Centara Grand Beach Resort Phuket Hotel Thailand, Phuket

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-: I stayed at this hotel for [7] nights, and my experience was very disappointing. Firstly, I was told that if I turned off the air conditioning, the floor would fill with water. Unfortunately, this was true, and it made the room dangerous as I slipped and fell. The cold weather outside made it even worse because I couldn’t leave the air conditioning off, making the room uncomfortable.Secondly, when I tried to wash my hands, the water was yellow and very dirty, which was completely unacceptable.Lastly, during check-out, I was charged extra because they claimed I drank water from the room that was supposed to be free. I specifically asked earlier if the water was complimentary, and I was told it was, yet they still charged me. The front desk staff was completely unhelpful and uncooperative. Unfortunately, I won’t be staying here again and cannot recommend this hotel to others

+: On the beach, kids friendly, kids club, location

-: Towel need to be renew, some update in facilities

+: It's a beautifully furnished, well designed, and well maintained resort. The property is near the end of the beach, so there were few people other than hotel guests. Great pools. The adult pool was very nice, with a good bar. The bartender "O" at the adult pool was friendly and helpful. Truthfully, nearly all the staff were well trained, friendly, and helpful. Room service was great. Our room was excellent: sea view king bed with balcony on the 3rd floor in building 9. There were some elegant wood features in our room, which we enjoyed. IMO, the 3rd floor and higher on the sea side have the best views. I would not bother with a "pool room" on the ground floor (half the property is a pool!), but a jacuzzi room on the top floor would've been nice for the view alone. If I return, I'd book the same room OR building 1, 2, or 3 on the 4th floor or higher (SEA View, NOT mountain view facing the road because of the road noise!). Karon is a relatively quiet area at night, so the road shouldn't be too loud. The hotel's restaurants were very nice, foods were tasty, and drinks were well prepared (note: alcoholic beverages were not strong, but not really weak either).The gym has enough equipment for a decent workout, including various machines and free weights. The bathroom was well equipped with lockers and other common facilities. There is a very small Starbucks counter in the lobby of the reception building. There is a small restaurant - bar next to the property, with cheaper dining options. It looked okay, but we didn't eat there.

-: The biggest problem we had was during CHECKOUT. There was some miscommunication between the busy staff and my wife regarding the return of our cash deposit (approximately USD $560). While checking out, I was reviewing the bar, restaurant, and room service charges on the bill. My wife asked one of the staff about our cash deposit refund. The staff said they needed our receipt. My wife replied that the receipt was in our luggage in the taxi. The staff said "Okay." My wife assumed they did not require the receipt, so she went outside to wait (thinking the staff would give me the money). I thought my wife went to get the receipt, so I focused on the bill's charges. The charges were appropriate, so another staff finished the checkout process for me. The cash deposit was not returned to me (I thought my wife had received the deposit). We were about a 30 minute taxi drive away when I found the hotel room cards in my pocket and then asked my wife if she had gotten the deposit from the hotel. "Uh..., no!" We had to return to the property to retrieve it (and pay for the extra taxi fare). Another issue: the restaurants were understaffed (maybe because it was the off-season?). The all-you-can-eat BBQ dinner was not self serve, so we had to wait too long for a waiter to take our orders; each serving was small for me, which meant I had to order several times. Get to the buffet breakfast EARLY or you will have to wait to be seated (up to 15 minutes). The property is a 10 to 15 minute walk from the town. The very small convenience store on the property was closed during our stay. Luckily, we had everything we needed for our two night stay.The spa and massage services were very expensive by Thailand standards (USD $80 - $120 compared to the usual $12 - $20), so we did not use them. Our room did have a discount card (about $15).

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+: Food was good in all restaurants Pool size and multiple water bodiesPool bar and service especially Santa served us very well. Spa experience was great. Very good service. Gym was spacious and well equipped better than other hotels.

-: General cleanliness in the resort was terrible. Overall the property is delapatated and needs urgent care. Pool flooring surrounding rocks were very rough and sharp our entire group got multiple scrapes and scratches in it. Service in the Thai Restaurant was pathetic. It took hours ro get our Meal and staff got rude. Overall for the price for this resort it did not feel like a luxury stay or service. Our kids did not enjoy the kids club the staff was not attentive or interactive. Room house keeping is very poor we had to repeatedly ask for cleaning. Our bar counter had ants crawling for 3 days. Pool side sun beds are very delapated and old.Reception area and welcome is very ordinary. We were charged for our full stay in advance as soon as we checked in...never happened in other resorts.

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