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“Very disappointing”

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Sugar Palm Grand Hillside
Ranked #15 of 56 Hotels in Kata Beach
Certificate of Excellence
Reviewed August 25, 2013

In the past 4 years we have introduced friends and relatives to this hotel. This year we booked a family holiday. This was to be our 5th stay of 1 month's duration at this hotel. Sadly it was a disappointing experience. Despite contacting the hotel directly just 1 month before our arrival, their email response failed to inform us that the hotel was undergoing major renovations - in fact half the hotel & pools were out of action. The staff were apologetic on check-in & had given us pool access rooms to the main pool however it was very murky & green for the first couple of days then loaded with chlorine for the next few. Every member of our party fell ill within a week. The rooms are definitely in need of an update - stains in bathroom, dirty curtains, corroded stainless steel, fridge didn't function well, English speaking TV channels were limited to RT & Aljazeera, internet connection continually dropped out many times per day despite staff being informed, room service had been abolished. The frontline staff were as helpful as they could be however management seems to be resting on its past reputation to get through the current renovation/low occupancy period. We moved out after 2 weeks and spent the next 2 weeks in a new,quiet, clean hotel.
What a shame management didn't inform us of the renovations - we could have altered our plans, holidayed at a different time & avoided a disappointing review.

Room Tip: Renovations are due for completion in November. Upper rooms are currently being renovated.
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  • Stayed: July 2013, traveled with family
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2  Thank Rosie P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Reviewed July 30, 2013

I liked the hotel enough the first time to rebook a room at the hotel during my last trip to Phuket. A word of caution though to those planning to stay there or who have already booked their stay there: check the contents of the room against the inventory provided. I didn't and was accused of stealing their croc sandals when they could not be found in the room during the check out. I though it was a bit arbitrary seeing how I was neither told of the inventory or sign off on anything acknowledging responsibility of the contents of the room. For the record, I did not take their sandals, nor had I seen them in the room during my stay. In fact, I was only told of their existence (or at least that they were supposedly placed in the room) during check out. I offered to let the check out staff check my bags but they declined and were (apologetically) adamant that we would have to pay for the sandals. They eventually decided to not charge us for them, and rightfully so, how am I to take responsibility for something I didn't know existed or was told existed, but it was too late and was a real spoiler and a sucky end to my holiday. So yes, word of caution to would-be patrons, please check the inventory to make sure you are not made to pay for things you have not taken.

On the hotel itself, frankly there's nothing really about the Sugar Palm to be too excited about- the rooms are tired, strange stains in the toilet, loose floorboards around the swimming pool (to be fair, I think they were probably intending to fix it as the area around that pool was boarded up for the entire duration of my 5-day long stay), and less than spectacular views of either the other wing of the hotel or of the bustling Kata centre. What it has going for it is the price, which is fairly reasonable if you're only looking for a place to rest your head at night, and its location, which is near enough to Kata centre, albeit located on top of a steep slope.

  • Stayed: March 2013, traveled as a couple
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1  Thank theletterjay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 16, 2013

Checkin was a shambles,see above,but rest of stay without complaint. Rooms were clean and serviced each day efficiently.breakfast has variety enough to suit all tastes.pool could be cleaned more often but used beach most days.proximity to shops and restaurants excellents and although we are older the hill is not a problem

Room Tip: Check in was very poor. Told us pool access room we had booked was not available and offered us room...
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  • Stayed: July 2013, traveled as a couple
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Thank Janet K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 11, 2013

We arrived in Phuket and found out that the rate for a taxi to Kata cost around 1000 baht. But there is a tour agency service whereby we paid 200 baht each for a one way transfer to Sugar Palm Grand Hillside. Took a mini van with 7 others. The downside for this cheap ride are: they will drive you to their office which is 5 minutes away and advise you to buy their tour packages for a good 10 minutes. If you are not interested, just be firm in saying no thanks. But their tour packages are of reasonable price. The other down side is it takes more than an hour to reach our hotel because the mini van went into patong beach to drop off other passengers. Hotel quoted us 1000 baht per car per way for the transfer. Reasonable price if you don't want to squeeze with others on a minivan!

The check in was prompt and pleasant! We were given a room on the 8th floor (which we had to change 2 lifts in order to reach our room but no issue there). The room was gorgeous! Comfortable bed with 2 firm and 2 soft pillows for you to choose! Love the balcony especially! We booked the most basic room. We saw quite a few fireworks show from our balcony at night! The tv comes with a DVD player, and the drinks in the minibar (a beer, a coke and 2 bottles of water) are all on the house.

The toilet has got a huge and clean bathtub, and a separate shower with rain shower.

Breakfast was very disappointing, the spread was little and there are a lot of flies flying around the food.

Kata beach is only 5 minutes or less away from the hotel. It cost around 500 baht (we got it at 400 baht because the taxi guy didn't get any customer for the better part of the day!) to get to Patong beach if you want to visit the night market and clubs there.

The major downside of our stay here is that even with the do not disturb sign on, the cleaner still went into our room every single day to clean our room. So no idea why is there an option of putting do not disturb in the first place. If you plan to leave your room for a long period of time, remember to lock your valuables!

  • Stayed: July 2013, traveled as a couple
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1  Thank Greggyo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 11, 2013

We had really nice weekend here. Located 5 minutes from the beach, the hotel offered friendly hospitality, clean and quite room with all necessary facilities. It's worth mentioning unusual concrete design of the room that made us feel comfortable, cozy, and romantic at the same time. Also we enjoyed swimming in the sea-view pool of black. In general it seams to be good combination of price and quality.

  • Stayed: June 2013, traveled as a couple
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Thank Lan123lan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed July 10, 2013

I've actually booked for Sugar Palm at Karon Beach but they have transferred us on the next day due to their swimming pool closure without informing us in advance. However once we reached to Sugar Palm Grand Hillside, realized that it's much better than one at Karon. Loved the swimming pool but no lights at all after 6pm moreover tiles are black color and view from the top of the hotel overlooking to the sea. 5 mins walk to the beach and just steps down from the hotel to find the eateries easily. Breakfast was normal and the service was quite standard. Over staffed but they were not efficient enough to go for extra miles. They provide a Mac for pool access room is awesome but normally batteries for mouse and keyboard is flat. (Room attendances's initiative will solve the issue). After all we have enjoyed our stay there with my friends for 3 rooms 3 nights.

  • Stayed: June 2013, traveled with friends
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Thank BlissHotelManagement
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 30, 2013 via mobile

This was my second stay at Sugar Palm Grand Hillside since my first over three years ago and it was exactly as I remembered fondly.

We arrived late on Friday night, and the staff were friendly and prompt with checking us in and showing us to our room. I had originally booked a pool access room but changed at the last minute when a girlfriend decides to join me - the pool access only had king beds so in order to get twin beds (a double and a single) we had to "downgrade" to a spa suite with a jacuzzi on the balcony which we sadly didnt use! Actually, we didnt end up using the pool either, opting instead to wander down the road a few hundred meters to Kata Beach. Our room had a lovely view though I think would have been slightly better is we had been in the first building on level 4 - just that much closer to the pool I think would be a clearer view of the beach. We were on level 9 so further towards the back of the building with no view of the pool and just glimpses of the beach. But it was still lovely.

The room was clean and the beds were exceptionally comfortable - not the usual hard Thai beds, which was a nice relief! The bathroom is on the small side but the shower is large with a waterfall shower head which is always lovely after a day in the sun.

We made great use of the day spa facilities! The treatments were quite cheap and the girls were extremely lovely. It's tough competition in this are of Kata as there are spas everywhere but of you're staying here I can highly recommend it! I had a body scrub the first day and went back for a body wrap and facial - sublime.

Breakfast was included in our room and was plentiful and fresh.

We negotiated a late check out in lieu of our room downgrade which was handy for our late flight.

If you book airport transfers through the hotel expect to pay 1,000-1,200 THB each way. A transfer at the airport to Kata was 900 THB. Metered taxis seem to be hard to come by.

If you have a day, make sure to hire one of the brightly colored vans to take you on a drive of Phuket Old Town - gorgeous. A half day cost is 1,100 THB. He was great.

Looking forward to future stays here, not as far apart next time!

We booked a

  • Stayed: June 2013
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Thank MissRissMelb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Sugar Palm Grand Hillside

Address: 1 Khoktanod soi 3, Kata Road | Kata Beach, Muang, Kata Beach, Karon, Phuket 83100, Thailand
Location: Thailand > Phuket > Karon > Kata Beach
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Swimming Pool Airport Transportation
Hotel Style:
#10 Spa Hotel in Kata Beach
#10 Family Hotel in Kata Beach
#12 Romantic Hotel in Kata Beach
#14 Luxury Hotel in Kata Beach
Price Range: $44 - $203 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Sugar Palm Grand Hillside 4*
Number of rooms: 106
Official Description (provided by the hotel):
Unique, trendy treat and giving you a new kind of stylish sensual experience surrounded by cascading water from eleven multi-tiered infinity swimming pools set among beautiful tropical gardens, with superb views of Kata Beach and beyond from the chic and contemporary rooms. ... more   less 
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Also Known As:
Sugar Palm Grand, Hillside Hotel Kata Beach
Sugar Palm Grand Hillside Kata
Sugar Palm Grand Hillside Phuket/Kata Beach

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