Just returned from Khao Lak and a 10 days stay in this hotel. Whilst the hotel rooms are beautifully clean and well-appointed, the resort itself a haven of tranquility and perfect for the superb beach, together with access to excellent beach restaurants and massage huts, it does NOT deserve the 5 star TripAdvisor rating it currently enjoys. The resort is let down by poor and erratic management and training of staff and this is a great pity indeed.
The breakfast is good, but always a "Fawlty Towers" experience. Waiters were often delightfully chaotic and on several occasions our order was give to another table. If you are planning to get away for a day trip leaving at 08.30h, you are most unlikely to have been properly served or finished your food, even if you are the first to be seated at 08.00h. This was our experience. The beds are hard and we found them uncomfortable.
Our main problem was with the senior management whose customer care seemed inversely proportional to the amount of beer swigged in the reception area morning, noon and night, until the place was locked up around 9/10pm. He inspired little customer confidence, from our experiences. We were not met at the airport by a taxi, as we had requested in our email. Check in at 7pm was a shambles, as the room was seemingly "not ready" and we were asked to wait for "5 minutes" and then "another 5 minutes" with no offer of a drink after a long 20h+ long-haul journey. No paperwork was requested at all and the manager of this small hotel had no clue who we were. The bathroom light was never fixed during our entire stay and we gave up asking. We had no hot water in the room for over 48h and our complaints were answered with lame excuses and not even an apology. It was fixed only after I asked for a refund or suggested checking out to The Ramada next door. In the reception area we saw dirty dessert crockery left in situ for over 12h overnight and somebody's suitcase left unattended for a similar length of time - a reflection of laid-back attitudes which, whilst perhaps prevalent in Thailand are not appropriate for a hotel such as this. I doubt the Jacuzzi facility in the lovely pool will ever be fixed as this is a consistent comment in other reviews.
As a result, we cannot recommend this hotel to travellers who expect a hassle-free holiday, hence the average 3* rating. Such a terrible shame, as the hotel is otherwise a gem. If the owner/management continues in this vein I fear that deterioration in standards will be inevitable.