The Surin Phuket

Very Disappointing Service for Such an Expensive Hotel

I rarely leave negative reviews, but my experience at The Surin Phuket was extremely disappointing, especially considering the price of the hotel.

First, the room rate was very high — even higher than some JW Marriott and InterContinental hotels I have stayed at. At this price level, I naturally expected not only a good room and facilities, but also professional and welcoming service. Unfortunately, the attitude and service from the front desk, including the manager, fell far below that expectation. The communication was cold, rigid, and at times made us feel very uncomfortable rather than welcomed as guests.

The biggest issue was the hotel’s visitor policy. We were a group of four traveling together, but only two of us were staying overnight in the room. The other two were our friends and were not going to stay overnight. However, the hotel refused to allow them to enter our room unless we paid additional fees or upgraded the room.

What made this particularly frustrating was that I could not find this restriction clearly disclosed when I made and paid for the reservation. When I repeatedly asked the manager to show me where this policy had been clearly stated before booking, I was not given a clear answer.

Instead of trying to understand the situation or find a reasonable solution, the manager gave us several paid options, including upgrading to a four-person room or paying THB 2,500 per person for our two friends. When I explained that I would prefer to cancel the second night and leave because these conditions had not been made clear before booking, the hotel still refused to refund the unused second night.

The entire experience took up a significant part of our afternoon and left all four of us feeling embarrassed and unwelcome. This was especially disappointing because we had chosen The Surin expecting a high standard of hospitality.

I fully understand that every hotel has its own policies, and I respect a hotel’s right to set rules. However, important restrictions that can significantly affect a guest’s stay should be clearly disclosed before payment, not introduced only after arrival.

For a hotel in this price range, I expected much better communication, professionalism, and guest service.

I would strongly recommend that future guests confirm the hotel’s visitor policy in detail before making a non-refundable reservation.

⭐️⭐️⭐️⭐️⭐️

The Surin Phuket — Pure Paradise

Our stay at The Surin Phuket was truly exceptional — a little piece of paradise.

From the moment we arrived, we experienced the most wonderful Thai warmth, generosity and genuine hospitality. The staff are incredibly kind, friendly and attentive, always going above and beyond to make your stay special — no matter the conditions.

The bungalows are exceptional in size, beautifully spacious, comfortable and thoughtfully positioned amongst the lush tropical landscape. They offer a wonderful sense of privacy and tranquillity, making them perfect for couples, families and groups of friends.

The setting is simply breathtaking. Serenity, tropical beauty, turquoise water and spectacular sunsets create an atmosphere that is incredibly peaceful and rejuvenating. The infinity pool overlooking the beach is absolutely beautiful and the perfect place to relax.

We loved the experience of practising yoga beachside, guided by highly experienced and knowledgeable yoga teachers whose expertise brought a deeper sense of balance, mindfulness and calm to each session. With the sound of the ocean and the tropical surroundings, it created the most incredible feeling of grounding and serenity.

The food was delicious, with the omelettes being a particular favourite! Restaurant service was genuinely five-star — warm, professional and attentive without ever being intrusive.

Cleanliness was 10/10, and every part of the resort felt beautifully maintained.

A special mention to the manager, Andre, who kindly offered us a late checkout at no extra charge — a thoughtful gesture that made our departure even more relaxed and enjoyable.

What makes The Surin so special is that it truly caters to everyone — romantic and peaceful for couples, fun and relaxing for families, and wonderful for groups of friends.

But above everything, it is the people who make this place unforgettable. Their kindness, smiles and genuine care make you feel welcomed and looked after from the moment you arrive.

The Surin Phuket is more than a five-star resort — it is an experience of warmth, beauty, serenity and genuine Thai hospitality.

10/10 — we absolutely loved it and cannot wait to return. ❤️🇹🇭

Kop Khun Ka — thank you from the bottom of our hearts for making our stay so incredibly special. 🙏❤️🇹🇭