Marriott Properties in Phuket

Our experience at Phuket Marriott was marred by the staff’s poor handling of an issue. Trip.com sold us a package of 2 nights with half board meals for all 4 of us, which means breakfast as well as either lunch or dinner are included for  us all. The staff had doubts so had us email trip.com confirmation to check. Clearly disputing what trip.com confirmed us in writing, they asked us to pay extra for 2 guests’ meals at the end of dinner. Well, we wouldn’t pay so they sent in a manager to argue with us for 15 minutes, accusing us of going in circles and not letting us leave. We held our grounds.  The next morning, they had the decency to send another manager to apologize to us over their attitude, and ensure that we wouldn’t have to pay extra. But the story didn’t end there, as the bill for the 1st dinner we wouldn’t sign, was still included in the final bill before check out. We had to explain it again before they took the dinner amount away.  Trip.com responded in a different manner. Understanding the issue after my brief explanation through the message box, they immediately apologised, called me to ensure  we wouldn’t  have to pay extra and even gave us 200hks worth of trip coins for the inconvenience caused.

The room itself was decent, but the hotel staff's service was truly exceptional. When we first checked in, there was an issue with some of the room's amenities. We contacted the front desk and they immediately upgraded us to a new room and even treated our whole family to a buffet dinner. As for the hotel's facilities, the pool is large enough for kids to enjoy, and the private beach area has a fantastic ecosystem. You can see lots of small fish in the sea. What was particularly surprising was that after the tide went out at night, we could go 'beachcombing' and found many hermit crabs, regular crabs, sea cucumbers, and more. The scenery is also beautiful – definitely recommended. Breakfast was pretty standard, and even though we visited during the off-peak season, there was still a queue for breakfast, which makes me wonder what it's like during peak season! The Japanese and Thai restaurants at the hotel were both quite good and worth trying.