“Nice hardware but service lacks maturity. Superb restaurant.”
Stayed in a penthouse pool suite, with roof top pool. Rooms very spacious, hardware and finisihing of the highest quality. Well maintained and clean. No complaints here. I would recommend to stay either in the Villas (if large group) or the penthouse pool suites. The other suites lack a view and seem rather dark/not very private due to proximity to the common areas/walkways.
The biggest compliment goes to Silk Resturant. Superb. I would say its the best Thai food I have had anywhere counting top restaurants in Bangkok. Service was very good. Eating there was a highlight of each day. And on top, the prices were very reasonable. Worth coming back for the food alone.
However the general service levels at the resort is immature. Staff were friendly and sincere, but the general processes, supervision and efficiency needs improvement. Eg, housekeeping was rather slow, rubbish that other 'considerate' guests had left outside their room adjoining ours took a long time to be collected, checkout contained various billing mistakes, etc etc. The Spa was not that good, esp compared with other top tier spa/resorts.
One significant complaint was the use of out-sourced Vans to/from Airport. The resort charges a very expensive fee for this (over 100 USD one way) which is very expensive by local standards (and compared to other 5 star hotels). Yet they use local hire vans which one can prob hire for 1/4 the price if not less. They not punctual, no seatbelts on some, not particularly friendly drivers, no refreshments etc. Not a great first impression on arrival at the airport. Surely a hotel pickup from this level of resort at this price should be with in-house cars/drivers (eg like Banyan Tree).
Overall it was a very good trip but the service improvements would make it even more distinctive.
Top floor for the suites are worth it as more airy and private.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
5 June 2012
Thank you kindly for your feedback regarding your April stay. We have noted the areas requiring improvement, and will certainly aim to ensure the necessary head of departments are briefed to ensure only the best service or options are what is delivered to our guests (from spa, to transportation). On a positive note we are thrilled to hear your comments for SILK restaurant. We do hope we get the opportunity to see you visit us again. Best regards, Daniel Meury, General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC