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“Possible food poisoning, customer service didn't care” 2 of 5 stars
Review of Marriott's Mai Khao Beach

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Marriott's Mai Khao Beach
4.0 of 5 Hotel   |   Mai Khao Talang, Mai Khao, Phuket 83110, Thailand   |  
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Ranked #7 of 9 Hotels in Mai Khao
Singapore, Singapore
Contributor
12 reviews 12 reviews
8 hotel reviews
Reviews in 9 cities Reviews in 9 cities
12 helpful votes 12 helpful votes
“Possible food poisoning, customer service didn't care”
2 of 5 stars Reviewed April 18, 2013

I'm posting this story since the normal way of notifying a business of a bad experience (customer service) was such a fail that it deserves to be publicly called out:

We tried out the Marriott on a discounted 4 day 3 night trip to decide if the vacation club package would be a good buy for us. Since this was a family trip including my parents and a small child, we spent the whole time on premises for all dining and activities.

The Good: facilities are nice, the staff friendly and helpful, and the rooms some of the nicest we've stayed in by vacation club standards.

The Bad: food quality is inconsistent- a lackluster buffet our first evening followed by much better room service breakfast, cafe lunch and then a evening buffet all from the same kitchen. We suspected there was something wrong with dinner as the next morning 3 of us came down with day-ruining diarrhea - hence possible food poisoning.

The Ugly: When my wife and I explained this to the customer service rep, a borderline dismissive expat, the complete lack of empathy was shocking. He couldn't care less that part of our trip was ruined by a break down in food safety standards on Marriott's end. He even remarked that other people also had similar issues with the same restaurant and that "they take these things seriously and would certainly look into it"... wtf?! To make matters worse, we were harassed and insulted by an overly aggressive sales manager, and when we mentioned this, the rep cared more about defending the sales manager than even bothering to listen to our story. Adding final insult to injury, the rep's way of "making up for this" was to slash the sales tax on a last last chance package to enjoy the same Marriott club again (obviously we chose not to buy into the club nor will we ever be returning).

In conclusion, if Marriott is in the business of selling a memorable experience and great service, they've certainly hit the mark for us with this trip. Our family will definitely remember this experience and the wonderful lack of guest empathy.

1 star for our stay and experience.
1 extra star for the wonderful local staff, who we would like to acknowledge

  • Stayed April 2013, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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320 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    3.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Falkirk
Contributor
16 reviews 16 reviews
12 hotel reviews
Reviews in 13 cities Reviews in 13 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed April 8, 2013 via mobile

Wonderful service, a bit remote but great for chilling . Pool and public areas really well maintained and looked after. Very high quality apartments. Staff could not give more service - always a smile and typical Thai politeness.

  • Stayed April 2013
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Mumbai (Bombay), India
Senior Reviewer
8 reviews 8 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed April 3, 2013

Our experience at the Marriott Mai Khao was excellent right from airport pick-up to checking out. Staff was friendly and helpful. In the time we waited for our villa to be available, we even got to take a walk around and check if the location was suitable. The rooms are huge with a gigantic living room and I've seen studio apartments smaller than the bathroom in the master bedroom. The private pool adjoining the bedroom was handy to get into at odd hours. The villa is equipped with a fully functional kitchen, refrigerator and washer-dryer, the last of which was particularly handy. The Mai Khao beach is a short walk away and is a fantastic place to relax in the waves and to get massages.

The hotel offers a bunch of activities for tourists which we found to be quite expensive. These are day-long trips to different locations around including transport, meals and activities like canoeing. We were able to save over 60% on those by driving out to those places and talking directly with the boat-owners.

The only nit I'd pick is that the hotel is a fair distance away from Patong beach where all the night-life seems to be. So we ended up driving a fair distance all nights. For a relaxed beach vacation, fantastic destination.

Room Tip: Ground level villas have adjoining private pools. Food at 'Zest' is excellent (pan-asian cui...
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  • Stayed March 2013, traveled with friends
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hitchin
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed April 2, 2013

The villa is fantastic and really well equipped. There are washing machine and dryer which can be used for free. There is also complimentary internet access in the villa and across the resort. The pool is really nice and they have buy one get one free on cocktails from 4.30pm-6.30pm.

Since the resort is in a remote location and after reading reviews about the high taxi costs from Mao Khao we decided to get a Hire Car. We didn't have any issues at all and are really pleased that we decided to do this as it enabled to travel around the island. It also meant that we had a wide range of restaurants to choose from. The hotel restaurants are limited and expensive in comparison to other restaurants on the island. If you don't get a car then both Kindee and Jakkajan are really close and serve lovely food.

The Mai Khao Beach is really beautiful and very quiet. This is situated at the JW Marriott which you can access via free shuttle.

Overall I would definately recommend this resort.

  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
Senior Reviewer
9 reviews 9 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed March 24, 2013

The villa is fantastic and well equipped. There are washing machine and dryer which can be used for free. There is also complimentary internet access in the villa and across the resort. We chilled out at the resort most of the time during our four-day stay. The pool is great and we spent a lot of time there. Staff are friendly and helpful.

Since the resort is in a remote location, dining options are quite limited. We had a dinner at Ginger Taste at JW Marriott (connected to Marriott by free shuttle bus) which was quite nice but not spectacular. We also had in-room dining which was affordable and quite good. We also called for delivery from Kin Dee Restaurant which is near Marriott. The food was more authentic but the fried rice was disappointing. We also took a bike ride around the resort area (bicycles are available for use for 2 hours daily on a complimentary basis). We cycled to a small old town near the lake area to have lunch at a local restaurant there. The food was great and authentic but there were just too many flies!

The Mai Khao Beach is just okay so we did not spend much time there. We only went there to see the sunset.

  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
Top Contributor
85 reviews 85 reviews
41 hotel reviews
Reviews in 38 cities Reviews in 38 cities
58 helpful votes 58 helpful votes
5 of 5 stars Reviewed March 23, 2013

Last day of another brilliant week here. Have to thank the staff for they made all the difference. Starting with Mr Gee again to Apple, Champ, Sprite and the lovely ladies at the kids club. Participated in many activities like soccer, tennis, yoga, Pilates, kickboxing to name a few. Kids had some fun at Nintendo and crafty work as well as organic farming and desert making at the kids club. Apartments are spacious and well maintained. Overall excellent.

  • Stayed March 2013, traveled with family
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
Senior Reviewer
6 reviews 6 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed March 16, 2013 via mobile

This service is excellent as in all Thai resorts with all the friendly staff. While not located at the sea front, it is only a short walk from the beach which is secluded as compared to the hustle and bustle of Patong Beach. If you are looking for quiet getaway, this is an excellent resort to consider. Go for an outdoor cycling guided or on your own around the area or laze around the pool. To get around Phuket, rent a taxi on hourly rate!

  • Stayed March 2013
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Marriott's Mai Khao Beach

Address: Mai Khao Talang, Mai Khao, Phuket 83110, Thailand
Phone Number:
Location: Thailand > Phuket > Thalang District > Mai Khao
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( Wi-Fi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
#5 Family Hotel in Mai Khao
#7 Romantic Hotel in Mai Khao
#7 Luxury Hotel in Mai Khao
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Marriott's Mai Khao Beach 4*
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Also Known As:
Marriott Mai Khao Beach Hotel Mai Khao
Marriotts Mai Khao
Mai Khao Marriotts
Marriott's Mai Khao Beach Phuket

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