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“Poor customer service” 2 of 5 stars
Review of Outrigger Laguna Phuket Beach Resort

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Outrigger Laguna Phuket Beach Resort
4.5 of 5 Resort   |   323 Moo 2, Srisoonthorn Road, Choeng Thale, Phuket 83110, Thailand (Formerly Laguna Beach Resort)   |  
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Ranked #4 of 16 hotels in Choeng Thale
Norwich, United Kingdom
Senior Contributor
21 reviews 21 reviews
6 hotel reviews
Reviews in 12 cities Reviews in 12 cities
4 helpful votes 4 helpful votes
“Poor customer service”
2 of 5 stars Reviewed 2 days ago NEW

We spent two nights at this resort at the start of our recent two week break in Thailand and though the resort is attractive, the customer service left a lot to be desired. When we arrived at the resort after 15 hours of travel, we received a 20 minute sales pitch trying to get us to upgrade our room (at extortionate cost, including 20€pp for breakfast!). This was the last thing we wanted at that moment and it was surely obvious from our unimpressed reaction. When we refused for the fifth time, we were finally shown to our rooms, which happened to be placed as far from the pool and beach as possible (about a 6/7 minute walk as it's a big place). It seemed pretty obvious to us that this was a punishment for not agreeing to the upgrade. This soured our whole stay at the resort, even though the rooms were very comfortable and there was a nice pool. However, the beach is not great - it's very steep and no one was supervising swimmers.

  • Stayed July 2014, traveled with friends
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 1 of 5 stars Service
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Brisbane, Australia
Senior Contributor
25 reviews 25 reviews
17 hotel reviews
Reviews in 14 cities Reviews in 14 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed 6 days ago NEW

Comfortably away from the rat-race in the tranquil Laguna area of Ban Tao Bay, this resort in very nicely maintained. The resort itself is right on the beach although it was washed away during the high seas of the monsoon season, but that doesn't really take away too much. This is the 4th resort we've stayed at in Phuket and the staff and service here are the best so far. Also, the gardens and grounds are beautifully kept. The pool area is brilliant for both adults and kids, with a great water slide, an outdoor restaurant and a bar. Nice sun lounges. A kids club (which we didn't use because the pool took up all their time). Walk through the pool area to the end and theres a few little shops where you can buy the usual Thai trinkets, and you can get your washing done super cheap, and it comes back beautifully flooded and smelling sweet. Walk another 15 metres and theres a massage place where a bunch of Thai Ladies (about 10 in total) do nails, hair braids, massages - all fairly cheap too, not what you'd expect next to a resort. The resort has taxis on standby - they'll take you anywhere you want. As an example, we went to Patong for an afternoon (40 minutes drive), the driver waited 4 hours, brought us back, all in a very clean Toyota SUV, for TB1,400. The restaurants are great and cater well for kids - beautiful Thai or western food, flexible kitchen, excellent staff. Theres also a baby Elephant who visits each morning and afternoon and the kids can ride and feed her.

Room Tip: Family room has a King, a trundle bed and a day-bed which is made up as a bed (the kids loved it bec...
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  • Stayed July 2014, traveled with family
    • 4 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.
Tony P, General Manager at Outrigger Laguna Phuket Beach Resort, responded to this review, today
Dear Noodnut,
Thank-You for choosing to spend your family holiday with us at the Outrigger Laguna Phuket Beach Resort and for taking the time to share your feedback. It was great to read that you enjoyed your time with us and I greatly appreciate your kind comments regarding the service, pool experience and restaurants.
It sounds like you had a great holiday and I do hope we will have the opportunity to welcome you and your family back to Phuket for a fifth time.
Many thanks again and best regards
Tony Pedroni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed 1 week ago

We arrived at Outrigger late at night (around 11pm), and the staff were still very positive and attentive. We stayed in a sea view room with breakfast. The room was much better than expected, and the view of the pool and ocean was amazing.

On the first full day we had a day tour planned outside of the resort. We had breakfast at 7am, and the breakfast was very good - there is almost everything you could ask for. That day was my partner's birthday, and the hotel arranged for a lovely birthday cake in our room upon our return.

That evening we went for dinner at Metzo's. The food was very nice - and our waiter was very attentive and kind. I was a bit nervous about eating here due to previous reviews, but we had no issues at all.

The 2nd full day (our last day), we decided to spend the day in the hotel. We had to wait a while to be seated for breakfast at around 9am, but I've since found out that there was a large wedding party that decided to all eat breakfast at the same time. Normally they open 2 restaurants for breakfast during peak season, but as this is low season, i guess they did not expect such a situation for breakfast.

The pool is great - there are 3 and they were not crowded. The water slide is great fun, even for adults!

We had a late night flight on the way back, but were able to check out at 2pm, which makes a difference compared to 11am. The hotel keeps your luggage safe for you, and there is a shower room should you wish to freshen up before your flight home.

In the bar/lounge area in the lobby, there is a live "band" for want of a better word! There was a male playing the piano who also sang, and a female singer. Both singers were absolutely amazing, and it was great to sit and listen to them. They even got the children up to sing "Let it Go" from the Frozen film. The female managed to cope with songs sang by artists as big as Beyonce, Adele, Leona Lewis and many other powerhouses!!

I knew we were travelling during wet season, and that the sea would be rough. But the tide is in right up to the sea wall - so if you are going to Phuket for a beach holiday during the rainy season, think again. You can't walk along the beach either. This is normal for Phuket, so this is not a Bang Tao/Outrigger issue.

The hotel has their own baby elephant called Candy, who comes out twice a day to see the guests. The children loved her, and got to feed/ride/play with her.

We also decided to hotel hop, and visit some of the other hotels on the Laguna area. The Allamanda seems the cheapest of the lot - and i wouldnt stay there unless on a budget. We also visited the Banyan Tree - probably the best hotel on the Lagoon. I have to admit i was bitterly disappointed with the hotel. The lobby is nice, but the grounds/pool area look tired and theres just nothing to it. Perhaps the rooms/villas are fantastic, but I wasnt impressed with the hotel. Comparing the Outrigger to these 2 hotels, I would choose the Outrigger time and time again - based on value for money and overall look.

As a travel agent, i will be recommending this hotel to all of my clients. It's perfect for families, but also great for couples/groups that are just wanting to relax. The ability to use facilities of the other hotels in the Laguna is a major benefit, with endless options for eating - all at good prices too!

I'll be sure to visit again next year during peak season when I can enjoy the beach and ocean!

Room Tip: Upgrade to a Sea View for great views of the ocean.
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  • Stayed July 2014, traveled as a couple
    • 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.
Tony P, General Manager at Outrigger Laguna Phuket Beach Resort, responded to this review, today
Dear Christopher B,
I was delighted to read that you enjoyed a great holiday and would like to thank-you for taking the time to share your feedback. It was great to see you enjoyed the restaurants and pool side experience and thank-you also for mentioning Loen and Reyn who perform in the evenings on Icon Terrace. We are very fortunate to have them.
We look forward to welcoming you back to our resort in the near future and until then
With very best regards
Tony Pedroni
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Dubai, United Arab Emirates
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed 1 week ago

The reason I chose this hotel was the very good reviews however when i arrived my opinion changed. If you compare this hotel to 5 star hotels in Europe and middle east you will be disappointed.
As you arrive to the hotel it looks very impresive with first class service but as you go along you will see that it is very mediocre except the service which is truly impeccable.
we were very lucky to have the best suite in the hotel, a corner one bedroom suite right on the beach with great views and that was the highlight of this hotel if you can afford it.
The worst is the pool area which is grey and drab with no lush gardens. Pool Service is non existant if you are far away from the bar and restaurant unless you are lucky to catch a waiter passing by to place an order for food and drink.Once you get that oportunity the food and drinks are quite good.
generaly the pool area is not good and luxurious ( I have heard Ansagna has much better pool).

The breakfast is the worst, moved to the Italian restaurant for the duration of our stay,it was just sad and pathetic with horrible choices of food and stained carpets, it looked like something out of an american motel. The club facilities were not impressive either, although the venu is lovely they have cheap wine and undelectable apetizers. We used the club facilities only a couple of times.
Overall we had a great time all owing to that spectacular suite sitting right on the beach but otherwise if you are used to luxury hotels you will be disappointed.
Tastes of thailand are magical and we loved it. Laguna resorts (consisting of four hotels) have spectacular views and facilities. Great boat rides to different hotels and magnificent views. Overall if you get a good deal on this hotel then its well worth it. Otherwise if you are going in high season you may want to think bout other options.
At the end I have to add that every encounter with every member of staff of this hotel was truly memorable and exceptional. Congradulations to all the very kind ladies and gentlemen.

Room Tip: beach front rooms that are ONLY on the ground floor are the best and well woth the money.
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  • Stayed July 2014, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 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.
Tony P, General Manager at Outrigger Laguna Phuket Beach Resort, responded to this review, today
Dear Leili 123,
Thank-You for choosing to stay with us at the Outrigger Laguna Phuket Beach Resort and for taking the time to share your feedback.
I greatly appreciate your kind comments in relation to the quality of the suite and the service you received during your stay, however would like to offer my sincere apologies for the breakfast experience you highlighted in your feedback. Regrettably during the period of your stay we had to temporarily close our Locavore restaurant in order to make an upgrade to the kitchen. While this work has now been completed and our breakfast service has returned to normal, I would like to again apologize for the less than satisfactory breakfast quality you experienced during your time with us.
Thank-you again for taking the time to share your feedback and if I can be of any assistance to you in the future, please do not hesitate to contact me at any time
With best regards
Tony Pedroni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Reviewer
5 reviews 5 reviews
3 hotel reviews
Reviews in 5 cities Reviews in 5 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed 1 week ago

We have recently returned from a week at this beautiful resort and can't recommend enough ! We have stayed in many 5 star resorts around the world and this would be top 2 or 3. We travelled with our teenage kids and splurged on a 2 bedroom villa which none of us wanted to leave. (Royal Siam villa....just superb and massive !) All staff were wonderful. The pool area was fantastic. The beach offered a great outlook but the red flags were up every day which didn't bother us as we aren't beach swimmers as such anyway. Definitely would recommend the club upgrade too. Fantastic breakfasts ! We also did the Asian cooking class. Another highlight of our trip ! Not really sure what the issue is with supposedly being isolated ? Sure there aren't night clubs next door but there is so much in terms of restaurants and shopping etc within short taxi distance. Perfect for families. We've all said it will be difficult to beat the experience we had at the Outrigger in future trips !

  • Stayed June 2014, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Rooms
    • 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.
Tony P, General Manager at Outrigger Laguna Phuket Beach Resort, responded to this review, 5 days ago
Dear KelMac39,
I was delighted to read that you enjoyed a great family holiday and were happy with the space and quality of accommodation offered in our 2 bedroom villa. Thank-You also for highlighting the Thai cooking class, club experience and service you received during your stay.
I also believe that our beach location in the resort area of Laguna has so much to offer and it was great to see that you enjoyed the many restaurants and shops that are widely available in and around the resort area.
Thank-You for choosing to spend your holiday with us and for taking the time to share your feedback which we greatly appreciate
With very best regards
Tony Pedroni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
HK
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 6 cities Reviews in 6 cities
9 helpful votes 9 helpful votes
5 of 5 stars Reviewed 1 week ago

We choose Outrigger after travelling thru Thailand with our kids. All we (well, the kids) wanted was a hotel at the beach and a nice pool. Kids loved the water slide. Staff was very attentive and friendly. We traveld during low season and the pool was never crowded, just had a nice friendly feeling and we enjoyed our time. Room was ok for us four, but not too big (we hardly stayed at the room anyway). Keep in mind that Taxi service from the hotel is a rip off as Laguna is not very popular with Phuket taxi drivers (too far out).

  • Stayed July 2014, traveled with family
    • 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.
Tony P, General Manager at Outrigger Laguna Phuket Beach Resort, responded to this review, 6 days ago
Dear NDBHK,
Thank-you (and your kids) for choosing the Outrigger Laguna Phuket Beach Resort for your recent Phuket family holiday.
I was delighted to read that your kids had fun in the pool and on our water slide and would also like to thank-you for highlighting the attentive and friendly service you received throughout your stay.
I do hope we will have the pleasure of welcoming you and your family back to our resort for a second time and until then
With very best regards
Tony Pedroni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Melbourne, Australia
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed 2 weeks ago

My family and I spent 11 nights at the Outrigger, together with another family. In total 5 children (aged 12 – 6) plus 5 adults.

Upon arrival the staff were attentive and greeted us with cold drinks and towels and after filling in the paper work for about 10 minutes we were escorted off to our rooms. Which was a great effort considering it was about 9.30 in the morning. Early check in and late checkouts were no hassle for these guys at all.

The rooms were relatively spacious, modern and very clean. Although having stayed in a Villa twelve months ago in Fiji not having the extra lounge room space to sit down and relax in the evening was really missed. Not the hotels fault but I’d definitely look at the Villa for a larger family on an extended stay.

Now the attraction for us to this resort was two fold. It’s proximity to the beach, it has it’s own private beach and the pools, one has it’s own water slide.

The kids loved the water slide and it kept them entertained for hours and I mean hours. The stand out here though was one of the hotels staff, a young guy called Golf. He worked around the pool but spent so much time playing with the kids it was incredible. He would literally let them ride him down the slide and play games with them in the pool nearly every day. I think they looked forward to playing with Golf more than playing in the pool or on the slide. Now I’m not sure if he has been placed there strategically to keep the kids entertained or if he is just an outstanding person. But when the kids were happy, the adults were happy and that resulted in increased bar profits. A message to the hotel management, this guy is a star.

Now the beach, if you have looked at the hotels web site you will see beautiful pictures of a lovely beach with pure white sand. It has deck chairs running the length of the resort and an expansive area of beach between the resort and the ocean. In reality it’s very different. There isn’t room to sit on the beach, the sand is far from the pure white as is depicted, and the erosion significant with a large drop off from the resort to the beach. Now I understand marketing, but seriously either this picture was taken many, many years ago or it has been touched up. Unfortunately it’s really misleading.

To keep the kids entertained there is also archery, tennis, golf driving range (net) basketball, pool table, video games, squash court and badminton courts. So there’s plenty to do. Don’t forget Candy the elephant the kids loved the visits, feeding her and the showers.

There are only two restaurants in my view, Locavore and Metzo's Bistro. The Edgewater was nice and easy for lunch by the pool. Locavore is the place to go for breakfast and dinner and the quality and service provided for both sittings was exceptional. Metzo’s to be a blunt was a disgrace. We had two serves of lasagne that we frozen and when returned to us they were popped into the microwave and brought back out, yes the same serve. We had incorrect orders and the service was just poor.

I’m not sure if it was coincidence or not but by 3.00am the next morning my wife was really ill. I phoned reception they had a car waiting for us and took us to the doctors (only 3 minutes drive from the hotel). A little over 24 hours later she was back to normal. Again the hotel staff were fantastic and couldn’t have been more helpful. The restraint manager also met us the next morning who could only really apologise for the Metzo’s experience. To his credit we didn’t end up paying for the experience.

There is a large lake that links the Laguna resorts and they run a free boat service every 20 minutes or so that will take you from resort to resort. It’s a fun way to travel for the kids; you can see other resorts in the Laguna complex or dine at other restaurants. The lake also offers water sports but you would be a braver man than I to jump in there.

Overall the staff really made the stay pleasurable but would I go back again???

P.S If your into your golf Red Canyon is a must, but take plenty of balls.

  • Stayed June 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tony P, General Manager at Outrigger Laguna Phuket Beach Resort, responded to this review, 6 days ago
Dear Aaron M
Thank-you for choosing to spend your family holiday with us at the Outrigger Laguna Phuket Beach Resort.
I was happy to read that you had a pleasurable experience and thank-you for highlighting the service your family received during your stay in particular from Khun Golf in our recreation department.
I would however like to add my apologies for the uncharacteristically poor experience you had in Metzo’s but was glad to read that our restaurant manager quite rightly reversed the charges for the meal in question.
In reference to the Beach, I would just like to mention that regrettably in Monsoon season it is natural for erosion to occur on many of the beaches located in Phuket. When the season changes, the beaches regenerate themselves naturally and are truly pristine as shown both on our website and in photo’s also posted on this travel site in previous reviews.
Thank-you again for choosing to stay with us and for taking the time to share your feedback. I do hope you will consider returning to our resort in the future and until then
With very best regards
Tony Pedroni
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Outrigger Laguna Phuket Beach Resort

Address: 323 Moo 2, Srisoonthorn Road, Choeng Thale, Phuket 83110, Thailand (Formerly Laguna Beach Resort)
Phone Number:
Location: Thailand > Phuket > Thalang District > Choeng Thale
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Top resorts Hotel in Choeng Thale
#1 Family Hotel in Choeng Thale
#2 Romantic Hotel in Choeng Thale
#3 On the Beach Hotel in Choeng Thale
#3 Spa Hotel in Choeng Thale
#3 Luxury Hotel in Choeng Thale
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Outrigger Laguna Phuket Beach Resort 4.5*
Official Description (provided by the hotel):
Located between a tropical lagoon and the sparkling waters of the Andaman Sea, the property features the finest in accommodation – all completely renovated with modern interiors subtly blended with contemporary Thai touches.The resort occupies a prime position on the famed Bangtao beach where white sand and calm, clear waters combine to create an idyllic tropical setting. The absolute beachfront location provides easy access to beach activities for families and couples alike.For guests seeking a more personalized experience, the resort now boasts a dedicated Club floor (the only such facility in the area). Club floor guests will enjoy a private breakfast venue, snacks and drinks throughout the day and themed cocktail events in the evening.All guests also enjoy access to the Banyan Tree and Angsana Day Spas, championship 18 hole golf course, wedding chapel, and signing privileges at over 30 restaurants and bars that form part of the Laguna Destination Resort. ... more   less 
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Also Known As:
Laguna Beach Hotel Thalang
Laguna Beach Thalang
Laguna Beach Phuket
Laguna Beach Resort Phuket
Outrigger Laguna Phuket Beach Resort Thailand

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