We were really looking forward to our stay at Santhiya Koh Phangan, but unfortunately the experience fell far short of expectations. The biggest disappointment was the customer service, which lacked the warm Thai hospitality we’ve come to know and love throughout our travels in Thailand. Staff often felt indifferent, unhelpful, and at times even dismissive, which left us feeling unwelcome rather than relaxed.
The property itself has potential, but the service overshadowed any positives. Small issues quickly turned into big frustrations because of the lack of attentiveness and care from the team. At this level of resort, we expected friendly, proactive service that made us feel taken care of, but instead we left feeling let down.
Example 1 & 2
- attempting to organize a ferry terminal pickup was a nightmare, after contacting them 3 days in advanced, it was 30 min prior to boarding my ferry to the island that they said they could not pick us up. Handle to scramble to an atm to get cash to pay for a taxi. Same issue on return trip only confirming night before.
Resort is massive so you need to call tuktuks, felt like we were inconveniencing staff.
Checkout took 15+ min
Breakfast food for price we paid was so average and even restaurant food (lunch and dinner were average)
Our family really were looking forward to our stay but this resort needs a big wake up call.