Montien Riverside Hotel

Dear Hotel Management / Guest Relations, I am writing to formally log a serious complaint regarding our recent stay at your hotel. After extending our stay via Booking.com, my 70-year-old mother was confronted by night management at the front desk and informed that our room was unpaid. Despite my showing a clear receipt, the staff insisted we were squatting, refused to verify the payment status in your system, and had four staff members stand over us. We were forced to pack our belongings at nearly midnight and were escorted by security to wait in the lobby. While in the lobby, my sister sent the bank statement confirming the completed payment transfer for the four-night extension. When I brought this proof to the duty manager, she refused to accept accountability or apologize for the mistake. Given the immense stress caused to my mother, who is a cancer survivor and suffered an anxiety attack during this ordeal, I requested meal vouchers as modest compensation the following morning. The manager on duty denied this request, offered no apology, and subsequently called the tourist police on us simply because I stated I would share our experience online. This level of hostility, mistreatment, and complete lack of service recovery is unacceptable. I am sharing this feedback with the expectation that corporate management will review this incident, address the conduct of the night management team, and implement proper service and escalation training for your staff. Sincerely, Joshua Vanlandingham and Susan Vanlandingham

Incredible value for money. We stayed when we first arrived in Bangkok and returned again three weeks later because the staff were so friendly and welcoming. The breakfast was the best we’ve had while here in Thailand and the gym is clean and well equipped. It’s located right next door to a 7eleven and terminal 21 shopping centre is a must visit at just a few mins walk.

Booked during the renovation period. The hotel does notify guests in advance, but the scope is far bigger than expected — pool closed, main restaurants closed, dining relocated to a temporary space on the 4th floor. Very little left to use. Breakfast was a real letdown. The spread was minimal — closer to what you’d find at a 2–3 star property than anything under the Marriott umbrella. The package itself (F&B credit, Starbucks, mall voucher) was decent value, and management did reply to my feedback quickly and offered a late check-out. And you may facing the renovation sound during your stay. 🥲 The riverside location has potential, but I’d wait until the renovation is finished.

My daughter joined me for the second stay and the team made her family instantly. Khun Woon (Front Office Manager) and her team went far beyond the job — translating documents for us and handling every request with real warmth. When jet lag had me wandering down at 3am, the overnight front office team never made a friendly face feel like anything less than their pleasure. That can’t be trained. The details run through everything: unlimited bottled water, filtered ice, the peace of mind every traveler in this region understands. Alex Sheppard, the GM, has built something extraordinary. I’ve traveled from San Francisco to London to Manila — this is my home away from home in Bangkok. We’re back on 3 August for my daughter’s 17th birthday, and there was never a question about where we’d spend it.