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“Between average and very good”

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The Pavilions Phuket
Ranked #2 of 34 Hotels in Choeng Thale
Certificate of Excellence
Hong Kong, China
Level 6 Contributor
78 reviews
41 hotel reviews
common_n_hotel_reviews_1bd8 78 helpful votes
“Between average and very good”
Reviewed 12 August 2013

After spending 4 days in the ever so hectic Thai capital we were extremely excited to spend some quality relaxing time at The Pavilions. We had chosen The Pavilions out of a number of other choices despite the similarity from a few negative reviews. I would definitely have to agree with the review below. All the local staff were brilliant and definitely made our stay better. The staff at breakfast were attentive and sincere, they welcomed us everyday and made the extra effort. Similarly the room service staff, reception staff and maintenance staff all demonstrated service of high standards. But the villas really need a considerable amount of maintenance and repair. There is so much wear and tear inside the villa that we were reluctant to call it luxurious. The bedroom curtains had a massive rip, the wood on the bathroom cabinet was falling apart and the door from the pool to the bedroom did not close properly. Worst of all, it was unfortunate that we could see the broken roof tops of neighbouring villas. One of them was completely damaged with missing tiles and the another one had a black plastic bag like cover on top of it. It did not add to the romantic appeal the hotel was intending to go for.

There is wifi in the room and it was not of good connection as we had to reset it practically everyday as the plug is too heavy for the wall and keeps on falling out.

Another point to mention was that the housekeeping needs to be a little more attentive. We had a problem with the air conditioning, as it was leaking water from the walls. Housekeeping did not clean up the water on the floor or walls when they were here and only did so when we mentioned the problem. The staff are lovely but they do need to check and refill things. The guys who cleaned the pool every morning were amazing, they always came no matter the weather!!

As we had purchased a package, we never received our complimentary champagne after looking back at what was included which was strange.

The food at The Pavilions was excellent. The breakfast menu had a balanced variety of Thai and Western choices. The room service menu is well balanced however I would like to have ordered Thai desserts which was unfortunately not on the menu. The food is of good quality however we did find the room service to be a little inconsistent with the servings.

On a more positive note, the massage was amazing! Probably the best I have ever had in Thailand. As they really tended to an individuals needs, it really felt good. Also being able to have it at the connivence of your own villa is wonderful. They brought all the right equipment and made it an exceptional experience. Staff are very helpful and efficient, thought that they really took care of us well. The view of the Ocean Pool Villa is stunning but would recommend the front villas as you will not be able to see the roofs of other villas.

Overall the main issue is the presentation of the property as it needs immediate attention to keep up with the competition. Wouldn't really expect problems like this to be associated with Relais Chateaux. At the moment I am a little hesitant to recommend this hotel because of it does not quite meet the high standards of a true five star property. Many of the reviews mention the same problem but it seems that they have not been properly addressed yet. All in all the place is still good but not of our expectations and general standards as it could have potential be.

Room Tip: probably not 8 or 10. choose 13, 15, 17
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  • Stayed August 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Phoebe H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JCNager, General Manager at The Pavilions Phuket, responded to this review, 17 August 2013
Dear Reader,

We are pleased to read that our guests consistently highlight the bespoke service that we aim to offer to all our guests and that ultimately defines The Pavilions experience.

At the same time we also appreciate the importance of offering a quality product with physical facilities to match and are currently in the process of renovating our Ocean View and Tropical Pool Villas, to add a new dimension of space and comfort to our Romance Destination.
In this respect, the roofs pictured and described by the guests are currently in the process of being redone; hence the black covers to protect the work in progress.

During this time, we still have the majority of our bestselling Ocean View Pool Villas available for those guests who cannot resist the amazing views from the infinity pool and terrace, as well as our more recent Spa & Pool Pavilions and Penthouses, offering great privacy and comfort in a contemporary Asian inspired setting, overlooking the lush tropical landscape.

We have promptly rectified the issue associated with the in-villa router, granting complimentary WIFI access to each villa, and appreciate when guests address such shortcomings while on property, to resolve them to satisfaction in the shortest timeframe possible.
We equally value the constructive feedback concerning our housekeeping service and have shared the comments with the department in question to avoid similar incidences from occurring in the future.

Lastly, we are delighted that these guests really enjoyed the culinary treats from our kitchen, as well as our signature in-villa Spa Pleasures, and certainly hope to have the pleasure to welcome them back in a future occasion.

Loving Regards,

Jean-Christophe Nager
General Manager
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Dubai, United Arab Emirates
Level 3 Contributor
11 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 28 July 2013

As my husband and I feel decidedly underwhelmed by the pavilions I thought I would write the review whilst we still have 4 nights to go ,,
Firstly can I say we have no problem with the staff who are extremely polite and attentive and helpful .
We booked the pavilions based solely on trip advisor reviews as we had never heard of it but the reviews and pictures on their site convinced us so we were extremely excited to come here ,
Maybe our expectations were to high but we are disappointed , we can see whet they are trying to achieve but it's not quite right and its difficult to pinpoint why but these are some of the points we are not happy with :

Before booking we deliberated on which suite to book , penthouse or ocean view and decide to go for penthouse as it had a spa room which I hoped to use whilst my husband played golf ,within 12 hours we Decided we would like to look at an ocean view villa to see if we maybe would prefer this ,the penthouse seemed too big !! reception sorted this out of us , the hotel is only 40% full , what we liked was the outdoor space larger pool and view so we decided to swap ,on returning to reception we were then told it would cost another £600 for 6 nights bearing in mind the hotel was less than half full we thought this was a bit cheeky as the ocean views are actually cheaper than the penthouse suite on their site !!! So we declined sorry a hundred pounds per night for a bigger pool is not worth it !! Again as a 5 star resort we thought someone might querie with us why we wanted to move but no follow up what so ever from management or guest relations .
initially on entering the penthouse all looked lovely very spacious with lovely outdoor area so we settled ourselves in , as the evening went by we noticed the outdoor furniture cushions were all a bit mildewy in particular the upstairs lounging area it didn't entice us to go out there , it was also very wet which we appreciate in a tropical climate is difficult to control but no effort had been made to move cushions and dry them out , I myself did this which helped but still ther were leaves and bird muck over them which I am afraid I did not come on holiday to clean , the shower was very lime scaly as we're the plug holes , toiletries were in red bottles that could be filled up which is very economical but they should still be cleaned they just needed agood wipe down , siting in the downstairs cloakroom you could see splashes all up the walls and on the back of the door also the chrome bin was very dusty, before h.k arrived this morning th was only minimal amount of toilet roll left I had to shout upto my husband to bring one down from upstairs ,,, red towels were very musty smelling ,
You may think these are all minor points but for a luxury 5 star resort these are issues that I think should never even need to be brought up having come from the shangri la in Bangkok as it stands at the moment ther is no comparison .
Improvements: cushions for sun beds as the towels keep slipping off , glass surfaces for bedside tables , dressing table coffee tables as would reduce scrating and damage which doesn't look great !!! General maintenance again bit tired around the edges lots of flaky walls and again mildew .
Strange point to make but also several residential villas in middle of resort !!!!
This resort has the promise for a 5 star but not as yet the little things are what you remember of which some they achieve , as mentioned before very helpful with many things driving us to beach and the local town , spa service excellent and value for money ,
This is an honest review and hopefully constructive review based on many years travelling and staying in a broad spectrum of different quality resorts and what our expectations are for these resorts .

Room Tip: Ocean view for pool and view. Penthouse for space
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  • Stayed July 2013, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank joshchlo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
JCNager, General Manager at The Pavilions Phuket, responded to this review, 3 August 2013
Dear Reader,

We always appreciate when our guests take the time to share their feedback with us, especially if they do so while still on property, giving us the opportunity to promptly respond and act upon their comments. This is the reason why we make a point to follow up with our guests on a daily basis and Simona, our Guest Relations Manager, met them every day.
We were however quite surprised that these guests chose to do so via Tripadvisor, hence delaying our response time, when they had the chance to communicate with us directly.

Further to their specific comments concerning an upgrade to one of our Ocean View Pool Villas, in view of limited availability and the refurbishment of a number of villas in this category, it was regrettably not applicable.

With regard to the remarks concerning cleanliness and maintenance, we have immediately taken the necessary action to rectify the shortcomings highlighted and appreciate that upon a personal meeting with the guests, they have shared additional suggestions on how to further improve the housekeeping service for our guests.

In conclusion we sincerely regret the accumulation of small concerns that have lead the guests to voice their comments on Tripadvisor and would like to reassure the readers that their valuable input has been shared with all departments concerned, to avoid similar incidents from reoccurring in the future.

Loving Regards,

Jean-Christophe Nager
General Manager
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Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 21 July 2013 via mobile

We stayed here for three wonderful nights. It did rain during our stay but we always had something to do, being massages, dining of just relaxing in our out of this world pool villa. The service was great and food fantastic, it is hard to find fault with our stay. We hope to return one day and have better weather.

Stayed June 2013, travelled as a couple
Helpful?
1 Thank Michmel2005
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Kuwait City, Kuwait
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 4 July 2013

My husband and I recently stayed at The Pavilions Phuket and what a wonderful experience it was! from the moment we got picked up from the airport till we got dropped off at the airport. We stayed there for three nights and i gotta tell you it surely was the best three nights of my life! The amazing entrance to the hotel was breathtaking. They welcomed us with a delicious drink and before we know it check in was already taken care of. Our villa (pool villa with spa) was out of this world. The outdoor lift that takes you to and from your villa was a wonderful new experience.
There wasn't a wide selection of breakfast but the quality of the food was superb!
The guys at reception did a great job at helping us plan and book for our daily programmes wether it was booking for a show or just enjoyong romantic delicious dinners at the resort or in the best restaurants in phuket( I highly recommend Joe's Downstairs) in Patong.
The 360 bar was just perfect in every way-beautiful view of the sunset and great tapas.
The pool in the villa was wonderful with the water being at perfect temperatures to take a dip whenever you please. When you are in your villa you have complete privacy which makes it the perfect destanation if you are on your honeymoon or celebrating an anniversay(like we were).
The staff at the resort were very friendly and always asking if there is anything else they could do for us to make our stay more pleasurable. The in villa spa and spa services were out of this world!! I would like to send a very special thank you to Simona Chimenti Guest Relation Manager at the resort who was very helpful and knowledgable and knew exactly was we wanted and needed. She came over to our table every morning during breakfast and exchanged a delightful chat which made our stay that much more special. She even drove us via buggy up hill to the 360 bar herself. We are a well travelled couple and its these things that make a difference which you dont see in most 5 star resorts. So thank you:)
We cannot wait to return to The Pavilions as it was by far the best trip we have taken so far!

Room Tip: If you are only a couple then get the pool villa with spa its huge!
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  • Stayed June 2013, travelled as a couple
    • Value
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    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank yasmin y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Broadbeach, Australia
1 review
Reviewed 22 June 2013

We stayed here for our 18th wedding anniversary recently. This must have been one of the BEST hotels/resorts we have stayed at (and we have stayed at hotels around the world). Although service from all the staff was impeccable special thanks must be given to Simona (Guest Relations) and Belinda (Executive Chef). Their personalised attention to our stay really made it very very special. The high standard of professionalism and guest pampering received starts from the moment you are picked up by the Hotel's limousine service and doesn't end until you return back to the airport. We stayed in the Spa and Pool Pavillion which is great with the separate spa room. We also took advantage of the Ultimate Love Potion Package which, I believe, is really value for money if you want to spoil yourself with a special holiday.The attention to detail to ensure that your stay is as perfect as possible is amazing and we were very impressed that small details mentioned by us were immediately executed upon. We will be highly recommending this resort to all our friends and family. Words cannot express the pleasure and gratitude at the wonderful service and experience of staying in this Resort. We will be back!!! Elaine, Gold Coast

Room Tip: The spa and pool pavillion is an excellent choice to stay in. The separate spa room gives guests a l...
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  • Stayed June 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank ElaineS99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Pavilions Phuket

Property: The Pavilions Phuket
Address: 31/1 Moo 6 | Cherngtalay, Choeng Thale, Phuket 83110, Thailand
Phone Number:
Region: Thailand > Phuket > Thalang District > Choeng Thale
Amenities:
Bar / Lounge Beverage Selection Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Airport Transportation
Hotel Style:
#1 Romantic Hotel in Choeng Thale
#1 Spa Hotel in Choeng Thale
#2 Luxury Hotel in Choeng Thale
Price range (per night): HK$1,015 - HK$3,553
Hotel Class:5 star — The Pavilions Phuket 5*
Number of rooms: 93
Official Description (provided by the hotel):
Perched high above Layan Beach, The Pavilions Phuket is a resort as spacious as it is private and peaceful. Decidedly adult, each private villa is a haven of tranquility. Whether you're celebrating a special occasion or looking to relax and reconnect, The Pavilions is your perfect intimate escape. ... more   less 
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Also Known As:
The Pavilions Phuket Hotel Thalang
Phuket Pavilions Hotel Cherngtalay
Phuket Pavilions Cherngtalay

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