I had wanted to write this review the moment we arrived from Phuket, but i opted to sit on it first because I didn’t want it to come off like I had an axe to grind. I want this review to be as objective as possible and to serve as a warning to those who are considering this place for their holiday in Phuket. As a background, I booked this hotel thru Booking.Com searching for a hotel which has a family room that can fit 6 adults. And the search only gave me 3 options, and this was the one with the better location, i.e. not too far away from Jungceylon mall, the clubs, and the beach. In retrospect, I should have just opted for 2 triple rooms in another hotel (since there were tons of other places around), and just request the hotel to book the ones adjacent to each other.
I think that apart from the hard bed, mediocre breakfast, tiny pool, a long walk just to get to the beach, and the defective a/c in the room that never cools down, the worst thing about this hotel is Customer Service/Staff Attitude:
We checked in at about noon and we were told that the room was still being cleaned, which might be available in an hour or so. We decided to leave our bags in the concierge and have lunch in Jungceylon mall. We came back about quarter past 1pm, and we were told that the room was ready but we have to wait until another staff can accompany us to our room. That was absurd because we could manage carrying our stuff, and we don’t know why we had to wait for another 10mins just to have a “chaperone”. You probably would think that having them accompany you to your room was a sign of hospitality or courtesy, but actually this was already a sign that they don’t trust their guests enough to check into their rooms unaccompanied. We had a van waiting for us, by the way, to take us to their afternoon tour, and they couldn’t be bothered with that, we had to wait for them! But looking back, I think this should’ve have been an opportunity for us to check if the items on their inventory list were indeed all present in the room when we first arrived. You see they have a list in the room that tells the guest that these are all the items and furniture in the room, and what is the corresponding price for each item and furniture if it gets lost or damaged! We didn’t mind it then because we didn’t think there would be a problem with it, until we checked out. We had pre-paid for the accommodation, so checking out was just a matter of returning the room keys. We had a van waiting for us by 6:30am, because our flight was at 9:30am, and the airport was about an hour away or more if we get stuck in the rush hour. But again, the staff couldn’t be bothered with this. The captain bell boy (who was the rudest hotel staff I have met in my entire life) had literally blocked our way and told us that we cannot leave because they have not finished checking the mini-bar! We were all appalled! And the tone that he used with us was very accusing and he is making it look like we were rushing off because we stole something and we didn’t want to get caught! We waited in the lobby for them to be finished (mind you we never even had breakfast because we didn’t want to miss our flight). And then reception man told us that we had to go back again to the room because there was one blue towel missing (they had a set of white and blue towels and supposedly one for each occupant but we only received 5 blue towels instead of 6, which we should have checked and pointed out when we had been accompanied when we checked-in). When we went up to speak to the guy checking the room, that we had never received a 3rd towel which was supposedly for the 3rd person, and none of the blue towels were used, he was about to call reception to explain that the matter is solved, here comes the very rude captain bellboy who looked like he was a policeman on a raid when barged in any accused us of taking the blue towel like we were some criminal, and this had infuriated us, but he didn’t back down and kept shouting at us! We went down because I didn’t want people to start throwing punches, and we spoke to the reception staff. It was a woman and two men, one of which was also very rude to us. We told them again that we never received a 6th towel, but the men insisted that it’s not possible because we booked for 6 people and there should be 6 towels (The woman was all calm and just listening). So this had made us feel more angry because not only are they accusing us of stealing but also lying! I told them that paying for the towel is not the issue because we can afford to pay them if we had broken or lost any item in the room, but what irks us is that they have accused us of stealing and lying about it, and that because of all this we might miss our flight! We asked them if we could speak to their manager but they say we can’t because she only comes at 9am. To cut the long story short, the reception lady (I should’ve gotten her name because she is the only courteous staff in that entire hotel since we checked-in), phoned the housekeeper who had prepared the room to confirm how many towels were provided. They were speaking in Thai so we hardly understood but in the end she told us that “it’s okay”, and that’s it. I asked for an apology for the great inconvenience and distress they have caused, but instead the rude man raised his voice again saying “It’s not our fault, we didn’t do anything”, but it was the woman who said “sorry” and calmed the men down as we stormed off.
I don't want to think that race was an issue, but I did notice that they were all smiling and polite with the Caucasian guests. There were two Caucasian people who also checked-out a bit earlier than us but none of them had any issue with the front desk. I hope this is not the reason why, and I'd like to think that they were just sticking to protocol. Being careful in one thing, but being rude and unprofessional to paying customers is another matter that I cannot condone.
So here’s a word of advice for those who want to visit Phuket: don’t settle too soon on one place. Decide on which area in Phuket you want to stay, and pick a good location (close to most activities that you plan to do), then look at the list the hotels/resorts you want to stay in. Read all the reviews first, then short list and compare prices. If it is only a few dollars difference, just pick the slightly more expensive but nicer hotel with better reviews. Never choose Poppa Palace, you deserve much better than this.
- Official Description (provided by the hotel):
- Poppa Palace Hotel welcome you truly warm Thai style and providing an exquisite view of Patong. We are a small luxurious hotel located at the quiet end of Patong. Only 3 minutes from the beach, Bangla Road and 2 minutes to the bus-stop, food center, entertainment and shopping center. 5 minutes to the hospital and Police Station. ... more less
- Reservation Options:
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- Also Known As:
- Poppa Palace Patong
- Poppa Palace Hotel Phuket Patong