This may initially sound negative, but overall it was a great resort, and fantastic locaiton.
We recently stayed at the Indigo Pearl in Nai Yang Beach, Phuket. It started off bumpy, and I was regretting booking this hotel. We paid almost €7000 (nearly $13K) including air, for 15 days, I expected a great vacation! We were dropped off at the front entrance, it was beautiful, open aspect and very tropical looking, no one greeted us, our luggage was left on the circular drive, not what we expected from 5 Star. We made our way to the front desk, it was a group of young kids running the show...not another great start. My husband went and brought the luggage up himself.
Our check in took quite a while, and we were exhausted after travelling for nearly 19 hours, we wanted our room. The front desk was complete chaos, repeatedly we were asked by staff members could they help us? It became comical, otherwise we'd lose it. There is no system.
We were brought to our room about 45 minutes later, completely exhausted, only to discover that our room was not finished. It was absolutely GORGEOUS, but no slippers, no beach shoes, no beach bag, the fridge was empty, no bathroom items... I wanted to cry. Staff were running in and out of our room for the next 30 minutes. We finally shut the door and slept. We were woken up with a fruit platter, it was very nice, and we hoped a fresh start. Unfortunately we had more problems, our room was not cleaned properly, there were dirty plates and glasses left in the suite, and we didn't receive new towels. This was the third day, and I wanted to check out. Regardless how beautiful this resort was, we wanted the 5 Star service we paid for... I called front desk and spoke to the assistant manager, Oil, she was very understanding and immediately apologised, and let us know she'd have the problem fixed. She told us she would contact us the next morning at 10:00 which she did. Her assistant came and asked me to see another suite, as a token of their apology, it was beyond beautiful. Ironically it was the suite we wanted to upgrade to, however no one at the front desk made any attempt to help us with this on check in. It was wonderful, we had the suite and didn't pay the upgrade cost. Things became better after this, which is sad. A 5 Star should be 5 Star regardless of the size of suite you have. The service definitely needs to be worked on, beach staff were uninterested in the guests, and this was disappointing. The locals told us that there is a new manager, and he's intent on shaping things up. I will go back again, because the location is incredible, the suites are divine and the beach street is so friendly. I have confidence that the New Manger will sort things out. We did go to the Cocoon Spa and went into the nest, they messed up our reservation, and initially put us into a normal spa room, it was frustrating, as it's the little things you want and expect in a luxury holiday. Again, I have faith that this hotel will meet it's potential and become a lovely resort offering the promised 5 Star service. The adult pools are wonderful for childless couples! It was a savior!
I recommend Linda's Seafood restaurant down the street on the beach, it's incredible! And the staff at Sunset beach bar are incredibly friendly! Our ipads were taken out of our bag by some tourists "helping us out" when I had a sugar episode and the staff took them and kept them behind the bar for us! Honesty and friendly! great combination!
Thank you Oil for your wonderful gift of the upgrade, it was our 11 year anniversary, we would have happily paid for it, if your front desk staff had been a little more competent!
PS.staff that can speak and understand English is a great asset!! Or German, or French!
I look forward to your service improvements!
- Official Description (provided by the hotel):
- Style and distinction - Historic detail fuses with chic industrial elegance. A 5 Star Luxury Design Resort touching Nai Yang Beach, Phuket. The Indigo Pearl resort experience is an encounter with Phuket's collective imagination - a gathering of intriguing details, re-envisioned through imaginative design. Architecture inspired by Phuket's tin mining past. The hotel decor evokes a Thai factory of a century ago. A landscape overflowing with surprises: the postmodern transformation of a mature plantation, spiced with modern sculpture and found industrial art. Luxury, comfort and service surpasses expectations. ... more less
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- Also Known As:
- Indigo Pearl Nai Yang
- Indigo Pearl Phuket/Nai Yang