The Surin Phuket

I don’t normally leave reviews, but I felt compelled to share our experience at The Surin Phuket — it was genuinely one of the most disappointing hotel stays we’ve ever had, especially given the premium price and high expectations. From the moment we arrived, the attitude of the front-of-house staff was off-putting. Bee, who works at the front desk, was shockingly rude and condescending. Simple questions or requests were met with visible irritation, sighs, and even eye-rolling. There was zero sense of hospitality — it felt like we were a nuisance rather than paying guests. When we raised our concerns, we spoke with Andrew, the Assistant Manager, hoping for a resolution. Instead, we were met with a defensive, dismissive attitude.His lack of professionalism was astounding for someone in a management role. The location and natural setting are beautiful, but that’s simply not enough when the service is this poor. We were so disappointed that we actually cut our 5-day holiday short and left after just 1 day. That’s how unpleasant the experience was. There are many places in Phuket that offer warm, genuine hospitality — The Surin is not one of them. I would strongly recommend looking elsewhere if you value respectful service and a welcoming atmosphere

Impeccable service. Every single staff member gave us gold class service with a smile. Buggy rides to your room. Nightly turn down service with fresh biscuits. Pool side service. Our room was incredibly comfortable, even when it was hot outside (the AC worked really well and didn’t sound like a jet engine). Zero complaints. I would love to come back to The Surin again sometime, especially in the rainy season, as it was quiet and it only rained half of the time we were here.