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.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.