Patong Merlin Hotel

Unfortunately, our stay was very disappointing and did not meet the standard we expected.

The experience started poorly at check-in. We had booked two connecting rooms including breakfast, with our 13-year-old son already included in the reservation as an adult. However, we were initially asked to pay an additional charge for his breakfast. Only after we questioned this did the staff member check again and confirm that no extra payment was required. While the issue was resolved, it was not a great first impression.

The hotel also lacks proper concierge support. There is a tour desk if you want to book excursions, but for other activities or recommendations, we found very little assistance available.

One particularly disappointing aspect was our interaction with the lady stationed near the entrance. Whenever we approached her, she often appeared visibly annoyed or impatient. On more than one occasion, she spoke to colleagues about us in front of us in a way that felt disrespectful, apparently assuming we could not understand what was being said. This made us feel quite uncomfortable and unwelcome.

The rooms were another major disappointment. They felt dated, very small, and unfortunately not particularly clean. There was barely enough space for two suitcases, the bathroom cleanliness was below expectations, and the daily housekeeping did not improve the situation enough. During our four-night stay, I genuinely considered changing hotels several times.

Breakfast was also not what I would describe as an international buffet. Most of the selection was Thai or Asian, with limited bakery and Western options. However, the lady with short hair cut who welcomed us every morning at breakfast was genuinely nice, friendly, and always greeted us warmly, which we really appreciated. The overall service during breakfast was also generally good. On a positive note, we tried the pizza restaurant on our first day and really enjoyed the food.

As for the location, it depends entirely on what you are looking for. If your plan is to explore Patong mainly on foot, the location is excellent. However, if you intend to use a car regularly to visit attractions around Phuket, be prepared for very heavy traffic in and out of the area. For us, spending so much time in traffic negatively affected the overall experience. The hotel has several swimming pools of different sizes, and the pool areas are actually very nice and enjoyable. However, the pool towels were noticeably old and worn, which made them feel less clean and fresh than expected. Overall, the pool facilities were good, but the small details and overall condition did not feel up to the standard I would expect from a five-star hotel.

We had also informed the hotel in advance that we were celebrating both our wedding anniversary and a birthday during our stay. There was a simple decoration on the bed, which we appreciated, but beyond that there was no acknowledgment or information about any special services or experiences available at the hotel. We were not even introduced to the hotel facilities or told whether there was a spa or any other services we could enjoy during our stay. If there was a spa, we were never made aware of it.

The Kids’ Club was another disappointment. The facilities and activities were quite basic and there was very little to keep the children entertained. Parents should also be aware that younger children cannot be left there unless accompanied by someone over 16. Our 13-year-old son was happy to stay and play with his younger brother, but this was not allowed, so one of us had to remain with them.

What bothered me more, however, was the way this was communicated. The staff member repeatedly told my 13-year-old, directly in front of him, that he was not allowed to play on the PlayStation and could only be there with his brother under an adult’s supervision. I completely understand that hotels have age and supervision policies, but the way it was communicated felt unnecessarily dismissive and made him feel unwelcome. There are much kinder and more respectful ways to explain rules to a teenager. I have stayed in many hotels across different destinations, and unfortunately this was one of my most disappointing experiences. What stood out most was that we simply did not feel genuinely welcomed, which is very different from the warm hospitality we have usually experienced throughout Southeast Asia.

The room was really big and very clean, the staff at the hotel was extra kind.

Natty and Bee are the best. Can't fault the Courtyard by Marriott at Patong. Keep coming back because of the location and the staff. The pools are fantastic.