Title: Great location and pool, but disappointing room condition and weak management
The hotel has an excellent location directly on Chaweng Beach. The pool area is beautiful and well maintained, and the sea view from our room and balcony is fantastic.
The staff were generally friendly and helpful, and we appreciate their efforts. The location, direct beach access and pool facilities are definitely among the highlights of this hotel.
However, we were disappointed with the condition of our room. We noticed stained pillow covers, dirty curtains, numerous stains on the walls and ceiling, and worn or damaged furniture and cabinets. Some minor repairs and cleaning were carried out only four days after our arrival, although we had already reported the problems after our first night.
The housekeeping staff did a good job during the cleaning carried out later, and we appreciate their efforts. However, the level of dirt and the number of stains in the room went beyond what could reasonably be addressed through standard daily cleaning. The room clearly required a more thorough deep cleaning and proper maintenance, which should have been completed before our arrival.
The work also took place while we were in the room and during our own holiday time. We would have expected the room to be properly inspected, cleaned and maintained before our arrival, rather than several days into our stay.
Some issues were addressed, such as the toilet flush, air conditioning display, several surfaces and the balcony sliding screen. The broken metal fixture in the shower was removed but not replaced. However, the more fundamental signs of wear, damaged furniture and stained walls and ceiling remain.
We understand that not everything can be repaired immediately, and we did not expect the hotel to repaint the entire room or replace all furniture during our stay. Nevertheless, these conditions should have been identified and addressed through proper inspection and maintenance before check-in.
Unfortunately, the hotel management was particularly disappointing. We repeatedly received generic responses and standard phrases instead of a concrete solution. Even after further communication, it took four days before any meaningful work was carried out, and this only happened after Trip.com became involved. Without Trip.com's support, we felt that our concerns were simply being dismissed rather than properly addressed.
The hotel staff themselves were friendly, but the management's handling of the situation felt weak and not particularly customer-focused. There was also very little communication about what was actually being done or how our concerns would be resolved.
The room itself is very small, and the balcony is extremely limited in size, making it difficult to comfortably enjoy the beautiful view. This can be seen in the room photos and advertised room dimensions, so the size itself is not our main complaint. Our main concern is the condition and maintenance of the room.
Considering that the hotel is presented on Trip.com as a top upscale hotel in Koh Samui and given the price we paid, we expected a significantly higher standard.
For families or guests who mainly want to enjoy the pool and beach and spend very little time in their room, this hotel may be a good choice. However, if you also enjoy spending your evenings relaxing on the balcony and taking in the view, I would recommend looking for another hotel with more comfortable and better-maintained rooms.
Overall, the location, beach, pool and views are excellent. The staff are friendly, but the room condition, delayed response and weak management significantly affected our experience.
