Zenseana Resort and Spa

My stay at this hotel was extremely disappointing and easily the worst hotel experience I have ever had. T room felt poorly maintained and unclean. The floor was dirty, shower had visible staining, black mould on the wall and many surfaces throughout the room looked dirty. There was also a constant unpleasant smell. Housekeeping came to the room every day, but they did not actually clean. They would refill water and toilet paper and make the bed using the same sheets.

The bedding setup was also strange and unhygienic. The mattress had a fitted sheet, but only one side of the bed had an additional loose sheet placed over it, which was very noticeable and uncomfortable.I found visible staining underneath. Every Towel and other linens I received also showed similar stains.

I went to the laundry area and asked the staff member for help because I was unsure how the coin system worked. He took my coins, put them into the machine himself, and told me to load my clothes. However, he never explained that the machine was automatic or that specific settings were required. There was no clear guidance provided. He raised his voice at me when I was upset about it. The washing machine said it would take an hour and dryer 3 hours which is annoying, the staff seemed to understand and I my clothes would be dried and brought to my room. When I woke up, they were not delivered. The room phone did not work, so I had to go downstairs only to find my clothes had been left sitting wet in a bag, unattended, which could easily lead to mould or theft. There was little concern shown when I raised this issue.

Several basic facilities did not function properly, including the tv, wifi and room phone. Most concerning was the electrical outlet in the room, which was loose and unsafe and damaged my charger and adapter, they were burnt and it was scary.

Another major issue was the lack of air conditioning in the lobby and lifts, which made common areas extremely hot and unpleasant, especially in Phuket’s climate.

This was also the only hotel in Phuket that required a deposit during my stay, which I didn’t mind but they provide dirty things and I’ve read in reviews they accuse people of the stains so they keep their money so after reading that it added unnecessary stress given the condition of the room and the stained items provided.

Overall, the hotel felt dirty, poorly managed, and very misleading in how it presents itself. Staff may act friendly on the surface, but the standard of cleanliness and service does not match what is advertised.

I have stayed in multiple hotels in Phuket, including budget ones, and they were significantly cleaner and better run than this property.

Honestly, save yourself the time and money, stay somewhere else.

Everything is great!Love you hotel!