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“A Disappointing Experience”

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Serenity Resort & Residences Phuket
Ranked #6 of 43 Hotels in Rawai
Certificate of Excellence
Reviewed 17 February 2012

I checked into this hotel for two nights prior to heading home. I'd been scuba diving and needed a place to just relax for a day. The room was clean and spacious enough but if you don't like steps and slopes, don't come to this hotel. There is a significant difference in height between the reception and the pool and restaurant area. My biggest complaint was the total lack of management at the pool. I arrived with my book to look for a sun bed by or near the pool. I counted no less than nine beds reserved with a towel and a magazine. It was 2pm and people had obviously gone off to lunch or shopping or whatever. I asked the duty manager if they had a policy on this and she replied yes, it's not allowed. I then received a call in my room from the poolside manager who claimed that no such policy exists. I should add at this point that I had waited 30 minutes for a sunbed vacancy, but there were none. The hotel is 25km away from Phuket centre and even if you just want to go for a walk outside of the hotel, there is nowhere to go, you walk directly onto a busy highway. The pool complex is good and they allow nighttime bathing which is very refreshing. The hotel when I stayed was frequented by families with small children, so the attempt at a quiet, relaxed restaurant atmosphere didn't work - it was like eating in Macdonalds. The food was good, the service excellent and the prices well above average for Thailand. I'm open minded enough to realise that maybe I just arrived to one of those 'one-off' bad experiences. I used Trip Advisor to choose all my hotels in Thailand and this was the only one that missed the mark.

Room Tip: Ask for a room close to the pool and restaurant area. You'll have fewer steps and hills to clim...
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  • Stayed: February 2012, travelled solo
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3  Thank TrevorHall
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UrsPhuket, General Manager at Serenity Resort & Residences Phuket, responded to this reviewResponded 20 February 2012

Thank you so much for your review. We always appreciate reviews from such senior TripAdvisor contributors.
Please allow us to clarify the sun lounge issue pointed out in your review. At now point during any day last week, were there no sunbeds available at our pool area. We have two areas with sun lounges: directly by the pool and on the roof top terraces above East 88 Beach Lounge and Balu's bar. Sun beds on both roof tops where available at the time.
Only the lounges directly by the pool were occupied. We do have a no-reservations policy for sunbeds, but this is only enforced if there are not enough beds, which was not the case.

You also point out that you were inconvenienced by the kids around the pool as it was too noisy. The sunbeds on our roof top terraces are specifically for adults, more quiet and were available at all times. Furthermore, we recommend you a resort with a no-kids policy for your next stay in Phuket to avoid the children. Our resort is not advertised as an adult-only resort anywhere.

Three members of our management team, including myself pointed out those facts to you upon your inquiry during your stay. We trust that this clarifies the issue and remain, Sincerely, Urs-General Manager

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678 - 684 of 1,098 reviews

Reviewed 15 February 2012

This is a great hotel you need a suite room which will then be the biggest room you have stayed in the resturant serves some of the best food in phuket,try the massaman curry and the penne arebiatia you will not be dissapointed

Room Tip: Sea view suite
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  • Stayed: February 2012, travelled as a couple
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Thank kevin e
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UrsPhuket, General Manager at Serenity Resort & Residences Phuket, responded to this reviewResponded 20 February 2012

Thank you so much for your nice review. It was a pleasure to meet you and your wife during your stay. We certainly hope to be able to welcome you back! With best regards, Urs-General Manager

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Reviewed 13 February 2012

We stayed at Serenity for 5 nights at the beginning of our trip to Thailand. We were initially given a room with no balcony that was a little small. We requested a change and were given a bigger room closer to the pool and restaurant - very much appreciated. The hotel is well maintained, beds are comfortable, A/C works well. WiFi included. The staff are very helpful and friendly. Breakfast was very good with lots of variety and great coffee! We enjoyed talking to our waitress Gun, who was always willing to share her local knowledge.

The hotel is located on the east side of Phuket, so there is no sandy swimming beach. It is a little far from other restaurants and shopping. The hotel offers a free return shuttle in the morning to Nai Harn beach and an evening shuttle to Patong and Phuket Town for shopping. Make sure you reserve a spot in the shuttle the day before.

When we checked out of the hotel we took a taxi to the Phi Phi ferry. My wife dropped her wallet in the taxi, only to discover it missing when we were on the ferry. When we arrived on Koh Phi Phi we called the Serenity and explained our problem. The staff at Serenity contacted the taxi driver who returned the wallet with all credit cards and cash! It was mailed to our resort on Phi Phi and arrived a couple of days later. Thank you so much!

  • Stayed: February 2012, travelled as a couple
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1  Thank roncasual
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UrsPhuket, General Manager at Serenity Resort & Residences Phuket, responded to this reviewResponded 20 February 2012

Thank you very much for your nice review. I am pleased to hear that our team was efficient and prompt to locate your wallet and return it back to you! Sincerely, Urs-General Manager

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Reviewed 8 February 2012

The resort is a perfect place for total relaxation. The rooms are very comtable and huge compared to European standard. The fitness center is up to a high standard as well.

The pool area speak for it self - leterily is right on the beach with spectacular view over the blue ocean (be aware of the tide) The pool area compensate that the beach is not suitable for a swim!

The resort is kind of isolated from the nightlife and so on - therefor you may bring som extra THB for taxi rides or join the free hotel shuttle bus.

  • Stayed: February 2012
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Thank Jaje83
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UrsPhuket, General Manager at Serenity Resort & Residences Phuket, responded to this reviewResponded 20 February 2012

Thank you very much for your nice review. We are happy to hear that you appreciated the free shuttle bus to the shopping center and Patong beach on the west coast of the island. Kind regards, Urs-General Manager

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Reviewed 6 February 2012

Thank you Serenity! We had such a lovely time staying at you hotel, very nice to get up and sitting in a breakfast area and enjoying the lovely view infront of the restaurant!! Priceless!!
We stayed in Garden view suit and it was just nice and perfect size for us! Staffs are very friendly and helpful. Slightly hard to get into town if you do not have a car otherwise you can get a taxi at the front of the hotel.
Taxi in Phuket is so expensive so we decided to rent a car for just 1200baths per day, easy to get around :) we are not recommended people to rent a motor bike (seriously unsafe with Thai and foreigner crazy driver!!).
Near the hotel about 10mins drive , there is a best restaurant in town called Kun Ang (กันเอง) best seafood and otherwise delicious Thai food!! In cheap price!!! Loved it!!
The only thing I am not a big fan of is the cats around the hotel, the are cute but I am not a big fan but they don't harm you or anything but just walking chilling around the hotel :)
Anyway total all we loved and enjoyed our stay (9Jan-15Jan 12) in your hotel and definitely coming back very soon :)
Keep up the good work guys :)
Alisa & Ross Nation
From Melbourne Australia

  • Stayed: January 2012
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1  Thank RossandAlisa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UrsPhuket, General Manager at Serenity Resort & Residences Phuket, responded to this reviewResponded 20 February 2012

Thank you very much for taking the time to write such a lovely review about our resort. We are pleased to hear that you enjoyed your honeymoon with us. We were aware of the increasing number of cats strolling around the resort and they have now been caught, neutered and evacuated to a different place. We are now keeping only one cat on the grounds, which helps to take care about the rodents and other unwanted guests:)

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Reviewed 3 February 2012

We originally booked in to a nearby hotel which was not up to our usual standard, so moved to Serenity. As soon as we arrived, the hotel staff made us feel very welcome (especially Cal). We paid a bit extra to stay in a one bedroom suite which was huge, very clean and luxurious with a large outside terrace with sliding window doors to make the whole room open. I would highly recommend the sunset cruise organised by the hotel, it is very reasonably priced and is organised efficiently thanks to the staff. The boat is beautifully kept, and is a lovely trip. The general manager takes an active role in ensuring the cruise is run to high standards.

We didn't try the spa as there is a great massage place on the row of shop left of the hotel (250 bts).

The hotel is not walking distance to many restaurants or shops so we used a taxi driver recommended by the hotel - Mr Nong drives a v nice mini van and was very reliable and responsive and didn't ever try to rip us off. He will wait around to take you back to the hotel at the end of the excursion and you pay him at the end. His number is -----.

We were so happy that we ended up at this hotel and would most definitely stay here again.

Room Tip: None of the standard serenity rooms have a sea view. Worth paying a bit more for the view and terrac...
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  • Stayed: February 2012, travelled with family
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2  Thank Myholidays1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UrsPhuket, General Manager at Serenity Resort & Residences Phuket, responded to this reviewResponded 20 February 2012

Thank you so much for your nice review, which i will certainly share with our team members. We hope to have the opportunity to welcome you back in the future. Sincerely, Urs-General Manager

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Reviewed 1 February 2012

Phuket is a really nice island and Rawai beach is no exception. The resort is right on a nice part of the beach with a big pool and plenty of room to spread out and find a nice place to relax. They even have some roof top area above the restaurant with pool chairs. The rooms are pretty big and while ours was one of the smaller rooms with no balcony, it was good sized. We didn't have a view of the ocean even, or really a view of anything at all, but it was more than adequate and very clean. Nice t.v with cable, mini fridge, and snack bar wireless internet in the room. I don't understand why some have said it was small or "prison like." It was fine for us, but maybe try requesting a room with a view.

The staff was great and very helpful with whatever tours and anything else we needed. However we did have a few issues. First, our shower drain was halfway stopped up and we had to cut showers short before water would pour out of the bottom. It took three request and two days to have anything done about it. Pretty annoying.
Also, I know everyone talks about the "mafia taxis" that plague Phuket and it did become a small problem for us. The hotel has a taxi stand right outside the property with two guys who lay around in this bed all day watching t.v. It is really pretty comical to see. Anyway, these are the local taxi guys who I guess are supposed to be in the mafia? We asked them for a ride to a restaurant in town the first night and everything was fine. Very reasonable price quoted. I had directions on my phone for him and a phone number incase he could not find it. Phuket is pretty small and we weren't even leaving Rawai beach. Well he couldn't find the restaurant and his wife/girlfriend kept calling him and it seemed he was late to meet her somewhere or something. So finally he asked to just drop us off in town and we wouldn't have to pay? We agreed and ended up just walking a few blocks to the restaurant. The next night we went out to the bed/taxi stand to ask for another ride. We wanted to go less than a mile down the same road we were on. He just said no he didn't know how to get there. I showed him on the map, and just, no. We went back in the hotel and the staff called the guys to see what the problem was and they told us the taxi guy was mad we didn't pay. It was his suggestion!
After this, the staff explained the issues with local taxis and said they couldn't really do much about it. They were nice and apologetic about it but said they really couldn't do anything. However, they did suggest I just rent a scooter. I walked a block down the street and found a shop they rented scooters for about $5 a day! Problem solved! That was the same price as a one way ride to town and you no longer had to rely on the taxi guys. So after that we had no problem getting around anywhere we wanted. We rode all over the island on the scooter and it was perfect. When we did ask them for a ride to the airport, they provided us one, a very nice car, with no problem.
Hotel was nice, food and drinks are good/reasonably priced, and if the taxi becomes an issue for you as well, just get the scooter. I would recommend if looking for something more reasonably prices.

Room Tip: Ask for a room with a view.
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  • Stayed: March 2011, travelled as a couple
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1  Thank Ajstah
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
UrsPhuket, General Manager at Serenity Resort & Residences Phuket, responded to this reviewResponded 3 February 2012

Thank you very much for taking the time to write such a nice review about our resort. Our apologies for the issue with the shower drain which took a bit longer than normal to be fixed.
As you point out correctly, there are issues with the taxi syndicates around Phuket.
The authorities have been made aware by various organizations and we do hope that this can be resolved soon. You certainly did the right thing to arrange for your own transportation. As an alterrnative, we also offer a car and limousine service via the resort for our guests, so getting around is actually easy. Sincerely, Urs - General Manager

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Additional Information about Serenity Resort & Residences Phuket

Address: 14 Moo 5, Viset Road, Rawai, Phuket 83130, Thailand
Region: Thailand > Phuket > Rawai
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Airport Transportation
Hotel Style:
#3 Top resorts Hotel in Rawai
#3 Romantic Hotel in Rawai
#3 Family Hotel in Rawai
#4 On the Beach Hotel in Rawai
#5 Luxury Hotel in Rawai
Price Range: £32 - £196 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Serenity Resort & Residences Phuket 4.5*
Number of rooms: 78
Official Description (provided by the hotel):
Nestled in Chalong Bay, on Phuket's sunrise coast, Serenity Resort & Residences Phuket will surprise and delight its privileged guests. Just 64 sumptuous, oversized rooms, suites and stunning beach residences. Some residences enjoying their own generous sized private pools, providing the highest standards of comfort and luxury. Contemporary design, flawless personalized service and ultimate nautical lounging experiences. Serenity's facilities include the East 88 Beach Lounge, a fully equipped gym, FREE WiFi access across the resort and much more. ... more   less 
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Also Known As:
Serenity Resort & Residences Phuket Hotel Rawai
Serenity Resort And Residences Phuket
Outrigger Serenity Terraces Hotel
Serenity Resort & Residences Phuket Rawai

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