The Surin Phuket

The Surin Phuket had been on my bucket list for years. With its stunning location and glowing reviews, I arrived with high expectations — but sadly, what I 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, I went to the beach bar and was met with an unwelcoming attitude from a male staff member (overweight, wore 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, I 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 I’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 and 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.

Our favorite place in Phuket! Amazing private beach . Nice villas with a true home feeling. Nothing to worry about while you stay with The Surin.

Lovely place, room elegantly designed with organic hand soap, his and hers style hat for the beach etc Breakfast has alot on offer with buffet and a la carte. Only problem I had was with the sun bed. Their new system of reserving for your stay. I was on one that wasn’t reserved and had to suddenly move having settled into it. When I reserved the next sun-bed someone was using it on the third morning I was checking out but had a few hours to spare (being that we had rain, thunder most of the day prior and didn’t go to beach).The guy that reserved it never asked how long my stay was or when it would come available again.