Wyndham Grand Nai Harn Beach Phuket - SHA Extra Plus

This cannot be a 5 star hotel. The room was ok, can't complain. But the service was terrible. They don't want to help you. They lack consideration. We even had to debate getting more drinking water for our room, even though we had a 5 month old baby with us! They will watched us struggle lifting our pram up and down stairs, never an offer to help, will just squeeze past us. Asked for more brown sugar for the room, they didn't want to give it. Asked for steamer for baby bottles, they don't have one, nor were they able to offer a solution or alternative. My partner fell ill during the trip and had to see a doctor, they directed him to a private clinic but did not offer to help arrange appointments (knowing full well we do not speak the language here!) Nor did they even ask if everything is OK, who is the doctor for, is our baby OK, no offer of if there is anything they can do to help etc etc. Breakfast was just disappointing. The exact same food day after day after day. No variety. They don't have a turn down service. When we asked for the turndown service (as we needed some bits for the baby) there was back and forth phone calls from reception saying they don't offer turn down. We explained multiple times that we have a young baby who drinks formula so we need more water in our room, but they just didn't want to give it to us willingly. We ordered food in from outside, asked for cutlery and plates, that was also a commotion. Room was never cleaned properly, there was always something left dirty (one day the floors, one day the bathtub, one day the toilet, etc etc). Everything about this place was just hard work. It's almost as if they went out of their way to not be personal for their customers, to not want to learn about what will make their stay good. The best part of this stay was leaving. We've stayed in a lot of 5 star hotels, how this hotel can say its 5 star is beyond me. I don't think there is anything that would convince me to stay here again. What makes it worse is that location wise, it's also quite secluded so you're just stuck! Moving forwards, you guys really need to think about staff training and developing their customer service skills... that alone will change the entire experience, even if you don't improve your cleaning, facilities and menus!