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Reviewed 19 January 2013

I just came back from an incredible experience in Thailand, even having such a horrible experience in this hotel. I was with two friends for 4 nights at the sea view suite (4K Bahts/night). From the website it seemed as a great deal, amazing room and view for a low price. However, our experience in this place could not have been worse.

To start, the room was falling to pieces. Bathroom was worse than a cheap dirty hostel one (have pictures to prove). The shower didn't work, neither did the toilet. Lamps were burned out and the room was never clean.

What would a normal client do? Ask the reception for a repair man, but now comes the worst part. The staff was extremely rude at all times. No exception. They were aggressive and said they could do nothing and it would be better if we left. During our stay there, we avoided even seeing them when we went out. If we were not in a far away beach where no one spoke english, we would have called the police to straight things out and give a proper response to such a petulant staff.

Even worse was the staff at the restaurant. Unmotivated staff served a crappy breakfast. completely dirty kitchen. After the first day we decided to eat out the other mornings.

Well, Thailand is a wonderful place and we had a great time. This resort could not ruin our experience and also we found other great places and people to even this out.

Room tip: Not in this place
Date of stay: January 2013
  • Trip type: Travelled with friends
    • Value
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2  Thank Diogo O
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 6 January 2013

After spending a week reading every review from T.A. and lonely planet, as well as friends personal experiences, we decided to choose Phutawan over the other resorts for a week vacation over xmas. Because of such great reviews from the past, I am inclined to think that the management has been replaced or there are new owners here - This place was the worst hotel I have ever stayed at, outside of a nightmare in Bratislava that I wont go into.
We arrived and were showed our rooms - clean and in order. Until my girlfriend opened the bathroom. the bathroom stank like pungent mould. We have visited almost 20 countries in the last 5 years and stayed at some dodgy places, but this was a smell on a different level. The bathroom taps were so corroded, we wouldnt touch them without napkins.the shower head was falling off the wall. The manager was extrememly unfriendly when we asked if we could change, and refused right away. Thankfully, Lookpad,the reception girl, (who along with one other person at the reception and the room cleaners are the only friendly people at this place) found a room and told the boss they could change us. We were changed the next day to a room with a much better smelling bathroom. But smelly sheets and a garbage in the bathroom that hadnt been cleaned out (normally not a big deal, but in thailand you dont flush your used t.p. down the toilet, you leave it in the garbage can - catch my drift?)
Somewhat satisfied with our room, we now move onto the restaurant which Lonely planet lists as its top choice on Railay. Its listed as serving Breakfest Lunch and Dinner, but after inquiring why no one was there, they told us that its shut down because they dont have enough employees. Its just open for us valued hotel guests for breakfests! which consists of cold eggs (yes, I got there right at opening. the eggs are cold - a half hour later they are warm after being put over a flame in the buffet. this leads me to believe they are yesterdays eggs they reheat). the staff at the breakfest "restaurant" are the most unmotivated unfriendly people I met in our 2 weeks in thailand. We would greet them with a hello in thai, and say thank you in thai after ordering which they would then stare, scowl, and walk away. Im not making this up! it was like they were angry that they had to work there! For 5 days we ate there, and for 5 days they never got close to our order right. We would order stuff and wait a half hour until something completely different came out. Coffee arrived one day 30 minutes after we finished eating, after asking 3 times. we gave up on the 5th day and ate somewhere else.
We are also in the process of inquiring with expedia as to the "special fee" we had to pay for the "mandatory new years buffet dinner" that was part of the booking over new years. the manager said they couldn't help us, their restaurant wasn't having a new years dinner anymore, even though we were forced to pay in advance, and that it was between expedia and us.
Anything else I can think of? Horrible staff (except for Lookpad and the guy that worked at reception), stinking rooms, worse food. there was also the bar 20 meters away that decided to host a full moon party that no one showed up to, but still paid their imported D.J.s to play house music at insane volumes until 5am one night - but in all fairness it was just one time and the hotel staff did repeatdly ask them to shut it off. There was a french family the next morning in tears because they were so angry screaming at the staff of the bar and the hotel. That was a sight!
In order to be fair, I heard that other resorts are quite dirty in the east area, and the cleaning staff after the first day did a great job of cleaning our rooms. the view is great, and the grounds are well gardened. thats the pros
When we left the staff was all standing in the area, and we said goodbye in Thai and smiled. They all did the same, except for the Manager who couldn't even say a friendly goodbye, not a word. I am not a complaining person. As my girlfriend can attest, I take it way too easy with bad service, unfriendliness, dirty rooms, etc. As my other reviews show as well, I am not the type to unfairly complain about a place. But this place deserves the one star rating im giving it. Horrible.

Date of stay: December 2012
  • Trip type: Travelled as a couple
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1  Thank lucanusr
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 6 January 2013

Beautiful surrounding (proper jungle, monkeys, snakes, geggo's day and night) The staff (shy courtious and helpful very traditional thai they all live and work on the job so they very much live as a family many of which have beautiful lady boys). The wooden huts are nicer than the rooms but still nice and clean, i looked at both. We stayed a whole week - i think 2 /3 days is enough then move on like most places in Thailand.

The Thai cooking lesson they run is fantastic - have a go. We did 5 dishes our teacher was Wee Wee (very Good) from a soup, starter, 2 mains, rice and desert for 1000Baht £20 well worth it passing a few hours away. The set up is all outdoors so dont worry you wont be missing out on the weather either.

Room tip: a good tip for those who can only make half the hike of getting there is to ensure you have the resorts number and a thail mobile (uk's mobiles have no signal in this jungle) and the staff send a colf buggy to you free of charge to the path that will get you up to the resort (but do tip them a small amout) so your not out of steam when you get there. Chow is a thai regge music man and at night he has a jungle party he sings thail and english so well worth a visit we had a few fab nights in here, please let them know of this message has he does not do technology etc but he will be intersted. Hydrocortsone 1% cream for insect bites and repielent spay work very well together especially here in the jungle and the mossi love white skin. better to be prepaired.
Date of stay: December 2012
  • Trip type: Travelled as a couple
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Thank 1971JohnM
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 5 January 2013

This was our last hotel of our three week Thailand trip. We stayed in a wide variety of accommodations but this was without a doubt the worst place we stayed during our trip. The setting is indeed stunning and the cottages are very charming. However, there were deficiencies in our room when we checked in such as no hot water and many of the lights were burned out. They attended to these relatively quickly but clearly the question to be asked is why weren't these attended to prior to our arrival? Unfortunately at every turn, you can see the hotel is deteriorating and areas are closed off due to rotting wood (near the breakfast area).

The front desk staff and manager were friendly and pleasant. They kindly assisted with our requests for help. In contrast the morning staff who attended to the breakfasts were simply horrible. Never a smile nor did they seem remotely interested in their jobs. On the second morning we were among the first people at breakfast and it was disgusting. Ketchup stained table cloths were used under the hot plates containing eggs. All the table cloths were dirty, they weren't even brushed off from the previous day. Grease stains and crumbs were simply left. The butter had not been put out yet and when we asked for it, the staff unhappily presented us with the previous days bowl of butter from the refrigerator. It was again disgusting to see crumbs and day old bits of jam in the near empty container. We couldn't eat breakfast and didn't even bother with it the following day. We elected to pay for our meal elsewhere. In our opinion this is not a one time occurrence. Staff who care would never have presented food in this manner. Why would anyone attend their cooking school when they clearly have no regard for cleanliness?

We would not recommend this hotel.

Date of stay: December 2012
  • Trip type: Travelled with family
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Thank punk_n_tiller
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 16 December 2012

The hotel is located up a hill so be prepared for a little walk to the beach as well as any restaurants. but this is good because its clean and quiet, and very safe. Never felt like anything bad was ever going to happen to me. The hotel has air condition and TV, and my room has a porch. There is free wifi in the lobby but not in the rooms.

Date of stay: December 2012
  • Trip type: Travelled with friends
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    • Cleanliness
    • Service
Thank Chelssjh
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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