Rosewood Phuket - SHA Plus Hotel

I recently had an extremely disappointing experience at Rosewood Phuket, which was entirely unexpected given my previous positive experiences at Rosewood properties, including Rosewood Bangkok.

I visited Rosewood Phuket to dine at one of their restaurants. Upon arrival, I inquired about table availability, and the staff confirmed that there were open seats. I told them I would return shortly after going back to my car, to which they acknowledged and responded positively.

However, while waiting in my car for my companion, a staff member suddenly approached, knocked aggressively on my window, and questioned me in an unreasonably hostile tone: “What are you doing here?” I calmly explained that I was there to dine, as I had already spoken with the restaurant staff. Instead of handling the situation professionally, the staff member continued in an aggressive manner, repeatedly asking if I had a reservation and insisting that all restaurants were now full. When I attempted to clarify the misunderstanding, he persistently interrogated me about which staff member I had spoken with and continued to raise his voice in an unacceptably rude and unprofessional manner.

Shocked by such treatment, I asked for his name and requested to speak with a manager. His response? “No need, no need. You want to complain? Go ahead. Everybody knows my name here.” This level of arrogance and disregard for guest experience was appalling.

Fortunately, a manager eventually stepped in, and we were able to have a more reasonable conversation. However, the damage was already done. For a luxury hotel brand like Rosewood, such behavior from staff is completely unacceptable. Hospitality should be built on warmth, professionalism, and respect—none of which were demonstrated in this encounter.

I have dined at Rosewood Bangkok and received excellent service, so I am truly disappointed by the stark contrast in standards at Rosewood Phuket. Based on this experience, I cannot recommend this property to others, and I certainly will not be returning. I sincerely hope the management takes serious action to improve the level of service and staff training at this location.