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“An extremely disappointing experience”

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Hilton Phuket Arcadia Resort & Spa
Ranked #33 of 135 Hotels in Karon
Certificate of Excellence
Reviewed 12 August 2014

My friends and I ended up staying one night at the Hilton as there was a problem with the generator at The Village on Coconut Island, which was where we were supposed to be. We were actually quite excited to be put up at the Hilton, because we have always had good experiences with the Hilton hotels and believe there is a certain standard and quality to its establishments.

I'm not sure if it was because we were last-minute guests, but we were put up in a musky room in the Saitong Wing that was old and rather run-down. The cupboard door couldn't work, the shower stall had a strange white powdery substance on it, the bathtub had black stains and the water was yellow. The temperature control of the shower was also extremely erratic. What was more disappointing, however, was the quality of the buffet breakfast. The chefs actually managed to ruin Pad Thai (in Phuket!) by making it tasteless and rubbery! The tomato juice was also cloyingly saccharine and the grilled tomatoes were so over-burnt they looked diseased.

Needless to say, we checked out as soon as we could.

The Hilton brand is a trusted one that has always been able to boast of consistent standards of high quality, and I do hope that the management at the Phuket Arcadia Resort will look into improving the standards at this hotel.

Room Tip: Avoid the Saitong wing.
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  • Stayed: August 2014, travelled with friends
    • Location
    • Sleep Quality
    • Service
6  Thank sheenayap
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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1,061 - 1,067 of 3,246 reviews

Reviewed 9 August 2014

Location: The location is superb, quiet and nice for family vacation. The Karon beach is 1 minute walk from Hilton, it's actually almost like the private beach of Hilton. We booked for a shuttle service in advance (850 baht with a nice SUV car, it's better than some over-priced taxi at the airport). Some restaurants and small shops are just 5 mins walk from hotel

Check-in: Fast and easy, a separate desk for Hilton Gold and Diamond member. We were greeted with three fresh juice and cold towel. There's always someone helps you with luggage, a free shuttle is operated from lobby to the main entrance(every 15 mins). The hotel is very big!!Like a big garden, I'm sure you will love it. It's like a little paradise for family vacation.

Hilton Gold member: Free welcome fruit and chocolate, we were upgraded to Lotus wing, nice view with lounge access. The Panorama lounge offers breakfast, and free drinks from 7am until 9pm. The Happy Hour from 17:30-19:00 is almost like a small dinner, free beer and chicken wings. The lounge access can save you a lot of money, particularly we have three people on this trip.

Room: You get two bottles of water for free everyday, the room is big and clean, nice balcony for watching the sunrise. The bed is comfortable, the service is definitely Hilton standard.

Fitness: The swimming pool is a highlight, not too crowded, so you would get a lot of privacy, this matters a lot for family trip. There are tennis, Ping-pang, Squash, some equipment are free.

Spa: I have to say the Spa here looks great! I love the place better than the Spa itself, I had a haircut at Spa, the staff here are professional.

Restaurants: A bit more expensive compare with other places in town, I would recommend to eat in some other places unless you are too lazy to walk. We tried The Sails, it was just alright.Some seafood places are just 5 mins walk from hotel and much cheaper

Room Tip: Lotus Wing is better if you have Gold or Diamond membership, executive lounge access is preferred
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  • Stayed: August 2014, travelled with family
    • Rooms
    • Cleanliness
    • Service
3  Thank euromun
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 August 2014

We stayed here as couple in the month of may'14 for 4N, i can say the location is very perfect for a peaceful stay & very near to all the Point of attraction in phuket. The hotel is huge has two lobby, one for transport access & other is reception.Staff are very friendly & you can contact them for transport rentals & moving around. This hotel in just on karon beach all you need to is just cross the road to access the beach. They even provide you beach towels which has to be returned on by 7PM local time. About the room: we stayed in King delux+ Sea view which we felt as best value you for money, some complained about noise due to renovation but we dint come across any such. you can ask for room preference Andaman 'B' wing 7th floor onwards.

Pros: We liked the hotel location, food & hospitality
Cons: Though it is old, it doesn't seem so due to the maintenance by the management. But again depends on personal choice
Location: You got the beach, bikes rental are just on the entrance of the hotel. All the basic necessary shops are around the hotel.

Room Tip: Andaman 'B' wing 7th floor onward for perfect sea View
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  • Stayed: May 2014, travelled as a couple
    • Value
    • Rooms
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2  Thank Shyam0610
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 August 2014

we stayed over one week in this wonderful resort. Room was big, with a terrace and with a nice view overlooking the hills. Room provided also a big bathroom. The food was excellent at all the restaurants and the pool was clean and very nice. Staff was very professional, however the problem of the hiltons is that you find many stressed employees and smiles are not genuine but part of a procedure to be followed.

  • Stayed: October 2013, travelled as a couple
    • Value
    • Cleanliness
    • Service
1  Thank redjack80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonPhuketArcadia, General Manager at Hilton Phuket Arcadia Resort & Spa, responded to this reviewResponded 17 August 2014

Dear redjack80

Thank you for taking the time to write a review following your recent stay.

I am glad to know that you had a wonderful stay with us. I am also happy that you found the offerings of hotel and professional service of our team members to your satisfaction.

I hope we will have an opportunity to welcome you back for a longer holiday.

Kind regards

David Prince – General Manager
Hilton Phuket Arcadia Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2014

Cool-Calm-Clean-Clear.The stay was fantastic with helping and upmark service.the place was sparkling clean spik n span.The best part was the location and the serine beauty of the place... The place is away from the city centre..it would be appreciable if there would have been a pick-up n drop facility on hourly basis. REST IS FINE ......ONE OF THE BEST PLACE TO STAY WITH FAMILY N FRIENDS.

  • Stayed: July 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Hilton Hotels & Resorts
Thank Rajiv Shankarao B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 August 2014

My wife and my 8 months old son spent three nights at this hotel/resort for a quick long weekend get-away. We've booked through the Hilton Honors webpage yet despite the standard reservation confirmation we've got another email with all detailed information for this resort.
My request for a baby bed and some special arrangements for our wedding anniversary have been promptly fulfilled. We've also asked for a pick-up at the airport, which then was also pre-arranged with a great level of detail about where to go and whom to call in case of problems.
When we arrived in our room it was a very pleasant surprise as the arrangement definitely exceeded my expectations. Despite the ordered flower bouquet there was also a nice big cake a fruit basket and a nice note on the bed made out of flowers!
The service experience throughout our stay was excellent and the only downside is that the hotel would need some renovation to remain a preferred location.
For a short weekend get-away it's though a perfect spot and very kids friendly.
I'd go there again at any time!

Room Tip: You may want to specify to get a sea-view room at a higher level
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  • Stayed: July 2014, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank HWtravel3005
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonPhuketArcadia, General Manager at Hilton Phuket Arcadia Resort & Spa, responded to this reviewResponded 17 August 2014

Dear HWtravel3005

Thank you for taking the time to write a review of your stay.

It was our great pleasure to be chosen for celebrating your wedding anniversary. I am delighted to read your comments on our arrangement and attentive service from our team members which make your stay a memorable experience with us. I have shared your feedback with our entire resort team as a great motivation.

With regards to hotel conditions, please be informed that it has a continually program of refurbishments in place and we have a clear plan to address any and all areas that require an ‘update’ to ensure we offer the best facilities to our guests that we can.

We look forward to welcoming you back for another holiday very soon.

Kind regards

David Prince – General Manager
Hilton Phuket Arcadia Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 August 2014

Stayed in Centara Krabi and Renaissance Phuket the day before going to Hilton,there are a lot of things seems not right.
1. A lady staff with traditional thai outfit to greet at the tram stop,she has to unloaded the luggages from our car which seems unappropriate,and we decided to carry it ourselves.Its not a good first impression to greet a Gold HHonors member I guess.

2. As there is a guest at HHonors reception,we decided to check in to the main reception. Staff were busy with their stuff, we have to wait for them to finish their work,only then one of them greet us.And it wasnt very friendly.After awhile,she checked we are one of hhonors gold member,she becomes nicer and handed us to other staff,probably the one which handle hhonors member.We were offered a bunch of flower and welcome drinks which enough to keep us waited.Then,the staff informed us to wait once again as the room is not ready yet,she brought us to the panorama lounge for drinks.Its fine for us.Only then,the service becomes excellent and we appreciate it.

3.The room is quite nice,however feels a bit old with its furniture.The toilet is bad,squecky sound and hard to slide over.It was 1298 on lotus wing.

4.There isnt enough staff in panorama lounge especially during afternoon tea,the service is very slow as we have to order drinks and cannot do it ourselves.However,the hilton cheese cake is very good and well done for that.

5.Facilities are very well-maintained,enough to keep me and my brother entertained.Table tennis is excellent,the swimming pool is great,night liveband was awesome.However,lack of training to staff making it hard to make guest feel appreciated.

I believe Hilton did its best,but there are alot of things that can be done to improve.In my case,Renaissance is a lot better,which I made my thought, Why Hilton phuket for my next visit? Other than that,everythings good.Well done,keep it up.

  • Stayed: August 2014, travelled with friends
    • Sleep Quality
    • Cleanliness
    • Service
Thank MuhdFadhlan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
HiltonPhuketArcadia, General Manager at Hilton Phuket Arcadia Resort & Spa, responded to this reviewResponded 6 August 2014

Dear MuhdFadhlan

Thank you for sharing a review of your recent stay with us.

As we replied to your e-mail which was sent through our brand channel, I am glad to know that you and your friend enjoyed overall stay. Moreover, our team at Front Desk & Panorama Lounge well looked after you despite of some negative aspects of your stay.

We look forward to your return stay next year.

Kind regards

David Prince – General Manager
Hilton Phuket Arcadia Resort & Spa

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Hilton Phuket Arcadia Resort & Spa

Address: 333 Patak Road, Karon, Phuket 83100, Thailand
Phone Number:
Region: Thailand > Phuket > Karon
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Business Hotel in Karon
#15 Top resorts Hotel in Karon
#18 Family Hotel in Karon
#18 On the Beach Hotel in Karon
#20 Spa Hotel in Karon
#25 Romantic Hotel in Karon
#31 Luxury Hotel in Karon
Price Range: £33 - £304 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Hilton Phuket Arcadia Resort & Spa 5*
Number of rooms: 665
Official Description (provided by the hotel):
The resort is located on the island’s west coast and offers a range of fun and relaxation options for parents and children alike. The resort sprawls over 75-acres landscaped gardens, right on the golden sands of Karon Beach. The resort is conveniently located to four world-class golf courses, elephant riding, scuba diving, ancient golden temples and an abundance of shopping areas. It is the place that you’d rather be with your family for next holiday. ... more   less 
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Also Known As:
Hilton Phuket Arcadia Resort And Spa
Hilton Phuket Arcadia Hotel Karon
Phuket Hilton
Hilton Phuket Arcadia Resort & Spa Karon

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