I have marked down on service...
1) Dining, only the Italian restaurant open (understandable and not a problem). Presented with and chose from the Italian menu. During the meal, it was noticeable that Thai customers were reading from a different menu. It transpires, three menus were available, Chinese food, Italian food and Thai food. The waiting staff decided that because I spoke English, I wanted the Italian menu. At no point were we informed of the options.
2) Despite the Hotel highlighting staff speak Thai and English, whenever I spoke (to the staff) they immediately looked at my wife (she is Thai) conversed with her and totally ignored me.
3) Checkout, I did it solo and was left standing (for what seemed an eternity) whilst the receptionist tried to contact somebody to check the room. Whilst waiting, a Thai person requested check out, they were spoken to and invited to take a seat whilst the waiting for the room to be checked.
We have been married 14 years and I know the difficulty my Thai wife has had conversing in English. I struggle trying to learn conversational Thai - here's the thing, conversing is the way to improve spoken language skills, particularly with a native speaker.
Please do not bother apologising, it will only make you feel better. I have no intention of darkening the doorways of this Hotel.