Anyone who says this is the best hotel they have ever seen has not been to a proper 5 star hotel. We were meant to stay at the hotel for 6 nights, having spent the first 2 weeks of our stay in another part of Phuket. We stayed roughly 3 hours before checking out! Our first impression was the lobby, which was dated and not at all grand. The staff were unfriendly and the corridors seemed more suited to a hospital than an apparently luxury hotel. The room which was sold as a Deluxe Ocean View Room had absolutely nothing deluxe about it. In fact, it was filthy! There were dead insects lying around the floors and skirting boards. The skirting boards also had months worth of dust and hairs. The glass toilet door was smeared with dirty fingerprints and there was an awful stench throughout the room. There were also wires sticking out of the wall where some of the light-fittings were. Having a three year old with us; this was a serious safety concern, since they were within reach. On complaining; I was told I had "only booked a standard room'! On taking the complaint further with a manager, I was informed that we should go for a complimentary lunch, while they tried to come up with something better. The lunch didn't lift our mood any. It was extremely greasy with sloppy presentation. The restaurant did not up the stakes on cleanliness either. After seeing this and having a quick walk around the pool area, which looked like something from a 3 star 1980s hotel in Tenerife, we decided to leave. The best part of the short stay was the air conditioned departure in one of the hotels taxis. I can honestly say that the manager genuinely did seem concerned and tried to help us and avoid us leaving, but he could not have fixed the problems that were there. This hotel needs a major renovation to even be in with a chance of becoming a 5 star resort. The rooms look to be modern enough, but the luxury details are missing and I believe that cleanliness should never be an issue, whether you stay in 3,4 or 5 star hotels. I would never have imagined walking out of a 5 star hotel, but in this case it just was not an option to stay.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 23, 2012
Thank you very for taking the time to place a review.
Report response as inappropriate
It is disappointing to read of your unhappy experience at our hotel, but perhaps it is a shame that you did not spend more time with us, so that the issues you raise could have been more properly addressed. If, as you said the room was in an unclean state and is need of repair, then I must apologise and assure you that this is not our normal standard.
Our staff are rewarded for their friendly and courteous approach to guests, so I am somewhat puzzled by the comment concerning “unfriendly staff”.
I agree that the lobby area is more functional than grand but the normal quality of service more than compensates for the lack of splendid decor.
Again it is unfortunate that you did not enjoy your complimentary meal.
I agree that the cleanliness should not be an issue in any hotel but all the tropical locations the occasional insect or small lizard cannot be avoided.
It is unfortunate that our manager could not persuade you to stay to allow us to show you a true picture of the hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.