Patong Bay Hill Resort - SHA Extra Plus

I booked a Cottage Suite, Sea View, but I don’t recommend anyone to stay at this hotel. It is extremely terrible. Firstly, the reception was very poor; the staff was rude and didn’t even smile. The cottage was full of insects, there was a lot of noise outside, and there was no privacy. It takes 15 to 30 minutes to reach the room because you have to wait for the hotel car, which is neither air-conditioned nor comfortable, making the ride unbearable due to the unpaved roads. The room keys stopped working every day, and I had to wait outside the room for more than 45 minutes for someone to come and open the door for me. There was no hot water in the jacuzzi or the bathroom.

Additionally, I tried to contact the hotel about my issues through email, but no one responded. The lobby couldn’t hear me properly, and every time I spoke to them, they would just tell me to come back later. If you want to leave the hotel because it doesn’t meet your expectations, they won’t refund your money, so you’re stuck with them.

The worst experience ever in Phuket! I don’t know how it got good rating! There is no waiting area in the reception to sit in, their shuttles are pickup cars you sit at the trunk and you have to hold tight or you fall! No safety measures. Breakfast fine but you sit long time with no utensils and when ask about they say serve your self!! The rooms are like kitchens and sofas are leathers. They only take cash for deposit or your passport!

🫤👎A 3 stars hotel with disappointments for the price of ultra luxury.

In the room it's too hot not heat insulation and no remote control of the air conditioner,
have to get up from the bed every time you need to control the air conditioner because the control is on the wall. Very annoying.

The receptionists have very bad English, anytime you call on the phone have to pass 2 or 3 people before one understand what you need.
The other staff don't understand anything of English.
They work all their life with tourists and can't study a language to communicate 🤦‍♂️

The breakfast is disappointing, food with flies around, hot, no air conditioner on the breakfast area where you eat, food selection is just some junk food not healthy, the bread is junk not real bread,

even a 3 star hotel have better breakfast experience that this one.

The seats on the balcony are very uncomfortable fixed position, cannot seat more than 10 minutes without pain 🙄🫤

The towels on the bed were with perfume that made me headache.

In the evening comes smoke from fires of vegetation near the hotel that creates headache.

Have mosquitos.

Doesn't have a common outdoor green space where can relax on the shadow and socialize with other guests.

Doesn't have a gym for such a big hotel and such a price very disappointing.

Sometimes call at recepcion and no one reply.

The recepcionists are not good looking esthetically.

The suttle car that takes guests around the hotel are uncomfortable, noisy and with gasoline not electric.

There is new building construction working just near 10 meters the available rooms.

The water in the shower is either too hot or too cold, have to change every 2 minutes the position to not freeze or get too hot.

Good things:
The view, nature, no traffic noise, there is a kitchen.

but it's impossible to stay here more than few days, it become intolerable.

Such a pity.

Need to improve.

Receptionist Name tag : beer
In summary: Ants found in food, cottage smelt like sewage, mosquito infested, looked like a maggot in breakfast, staff aren’t strong with English, cottages are far from anything.

Pay attention To the other negative reviews they are right. Unfortunately me and my partner didn’t read the reviews before going. And after our first poor encounter we checked the reviews and saw others had a similar experience. From my experience, I wouldn’t recommend or return there.

Read further for more details

Firstly the Language barrier makes communication difficult. For such a highly rated hotel/resort I would expect them to only hire staff with a higher level of English or invest in their progression by paying for extra lessons for them as it would help in dealing with many issues and help improve the service.

The receptionist claimed they had upgraded from premier suite jacuzzi room to a cottage room jacuzzi. The experience we had didn’t feel like an upgrade. Yes we had a higher of of Phuket but at what expense. the distance was high in the mountains so we needed to order a shuttle bus and the hassle we faced while up there wasn’t worth the upgrade.

The cottage smelt like sewage when we entered

Ants in food
First day arriving in the evening we ordered food to our rooms. I took a mouthful of food and when I looked closer at the fish I saw black ants moving around immediately spat my god in the sink. There were ants crawling around enjoying my meal.

We so far out it just seemed pointless to go down and to the main road and find food and ordering food would’ve been a chore as well as it was late and we were tired so we went to bed hungry.

My PTSD from the ants in my meal meant I was now on edge when I went down for breakfast. I didn’t want to eat the breakfast after last night’s experience but I was so hungry and I had already paid for it so I thought I’d give it a try . Worst decision

Pros-
spacious rooms (we stayed in suite room)

(But to go to your room you have to climb alot of stairs... a lot..)

Beautiful beach bar.

Cons-
The view from the hotel is nice but reaching to the hotel from anywhere is an expensive affair, be ready to spend 300-400 baht for a one way trip to bangla walking street or anywhere, you will end up spending 1000-2000 baht each day.

Hotel provides free pick and drop shuttle to patong beach every 2 hours for which you need prior slot reservation, and even if u reach 5 mins late they charge 300-400 baht just for a mile long destination.

There is no lift and if you choose to stay in suite be ready to climb a lot of stairs, its a nightmare when you reach hotel tired amd you realize you have to climb all those stairs. I wonder why there is no lift, even the staff were exausted after carrying luggage to the room.
We ourself had to help them and carry our luggage

The swimming pool has a lot of broken tiles which may cause injury.

To reach the reception from room is another task as both are so far apart, you have to call the service and ask for a shuttle to pick you up and drop to your room and sometimes have to wait for long time,

And specially for INDIAN VEGETARIAN tourists- the breakfast has NO veg option except fruits and juice.

I can't explain the super positive reviews, written in Thai among other things, because I don't believe that Thais check in here. The last row of houses might have a little of the Bayview to offer. In houses A - H it's impossible.
The employees who transport you to the accommodations try hard, but the colleagues in the lobby... just like to rip you off. Taxi service within Patong charges 300 Baht, which is definitely 100 Baht too expensive. There are government regulations that are being ignored here.
The hotel wants 1450 Baht for transport to the airport, which is almost double the normal price... Use the normal taxi service, not through the hotel.

Some employees seem to be particularly busy when it comes to selling timeshares to pensioners, preferably from Europe.

The water for washing and showering stinks, is dark grey. You stink more after a shower than before, which is a disgrace.
The freshly made bed linen smells of cigarette smoke. It's probably because of the laundry.

When you check in, the staff asks for a deposit of 1000 Baht per room per night. It's impossible to pay by credit card for the deposit.

You can then use that to throw a party at the airport... pointless.

The staff generously direct you to the ATM machines to withdraw cash.

However, the machines are acting up and take your card for no reason. In that case, the hotel doesn't feel responsible and doesn't call the service, but lets you take the overpriced taxi to the bank, where your personal details are recorded, then you have to go back to the bank a day later to get your card... 1200 Baht for the taxi and no explanation as to why the card was taken.

As a special service, the hotel has Block B, which is probably for lonely men who are looking for the company of Russian ladies, or at least that's what the hotel's own television describes. Have fun 😉

This was a complete disappointment. From the moment I stepped into the lobby to check-in, I can see it was run down and had not been maintained well in a long time.
Check in was chaotic and it was delayed by 2 hours. The sitting area is also run down and uncomfortable.
The facilities and amenities are terrible.
Service overall is not good, and the staff is unresponsive to issues I bring up.
The worst factor was the bad smell in our room which I reported to the front desk, but they were unwilling to address it.
Taking the cars from our room to the lobby had excessive wait times and required multiple calls for a car on several occasions.
The final issue was by a staff member making excessive noise after midnight by our room.

The location is inconvenient, I was willing to deal with this because I was expecting this to be a 4 star resort. This did not feel like a resort at all and is a 2 star.

In last week I was staying in this hotel.
When I was booking this place I was under impression that I will have great experience because they have uploaded really great pictures, but reality was different. When I reached to this place my opinion changed. While entering in the room pungent smell in the passage and when I opened door lots of mosquitos was there to welcome. There are many basic amenities missing in the room service, such as an iron, shoes and hand wash . Also they don't serve veg food. And to put cheery on top they surprised me with 1.5 hours check out process because of that I was about to miss my flight. I will suggest don't go for beauty of the place by seeing there pictures but also look for good services which will make your vacation more memorable.