Phoenix Grand Hotel

The rooftop pool was a highlight, with great views over the city and sea, and our room was clean and comfortable. Staff were friendly and helpful the whole time. It's also an easy walk to Patong Beach and the nightlife. The Wi-Fi got patchy at night, and breakfast could have had a better selection, but we had a wonderful stay here.

I paid for an extra bed, but it didn't arrive until the second day. I was charged for 11 nights and only used it for 5, yet when I asked for a refund for the unused nights, they refused and said the money had already been transferred to the owner or someone else. The air conditioner in our room wasn't working at first. They moved us, but on our last day there was no electricity in the room and other services were shut down, making everything very uncomfortable. Staff and management didn't help or take responsibility, and didn't properly resolve any of it. This was the worst hotel experience I've had, and my first and last stay at Phoenix Grand Phuket. The service and management were poor, with no accountability. I wouldn't recommend this hotel.

After a full day on an island trip, my wife, son and I reached the hotel at 8:30 pm. Although I had booked over a month earlier and paid in full a week before, they said the room's AC had broken, there was no room available, and they couldn't even show us one. They offered a much cheaper hotel in the same alley for the price we'd booked at, with an actual difference of 2100 thai bhatt. I turned it down and left with my family, saying I'd complain. They told me, “Better you do it.” Great attitude, right? The manager was worse and claimed I'd booked last minute, despite the booking being made more than a month ahead. If they had no room, why did they take money from my account 5 days before the stay?

We booked a 15-night stay, from 12 November to 27 November, and kept staying because it was non-refundable and we trusted management to honor the refund they had agreed to. The first two nights were awful: the room on 12 November had so much mould it wasn't fit to stay in, especially for anyone with asthma. We moved the next day, but the second room also wasn't fit for purpose because toxic electrical fumes came from the air-conditioning. At 4:00 AM on 13 November, the hotel moved us again. All the unpacking, repacking and room changes led me to ask the manager to agree to refund 2 nights for the inconvenience. I have a photo of the calculator showing the refund amount we agreed on that day. On 22 November, instead of issuing that refund, the manager contacted Booking.com without our knowledge or permission and changed our booking dates from 12-27 November to 12-24 November. We never asked for the dates to change. He called this a refund, which it wasn't. He asked us to sign new papers, saying they were needed to refund the lost nights from 12th to 13th. Reading them, I could see they weren't a refund, but seemed intended to make the unauthorized date change look like we had approved it. I refused to sign. When I asked the manager to restore the checkout date to 27 November after the unauthorized change, he refused. The only paperwork we signed was at check-in on 12 November, with checkout on 27 November. The manager then tried to pressure us, and we went to the Royal Thai Police to explain that we hadn't signed any new agreement. I have photos of the paperwork the hotel tried to get me to sign. The Police instructed me to go through Booking.com, which I did. On 24 November, we were effectively forced out because the hotel had changed our checkout date behind our backs and falsely called it a refund. This felt like a breach of contract and hotel standards, with bullying instead of proper management. After we had to leave, we found much more affordable accommodation at Pimnara Boutique Hotel in Jungceylon Mall, with professional staff who treated us respectfully, high standards and a better location. I've complained to Booking.com as the Police advised and hope this doesn't happen again. I highly don't recommend this hotel when there are much better options in Patong. They could simply have said no refund, instead of wasting everyone's time.