The Dewa Koh Chang

We'd booked two nights in the Grand Villa and were happy enough to add another. The staff were so friendly, especially with the children, and seemed to genuinely enjoy having them around. Breakfast was varied and generous, and for the first time during our stay in Thailand we found gluten-free bread. The staff clearly understood gluten-free food. The interiors were high quality, and the buildings had a thoughtful, authentic look. Luxury and excellent service.

The location works well for getting around. There are restaurants on the main road and a few along the beach, plus a long stretch of promenade that's pleasant to walk on. The sandy beach is good, and the staff are friendly. Our room was clean, but quite dark. The air conditioner made a very loud screech even on its lowest setting. Breakfast also fell short of what I'd expect at this level.

The beach was a favorite: lovely, not too busy, and shallow enough to walk quite far out, which was great for our young children. There were good massages right on the beach and plenty of nearby beach restaurants. We also liked our beautiful room, which had a little Koi pond and patio. The pool was nice, with a baby pool and pool bar, though December didn't offer many hours of sun. We stayed a week with our two children, aged two and four, and my wife's parents. The hotel was a comfortable size and never felt crowded. The staff were very friendly and clearly loved kids. Transfers were arranged smoothly, even at short notice. The breakfast buffet had a wide selection of Thai and Western dishes, fresh eggs, and dumplings, although I do worry about food waste when there are so many choices. A couple of things didn't match the rest of the resort. The wooden paths to the rooms need attention: while staff were replacing boards, I noticed both old and new slats with nails or screws sticking up, and some empty holes. It seemed easy to hurt your feet, especially with kids running around. The beach restaurant's food wasn't up to Thai standards, and snack choices were limited. It was also hard to get information about the area at reception, where staff often didn't know much and their English could be better. There may have been some cancellations because of the conflict at the Cambodian border. It didn't affect daily life in this area, though those affected by the cancellations are suffering, so please keep visiting.

Think carefully before booking. I made a direct reservation and the hotel never replied to any of my emails, including a request for help with safety concerns in the area. I got one “I am sorry” and then silence. When I asked for assistance or a refund because of official government safety advisories, they ignored every message. It felt as if I stopped existing once they had my money. The lack of professionalism is unacceptable, and if something goes wrong with your trip, you may be left on your own. There are plenty of honest hotels in Thailand that communicate with their guests. This one didn't.