Ratings based on 127 Verified Reviews

4.4 out of 5
86% of guests recommend
4.5 Room cleanliness
4.3 Service & staff
4.5 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
1 out of 5
by A verified traveller from UK

Premium costs but not premium service.

Posted 04-Apr-2017
Pros: Not holding my breath on getting a response from the hotel.
Cons: Customer Service. Staff attitude and empathy. Placing the customer at the heart of the holiday.
A very disappointing experience at an allegedly 5 star hotel. Very poor customer service, empathy, attitude & follow up. A few days into my stay my wife fell ill in the early hours of the morning. We rang the reception who took us to A&E - this is where the help ended. As it transpired my wife required emergency medical attention at the hospital and was advised to seek immediate repatriation to the UK. Upon my return to the hotel no one asked about the welfare of my wife and had any concern. I told them I would need to cut my trip short and would need to check out that same day and inquired whether a partial refund was possible. All the reception seemed to be interested in was money and had very little empathy or concern. Her attitude to this question was for me to go back and check the small print of my booking to see if it was refundable. I told her I didn't have time to do this as I was in a panicked state, needed to catch a flight back to the UK shortly and needed to look after my wife. I was then told flatly and condescendingly that the room was non refundable. I can appreciate that hotels have policies that they need to adhere to but to not have any empathy or even take some time to consider the situation before responding left me considerably annoyed. All she seemed interested in was making money. I have emailed the hotel a couple of times since my return, nearly 2 weeks, and nil response. They were much more active on the email address when I was wanting to book!
Comment from Hotel Management
06-Apr-2017 by Daniel - Resort Manager, Hotel Management
Dear Shez, I just finished reviewing all camera footage and listening to the interaction between you and my team,and was replying to your email when I saw your review here, so I might as well reply here. 1-You emailed us 4 days before arrival stating you wanted to cancel your non-refundable booking, attaching a doctor's note from Sydney Airport Medical Center: “Person unfit to fly”– to which we responded within a few hours, offering you to postpone your stay free of charge until a later date. You replied then 3 days later (after our reminder email) that you would like to leave the booking as it is. (I’m not a doctor, but isn’t this endangering the health of your wife?) 2-During your stay here, on the second night, your wife fell ill, and our Night Receptionist (knowing the poor emergency services here) did not hesitate for a moment, and drove you and your wife to the nearest hospital in Patong-15 minutes drive. Your wife ‘did not like this one’ and my employee had to drive you to Phuket Town-45 minutes drive (Again, I’m not a doctor but it seems that “life-threatening” has a different meaning where you come from.) 3-You said in your mail you are a ‘seasoned traveller’ with over 10 years of travel experience, I’m sure you understand by booking the cheapest non-refundable rate online you took a risk. But also, being the seasoned traveller you say you are, you surely have a good travel insurance that will cover not only the medical cost but also repatriation and the cost of cancelling the hotel nights here. 4-I’ve stayed myself in many hotels and consider myself a seasoned traveller like yourself, so whenever I encounter a problem, I will ask for a manager to assist me, not the first employee with poor English skills I see. I wonder why you didn’t ask for myself to assist you, it would have been my duty and pleasure.We wish your wife speedy recovery
1 out of 5
by A verified traveller from uk

Premium prices but not premium service

Posted 04-Apr-2017
For a five star hotel I expected so much more. My wife was taken ill part way through our stay and needed A&E treatment in the middle of the night and needed to be repatriated ASAP. The hotel were accommodating in taking us to the hospital and that is where there help ended. After that all they appeared interested in was making money. At no point did anyone ask about her welfare. When I told them I would need to leave for the UK that night and could I cancel the remaining nights, I was advised to go back and read through the small print, rather then help me. This was then followed up with it is non cancellable when I pushed for an answer. I have subsequently sent two emails after my return, it has been nearly two weeks, and still no response. They were fast enough to respond on these emails when I was making my booking. The experience for the few nights I was there was average for a 5 star place. I have experienced considerably better in previous visits to Thailand in other establishments. I definetly wouldn't reccomend and the lack of customer service and empathy has left a very bitter after taste.
Comment from Hotel Management
06-Apr-2017 by Daniel - Resort Manager, Hotel Management
Dear Shez, I just finished reviewing all camera footage and listening to the interaction between you and my team,and was replying to your email when I saw your review here, so I might as well reply here. 1-You emailed us 4 days before arrival stating you wanted to cancel your non-refundable booking, attaching a doctor's note from Sydney Airport Medical Center: “Person unfit to fly”– to which we responded within a few hours, offering you to postpone your stay free of charge until a later date. You replied then 3 days later (after our reminder email) that you would like to leave the booking as it is. (I’m not a doctor, but isn’t this endangering the health of your wife?) 2-During your stay here, on the second night, your wife fell ill, and our Night Receptionist (knowing the poor emergency services here) did not hesitate for a moment, and drove you and your wife to the nearest hospital in Patong-15 minutes drive. Your wife ‘did not like this one’ and my employee had to drive you to Phuket Town-45 minutes drive (Again, I’m not a doctor but it seems that “life-threatening” has a different meaning where you come from.) 3-You said in your mail you are a ‘seasoned traveller’ with over 10 years of travel experience, I’m sure you understand by booking the cheapest non-refundable rate online you took a risk. But also, being the seasoned traveller you say you are, you surely have a good travel insurance that will cover not only the medical cost but also repatriation and the cost of cancelling the hotel nights here. 4-I’ve stayed myself in many hotels and consider myself a seasoned traveller like yourself, so whenever I encounter a problem, I will ask for a manager to assist me, not the first employee with poor English skills I see. I wonder why you didn’t ask for myself to assist you, it would have been my duty and pleasure.We wish your wife speedy recovery
3 out of 5
by A verified traveller from US

Frindly and keen staff but overpriced

Posted 01-Dec-2016
Pros: Swimming pool, spacious villa
Cons: Overall state of facilities, resturant food, villa furniture.
Location: Hotel is isolated. Kamala beach accessible by shuttle or walking (20 mn). Kamala beach is not one of the nice phuket beaches.
The villas are spacious and the swimming pool is exceptional.it is a pity that the furniture probably need some refreshing. The staff is friendly and keen to help. The breakfast is good although the rest of the meals are a bit substandard and definitely not worthy of a 5 star accomodation. However the hotel is siolated and the kamala beach is quite poor. The price is not justified and is excessive especially if you compare with other 5 stars hotel ( the dusit thani were we went in 2015). It is a nice 4 star hotel that is significantly overpriced.
4 out of 5
Recommended
for Everyone
by A verified traveller

Posted 02-Nov-2016
Nice and comfortable resort. Very good except hotel a bit far and no shuttle to city.
5 out of 5
by A verified traveller

This traveller left a rating score only Posted 16-Jul-2016 on Hotels
3 out of 5
by Kei wing Calvis from Hong Kong

Bad villa experience

Posted 11-Jul-2016 on Hotels
Remote area Small beds Poor housekeeping Mouse in the villa Bad water pressures No butler service The overall experience ain't as good as others said in the review, the only good thing is the pool, the kids like it a lot
3 out of 5
Recommended
for Everyone
by A verified traveller from Spore

Quiet and cosy

Posted 20-Jun-2016
Overrall the place is good. Just that there are alot of flies. It would be better if the villas can provide some form of mosquitoes repellant coils service.
3 out of 5
by MYUNG HUI

This traveller left a rating score only Posted 03-Jun-2016 on Hotels
4 out of 5
Recommended
for Everyone
by A verified traveller

Beautiful Hotel

Posted 19-May-2016
One of the must beautiful private pool villas I've ever seen! Only bummer was it requires a shuttle ride to the beach and if you want to eat anywhere besides the hotel. There was also a couple nights with a lot of bugs but that's probably to be expected.
5 out of 5
Recommended
for Everyone
by A verified traveller from Wagga Wagga Australia

Quiet, private, relaxing

Posted 11-May-2016
The villa was very well laid out with plenty of room and privacy. The private villa pool was excellent. The resort is a bit further away from shops and restaurants than we expected, however this was not a problem for us but may be for others. The shuttle tuk tuk was useful, but the latest one was at 5pm, later shuttle would be useful.