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“Beautiful property”

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JW Marriott Phuket Resort & Spa
Ranked #3 of 13 Hotels in Mai Khao
Certificate of Excellence
Shanghai, China
Level 5 Contributor
26 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Beautiful property”
Reviewed January 20, 2013

Beautiful property, bit far from everything, perfect retreat for couples, families, close to airport and speed boat harbor for day-tours.
Bring your own room slippers and make sure you get your daily shampoo, shower gel, etc.
Service is 4+***- nothing is perfect, however staff are all helpful and willing to make your holiday memorable.
Cabs reach easily, they have private transportation cars too, less expensive than hotel's limousine.
Would definitely go back!

Room Tip: Higher floors rooms have stunning view over the ocean
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  • Stayed August 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Sunnynxb
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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London
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
Reviewed January 14, 2013

The hotel was fabulous. The location on a 14km beach is stunning. The beach is part of national park and seems to be alway pretty empty. We had the most "basic" room, compared to european standard this was a huge, luxurious room with a large modern bathroom. Very good house keeping, done twice daily. The best breakfast I have experienced in any hotel. The choice was amazing. Good selection of restaurants, even if pricy. Note that 10% service charge is added to all prices. The pools were very nicely designed although may get a little crowded in high season. We did enjoy the cool lemon grass scented towels and little refreshing bowls of fruits handed out by the pools. In general service was excellent. We particularly enjoyed out spa treatment. The massage was fantastic. To summarise if you are looking to get away from it all and a spot of luxury it is a place for you but be prepared that it will not be the cheapest holiday.

Room Tip: Choose room on top floor (3rd floor) as this way you will not hear people above you which will make...
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  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank AEPLondon
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dallas, Texas
Level 3 Contributor
12 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed January 8, 2013

I struggled with 3 or 4 stars. 4 Stars for the property itself, 3 stars for the service.

Let me first say I'm a Platinum Premier member with Marriott so I was extremely disappointed with the check in and check out experience with the hotel, as well as the concierge/restaurant booking process.

We pre-paid and booked this trip 6 months out at rack rate, no excuse to not have everything right, from the hotel perspective.

I was upset when we arrived that they had us in rooms with 2 double beds in 2 of the rooms, when I had confirmations of Kings months out. We had to complain and argue to multiple people at checkin to get them to "somehow" find King beds. I understand its Festive/Peak time, but this was extremely annoying.

The process for securing reservations was also extremely frustrating. They had 1 desk with 2 people working it, so after I waited in line for 40 minutes immediately after arriving on the 28th, all the restaurants had little to no availability, for anything between 6 and 9 pm on multiple days. It would have been nice and intuitive for Marriott to reach out and offer to suggest bookings in advance, but this never happened, and we were never offered any slots they might have been holding for loyal members to the brand. Between my family, of 4 rooms, all of us are platinum or higher, meaning over 400 nights a year spent in Marriotts. This seemed to have zero effect on anything at this resort.

The choice of restaurants was very good on-site, and the food was very good each time we ate at the resort, but the service was lacking, having to flag down servers multiple times for small things like drink refills, checks, etc... was frustrating.

We mainly used the north pool, because it was close to our rooms, and found the service there to be pretty good and attentive.

The maid service was also very good and great, because we never saw them, they seemed to always go in when we weren't around.

Concierge- was helpful once we were there on-site, but extremely difficult to deal with over email and the internet in the months leading up to the arrival. We would write and ask questions, usually it would take them 3-4 days to respond or I'd have to send a follow up email asking them why they hadn't responded yet.

Bellman were extremely helpful and always smiling, there is this one older guy that was always at the front drive, he was always smiling and clicking his heels together, he's perfect for the front drive.

I wouldn't stay here again, although it was nice and we had a good time. After we left Phuket we went to Siem Reap, Cambodia where we paid much less for our hotel there and received much better service. Marriotts usually have great service, especially in the Asia resorts, but I found the JW Phuket to be lacking overall in the service across the hotel. I will also say that Marriott does a very good job and always goes out of there way to recognize the Platinum members across the globe, so maybe I have come to expect this too much, but it seemed that at the JW Marriott Phuket they couldn't have cared less, we were just another number there for a week.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank JCPTX
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tampa, Florida
Level 6 Contributor
87 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 30 helpful votes
Reviewed January 7, 2013

Checked in here for a short getaway with two kids, aged 2 and 1. This place turned out to be perfect for those who are looking for a nice getaway with their family. There is plenty to do that will entertain those of all ages. The property layout is well done and allows for easy access to the pools and beach.

We had a large suite that had the largest bathroom I have ever had in a hotel room. This made entertaining the kids easy since we could put them into a bathtub that was a mini-pool while we took care of what needed to be done. Just keep in mind that if you are traveling with kids, this type of large suite does not have a second room and therefore there is no way to keep the kids separate from the adults at bedtime. If you have kids that are older than ours and expect to be up later than them, then I recommend that you find a different room.

The pools are nice and there is a shallow pool with small fountains that is perfect for those with younger children. There are also other larger fountains and a water slide for those with older kids. This is all in the main pool section. There are other pools on either side of the main pool that are good for adults. Just be aware that in longer stays than ours (3 days) that you may tire of the pools. The beach is just beyond the pools and is less than 5 minute walk from most of the hotel rooms. One thing that will get the attention of kids is that there are small elephants that are on property twice a day. Our kids loved seeing them when they passed by the pools and it makes for a memorable photo.

The kids club is good for kids up until around 7-8. There is a separate play area for smaller kids with a small clubhouse. Older kids have an art area and several video game stations. One can join their kids in play if they are smaller, or elect to leave them in the kids club and do adult things.

Dining options are varied and good. The breakfast buffet has plenty to choose from and one can get their fill of almost any type of cuisine. There is also a deli on the property that is basically a mini-market. Those of you who have small kids will appreciate the ability to order food in this place and take it away when the kids are not in the mood for a formal dining experience. One of us would just leave the kids club to order food while the kids played, and it would be ready to pick up when we were done.

I can't comment on the spa or other adult amenities since we spent the time playing with the kids, but there appeared to be plenty to do for the adults. To me, this resort is better suited for those who want to spend quality time with their kids given the amenities available for kids and the fact that this stuff allows for easy interaction. I would gladly return here again, but make sure that I keep my visit in the 3-4 day range to avoid the amenities becoming stale.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Shawn B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Stockholm
Level 4 Contributor
30 reviews
26 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed January 6, 2013

Bottom line: You will have a great time at this resort but don’t have too high expectations. Price/value-ratio is not good. Marriott should downgrade this hotel to Marriott (now it’s a JW Marriott).

Upon arrival to JW Marriott Phuket you will be greeted by friendly staff. They’ll take care of your luggage and give you something to drink and a wet napkin. Once at the check-in counter (why do they still have those?) it gets a bit problematic. The check-in process is very complicated and takes time. I’m not really sure why but there seems to be a lot of paper work (in which the guest doesn’t have to be involved) that needs to be taken care of. We were six people checking in to three rooms and it took about 45 minutes.

Rooms are spacious and clean. Beds are really good as is the bed linen. Rooms are fully equipped incl. a clock/radio with iphone charger. The charger works but it won’t play music from the iphone – I guess it’s just too old for an iPhone 4S.

Service is, overall, good. It is not however what you would expect from a 5 star hotel. It is inconsistent and some of the staff seems to take their guests for granted. I don’t blame the staff but rather the management who needs to put in an extra effort to train the staff. We are paying a hefty B&B rate and I really expected more from a hotel that calls itself JW Marriott.

There are plenty of restaurants on the premises. The best one, without question, is the Japanese restaurant that offers Teppanyaki (with or without a personal chef). The food is really good and the service too. This restaurant seems to have its own management – food and service is far superior than any other restaurant in the hotel.

The Italian restaurant offers great food but has a below average service level. Plates are not cleared from the table, candles are not replaced etc. Below expectation.

The breakfast buffet meets expectations. There is a lot to choose from and friendly service by staff makes the experience pleasant. Several chefs are prepared to make eggs any style and if you’re from Japan or China you’ll get what you’re used to for breakfast. On some days there is even a bottle of vodka on the buffet to serve the need of those with a hang over.

The pool area is very well maintained and service is good. There is a free water service all day and you can of course order whatever you want when relaxing poolside. The pool is big and children have their own area to play in.

The gym is of the best parts of the hotel. It is not that big but is equipped with everything you need for a great workout. The only thing I miss is a pair of gymnastic rings or a TRX.

If I was the GM at this hotel I would:

- Re-ignite the staffs’ spirit to serve. Some of the staff are great but some has started to take the hotel guests for granted
- Re-engineer the check-in process. It takes too long time. Can it be done in another, smarter way? Can only one person in the family stay for check-in while the others are shown to their room directly?
- Have alternate menus for the lunch restaurants, after two weeks you are a bit bored with what’s offered. Why not have two menus and alternate between those every week?
- Speed up service at the lobby bar. It takes too long time to mix a GT and bring it to the table.
- Teach staff that people at the dinner table want to have their food served at the same time and that you shouldn’t serve one family member and then wait ten minutes to serve the next.

Room Tip: I would choose a room on the third floor for best view.
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  • Stayed January 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank StockholmAnders
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
Level 3 Contributor
18 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
Reviewed January 5, 2013

The resort is really nice, with plenty of activities for the kids, a whole range of restaurants, lots of water sports activities. In addition it is close to the airport (takes about 20 minutes to get there).

The service however occassionally falls short of what one would expect from a five star resort. I made a pre-paid booking via Expedia but when I called a day before to have an extra bed in our room, they could not find the booking. (Expedia sorted it out for me). Upon checkout, they wanted to charge for accomodation although it was pre-paid.

One day our door lock stopped working and we had to wait half an hour with four kids outside our room to get someone to open the door. Etc.

  • Stayed January 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank markus_ohlig
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bangkok, Thailand
Level 4 Contributor
23 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed January 4, 2013

We stayed in a 2 bedroom villa in December 2012 and everything was perfect. Property is really big and although the hotel was full, we did not feel the crowd. Restaurants were all excellent, we tried all of them. Special mention to the staff - quality of service was outstanding. We have been living in Asia for the last 15 years, with very frequent travels, and we have to say that this is one of the best hotel we ever stayed.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Yves H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about JW Marriott Phuket Resort & Spa

Property: JW Marriott Phuket Resort & Spa
Address: 231 Moo 3, Mai Khao, Phuket 83110, Thailand
Phone Number:
Location: Thailand > Phuket > Thalang District > Mai Khao
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#1 Business Hotel in Mai Khao
#2 Top resorts Hotel in Mai Khao
#3 Luxury Hotel in Mai Khao
#3 Spa Hotel in Mai Khao
#3 On the Beach Hotel in Mai Khao
#4 Family Hotel in Mai Khao
#5 Romantic Hotel in Mai Khao
Price Range (Based on Average Rates): $
Hotel Class:5 star — JW Marriott Phuket Resort & Spa 5*
Number of rooms: 265
Official Description (provided by the hotel):
JW Marriott Phuket Resort & Spa is set in lush tropical gardens, with 17 kms of natural beachfront. Fifteen minutes north of the airport, our Phuket resort's grounds comprise 265 spacious rooms including 13 suites, all facing towards the Andaman Sea. Facilities include eleven restaurants and bars, Thai cooking school, three magnificent pools, full-service Mandara Spa, on-site turtle shelter, shopping arcade, activities-packed kids club including on-site turtle shelter. The fitness center includes two tennis courts, yoga sala. Golf available nearby. ... more   less 
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Also Known As:
Jw Marriott Phuket Resort And Spa
Jw Marriott Phuket Hotel Mai Khao
Jw Marriott Mai Khao
Marriott Phuket
Phuket Marriott
JW Marriott Phuket Resort & Spa Mai Khao

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