Upon arrival, the lady told us she could not accommodate us because there was no hot water or Air Con and told us to stay at their sister hotel a block away, Sugar Palm Resort. I asked if we would get our own pool, and she replied, yes. When we got to to other hotel, we did not get our own infinity pool (I paid extra for that upgrade). Instead, I found it to be a lower-end, downgrade from Grand Hillside. This other hotel was a 3 star hotel versus Grand Hillside, which was a 4 star hotel. I even saw a substantial price difference when I checked online! Furious, I contacted Agoda, which handled everything in a great manner. They promptly called my room, offered me a discount, and told me they negotiated a complimentary meal with the hotel front desk. I believe that was fair. So the next morning, we went back to Grand Hillside. The room the front desk lady put us in was supposedly "non-smoking." Yet the room reeked of smoke and was so smelly I had to call the front desk to request for a transfer to a different room. Conveniently, they said there were no other available non-smoking rooms. This is the point where I got really upset. Especially already having to deal with switching hotels and being placed in their downgraded hotel. To top it off, I woke up the next morning and wanted to take a shower.. To find that there was NO running water at all. I will never stay at this hotel again. This was a complete nightmare and was sad that this is the first trip to Phuket and I wanted it to be a delightful experience. Unfortunately, this hotel made it difficult for me to accomplish that.
- Official Description (provided by the hotel):
- Unique, trendy treat and giving you a new kind of stylish sensual experience surrounded by cascading water from eleven multi-tired infinity swimming pools set among beautiful tropical gardens, with superb views of Kata Beach and beyond from the chic and contemporary rooms. ... more less
- Reservation Options:
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- Also Known As:
- Sugar Palm Grand, Hillside Hotel Kata Beach
- Sugar Palm Grand Hillside Kata
- Sugar Palm Grand, Hillside Phuket/Kata Beach