Before I start my review, I must first and foremost clarify that this experience is relative to my expectations and wants. You do not have have to agree.

Also, I have stayed at Holiday Inn Phuket before, which was amazing in comparison, and makes this hotel even more pathetic when compared to its competitors.

With respect to my expectations and wants/needs, I present the FACTS (not opinions) of the hotel which failed miserably. I stayed in a Superior Room in the Lakeside Wing.

1. No Bathtub.
I just finished a solo backpacking trip in Ho Chi Minh and a short shopping trip in Bangkok before I finished at Phuket to unwind. Imagine the shock when I stepped into the room and found no bathtub. Even the cheap Bangkok hotel I stayed in had a bathtub. All my plans to soak and unwind went down the drain.

2. No WiFi.
I PAID for the internet, and the package description reads "Unlimted Internet Access throughout the Resort". First of all, the reception gave me no information whatsoever with regards to my PAID WiFi (More on the service later). Fine, I'm rather techsavy; I can figure all that out. I scrolled through the available WiFi and found nothing that remotely resemebled something I could access. I asked the porter who brought my bags in and he replied, "Oh! No WiFi, got cable." and proceeded to fish a LAN cable from the drawer. I was really irritated by then and this simply means that I do not have Internet Access THROUGHOUT the Resort. I did find out that they have WiFi at the Lobby area, but my main usage was in the room.
Fine again, I proceeded to slump into my bed to use my laptop. The saving grace was that the cable was long enough. BUT, the LAN cable did not have the clip which holds the cable in the port and the cable kept slipping out as I was using it on the bed. Now that was ultimately irritating.

3. No view (which was fine) but view for others
The receptionist informed me (apologetically) that there was no view, which I am rather fine by. But when I went to my room, I realised that it oversaw a multi-storey carpark. And there was someone right at the top who could look directly into my room. Needless to say, I left the curtains drawn throughout my stay. Might as well have built no windows at all.

4. Ants.
I left an empty glass (which had held juice) on the dresser overnight and by the next morning, it was a happy little bathtub for a group of ants. Sure, I probably should have washed it, but hey, I'm on holiday. And this simply means that there is probably an ant nest somewhere around in the room. Not good news for people who likes to snack.

And finally, let's move away from the facts and throw in my opinions. Unfortunately for them, I experienced world class service at Holiday Inn and as a result, theirs pale in comparison. Sure, there was the occassional smile and all, but I did not feel the same warmth and welcome I got from Holiday Inn. The breakfast was rather disappointing too (my opinion). I believe I have written enough to show how poor my experience was. I am not going to bother to provide any saving grace as I don't believe there was any.

The overall experience was frustrating and poor.

We stayed at this hotel when it first opened we really enjoyed it.To be so close to the main shopping centre but not right on top of the bars made it most suitable to us. We are returning in september and bringing another couple with us we wanted to book direct to the hotel so used their "reservations" email but even though i have written twice i still have had no response so i am wondering if their customer service has deteriorated. has anyone else had this problem

First thing they need to find the architect who designed the room washrooms and fire him or her . The bathroom/ toilet offers absolutely no privacy to the person inside or outside ( depends which way you look at it ) , there is only blind which separates the bathroom from the main room. The one and only wash basin is in the room itself next to the minibar and very inconvenient.
Location of the Hotel is great ( although about 10 minutes walk to the nearest beach) and right on the doorsteps of hustle and bustle of Patong, including the famous Soi Bangla road !!
The Hotel has 2 wings , named Beachside and Lakeside ( these are only names as there is neither a beach or lake close by). Beachside wing is closer to the night life and hence more noisy , the lakeside wing is more calm and quiet .
The Hotel is part of a big shopping center,Jung Ceylon and this is great as you have immediate access to many wonderful restaurants, massage , spas, supermarket( for your room provisions) .