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“Appalling hotel & Service. Not 4*”

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The Emerald Cove Koh Chang
Ranked #3 of 73 Hotels in Ko Chang
Certificate of Excellence
Level 3 Contributor
20 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
“Appalling hotel & Service. Not 4*”
Reviewed October 30, 2013 via mobile

If the Amari is one of the top hotels in Koh Chang then the island has real problems. Appalling service for a so called 4* hotel. Shocking rooms - air-conditioner broke 5 times & the ceiling in the below room collapsed! We had to change rooms & then the air-conditioner broke in the new room! Food is average & overpriced. Swimming pool water was dirty & pump was broken. No beach ! All in all a terrible experience which was summed up when i checked out they tried to charge me for the room which I already paid for. My advise, avoid this hotel at all costs

Stayed October 2013, traveled with family
Helpful?
3 Thank jamesagar
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter D, General Manager at The Emerald Cove Koh Chang, responded to this review, November 18, 2013
Dear Jamesagar,

First of all thank you very much for your given comment about your stay on Koh Chang.
At Amari, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us.
Please rest assured that we are taking the appropriate measures to address any problem and comment to prevent future occurrence.
Having this said so, we have as well investigated on your comments and would like to take this opportunity to clarify on the complaints stated from your side.

As we continuously do our maintenance for every area in the Hotel, we have by this year as well for a better guest service and room experience installed ceiling fans.
To do this, it was necessary to open several ceilings by our engineering department to fix them in a proper way, before installing a new ceiling. As per our records there was no ceiling collapsed as we took them for installing down.

As we are a beach resort located directly at Klong Prao beach with more than 200 sunbeds on the beach, we were wondering about your given statement, as well about the pool - which undergoes a daily cleaning and chemicals will be injected by a computer system.

In the regard of air condition please let me apologize for any inconvenience caused to you, as for this point I want to highlight that actually our air condition is well maintained at any time by schedule – and to guarantee an optimum, we did over the past weeks a changing of the pipes insulation. We are very sorry if this work has effected your stay with us.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Bangkok
Level 4 Contributor
23 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed October 19, 2013

Overall this hotel is fairly good value for money. It is not a luxury hotel – I would rate it as a 3.5 star hotel – but it is a very comfortable place and I think especially good for families.

The rooms (we just had a basic room) are very spacious and clean, and the bathrooms are large too. The hotel itself is well maintained, and has very nice grounds and water features. The hotel also offers some good services, such as complimentary yoga classes.

The pool is very large and this would be required in the high season - you cannot swim at the beach as it is rocky and shallow.

Where the hotel is let down is the standard of service in the restaurants and the quality of the food, wine and drinks. The buffet breakfast is quite basic and items cooked to order (e.g. eggs) take a very long time. The wait staff were not that competent, we frequently had misunderstandings (even when speaking in [admittedly average] Thai) and drink orders at the bar took a very long time to order and arrive. For the prices of the meals (only slightly less than 4-5 star hotels), I didn’t think this area of the hotel was up to scratch.

However, one of the highlights at dinner was the live band – a trio of Filipino performers who were excellent. They really lifted the mood of the restaurant and were very talented.

On the whole I wouldn’t stay here again – while the rooms were very nice I would prefer to pay a little more and have better quality overall, or go the opposite way and feel as though you were getting a great deal. However I would recommend it for families who are looking for a big pool to splash in and spacious rooms.

  • Stayed June 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Dasha D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bangkok, Thailand
Level 4 Contributor
24 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed October 19, 2013

We just returned from a much needed weekend at the Amari Emerald Koh Chang. The resort is stunning and provided the perfect opportunity to sit by the pool and the bar. The nice part of the beach is just adjacent to the Amari, as the hotel has built up a little wall so you have to walk down some slippery steps to get to the actual water.

About the pool: it is HUGE and just stunning! During lazy season you sometimes get to have it all to yourself and is perfect for laps. It really is one of the most beautiful pools in Thailand.

We spent a considerable amount of time at the spa in the special care of the ladies there, who were all warm and always greeted us with smiles. Quite honestly, the complimentary massages were what made us book here (being #2 on tripadvisor doesn't hurt either!) and we're very glad we did!

Thanks to Amari for a surprise birthday cake and the location of a perfect weekend away!

  • Stayed October 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank dcbkk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter D, General Manager at The Emerald Cove Koh Chang, responded to this review, November 18, 2013
It is always a real pleasure to learn that our guests have enjoyed their stay with us.

Every company is the sum total of the individuals who work together to make it a success.

At Amari Emerald Cove Koh Chang, we are fortunate to count many fine individuals amongst our team, to which I shall enjoy passing on your kind compliments to. It is highly motivating for the Team Members to know that their efforts are appreciated.

We look forward to the pleasure of welcoming you back to Amari Emerald Cove Koh Chang once again in the near future and we would appreciate if you would share your feedback with your friends
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Camp Verde, Arizona
Level 3 Contributor
22 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed October 14, 2013

this is a five star hotel and worth every bit, very nice room even tho I had standard room facing the mountains. This hotel is top notch the hotel staff was friendly and helpful. My friends birthday was during this trip and without us saying anything to any of the staff they brought a birthday cake to his room no charge, very thoughtful. The pool was big and always clean, had a great poolside bar with good mixed drinks, only downside to hotel was the beach there was a lot of corral in the ocean watch your feet ,but they did have warning signs up tip stay to the left of the beach not much corral there at all. Beautiful grounds and walkways and a lot of fish ponds around walkway.Paid about 2800.00 baht per night and this was in august 2013. Also very nice dining places and breakfast was included. Great couples or family hotel would for sure stay there again.

  • Stayed August 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank robert p
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter D, General Manager at The Emerald Cove Koh Chang, responded to this review, November 18, 2013
It is always a real pleasure to learn that our guests have enjoyed their stay with us.

Every company is the sum total of the individuals who work together to make it a success.

At Amari Emerald Cove Koh Chang, we are fortunate to count many fine individuals amongst our team, to which I shall enjoy passing on your kind compliments to. It is highly motivating for the Team Members to know that their efforts are appreciated.

We look forward to the pleasure of welcoming you back to Amari Emerald Cove Koh Chang once again in the near future and we would appreciate if you would share your feedback with your friends
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level 4 Contributor
30 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed October 6, 2013 via mobile

We booked 2 nights with this hotel. The room was big, comfy bed, nice bathroom and privacy. Breakfast was nice but not much varieties. Bar was bit old in term of decoration, table and chair. Really need a big renovation in this. Great swimming pool with a great view of sea, sand and sun. Overall, we impressed the stayed

Stayed October 2013, traveled as a couple
Helpful?
1 Thank Sivakorn W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Great Bookham, null, United Kingdom
Level 4 Contributor
43 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
Reviewed September 28, 2013 via mobile

Fantastic place to relax even in rainy season. Very quiet at this time of year but very high levels of staff to guest. Hard to fault on all fronts and fantastic value compared to Europe. Weather mixed but plenty of sun and warmth quite interesting time to visit. Attention to detail and service very high would return. Many thanks.

  • Stayed September 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Mark W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Peter D, General Manager at The Emerald Cove Koh Chang, responded to this review, November 18, 2013
It is always a real pleasure to learn that our guests have enjoyed their stay with us.

Every company is the sum total of the individuals who work together to make it a success.

At Amari Emerald Cove Koh Chang, we are fortunate to count many fine individuals amongst our team, to which I shall enjoy passing on your kind compliments to. It is highly motivating for the Team Members to know that their efforts are appreciated.

We look forward to the pleasure of welcoming you back to Amari Emerald Cove Koh Chang once again in the near future and we would appreciate if you would share your feedback with your friends
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London
Level 5 Contributor
82 reviews
31 hotel reviews
common_n_hotel_reviews_1bd8 67 helpful votes
Reviewed September 16, 2013

Stayed with the family in August, the green season, and had a lovely stay.

Reception was lovely, even had our picture taken which was then left in our room for us! We got a great rate as it is supposed to be the rainy season, you wouldn't have thought so as it was always lovely.

the room was spacious and with a double plus folding bed, we asked for sheets for the chaise for our youngest, but he was fine with that. Linen was delivered promptly and bed made for us.

Th hotel itself is large and nicely spread out with a huge swimming pool and direct access to the sea. There is also a spa, fortunately in the package we booked breakfast and spa was included. I am glad it was included as it cost 10 times the price you would pay for a massage 100 meters up the road. The breakfast was adequate but not great, but there was enough choice for everyone.

Prices for everything were a lot higher than everywhere else, but I guess that's to be expected in a large hotel.

All in all were were very happy we stayed at the Amari and would definitely stay there again

  • Stayed August 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Noname08
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about The Emerald Cove Koh Chang

Property: The Emerald Cove Koh Chang
Address: 88 / 8 Moo 4, Tambol Koh Chang | Amphur, Ko Chang 23170, Thailand (Formerly Amari Emerald Cove Koh Chang)
Phone Number:
Location: Thailand > Trat Province > Ko Chang
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Top resorts Hotel in Ko Chang
#3 On the Beach Hotel in Ko Chang
#3 Luxury Hotel in Ko Chang
#3 Spa Hotel in Ko Chang
Price Range (Based on Average Rates): $
Hotel Class:4 star — The Emerald Cove Koh Chang 4*
Number of rooms: 165
Official Description (provided by the hotel):
Discover the wild beauty and peaceful setting of Koh Chang, one of Thailand's best-kept island secrets, at The Emerald Cove Koh Chang. This five-star Koh Chang resort on set on secluded Klong Prao Beach offers 165 rooms and suites, all with views of either the sea to the west or the jungle-covered hills to the east. While the soothing modern Thai interiors of the rooms and suites tempt you to relax inside, Koh Chang adventures await just outside your door. ... more   less 
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Also Known As:
Amari Emerald Cove Koh Chang Hotel Koh Chang
Amari Emerald Cove Hotel

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