to come back at 4pm. To our surprise, room wasn’t ready. At this point, the same receptionist was at the edge and was utterly rude. She shared with an inappropriate tone saying that she didn’t want this to happen and there under staffed. The thing is, it’s 2 hours past the checkin time and the receptionist was very rude. If the hotel understaffed, they should be aplogetic and look into what other services available to ensure a smoother process (e.g. offer drinks, offer breakfast). But none was offered but attitude was given from your staff. To add on this bad experience, we waited 1 hour for our luggage to be sent up to the room. But, the wrong luggage was being sent to the room. Does it mean that it’s unsafe to leave my luggage at your hotel? Since mix up of luggage can happen? We called the receptionist and they shared that they have misplaced our luggage. As time past (30 mins), we have no update regarding our luggage. We called the receptionist, but to no avail. After waiting an additional hour, we decided to visit the lobby and look for the luggages ourselves. Funny thing, it was just placed at the side. We took the luggage without informing anyone to solve our problems. No one from your reception, called to resolve or ask about the situation. This is upsetting in many levels in terms of service and security. I am utterly disappointed

We had a fantastic 24 hours at the Muse. It is a boutique hotel themed on 1920’s America and it was great fun. It’s a little bit different from other hotels in Bangkok but the staff were attentive, the Speakeasy food was good and we felt very well looked after. Breakfast was great and the room was perfectly clean and the bed extremely comfortable.

We loved our short stay here. Our rooms were beautiful, with huge beds, and the interconnected rooms were great as a family. Only issue we would say was the pool area is overdue a renovation. Also the lifts and lobby are too dark!

I encountered an incredibly rude staff (male, glasses, approx 2300PM at the lobby on 30/04). I ordered food delivery around 1030. I noticed that the food was not sent up to the room nor I received a call from the reception to collect it. I called and the reception confirmed that the food was delivered but she did not mention that I should collect it. After waiting for 10 mins, i called the reception. A female receptionist told me that I had to went down and pick it up myself. As I was picking up my food, I saw this male staff (short hair, glasses). I told him that they could have told me to come down the first time I called. The food was now cold. He said the driver told him I would come pick it up. I said the driver never called me. This argument went on for 2 min with not a single apology uttered. He said he would only deliver food to test&go guests and “you see what I’m doing right now?”. That was a very curt and unacceptable response that I would not imagine a hotel staff would say to a paid guest. I have stayed with Muse several times and I had never experienced anything like this before. I suggest the hotel look into this.

Room is nice as seen in photo.

1) after check in and move in the room #1705, been disturb by 3 different group of guest. They even had the card to enter the room, means your staff re assign the the room after me. Not only one time but 3 times, not sure what going wrong to you system but it is not acceptable. If I’m not lock from inside , then they manage to enter the room already, can you imaging how embarrassed the situation will be if I’m totally without cloth on and it is really freaking if I leave the room and they enter, who to secure my belongings?? It is really not acceptable at all and this is my first experience that the room reassigned again and again to many groups of guest.. omg !!! 2) the pcr test result already out ard 4 pm, i keep calling to get to know the result, but the response was bad.. when I call around 8 pm to check, then just realize the result was out long ago. And from the hard copy result, it is shown the result out on 4 pm. I gave your grace period one hr for communication between authority with your hotel, then by 5pm I should get the result not 8 pm, not I keep calling. It is your responsibility to get your guest to know when they can out to the room. It is not free for the SHA++ hotel & pcr test, I’m paying for that service.

We went to the lobby at 2 PM with a cloud of guests, we understood the traffic of guests while the holiday. However, we had been waiting for 1 hour at the salon and no one noticed until we asked the staff, after that, I went to the front desk and finally, I got the check-in and the staff said "The room was not ready and you can wait at the salon when the room ready, we will let you know", but we had been waiting until 4 PM and no one noticed anything. I went to the front desk 5 times to ask and I got the room around 4 PM. The front staff upgraded the room for us, but we need the room in time better than upgrading the room. The room was not cleaned properly, the refrigerator had plastic drinking straws, stains on a desk in front of the TV, and hair fragments in the bathrobe. Perhaps, this hotel decreases the price and decreases the service as well. The best thing was only breakfast, the variety of breakfast is the best. For the checkout, because we checked in the room very slow, so, we decided to go back home earlier in the morning around 9 AM and everything was faster than check-in. I hope your staff have time to clear up and check the room before sending it to the next guest.

Staffs were well trained The room was nice and the bed was comfy The roof top bar was perfect.

Our experience previously at Hotel Muse was brilliant... however this time round, it was disappointing from the moment of check in. 1. At check in, communication was clearly frustrating at best. Language was a barrier and there was an attitude issue as well. I had booked online via Accor website and I had to make payment prior to stay, however at check in I was told I have to pay again to which I tried to explain that I had already paid and it was clearly indicated on my booking confirmation (I had a printed copy which I showed) that it was indeed paid. I was told that it was not paid and that I had to pay (again)... this was when there was an attitude as the person at front desk became visibly frustrated as she could not explain or get through to me and vice versa. A lady from reservation was called out to explain to me (her English was much better) that I had to pay (again). I even told them that if indeed it was not paid, I am sure my card was already blocked for the amount for the booking. The lady from reservation said that it was not even after I told her it was. Anyway... it WAS! And it was only released a week later. 2. At check out, there was a room service bill that apparently was NOT put in after a thorough check... and I was sent an email 3 days later to say that my card has been charged for the amount without my authorization. I found this very unnerving and discomforting to know that the hotel is able to charge using my card without my prior knowledge or authorization. 3. The service from staff overall has been disappointing. The maître d' at breakfast had attitude, the concierge was of no help (we tried to book a hotel car which we were told there was none, he barely knew any information that was helpful like how and where we could book a private car, he eventually flagged a taxi which we could have done ourselves anyway), the waiter at the Roof Top bar barely spoke English and also had an attitude (she got our drinks wrong and proceeded to have an attitude whereby insinuated that we had ordered wrongly... we didnt finish our drinks and left). 4. The rooms (especially the quarantine ones were appallingly maintained) and it does need some looking into. There were visible dents, cracks and scratches on furniture, shower heads were not functioning properly, cleanliness was also an issue on corners where the walls met the floor (and these are the things one can see, let alone the ones we cannot). Some lighting fixtures were also not working. 5. One saving grace is that the food is still as good. Breakfast spread was brilliant and room service food was good too. So am glad at least that has remained a plus at Hotel Muse. As designers of luxury resorts and patrons of many hotels around the world, we do understand service, design and the like... Hotel Muse was one of our favourites in BKK even though smaller but now it seems like we probably need to find another "home" in BKK. To be fair, we have seen a decline in service all around BKK and some parts of Thailand. Not sure if that is due to the pandemic and having almost no foreign tourist arrivals have made service staff complacent perhaps? Whatever the reason, there should always be a certain standard one should be keeping to and as returning guests we often look at the very people behind the property. I do hope this is taken as constructive criticism and improvement can be made, as this survey is clearly meant to address. This is by no means a reprimand of the persons or staff mentioned but merely a heads up to address issues that I am sure can be overcome through management.

Stayed a couple of times previously pre-covid & was always pleased with the standard of the rooms. This trip however, the hotel seemed under-maintained, mould in the bathrooms & pillows were lumpy. Hotel also seemed short-staffed & took a while to reply emails pre-trip as well as at check-in, we waited for about 25mins as there always seemed to be a crowd at the reception counter.