First, I want to say that this is a beautiful hotel. The details in the design throughout the hotel and in the rooms are worth the visit in themselves. It is obvious that the hotel invested a lot in the architecture of the hotel. I just hope the management can spend the same effort in training their staff more in customer service to fully realize the potential of this property.
My wife and I got married last weekend in the south of Phuket. After a few days of celebrating there, we decided to move with our guests to the Indigo Pearl to experience the other side of Phuket. To that point, everything in our destination wedding was perfect. However, the check-in experience at the Indigo Pearl was one of the worst I have ever experienced (and I am a frequent global business traveler).
My main issue is how they treated my wife's grandmother during the check-in process. One of the main reasons we chose the Indigo Pearl for the second half of our wedding was because it is close to the airport. On the day we and our wedding guests checked in, my new in-laws and my wife's grandmother were scheduled to fly home in the evening. We thought they could drop their bags off in our room and then we could go have a final dinner together before their flight. However, when we were checking in, the lady at the front desk told us that non-registered guests were not allowed to be at the hotel. I tried to explain the situation and she said there was nothing she could do. My wife's grandmother is over 80 years old and it was a 90+ degree day and the lobby has no air conditioning.
I asked to see a manager and it took a very long time before someone could speak to me. During this time, my wife's grandmother was not feeling well due to the heat and had to lie down on the couch in the lobby. Finally, a gentleman who said he was the manager came to meet me. Unfortunately, he also told me that there was nothing they could do and non-registered guests were not allowed in the hotel. His English was not good, and it felt like he was asking our entire group to leave the hotel. At this point, my wife started to get worried and started to go online to look at other local hotels for us and our guests even though we had already paid for all of our nights at the Indigo through online reservations.
Finally, I was able to get ahold of the manager's supervisor who finally let us check in and allowed my wife's grandmother to come to our room to rest. The whole process took almost 2 hours and there were no other guests besides our group in the lobby.
Even after this terrible ordeal, I do not blame the people at the front desk as they were probably just following their training from the hotel. However, I think that management needs to consider how to handle these types of situations better by training their staff to offer solutions instead of making their guests feel like they are not welcome.
Overall, the hotel has all of the hardware to be a great place, but I hope that the management can invest to improve the customer service so that their guests can feel more welcome. Part of this training should also be invested in language. We had mainly native English speakers, but also Chinese and Japanese speakers in our wedding group, but I still felt that there were a struggle to communicate with front desk staff.
The management should invest more to support the front desk operations, as I still believe this property has the potential to be a great hotel.
- Official Description (provided by the hotel):
- Nestled in its own private paradise adjacent to unspoiled Nai Yang Beach and Phuket Airport. A Bill Bensley design masterpiece and a member of Design Hotels, The Slate manifests an avant-garde expression of Phuket heritage, its rich culture and traditions with bold design and fearless imagination. A place where family legacy meets raw design, industrial beauty interrupts with unexpected elements. The all-suite property offers 177 accommodation choices, 7 luxuriously designed Pool Villas, 8 restaurants and bars, 3 outdoor pools, beach club, art gallery, fitness studio, tennis courts, 'Tin Box' kids club, award-winning Coqoon Spa, conference facilities and Thai cooking classes. ... more less
- Reservation Options:
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- Also Known As:
- Indigo Pearl Nai Yang
- Indigo Pearl Phuket
- The Slate Phuket/Nai Yang