Holiday Inn Resort Phuket Surin Beach

Check in was an awful experience. A family of 4 with 2 children, 4yo & 10 months old. We were waiting for nearly 2 hours with no complementary. I can see that the staff was trying their best to accommodate. They gave us false impression of “how long we needed to wait”, so we didn’t go anywhere to relax but kept waiting. Finally, we were assigned to an abandoned room. Stepping inside the room, we could tell nobody stayed there for at least a month or two. The floor , though we believed was mopped , was covered in thick black dust. Our allergies symptoms kicked in right away. We informed the front desk, they sent a maid to clean but again, this room needed a “deep cleaning, scrubbing, and air conditioning cleaning,etc.”. We put up for a night and decided to request a new room. We didn’t plan to pay in order to suffer during our holidays. The staff was absolutely helpful and I’m impressed with how hey handled the whole thing. They could definitely improve on the overload bookings and food. Don’t recommend the breakfast here unless you want to give it a try and see if they are better or not. It’s a budget hotel after all. The location is great and the staff are super helpful.

The hotel was perfect, the breackfast was wonderful, the swiming pools are great. The hotel staff is always very attentive, special mention to Peach! that was alwasy looking over everything so that everything runs smoothly. We had a great time, we hope we come back again!

We had such a amazing experience at this resort is perfect for family and our kids had so much fun we are definitely coming back

The breakfast is not as good as Novetel before, need to improve. Other facilities need to upgrade.

Though this hotel is in a transition to a new IHG-Holiday Inn brand (which was not shared with us prior to our arrival-and not what we originally booked under), they have a LONG way to go to make this place a truly successful hotel. The food was pricey and mediocre at best, they never had enough towels each day and made you submit a card to get a towel for the pool, the staff seemed to have no idea of how to run and manage a hotel, and the daily breakfast was a busy mess each morning. Some of the staff seemed liked they enjoyed drinking with the guests, and we saw some extremely drunk guests NEVER cut off, though they should have been. The pools did not seem cleaned and had tons of leaves and junk at the bottoms. You couldn’t charge anything to your room; rather, they made you pay cash after every transaction for food or drink. This included the high service and VAT taxes. The rooms that my friends and I booked were not ready when we checked in, and three of our family groups got different rooms than they previously booked (smaller and inadequate for their family size). Two of the families had to wait multiple days until this room problem was sorted. We were charged for extra items at dinner, and the front desk would not simply remove the extra charges. Instead, they kept insisting we pay and that they sort it out later with their food/beverage person. The cocktails are mainly sugar and very expensive…I suggest you go across to the Surin beach for most food and drink options. The house cleaning arrived to do our room at 8:30 p.m. one night, when my children were going to bed. It seems as though they are very short staffed for cleaners, yet there’s an abundance of “staff” walking around the hotel trying to seem busy. Many do not speak any English, and the hotel seemed to really cater towards its Russian guests (Great for the Russian guests). I would suggest drying racks on each balcony, the option to charge things to your room, specific breakfast brackets/times for guests to eat between (so there isn’t a mad rush of people and left over crappy food), no need to pay for pool towels, life guard at the pool, and more upkeep/cleaning of common spaces. Also, the repetitive tour and hotel presentations three days a week are a waste of the hotels time. No one listens, and you video record it. Also, maybe get a couple cans and offer complimentary rides to and from local stores or nearby night markets. I would 100% not stay here again with my family, as everything seemed dirty, disorganized, old, understaffed, and WAY too pricey for what you get. We looked to move our first night, but there wasn’t anything hotel or Airbnb-wise left for our four family groups that was affordable in/near the area. The only good thing about this place was the Surin beach across the way and down the dirt road path. Do yourself a favor and do NOT book this for your family and friends.

Stayed 3 nights, last day our room get cleaned at 8pm after asking ten times

The room is very far away from the entry! But the location is quite good.

It have two waterslide, and ping pong ball table and america snooker table. The hotel room is classic because before is novotel hotel.

It was a horrendous Christmas holiday. It was terrible from the moment I arrived at the airport. 1) I pre-booked directly with the hotel airport transfer ( Toyota altis) to the holiday a few weeks before my holiday. When I arrived, the hotel representative says no booking under my name. I called the hotel directly and was told the same. Can you imagine the chaos in the airport on Christmas Day? Also, my infant and toddler was cranky!!! The hotel however tried to arrange something. They told me that I can't book Toyota altis because of my stroller. I told them my stroller can be folded into cabin size. They insisted I book a VAN for 2 adults, 1 infant, 1 toddler, 2 medium sized bags, 2 small bags and a stroller. We ended up taking a Toyota Camry. 2) The hotel did not collect any deposit from me but told me I can pay for the airport transfer when I check out. After having some snacks the hotel restaurant, the waiter told me that I need to pay because hotel did not collect any deposit. I told them I didn't bring any money or my wallet out. I'll ask my husband to pay later. At 10pm, they came to my room asking me to pay. I told him I'll do it tomorrow because my baby is sleeping and my husband went out. The waiter insisted I pay right away because they need to finalise all the bills. I don't understand how I can pay the airport transfer when I check out but the waiter can't even wait till the morning for me to pay!!! I told him I can't leave my baby in the room, ill pay tomorrow and closed the door. The waiter then called my room phone. OMG!!! my baby woke up crying!!!! Can you believe it???? By the way, this happened on the day I arrived. 3) On the third day, I called the reception requesting to Clean my room for me but come in after an hour. She told me to call back when I'm leaving the room. I said ok. I did so and came back 3 hours later, around 430pm. The housekeeper just started to clean my room. I asked her to leave and come back later as my kids need to sleep. I called the reception again as we were leaving for dinner to continue cleaning the room. When we came back, the housekeeper only a piece of cloth to cover the mattress instead of a duvet. Not only that, she did not replace the empty tissue case, did not clean the cups and glasses, no shower gel, no shampoo. She did give me clean towels though. Thank god for that! The water in the shower accumulates as we take a shower. 4) I requested at the reception for a surprise birthday cake and balloons for my sister's birthday. It was confirmed at 830am when she comes out for breakfast and we will surprise her. We waited on that day but no one came. We called the reception, they said they will check. They never called back. I went to reception to ask, they said they forgot and all staffs are busy In the morning. Why promise if you can't keep it? The entire hotel is very old and no maintenance at all. Breakfast is not that bad. Difficult to get decent coffee from the coffee machines though. The cinema is smelly and the furnitures are all stained.