"Incredible hotel. Incredible room ( more like a house :)). Great service, super friendly staff everyone is very cheerful. Amazing beach, Sea clear as glass. Very tasty and diverse breakfast as well it all adds up to a perfect experience I can’t imagine staying at another hotel if I go to Phuket again.

10/10"

Mehmet Karamemiş

"The Surin Phuket had been on my bucket list for years. With its stunning location and glowing reviews, we arrived with high expectations — but sadly, what we experienced fell well short of what a true five-star hotel should offer.

From the moment we arrived, there was no bellboy, no concierge, not even a welcome greeting until someone from the front desk eventually came outside. It was a flat, uninspired start to what I had hoped would be a special stay.

That evening, we went to the beach bar and was met with an unwelcoming attitude from a male staff member in glasses) — no smile, no eye contact, not even a basic acknowledgment. It made me feel uncomfortable, and the lack of warmth stayed with me.

Throughout the stay, we passed the checkpoint staff multiple times, and barely received a greeting. While some staff in other parts of the resort were kind and helpful, the service overall was inconsistent and, frankly, disappointing.

The cottage was okay in terms of design, but clearly dated. The bed was one of the worst we’ve ever slept on — extremely soft, sunken, and unsupportive. It was not what you’d expect from a 5-star resort. I left a note requesting a mattress topper, but no one followed up, and housekeeping didn’t even acknowledge the request.

One day, after ordering room service, housekeeping placed the dirty dishes on the balcony during cleaning but didn’t take them away. I called the front desk, who said someone would collect them, but by 5 PM, they were still there. I had to call again. Worse, the placement was unsafe — strong wind and rain could have caused them to fall off and injure someone.

Safety was another concern. The walkways between cottages are high up, but the railings are dangerously low — far below standard height. It felt unsafe just walking around the property.

Breakfast was just okay. The selection was limited and far less than expected. One morning, when only two tables were occupied, four staff members were present — but not a single one greeted us, even though they weren’t busy. It created a cold, impersonal atmosphere.

Having stayed at places like The Park Hyatt Bangkok, Intercontinental Phuket or Sri Panwa, where hospitality, service, and attention to detail are outstanding, The Surin simply doesn’t compare. Those properties make you feel truly welcome — here, I often felt like an afterthought.

Yes, the location is beautiful, the beach is pristine, and the resort is surrounded by lush greenery. But service — the heart of any luxury experience — was missing. Sadly, there was nothing here that made us feel
We’d want to return."

Shizuka Minamoto

"Wonderful hotel, views are stunning and service is outstanding. Breakfast was fantastic and super high-quality.
Service is from A to Z, rooms are cleaned several times a day and all employees are welcoming and pleasant. Everything was done with great attention to details.

We travelled with a small baby, and had several requests which Andrew, the hotel manager was attentive to cater all of our needs with great care and truly went above and beyond."

O M