Splash Beach Resort Phuket

We booked Splash Beach Resort because of the waterpark. We have two young children, and it was the main reason we chose this resort over many others in Phuket. In fact, experiencing the waterpark was the main reason we chose to travel to Phuket for our family holiday.

Unfortunately, we discovered that the waterpark will be closed throughout our stay. While we completely understand that maintenance is sometimes necessary, this is now the second consecutive year our family has been affected by the waterpark being unavailable.

Last year, there was no mention of the closure when we booked, which left our children extremely disappointed on arrival. This year, I later discovered that the closure was mentioned within the booking information, but only in the small print. It was very easy to miss, and at no point was such a significant closure clearly highlighted during the booking process. Had we realised the waterpark would be closed for the entirety of our stay, we would never have made the booking.

Over the past few days, I sent several emails to the hotel explaining our circumstances and asking if they would consider making an exception as a gesture of goodwill. I genuinely hoped that, given this is the second consecutive year our family has been affected, they might approve a refund so we could make alternative arrangements for our children. The hotel acknowledged our disappointment and asked Trip.com to submit a formal request, but ultimately our refund request was declined.

In contrast, Trip.com acknowledged how upsetting this situation has been for our family. Although they explained that the refund decision was entirely outside of their control and rested with the hotel, they still offered us a £50 goodwill gesture as a sign of understanding and empathy. While this did not resolve the issue, we genuinely appreciated that they recognised the impact this has had on our family. Sadly, we did not feel the same level of understanding or flexibility from the hotel.

I fully appreciate that we booked a non-refundable room and understand the hotel is entitled to rely on those booking conditions. However, what disappointed us most was the complete lack of flexibility. At no point was an alternative solution offered, such as allowing us to move our booking to a later date when the waterpark reopens. We would happily have postponed our holiday until Christmas, the New Year or even next summer so that our children could finally experience the waterpark. Unfortunately, that option was never offered or discussed.

As our booking is non-refundable, we now have no choice but to travel to the resort next week, despite the main reason for choosing it being unavailable. Instead of feeling excited about our family holiday, we are filled with disappointment. It genuinely makes us feel sick at the thought of returning for a second year only to have to tell our children, once again, that the waterpark they have been looking forward to all year will be closed. As parents, that is heartbreaking.

This experience has left a very bad taste in our mouths before our holiday has even begun. We returned because we trusted that this year would be different, and instead we are facing exactly the same disappointment. What should have been a holiday our family couldn't wait for has become one we are now approaching with sadness and frustration. Sadly, because of the way this situation has been handled, we no longer feel that we would choose to return to this resort in the future.

For families with young children, the waterpark is a major attraction and one of the resort's biggest selling points. Without it, the holiday experience is fundamentally different from the one we planned and paid for.

If you are considering booking this resort primarily for the waterpark, I would strongly recommend confirming that it will definitely be open during your stay before making a non-refundable reservation.

This review isn't written because maintenance has to take place—we appreciate that this is sometimes unavoidable. It is written because, after experiencing the same disappointment twice, we had hoped the hotel would show some flexibility, compassion and a willingness to find an alternative solution. Unfortunately, that wasn't our experience, and it has left us feeling deeply disappointed before our holiday has even begun.

What an amazing dining experience! From the moment we arrived, the staff made me feel welcome with their friendly and attentive service. The food was absolutely delicious—every dish was beautifully presented, full of fresh flavors, and cooked to perfection. The atmosphere was warm, relaxing, and perfect for enjoying a great meal. You can really tell that the team takes pride in what they do. I highly recommend this restaurant to anyone looking for excellent food, outstanding service, especially amazing May! I will definitely be coming back!