I have stopped writing reviews for a while, cause I thought was very little value-add in my reviews in recent years. however, I felt that it was important to set everyone's expectations right before they book.
Our friends are getting married on the weekend of 26 Jan, so we booked 4 nights for 2 couples -> 2 double rooms through booking.com 3 months ahead, emailed a day ahead to request that our rooms next to each other.
Check in: staff insisted that breakfast was not included despite it was stated in our voucher. as we arrive later than our friends, we checked in later: was told to wait for another hour because there was no rooms (at 3pm), then when we said that it was not acceptable, a room in another block was available all of a sudden. the 1st room allocated faced the construction, watching others build was not what we expected on a resort holiday, so we went back the long winding corridors to the reception and told them that we will not stay in such a room. And again, there was another room available immediately (that was at 3:20pm) next to our friends room! It felt as though we had to fight to get our preference, requesting anything once was not enough.
Rooms: the deco and room were tired, but functional and met basic needs. beds were large, shower strong and air conditioning was adequate. the 2 faults of our rooms: cupboard door doesn't close not matter how we try, as a result, the lights in the cupboard is permanently turned on. the black out curtains doesn't close all the way, we will be asking them to fix it on the way out today.
Location: it's on Surin beach, apparently a posh area. Well, not exacltly on the beach, since you have to cross the road to get there. The said beach has many clubs (all inclusive lunch, towel and deckchairs) to meet the needs that is not met by the hotel. plain rental of deckchairs cost about 120bhat a day, all inclusive with nice music comes at a few thousand Bhatt. a trip to patong by car cost 500 Bhatt, we returned via tuk tuk also cost the same. from the airport, it was 700 Bhatt or 400bhat if you can bargain with the meter taxi drivers in thai like our friend did.
Pool: full of children and family, we snuck to either the Twin Palms pool or the beach mostly.
Breakfast spread: so breakfast was included after all, and the did not even ask for our room number when we sat down, surprise! settling table needed to be explained patiently 3x to the staff, and when butter or other food run out, we have to tell the staff and was told with a stern face where it should be. we smiled and told them that it ran out after walking with them to the spread, only to be told to stand at the spread to wait after the staff disappeared to the kitchen for a minute. my husband kept reminding me that its a 4 star, and I think I tend to expect better service in Thailand.
wifi: am writing this at the breakfast table since our room has patchy wifi. apparently the wifi only is available at the pool, breakie and reception area. we were lucky we had a room close to the pool, so some wifi was possible. but I recall that I booked this hotel for its wifi connection. or maybe I am just frustrated since check in with the service.
hope this helps with making decision to book.
if I have to stay on Surin for another wedding, I will probably stay here again, with adjusted expectations. the staff generally don't look happy, management is nowhere to be seen and we are painfully aware of that.
but with the plentiful choices of Phuket, I rather go another less crowded beach/resort like Indigo Blue (went last Jun, similar pricing, tired looking as well, service was less trying, large rooms with less winding corridors and 3 large quiet pools). no doubt, this place is great for families with children with the endless list of amenities, so it's really up to ur needs.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Lou Lou
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thank you for taking the time to complete a review during your recent stay at Doubletree Resort by Hilton, Phuket - Surin Beach.
I note your frustration at requesting rooms near to one another at the time that you booked. With the Resort being completely full at this time of the year, we will certainly do every thing possible to meet all such requests, but to meet your requirements upon check in given the 24 hour arrival and departure patterns of guests is why we do not guarantee such requests. Regardless, please accept my apologies and I am glad to see we eventually di meet your request.
Secondly, I am little at a loss as to your comment on rooms facing a construction zone? There is no major construction taking place in the vicinity of the Resort.
The Resort is marketed toward families and at this time of the year, there are many families staying with us during the holiday season. The great part about the resort is its close proximity to the beach which provides options as you note.
Your perception of the management not being visible may be skewed by the fact that our management team is Thai, with myself as the only foreigner. I met a number of other guests in the party attending the wedding and I am sorry I did not meet you so we could have gone over your concerns face to face.
I am glad you suggest you would return and I a confident a number of the minor service issues you highlight will have been corrected.
Thank you again for completing a reveiw and please accept my apologies for not meeting your expectations in all areas.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.