Twin Sands Resort was a disappointment. The rooms were excellent 5 star, however the level of customer service and feel of the place was cold and unfriendly.
From the moment we checked in, the feeling was awkward and cold. We stayed a week and thought/hoped it would improve. But other than a very nice male waiter smiling in the restaurant at lunch and a nice male porter who helped us with bags, all the other staff we met were either cold or downright unhappy. The level of English spoken by staff was quite basic which may have contributed to the cold feeling. In the week we were there the pool bar was out of order for no apparent reason. If one wanted a drink, one had to get out of the pool, walk all the way around to the bar near the restaurant and through the air conditioned check in foyer.
TIP: If the pool bar is not operating or out of order indefinitely perhaps it would be good to have a waiter/waitress stationed at the pool bar to go get the drinks from the other bar.
But by far the worst thing was the attitude of some of the Absolute Sales staff who were showing potential time share investors through the place. Not once in the many, many times they walked past us at the pool or stood over us whilst eating lunch in the restaurant admiring the view, or stood waiting for the shuttle bus, did they smile, say hi or excuse themselves for interrupting. Nor did they ever offer us a ride to town in their Absolute cars with vacant seats returning to Patong. That only increased our feelings of coldness (despite the oppressive humidity) of the resort.
The other major draw back was the location of the Absolute Twin Sands resort, high up on a steep hill about 4.5km hard walk from Patong beach. The resort had a shuttle bus which was totally inadequate and the times it ran conveniently ensured you were at the resort during Breakfast, Lunch and Dinner. Basically no buses to Patong until after 10am, none during lunch and none for the 3hour period during dinner.
After our check in experience, my wife went into the spa and gym area to have a look. When she said hello to the girl at the desk she was given a grunt and a disinterested look as a greeting. Cold, bordering on freezing! Obviously she didn't use the services of the ispa after that.
We ate lunch at the Blue Mango Restaurant early in the week and the male waiter was very smiley and attentive to our needs. However, the (Caucasian) restaurant manager/supervisor, was required by the waiter to help with a cash register issue. No worries, except that he totally ignored us and was basically cold/grumpy and completely unfriendly despite me saying hello to him. He did not even acknowledge us with a nod or even a smile. Not good enough buddy I hope you read this review.
We were so offended, we decided not to bother eating at the restaurant again for the rest of the week. Sadly we had read some trip advisor reviews of the restaurant saying how great it was and were excited to try it.
However, we quickly found another nearby resort restaurant (Merlin Beach) where the staff were happy to see us and treated us like kings and queens during dinner every night. Even serenading (Spanish/Mexican style) us on the last night for about 20 minutes with a great guitar duo. Merlin also had a band playing music every night in the bar until 11pm. We met friendly and happy guests. I know where we'll stay next time!
The nicest person we found at the Twin Sands resort was the resident cab driver, Peter Chai. He was very nice and helpful. Due to the lack of transport we used his cab into town daily. Due to his friendly personality, later in the week we decided to get him to give us a tour around Phuket Island. He was very informative and a great tour guide. Thank you.
The resort was very noisy during the day with lots of building work being carried out and heavy machinery making noise most of the day. There were also a bunch of dogs floating around the gate of the resort that were quite hostile and tried to bail us up everytime we walked outside the resort.
Another disappointing thing was the amount of rubbish we saw lying around outside the resort surrounds. It could have been a pretty place but everywhere there was rubbish either dumped in large quantities or just thrown and strewn just outside the bounds of the resort or along the footpath on the long walk to the resort.
I spoke with another guest at the resort and he was of a similar opinion that the staff were poor in English, unhappy and a bit cold.
TIP: Smiles are free and give guests the feeling they are wanted and valued. Maybe some training in effective customer service communocation strategies could help.
- Official Description (provided by the hotel):
- Absolute Twin Sands Resort & Spa is a stunning resort with panoramic ocean views, contemporary apartments and five-star service, all in a spectacular peninsula setting on the tropical island of Phuket. ... more less
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- Also Known As:
- Absolute Twin Sands Resort & Spa Patong, Phuket