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.

There are no words enough to describe the amazing experience that we lived at the resort. Amazing surroundings, amazing food, amazing staff, amazing rooms