1. After reading the reviews and seeing the photos felt sure this place would be amazing! How wrong we were. Its so not a luxury hotel by any means. We checked in on New Years Eve in the afternoon and when we arrived all we could here was VERY loud music coming from right outside the resort. I was very tired and wanted a nap before dinner but when we checked into our room that was impossible! Too light (even with all curtains closed the sun came in a lot, also with the loud music going on outside. We asked the staff where it was coming from and basically it was the locals having a street NYE party with a stage set up, and band playing all through the day and night?! Becuase the resort is not on its own private land there was nothing they could do!

The rooms look good but are very small and impractical concrete blocks! The bathroom was outside so it meant I              or my husband would wake up if either of us went to the toilet in the night as the doors were not easy to open, plus            then even more light would come in if it was say after 6am! We complained about the light and the manager                          upgraded us to a pool villa which was not much better! The aircon machine was VERY loud, so even though it was           a darker room still could not sleep well?! Also the room was small and crap layout, not much space for luggage at all and we have two Large suitcases and two small ones. The lighting too was terrilble sooooo dark no where to sit and apply make up and dry hair with good light! The outside bathroom was useless, I wanted a bath and it took FOREVER to run and the sinks blocked as soon as you turned the taps on which was a nightmare when brushing your teeth! The shower was a rain head shower also not what we like especially when washing my long thick hair! This hotel was NOT worth anywhere near the £400 +++ a night they were charging, have slept better in far cheaper places where everything worked properly etc. The pool looked ok (didnt use it), we checked out after one night!

We also stayed at The Six Senses Destination Spa Phuket which was HEAVEN on earth and a true luxury escape. There we had an amazing BIG pool villa, the food was fantastic and included in the rate, as was two hours massage treatments each each day in the spa. Very peaceful and we slept like babies there, we will go back there again for sure!!!!

2. We had planed to stay 6 nights at the Sala Phuket but checked out after 3 nights. We were totally disappointed by the service level, which is NOT the service level of a so called 5 star hotel. I believe there is problem with the management not training their staff properly.
The concept and architecture are memorable but in my opinion are not enough for a 5 star resort.
The unprofessional service level ruined our stay.

The worst was the service at the restaurant. A real joke ! Never seen that anywhere else and I travel extensively. Mistakes in orders or serving food at the right table, never had the same waiters/waitress, lots of confusion. Food served too quickly (we had barely finished our main course that desert was there on the table… not even 2 minutes in between..) or too late , had to wait 40 minutes + for our main course to be served. Rice served cold. No breakfast buffet, but “à la carte” and there also many mistakes..
Regarding room service, systematically forgot one of your orders when delivering.
Laundry : they deliveree the laundry of a man ! Had to call laundry service, their english speaking was so bad… Took 30 minutes before they understood they had made a mistake and search for my cleaned clothes.
Villa was coming with Wifi connection but it propably worked 2 hours within 4 days. Technicians was not able to fix it neither explain why it was not working… They made us changed villa but still nor working, we just wasted one afternoon trying to sort this out.
Guest service : I called a couple of times to book taxis for next day. When I called 5 minutes before our reservation time, they did not know what I was talking about and had no reservation.
Room cleaning : was superficial, floors not washed, private pool cleaned once in 4 days. Only the bedroom of the villa is indoor, the rest is outdoor , toilets and bathroom included so not convenient when raining.
Overall this level of service is not acceptable for a so called 5 star hotel and has no excuse especially at a period of the year when resort is half empty..
We really regret we wasted our money and time there.We had planed to stay 6 nights at the Sala Phuket but checked out after 3 nights. We were totally disappointed by the service level, which is NOT the service level of a so called 5 star hotel. I believe there is problem with the management not training their staff properly.
The concept and architecture are memorable but in my opinion are not enough for a 5 star resort.
The unprofessional service level ruined our stay.

The worst was the service at the restaurant. A real joke ! Never seen that anywhere else and I travel extensively. Mistakes in orders or serving food at the right table, never had the same waiters/waitress, lots of confusion. Food served too quickly (we had barely finished our main course that desert was there on the table… not even 2 minutes in between..) or too late , had to wait 40 minutes + for our main course to be served. Rice served cold. No breakfast buffet, but “à la carte” and there also many mistakes..
Regarding room service, systematically forgot one of your orders when delivering.
Laundry : they deliveree the laundry of a man ! Had to call laundry service, their english speaking was so bad… Took 30 minutes before they understood they had made a mistake and search for my cleaned clothes.
Villa was coming with Wifi connection but it propably worked 2 hours within 4 days. Technicians was not able to fix it neither explain why it was not working… They made us changed villa but still nor working, we just wasted one afternoon trying to sort this out.
Guest service : I called a couple of times to book taxis for next day. When I called 5 minutes before our reservation time, they did not know what I was talking about and had no reservation.
Room cleaning : was superficial, floors not washed, private pool cleaned once in 4 days. Only the bedroom of the villa is indoor, the rest is outdoor , toilets and bathroom included so not convenient when raining.
Overall this level of service is not acceptable for a so called 5 star hotel and has no excuse especially at a period of the year when resort is half empty..
We really regret we wasted our money and time there.

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About Concierge

Here is profesional Front Officer of Phuket

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