– Amazing bar staff Moo and Bank
– Instagram worthy pools
– Good food at breakfast and dinner
– Shuttle buses and trips
– Sewage smell in room
– Towel policy
– Noisy air con
– Lack of toiletries in room
– Some unhelpful staff
– Didn’t feel like a true 5 star experience
– Poor exchange rate for currency
– Remote location (can be good or bad depending what you like)
Please read below for a more in depth review:
We were allocated room 4506 at the back of the hotel on the fifth floor. Unfortunatly we didnt’t have a pool view and when we asked if we could swap for one we were told we would have to pay more so we stuck with our room.
First impressions were good, the room was big, spacious and clean with the best looking bath ever!
Bed was comfy enough but I failed to have a good nights sleep all week due to noisy roosters outside (not the hotels fault) but be warned to take ear plugs unless you want to be up at the crack of dawn every morning.
This moves me on to the next point, I also struggled to sleep because the air conditioning in our room was soooo noisy, however it does a great job of keeping the room cool.
I have read quite a few reviews where people have said their room smelt of sewage. We had the exact same problem, we didn’t spend much time in the room but when we did the smell was pretty awful.
You are provided with a kettle along with tea and coffee sachets and non dairy creamer. These were great, however some days they were replenished some days they were not.
You get two free bottles of Dream water a day too, which is great, however some days these also didn’t get replenished.
For a five star hotel I found them super stingy with the toiletries. For two of us we were given one tiny shower gel and one shampoo a day, and 2 small body lotions in 11 days.We had one soap to last us the 11 days and one sachet of bath salts which were never replenished. Luckily I had my own supply, I am sure if I had asked we would have got more, but from a 5 star hotel, I personally feel one shouldn’t have to ask.
The door on the shower wouldn’t close properly which was annoying but a big plus was the rain shower ❤ I loved it!
I tried to use the amazing bath one night but no matter what we did the plug just drained the water out.
No signal on the TV at all except the dream channel.
A positive was the robes and flip flops provided! There is also an umbrella which came in handy! A digital safe which was also a big positive.
There is a mini bar with alcohol, soft drinks and snacks and one can order room service. Our fridge however didn’t keep anything cool so we didn’t make use of the mini bar.
I cannot fault the cleaner, she was superb at keeping our room clean. Thankyou ❤
I cannot fault the pools at all. They are just like the photos you see on Instagram.
There is one very large pool downstairs with a swim up bar. There are reclined seats to lie in the pool, comfy individual seats and lie down individual beds on the side of the pool and of course the amazing beds. We always found it easy to find a space.
Music in the pool area is great!
There are two platforms within the pool that have jacuzzi style jets but we found them to be quite random for when they were on and off and the staff didn’t understand when we asked how to turn them on.
I have read other reviews about the towel policy. You basically get given a towel each when you check in and then the cleaner replenishes this daily. However this means if you use the pool in the late afternoon and then want to go again in the morning, you are stuck with the same towel. Reception and the bar cannot change it for you.
The infinity pool upstairs is breath taking and is great when the sunsets! Happy hour is 5-6pm every day at the infinity pool and you can order food upstairs too.
Breakfast has a wide selection to suit everybody from salads, fruit, cereal, cooked food from bacon to noodles and rice, waffles/pancakes, an egg cooking station and then breads and pastries.
I particularly loved the fruit selection and was very happy there was soya milk too 🙂 I have to agree with another review that the bread doesn’t taste fresh but other than that no complaints with the food. It is all clearly labelled too which is a big help.
I also agree with other reviews that there should be a coffee machine as some days we had nearly finished our breakfast before we were offered a hot drink.
I was disappointed that the Indulge restaurant was closed whilst we were there so we only had the option of the Trilogy restaurant. However the setting is nice in the evening on the decking by the pool.
The menu is huge and something to suit everyone. We enjoyed the food we had at Trilogy. It was top quality and very tasty!
Customer Service/ staff
Firstly I would like to congratulate some of the amazing staff members. Bank and Moo, the bar staff were exceptionally good, they had great knowledge of the local area and were friendly and polite.
On arrival we were given cold towels and lychee juice 🙂
The breakfast staff such as North and Haan and the girls were very friendly too and I loved one of the chefs who came out to check all his food was presented well!
Fe and the concierge manager were also very helpful 🙂
In regards to some of the problems we experienced at the hotel, one might wonder why we didn’t raise these issues with the reception team. We did try to speak with them a number of times about things but we found there was a communication barrier with some of the reception team. For example asking for a local shop we kept being told to go to Boat Avenue which is a 10 min drive away. Finally speaking to Fe he told us about the shops within walking distance!
On our last day we had a very very very disappointing experience. The hotel had a film crew in taking photographs and making a video to promote the hotel. Funny how all the little extra special touches were added on these days such as towels on all the beds and more decorations, seems like these are all for show. Anyway we were relaxing by the pool and were asked to move out the way for the film crew!!!! After not being able to order a drink for an hour as they were filming the bar this was unacceptable. I am a reasonable person and if I had been asked politely it would have been fine, or perhaps offer us a drink to move?! We headed for the roof bar so that we were out of the way and then 20 minutes later we were made to feel like we were in the way yet again. We were unable to use the pool as they were filming and it ruined our last day. We expressed our concerns to the food and beverage manager and after getting quite irate she gave us a free drink but we both felt she didn’t really care about our experience at the hotel.
Later we tried to speak with a duty manager of the hotel and he really didn’t care either so we felt the customer service was shocking and not what we would expect from a 5 star hotel at all.
Well equipped and good air con 🙂 Towels and water provided.
I cannot comment on any of the treatments because I chose to use a cheaper spa elsewhere down the road (Project Artisan, amazing!)However I agree with other reviews that you can’t really call it a spa when there is no sauna/steam/jacuzzi.
Quite remote but close to airport (30min drive).Takes around 40 mins drive to Phuket Town. 5 mins drive to Layan Beach. 10 mins drive to Boat Avenue ( shops and a great market on Friday nights).There is a small local shop left of the hotel where you can buy water, beer etc. Right of the hotel there are a few restaurants and more local shops and a 24 hour Family Mart.
Also first impressions the surrounding areas of outside the hotel look really derelict.
Free shuttle bus to the Dream Beach Club is reliable, one must book it the day before to reserve your space and you can also reserve a sunbed at the club. The sunset is amazingly beautiful on Layan Beach. Be careful if you go in the sea here, my OH got bitten by jellyfish lava and we spent days trying to track down local pharmacies.
Boat Avenue trip was great. We went on a Friday night to enjoy the night market ( food and music) There are shops and a supermarket/ bars and restaurants and a pharmacy. We paid 150 baht each for a return – very reasonable. Pick up at 6:15pm and return 9:15pm
Nakka night market was good on the Saturday. This is a massive boiling hot market but filled with street food and fake designer things and clothes/shoes etc. We paid 550 baht each return but we noticed they reduced the price to 300 half way through our stay. Pick up 4pm and return 9pm. Pharmacy also here if you need one!
Phuket Old Town – Great to wander around and we climbed Monkey Hill to see the monkeys and also found a cat cafe! We paid 550 baht each return but again this was reduced to 300 baht. Pick up 11am and return 3pm. Pharmacys here too!
You must book the trips a day in advance and there must be a minumum of 4 people going. We would have liked to go to Patong but unfortunatly no one else booked to go. The hotel were good at informing us when another couple booked on to the Phuket Trip 🙂
We also went to James Bond Island and Phi Phi Islands but didn’t book through the hotel.
Currency exhange rate was poor at the hotel, we found it better to change at Boat Avenue/airport/market/Phuket Town.
I personally wouldn’t stay at the hotel again and I would only recommend if you need a hotel close to the airport for a few nights stay out of the hustle and bustle. The pools and food are amazing and the shuttle buses to places are a big plus, for me it just lacked the little extras I have received from other 5 star hotels.