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Reviewed January 21, 2020 via mobile

We had an amazing time in the hotel and it was the perfect relaxation we needed after a hectic multi city tour around Thailand and Malaysia. The room was lovely and the extra honeymoon treats were fabulous; thank you. All the food was really good, service was first class and the whole place had a feel of quality and style. Everywhere was spotlessly clean and the staff incredibly polite. We will definitely be back!

Date of stay: January 2020
Trip type: Traveled as a couple
Thank K5040MK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pullmanphuket, General Manager at Pullman Phuket Arcadia Naithon Beach, responded to this reviewResponded 4 weeks ago

Dear K5040MK,

Congratulations on your recent marriage and on behalf of the Pullman team we wish you a wonderful life ahead for the both of you.

We are delighted to hear we were the perfect place to relax and rejuvenate after both a busy workload and by the sounds an action packed Asia journey.

You know where to find us when you are next in Phuket and who knows maybe an anniversary. If you are venturing back please let our Guest Loyalty Manager know so we can ensure some more First Class service. h7488-fo5@accor.com

Check In. Chill Out.

Brett Wilson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 18, 2020

Booked a room for our last night in thailand and anniversary, instantly found a good amount of black mold clearly visible on bathtub, room is very damp even for a hotel room in Thailand, even with ac on dehumidifier

Date of stay: January 2020
Trip type: Traveled as a couple
Thank Hoggie101
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pullmanphuket, General Manager at Pullman Phuket Arcadia Naithon Beach, responded to this reviewResponded 4 weeks ago

Dear Hoggie101,

Thank you for sharing you feelings with us and we truly apologise for the experience we appear to have created for you and the impact it has caused.

We take our room Care program very seriously and would really appreciate if you could contact me personally so I can expect your room with our Chief Engineer to understand what has happened.

Also it will give me the opportunity to speak with you directly and allow us to find a way to make it right for you given it was a special Thailand journey being you anniversary.

I look forward to speaking with you - brett.wilson@accor.com

Kind Regards

Brett Wilson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 17, 2020

This ressort is a dream. We had a perfect stay, the location is the most beautiful you can imagine. The pool landschape with the view over the sea and the Naithorn Beach is absolutely amazing. Rooms are fantastic, balcony with sea view is a must. The staff is the most friendly we have ever met in the last 15 years in Thailand. Especially in the C-Bar we enjoyed a perfect prepared birthday evening and romantich dinners. Special thank to Chui, Sai, Cross, Ice and Duke - you made our days and Brett is for sure proud of your work. To the restaurant-team with Nu and last but not least to Brett and Albert. See you for sure again

Date of stay: January 2020
Thank Chamchuri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pullmanphuket, General Manager at Pullman Phuket Arcadia Naithon Beach, responded to this reviewResponded 4 weeks ago

Dear Chamchuri,

You are correct I am proud of their work and the rest of the team - we live be a service culture we call "Sai Jai" meaning from our heart and I will make sure those you have mentioned in this review are recognised and rewarded for the effort with your experience.

We appreciate the very kind words and delighted you enjoyed our resort. We look forward to welcoming you back to Our Beach House Your Dream Holiday Home"

Check In. Chill Out.

Brett Wilson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 17, 2020

We stayed at the Pullman Arcadia Phuket for one night before we flew out of Thailand and back home. Right away we were impressed with how beautiful this hotel is. The staff upon check in was very friendly and we were greeted with a beautiful happy honeymoon setup in our room. The room was just as described online and was very clean, modern, and impressive. We enjoyed that this hotel was right off the main beach and liked that we could still walk around to check out different shops, restaurants, and street vendors. If we hadn't eaten at their restaurant here we would have given this hotel 5 stars.

I will start by saying that we were so looking forward to a delicious breakfast by the ocean on our last day in Thailand, but that is not what happened. The day before when were looking at the menu for the Elements restaurant we were excited about the breakfast options and talked about what we would get the next day. Upon arriving at breakfast they informed us that we did not have the breakfast package in our room payment but that we could get the buffet for a discounted rate. We really liked what was on the a la carte menu and didn't want to deal with getting up and down for the buffet so we told them that if it was okay we would like to just order off the regular menu. They told us this was okay but then returned shortly after telling us they would offer an additional discount on the buffet. We told them we still would prefer a la carte but that if it was an issue we would just figure something else out. They proceeded to tell us it was okay and took our order seemingly frustrated that we didn't want the buffet. We then waited a VERY long time for our food to come. We literally both just ordered breakfast sandwiches and waited close to an hour for them to come. When they arrived they weren't at all what we had ordered. My breakfast sandwich was pretty sad looking with basically just egg and cheese on a burger bun, without any meat. When I told them this wasn't what I had ordered and that it was missing things it came standard with on the menu they seemed annoyed and tried to tell me this is how it comes. I had to point out what it said on the menu and they still acted so rude. We then told them to just forget it that we would just pay for our coffees and go since we now had to rush out to catch our flight. They proceeded to bring us the check with the two sandwiches on it- even though we never received the sandwiches as they were on the menu. We had to ask for the manager to take them off of the check.

We usually are very easy going customers. I worked as a waitress for many years and usually have a lot of empathy for confusions with the kitchen or service- but this really felt unacceptable. We had incredible service, better than we have ever received in the world everywhere we went in Southeast Asia, so this was super disappointing. I don't understand why they would have a regular breakfast menu if they didn't want people to order off of it or why they just wouldn't say it wasn't available from the start rather than trying to cobble something together. Overall this really bummed us out on our very last day in Thailand and altered the way we think about our stay at this hotel. All in all, the Pullman was great but I probably wouldn't be back based on this experience.

Date of stay: November 2019
    • Location
    • Sleep Quality
    • Service
Thank natmac622
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pullmanphuket, General Manager at Pullman Phuket Arcadia Naithon Beach, responded to this reviewResponded January 17, 2020

Dear natmac622

Thank you for sharing your feeling with us and I can see it has really impacted you given you stayed in November and it has taken you till now to write the review. We have certainly let you down and for this we are truly sorry.


As the General Manager I take full responsibility for actions and in actions of our team and I can assure you I have spoken with both our Director of Food & Beverage and Executive Chef about your comments and how we need to address it with the team moving forward.

Unfortunately I cannot wave a magic wand and change the past however I do have the power to replace your current memory with something more positive in the future as we can clearly see if it wasn't for this situation it could have been a great experience

I will leave my email details and if you decide to give us another opportunity please contact me directly and I will make sure you are personally looked after and hopefully get the extra 2 stars on the next review after we show you we deliver on what we promise. brett.wilson@accor.com

Kind Regards

Brett Wilson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 16, 2020

Went there in mid January for 5 days, if you are going for sunbath, you'll have absolutely no problem staying.
Room -- The ocean view room which we added a few dollars for isn't necessary -- you could see from my pic that it's at the very best "30% partial ocean view". You won't be staying much in your room anyway, so just pick any room will do. Not recommended to open your balcony doors, you could tell from the pic there are quite a few swamps by the sea, for mosquito growth. 5 free drinks everyday in your fridge, incl 2 cokes, 1 sprite / soda water / tonic. Supposed to be refilled everyday, but the keeper forgot that one day. Our room's view obviously isn't the best, but it has a short cut access to the beach and the pool, yet the staff showing us to the room didn't mention & there isn't any sign for that unless you walk to the other end of the corridor for no reason. Only found that out by following others.
Also, we booked a king bed room, gave us a double room 2 beds), still fine. But the staff showing us to the room actively said, the keeper will add something to our bed to stick them together, at evening service. No one came, and everyday after housekeeping the two beds are pull aside again.

Eating-wise, if you plan to stay your whole journey inside the hotel, good luck to you & you better like pool foods, as there are only 2 restaurants in the facility. A resort.
First is the international food restaurant which you will have your breakfast, and also open for lunch and dinner.
Breakfast -- don't know why so many people said it's real nice with so many choice, they didn't visit much of Bangkok or Seoul etc I believe. You will have your choice of fruit, omelet, pancakes, breads for sure, but food like sushi, yoghurt and smoked salmon aren't iced in places with such a weather, which is out of the equation for us. If you decide to go for dinner, make sure you choose an indoor seat. You will feel fine with the view and breeze outdoor when there's still sunshine, however, once it's gone, you'll need more than the mosquito spray they give you.

Second restaurant -- Italian, only open for dinner (provided there are only 2 proper restaurants as a whole in the resort). Super dark inside, guests tend to use their torch of cell to see what is served. Don't try the grill seafood platter, the fish is hard. Again, a drink by sunset outdoor is very nice, but dinner time, save yourself from mosquitoes and choose indoor.

Your saver -- pool bar. Get a seat by the pool and order food & drinks, they are excellent. Had all of my lunches there, never run out of choice and praise, incl club sandwich, tuna sandwich, battered calamari, and all smoothies.

Room -- the painting are done by amateurs, all out of the boundaries. Plus the fact that it's having some age, makes you feel without the "wow" factor, that you might expect with such a price (this is high season, like US$260/night++). The shower's temperature might fluctuate a little bit too, but it's fine provided the hot weather.

Pool -- excellent, no complaint, a view from top to the naithon beach is marvellous. Sunshine from 9am to 5pm, esp at this time of the year. All rainy weather forecast aren't applicable, only shades of clouds fm time to time, like few minutes.

Access -- taking a cab from the airport is a nightmare, like bargaining from many stalls in a market. All in all, we found a 500Baht one, which seems fair. (Return leg booked by hotel is 400Baht). Only 12-15 mins ride though. Do not be tempted to go for the "free taxi" at the airport, which the taxi stalls will show you to. (Where's the logic, taxi drivers showing you to free rides???) They need you to visit their hotel for 45 mins another day, which no idea how long will you be kept or if your hotel information will be accessed to make sure you attend. Not worth the money saved.
Going to Naka night market takes 45 mins per way, taxi fare 1500 Baht 2 way (first quote was 1800baht, not sure why the diff), the driver will wait for you. Suggest to stay for 2 hours only, incl street food dinner, unless you want to buy lots of pirated things.
Going to The Plantation Club for dinner is 15 mins ride, 2 way taxi fare 1100Baht, again the driver will wait for you. (Pls see my comment on the restaurant, which is nothing but excellent)
All in all an excellent location if you don't wish to go elsewhere, just to spend everyday in the resort. It's near the airport, looking at the beach, access in 5 mins, self sustainable. But if you plan to go to patong beach and the Naka market side, you could think of other hotels in those areas too, or else you will be making 45 mins journies everyday.

Spa -- good and fine, aloe vera one is recommended. It's an award-winning one as posted at its entrance, not sure it's that great, but it's fine.

The App -- a good concept to have an app for all services, incl translation capability. Just it lacks option, not even have the option of a golf cart ride from the hill top gym/pool to the lobby???

Staff -- generally nice, friendly and helpful. Tried their best. But making us use hotel limousine needs to be more well-trained. We ask for meter taxi, and they quote us "hotel taxi" price, which no one in the world call it like that, it's called limousine please. Make sure you ask for "normal local meter taxi", anything without the word "hotel".

Will I return -- if just for the pool, and a place near the airport, yes sure. But seems there are many choice out there for exploration too.

Room tip: no comment
Date of stay: January 2020
    • Value
    • Location
    • Service
1  Thank alvinloalv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
pullmanphuket, General Manager at Pullman Phuket Arcadia Naithon Beach, responded to this reviewResponded January 17, 2020

Dear alvinloalv,

Thank you for sharing you feelings with us and we can see you have placed a lot of effort in taking the time to give some very valuable constructive feedback - we truly thank you for this. We are also sorry we let you down in some places as it certainly was never our intention to do this.

We have taken you comments and will use them as a great learning tool with our team. You will be pleased to know you room has been elevated to the room Care program so it can be painted by professionals this time and we hope when you were inside Vero you used the LED menus which all guest receive to make it easier to read.

If I may give you a helpful tip moving forward as I can see you are an avid Trip Advisor reviewer with 96 reviews. You may find you will get more benefit by taking the time to sit with the management team when in the property as I know I would have really enjoyed speaking in person rather than replying in this format.

It would also help with your experience as things may be able to be fixed there and then and help save you time and energy in penning your reviews as well...just a thought. It is sometimes through the eyes of our Guests we become aware of things that could go unnoticed and therefore uncorrected, again we thank you for your valuable input and helping us on our journey to creating a resort "Guests Love"

Kind Regards

Brett Wilson
General Manager

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