My boyfriend and I arrived at Bella Vista for what we planned to be a 3 night stay on the last stop of our 2 week trip to Thailand.
Our first day, we noticed the bed felt like laying on cardboard- so uncomfortable, the room and bathroom were dark and dirty compared to the pictures online, that there was very weak air conditioning and spotty WiFi, inconsistent water temperature/pressure in the shower and a sewage smell in bathroom. We definitely thought it was overpriced and falsely advertised as a 4 star hotel (especially with no pool at the "resort") but we figured we could put up with all of this considering the location is pretty good.
However, our first night sleeping there was a nightmare. There were mosquitos EVERYWHERE!! We got bit by them while getting out of the shower, going to the bathroom as well as in the bed. I turned on the lights at one point and saw 3 mosquitos just on my pillow alone! We sprayed ourselves with repellent and put a towel under our door (since there is a big opening) and hoped for the best. When we woke up, we were not only covered in mosquito bites but BED BUG BITES! We know what these look like as we have unfortunately had them before. It was awful. We knew that staying at Bella Vista for our last 2 nights in Thailand would ruin our experience.
I politely explained this to the front desk staff and was told to "come back in 2 and a half hours for an answer." I came back in 2 and a half hours and was told that we could 1. Have someone clean our room 2. Move to another room available (same kind of room, same area). This same morning, my boyfriend was leaving for an early morning scuba drive trip and tried to take a paper cup of their coffee to go and was told that that was not allowed, by the way...
I knew this was the kind of place that would have this issue (and all of the others mentioned above) regardless of cleaning and moving to the same kind of room so I made it clear that I wanted to cancel our reservation and receive a refund for those two nights. I was told that since we booked through a company, it was up to them whether or not we could receive a refund if we cancelled. I called the booking company and they completely understood and said they would refund us after confirmation with Bella Vista staff that we left early. I figured this would get settled by the end of the day so I booked another resort, packed and left immediately. (PS the resort we spent our last 2 nights at was incredible, great service and clean.)
I received an email from our booking company the following day saying that they were basically given the run around from Bella Vista staff and told management wouldn't be "in" for a week or so...to give confirmation that we checked out two nights early. It's been almost two weeks and they are still unable to get a hold of someone from Bella Vista to confirm in order for us to get refunded for the two nights we did not stay there. So not only are the rooms filthy, the staff is shady and unprofessional. I did not want to leave a review as I hoped they would be able to make this right but clearly they are incapable of that.
DO NOT book here!! Whether it's the beginning, middle or end of or your stay in Thailand... you'll leave with bites everywhere, possibly bring bed bugs home with you, back pain from sleeping on that bed and a serious headache from the staff.