Although I don’t normally like to write reviews, I feel compelled to share my experience at Cape Sienna Phuket Gourmet Hotel & Villas because what my family and I went through there is too important not to share. To celebrate our daughter’s birthday, we booked our rooms at this hotel through Agoda at a rate that included breakfast. Upon check-in, the hotel manager, Tony, informed us that breakfast was not included and that we would have to pay THB 600 per person. He insisted we contact Agoda directly to resolve the issue. We showed him a message from Agoda confirming that our booking did include breakfast. However, he refused to accept this and demanded a revised booking confirmation from Agoda. This necessitated a joint call with hotel staff to Agoda to clarify the situation. During the call, the Agoda CS representative confirmed that breakfast was included and stated they would immediately email the hotel. Despite receiving this email, which clearly instructed the hotel to either provide breakfast or offer compensation, the manager still refused, with the perplexing excuse that Agoda had not provided an “official revised confirmation.” To add insult to injury, he then presented us with a bill for THB 2,300 to cover the cost of the phone calls made to the local Agoda office. Regardless of the cause of the confusion, the manager knew it was not our fault and that we were not trying to cheat. He could have easily resolved the issue by honoring the breakfast, which would have cost the hotel nothing extra since it was a buffet. Instead, he chose to ruin our birthday celebration by making us jump through hoops and suffer further financial losses. This experience speaks volumes about how much they value their customers.