Courtyard by Marriott Phuket Town

After an exhausting flight, we arrived knowing we had made a booking mistake: we reserved four nights instead of the three we originally wanted. We admitted that from the start. The way receptionist Jerry dealt with us was still deeply disappointing and unprofessional. He was cold, ironic, and dismissive right away. He insisted that both rooms had been paid for on one card, which was simply wrong. We had used two different cards for the two rooms. After pressing us repeatedly, he eventually realized his mistake and gave a brief, indifferent apology. I told him my card was cracked and asked him to use contactless payment. He ignored that and inserted it into the machine, breaking it in half. He handed the broken piece back without an apology, explanation, or taking responsibility. He also said there were no king or double beds, only single beds. I explained that we were a couple and couldn’t accept sleeping in separate single beds. He pretended to check, then after a few seconds said nothing was available except for our last night. It seemed clear he just didn’t want to help. I asked for the manager, whose name I remember as Dim or Kim, though I’m not sure. As soon as she arrived, she said there was a double room on another floor. The room had been available all along, but Jerry hadn’t helped us. The room and housekeeping were poor as well. The air conditioning made loud, constant noises that made proper sleep impossible. The beds were barely made, our personal items like hats were never put in order, and the sheets weren’t changed at all during our four nights. That’s unacceptable for a Marriott property. Breakfast was advertised until 10:30, but when we arrived at 10:15, the trays were already empty and staff had started clearing dishes, juices, and equipment. If it ends at 10:30, the food should still be available then, instead of running out at 10:00. In 18 years of traveling, I’ve never had an experience like this. When I asked to file an official complaint, they avoided me and wouldn’t provide the details I requested. I got repeated apologies, but no way to submit a formal complaint or access a complaints log. This is by far the worst Marriott property I’ve stayed at anywhere in the world. I’m disappointed, frustrated, and angry with myself for choosing it for our four nights in Phuket Town. This experience falls completely short of Marriott standards and should be taken seriously.

The food was average, and for the price the quality and service were far below what I expected. There are plenty of places with better service at the same price or less, so after this visit I can’t see a reason to return or recommend it. At Krau Talad Yai, no one greeted or guided me when I came in for the buffet dinner. I had to look around for someone, and by the time I found the buffet, many dishes were nearly gone or empty. Even with the open kitchen and buffet stations all around, food wasn’t replenished for a long time. No chef came out to keep an eye on things, and supervision seemed lacking. Guests were left with very few choices.

The main drawback is the shower, which made for a disappointing experience. Its temperature swung unpredictably and sharply between very hot and very cold. You can try adjusting the diverter, but it doesn’t fix the problem. Thai hotels keep the hot water very hot for efficiency, and with a faulty shower like this there’s a risk of burns, especially for children or older people. The trim seems to have a design defect that Kohler Thailand should honor. The hotel appears to know about the issue, and several guests have mentioned it in their reviews, so I have to rate the stay lower. Apart from that, it’s a great, if somewhat expensive, clean hotel within walking distance of Old Town Phuket. As in many Phuket hotels, the staff are exceptionally friendly.

I spent five nights here on my own and found it quite affordable for what you get. It’s about a 7-10 minute walk to the main old town area, with restaurants nearby. This is a good base if you want to stay in Old Town, but not if you’ll mostly be visiting Patong or Karon. For those trips, you need to arrange transportation ahead or pay in advance. My standard room had toiletries and a city view. The hotel is clean and has a contemporary look. Breakfast was great, with both Thai and Western dishes. The restaurant is large, so there were always tables free, and you could order drinks from the baristas to have brought to your table. The gym is small and has few machines; the pool area is small too, though it has a bar and several loungers.