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“The last part of our Thailand trip worst of all” 2 of 5 stars
Review of JW Marriott Khao Lak Resort & Spa

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JW Marriott Khao Lak Resort & Spa
5.0 of 5 Hotel   |   41/12 Moo 3, Khuk Khak Beach, Khao Lak 82190, Thailand   |  
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Ranked #5 of 60 Hotels in Khao Lak
Dubai, United Arab Emirates
Senior Contributor
47 reviews 47 reviews
19 hotel reviews
Reviews in 18 cities Reviews in 18 cities
34 helpful votes 34 helpful votes
“The last part of our Thailand trip worst of all”
2 of 5 stars Reviewed September 9, 2013

We had been so looking forward to the 3rd part of our Thailand trip but I will never return here again.

We arrived in the late afternoon after a 1 hour flight and aprox 2 hour drive. We were taking into the reception area by a bell man with the name of Sopon. We are asked to take a seat in one of the coaches and immediately after that this Sopon came to my husband asked in a very rude manner for our passports, the voucher which we didn't had since we booked true the Marriott website and our credit card. My husband stood up and went himself to the front desk to check us in.
My husband asked if we could get an upgrade so we would also have one of these rooms with direct access to the swimming pool the girl at the front desk said it wasn't possible but if he would pay it would be possible, either you have this room available or not. So my husband wished to speak to the Front officer manager Mee was her name she wasn't very friendly to my husband and not very professional either.
She wasn't willing to give us an upgrade so, we were given luckily a corner room on the 1st floor so the good thing was we had no neighbour on top of us. But we did had to walk very far to get access to the swimming pool.
So we were already very disappointed about the entire unprofessional check in procedure. Obviously they prefer package tourist then an individual the way we were welcomed.After checking in we unpacked by that time it was already time for dinner we didn't even have time to take a look around the property anymore it was already dark.
Since we had just checked in we did not have a dinner reservation so we first had a look at the Japanese restaurant but we didn't had space there so we went to the Thai restaurant. The service was excellent as well as the food and Rose one of the waitresses took very good care of us and was very friendly. One of the waitresses from our stay in Rayong had given us some names from colleagues in Khao Lak so we should ask for them. The next morning we woke up early so we went immediately out to explore the resort and find out the place where to go for breakfast. The restaurant was located near the beach and it was very busy already when we entered. Nobody bothered us so we could easily walk around and have a good look what they were offering. The breakfast was a real disaster not at all JW Marriott standard there was no smoked salmon any where near and they had put entire block of cream cheese out of the package on the buffet.
Since they had given us a resort map upon check in we knew there was a Deli located below the reception area. So we walked over there and took seats we ordered 2 coffees and 2 croissants. The manager was a young lady from Switzerland her name was Rahel and she was very friendly and professional. We told her the story about our check in and that we were so shocked by the very low quality of the breakfast buffet. We ordered 2 more coffees and a Danish and a croissant.
My husband asked for the bill and she told us she was taking care of it she treated us like real guests so each morning we would take our breakfast at the Deli. Rahel also gave us some good tips what to do and what not to do we were very grateful for all the help and support. She is a truly wonderful person very Marriott, excellent customer service. The first day it was very cloudy so we took the shuttle bus at 11.00 am to go into Khao Lak town but we couldn't find a taxi to take us back to the hotel so we walked around a bit and I went for fish spa did some shopping and waited for the shuttle bus to come back a 1.30 but we still managed to sit by the beach for some time and went for a beach walk. We had lunch at one of the local restaurants on the beach. In the evening we went for dinner to an Italian restaurant Antonia next to the entrance of the hotel. We had both a pizza so not much can go wrong with that, my husband has also caprese salad which was a very nice portion. It wasn't anything special but not bad either.
The next morning we woke up much later and with grey sky and rain so we were not in a hurry to go for breakfast since we couldn't do much. While sitting in the Deli we started talking to a couple these people were also living in Dubai. They had booked a trip to go wash the elephants so they were not sure what it would be because of the bad weather, later on we heard from them that is was fine they didn't have rain where they were. After breakfast I went for massage and my husband was waiting for me in the meantime it had stopped raining.
But we hadn't reach our room yet or it started again so we had lunch at the Deli as well and because we were not sure what the weather would do we made a reservation at the Japanese restaurant for dinner at 8.00 pm. In the evening it had stopped raining finally.
One of the evenings I can't recall exactly when but around 7 pm we were getting ready for dinner we had a power cut it took a very long time before the generator kicked in we were in our room so my husband looked for the emergency flashlight in the wardrobe but that wasn't in working order. We had 2 more power cuts within a time frame of 1/2 hour. On our way out we passed the reception desk to inform them about the not working emergency flashlight. By the time we came back from dinner we had our flashlight back in working order.
After the rainy day from yesterday we had the rest of our vacation sunny day only 1 time rain not for very long which was ok.
That evening we had dinner in that beach restaurant we had been before and our Dubai friends were joining us it was a beautiful evening.
The following day was a beautiful day again so we could enjoy the beach and pool and went for a long beach walk we only made it back just in time before dark that evening we had dinner at the Olive restaurant with our friends who made reservation for all of us. The food was nice we all enjoyed that.
Our vacation in Thailand was coming to an end it would be our last day se we wanted to enjoy the beach as much as we could and had drinks on the beach. At 5 pm we were all going to take the shuttle bus to Khao Lak Town and maybe have dinner there for our last night but we ended up going for dinner in the Thai restaurant near the entrance of the hotel it wasn't bad but the food on the beach was nicer.
We had arrived on 22nd of August until 28th of August we did not receive any beach towel as well as room towels without any stains on it. The phone attached to the wall in the toilet had a layer of dust on not from 1 day but from weeks, it had never been touched or cleaned during our entire stay. We also found it a real disgrace that they would charge the guests for the small bananas which the kids can feed to the elephant which is coming to the property 2 times a week. These small bananas grow everywhere and cost nothing so why don't give them like that to the children it's fun for the children it doesn't have to cost anything. You can get that money back in another way but not from the children.
The property needs some serious maintenance and renovation you can see this on the attached photos. We never had the chance to meet with the GM.

  • Stayed August 2013, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 3 of 5 stars Service
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    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
Traveler tips help you choose the right room.   Room tips (481)
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Brisbane Australia
Senior Contributor
45 reviews 45 reviews
32 hotel reviews
Reviews in 28 cities Reviews in 28 cities
45 helpful votes 45 helpful votes
5 of 5 stars Reviewed September 8, 2013

Stayed here last year for 6 nights and it was that good we came back this year for 8 nights and it was still paradise. This is the place to totally unwind and relax. If you are looking for action go else where as there is not much to do in Khao Lak in low season. The resort is set on a beautiful clean beach. The pool here is just the best. 3.2km of pool to laze away in. We had a pool access room which was just great. The rooms are beautifully decorated Thai style.The buffet breakfast is 1st class. What sets this place apart is the staff. All of them are friendly, polite and willing to help. Management should be proud of them all. Eating and drinking here can be expensive. But on saying that, there are a few great Thai restaurants on the beach where the food and drinks are great for a fraction of the price. They also do massages, laundry,motor bike rental, arrange tours and transfers to Phuket airport. You will save a lot of money using their services (e.g. Hotel transfer 1 way to airport 2500THB Blue Mist Restuarant $1200THB). On saying that we found the Blue Mist on the beach the best for everything. We will come back to the Marriott again as we just love it here.

Room Tip: Ask for a pool access room in block 1 or 2. The hotel tends to reserve these for couples. Blocks 3...
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  • Stayed September 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 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.
Senior Contributor
21 reviews 21 reviews
15 hotel reviews
Reviews in 16 cities Reviews in 16 cities
8 helpful votes 8 helpful votes
4 of 5 stars Reviewed September 5, 2013

The JW Marriott Khao Lak is about a 90 minute drive from Phuket airport. The hotel will arrange transfers for about $90 USD each way but you can get there for about $50 through other services.

The welcome is wonderful and friendly.

The rooms are nice. We had a pool access room for both visits. This is a must. They really make the stay. With one of the biggest pools I have seen, having direct access to it is very enjoyable and allows to to dip in and out at any time.

Another must is the breakfast. Again one of the better ones I have had.

I didn't care to much for the other restaurants and much preferred the ones on the beach where the food is very very good and dirt cheep. It is also nice to have your feet in the sand for dinner (Mumas).

The hotel itself is starting to get a little run down but is still kept very clean.

All in all I would recommend this hotel if you are looking to get away from the hustle of the all and just stay in a nice place.

Room Tip: We love rooms from 1028 to 1031 as it is a bit out of the way but close to the beach.
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  • Stayed September 2013, traveled with friends
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 4 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
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Kuala Lumpur
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed September 5, 2013

This will be our sixth or seventh visit to the JW Marriott Khao Lac from when it first became a Marriott hotel a few years ago. Living in Bangkok we have a lot of choices and have been to most of the local islands so why do we come back here? We love the flat walking beach, birds and lakes and often wave less sea, the great swimming pools and the excellent food on offer at the coffee shop/deli for lunch and the great breakfast with plenty of choice and the evening dinner outside with excellent Indian options.

Yes its a bit of a hike up from Phuket airport but believe me unless you really want the noise and mess of most of Phuket you will do better to seek out a bit of what Thailand is all about. Don't stay in the hotel all the time, try to get to some of the fine inexpensive sea food restaurants in the little town and use the shuttle service-well worth it.

All in all we will be back in November and as usual the staff will be kind, attentive and make us feel very welcome as they have done on every visit. It is clear to see that staff training is ongoing and now reaches excellent levels, and if there is the odd misunderstanding then you try learning Thai and you can then forgive any errors.

This is a great choice and we travel a lot in Thailand and around Asia, either hire a car in the airport and drive ( carefully ) yourself or request the van pick up so that you can relax all the way.

  • Stayed December 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 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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Melbourne, Australia
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
22 helpful votes 22 helpful votes
1 of 5 stars Reviewed September 5, 2013

Asked advice from the tour desk for the safest elephant ride and they told me it was best to use 'Marriot taxi' to take us to the elephant ride, I was told that they would bring us to the place and then collect us after the ride. Specifically asked for the ride that included the waterfall. Wanted the safest possible option for a 5year old to enjoy. Went to the elephant camp, once we arrived we were shown two price lists, as guest of the Marriot ours was the most expensive. Thinking this was the safest option as advised by a 5 star hotel thought all would be okay. Once we were in the jungle our elephant rider kept spitting some foul red 'gunk' and then towards the end of the ride kept asking for a tip, the tour did not include any waterfalls. Felt very vulnerable and scared. Once we got off the elephant i was told that the car would collect us in 15 minutes, then i was advised that they called and would could not collect us and we would have to pay more to go back to the hotel. Finally was able to use someones phone to call the hotel and then was finally collected. When the car returned being very upset i asked to leave immediately but they had to go and have a 'chat'. We returned to the hotel and I made a formal complaint to the manager MS. POON, I was advised that she would get back to me and she never did.

Stayed August 2013, traveled with family
Was this review helpful? Yes 9
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hong Kong, China
2 reviews
4 of 5 stars Reviewed September 4, 2013

Choose this resort if you want to calm down and relax totally. Enjoy the hotel beach and the XXL pool, actually the whole facility is surrounded by the pool. Want to do yoga on the hotel beach with a instructor in the morning? No problem.
Just enjoy the days without being disturbed.

Room Tip: if you like swimming, choose a room with pool access
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  • Stayed November 2012, traveled as a couple
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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Perth, Australia
Senior Reviewer
8 reviews 8 reviews
7 hotel reviews
Reviews in 8 cities Reviews in 8 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed September 3, 2013

This is a such a great resort with very well trained staff who work hard with a smile for everyone. The room, although slightly dated in decor, had a luxurious large comfortable bed and although it's a large resort, we never seemed far from the pool, beach, restaurants or bar. The pool itself is the biggest I've seen in S.E. Asia and consists of 3 large pools and a lazy river type pool that wraps around the resort so you can swim for what seems like miles around the place. The ground floor apartments in one area have direct pool access, which is a great idea. The breakfast on offer covered everything you could want to eat, and if the buffet didn't have it they would make it. We tried the Thai and the Italaian resturant on site and both were of a high standard....albeit a little pricey...but...hey it's a 5star resort we expect it. There's a shuttle bus service for 200 bahts that will take you into Khao Lak where there is a nice selection of local restaurants and a market that operates a couple of times a week, and, just immediately outside the resort there's a great little thai restaurant where you can eat a whole lot cheaper than inside the resort.....and an Italian restaurant which serves great pizza and the best coffee while we were there. Happy hour at Czar's bar brought the prices down in line with the normal bar prices outside the resort, and the bar staff ( Tom was one of them ) were the perfect hosts and like the rest of the staff at JW Marriott were faultless. I recommend this resort.

Room Tip: Although we didn't have a pool access room....I would take one the next time
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  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 5 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.
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Additional Information about JW Marriott Khao Lak Resort & Spa

Address: 41/12 Moo 3, Khuk Khak Beach, Khao Lak 82190, Thailand
Location: Thailand > Phang Nga Province > Khao Lak
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( Wi-Fi ) Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Family Hotel in Khao Lak
#3 Spa Hotel in Khao Lak
#4 Luxury Hotel in Khao Lak
#4 Romantic Hotel in Khao Lak
#5 On the Beach Hotel in Khao Lak
Price Range (Based on Average Rates): $$
Hotel Class:5 star — JW Marriott Khao Lak Resort & Spa 5*
Number of rooms: 297
Official Description (provided by the hotel):
Discover the treasures of Khao Lak at JW Marriott Khao Lak Resort and Spa. The pristine white sand beach stretches for miles, melting into the exquisite azure waters of the Andaman Sea. This is Khao Lak, Thailand - a hidden paradise of sun, sea and sand, as well as lush tropical greenery, granite mountains and stunning waterfalls. The vast landscaped area within the resort grounds makes the resort an ideal outdoor venue for incentives or themed events, weddings or product launches. At Marriott Hotels and Resorts®, it's our mission to make every business trip a pleasure and every vacation a trip of a lifetime. Enjoy amenity-filled guest rooms, superb dining, and exemplary meeting facilities. ... more   less 
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Also Known As:
Jw Marriott Khao Lak Resort And Spa
Jw Marriott Khao Lak Hotel Khao Lak
Cher Fah Hotel
Cher Fah Resort

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