Angsana Laguna Phuket — Hotel in Choeng Thale

Extremely disappointed. Chose to come here as a couple because my partner and his family have come here many times over the years. However, he found it much changed, and sadly not for the better.

Though the facilities and room were excellent and clean the service was completely lacking as a whole, to an extent that it overshadowed the kind and helpful staff we did encounter during our stay.

For off season (many empty tables in the restaurants) we had slow service multiple evenings and disappointing meals at two of the sea front restaurants. We weren't alone, and the meal time activity was to count the number of tables who left without ordering after getting fed up of being ignored. As well as watching guests chase up their meals stating hour long waits. We spoke to the restaurant manager who was very kind and receptive and guided us to Bodega bar and grill for a complementary meal. The meal quality was better and service good, but we did choose to eat out at other resorts for the final three nights of our stay.

The spa was beautiful and we had two wonderful treatments with Porsche and her colleague (so sorry can't remember your name).

Communication at reception for check-in and check-out was appalling. We had arranged transport from the airport to the resort which we wanted to charge to our room. But we were informed on arrival that as it was outsourced (despite the car sporting the Angsana name and emblem, and being met at the airport by Angsana staff to guide us to the car) we had to pay for it then and there, which we did. What we weren't told at check-in was nothing could be charged to the room, and we only found this out at the end of our first meal when we tried and were told. However, when we wanted to put a deposit on our room (what you have to do if you don't want to pay directly each time, and what they encourage) for an afternoon at the pool, reception informed us the amount we wanted to place "wasn't enough" and that the car transport charge was in fact on our room account, which we had to correct.

For check-out, being furthest from reception we called for assistance with our bags. We had to call twice, and waited over 15 minutes which delayed check-out. Only to have further delays with incorrect charges on the room, and to find the deposit we had placed had not been used to deduct the pool drinks. It was at this point (6 nights after having arrived) the receptionist casually told us that the deposit was a holding deposit only and hadn't been taken despite our bank account showing it had. They then told us we needed to contact our bank to confirm reversal charges of the deposit and that we should allow 14 days for this. Effectively meaning we were paying twice for some charges. The result of all of this meant we were delayed a further 20 minutes and late leaving for the airport, leading to us very nearly missing our flight.

Our stay here was a sad end to our time in Thailand. My partner's nostalgic memories were tainted and this seemed to be a theme for other guests we met at the resort too whose link to the resort mirrored my partners.

We won't be planning to return, and for anyone looking to treat themselves to some luxury as a special holiday we wouldn't recommend...

My family and I have visited Angsana Laguna consistently at least once a year since the early 2000s (since it was operated by Sheraton!), but we stopped visiting in 2017 due to moving further away.

Now, a little older, and a lot wiser, I decided that this would be the place to celebrate my marriage in December 2024 and I cannot recommend it more.

In my humble opinion, Angsana sets the standard for all resorts and hotels across the world.

Everything ranging from the check-in experience to the check-out experience is nothing short of tailored, special, and immaculate.

Here are some notables:

Incredibly good value for money Fast, smooth, and relaxing check-in Extremely helpful staff that all speak English, are very accommodating, and ALWAYS serve you with a warm greeting and smile Very clean and beautifully maintained facilities including the pool, gym, bar, spa, seating areas, footpaths, etc Absolutely immaculate and comfortable rooms with modern furniture and packed with amenities and all your needs. Great access to Bang Tao Beach and Bang Tao Village Wonderful spa facilities for the ultimate relaxation and care packages A great Kids Club with a variety of activities and experiences for the young ones A wide range of activities for the adults including kayaking, paddle boats, scuba diving, yoga, sailing, and more A large selection of restaurants with great menus offering local and foreign cuisine (but some might be a little pricey) Free boat and shuttle bus access to shopping areas like Canal Village or other hotels within the Laguna vicinity

These were just some of the many special features that Angsana offers and this did not even include our wedding celebration!

If you are considering getting married here, it is also absolutely more than worth every penny/cent/baht.

We would like to highlight one member of staff in particular, MJ, who was our wedding organiser and did a phenomenal job! She was extremely communicative, organised, accommodating, and respectful of our wishes and every single time she spoke, it was with a smile on her face to make sure that our ceremony went perfectly and that we had nothing to worry about. We owe so much of our happiness during this stay to her and we are more than grateful for all her efforts and hard work.

My wife and I went with the Enchanted Western Ceremony package that included special things on top like a complimentary night stay in a loft bedroom and a spa treatment which were incredibly memorable.

After having been to the resort for so many years and seen some staff come and go and new features/ideas be implemented, I can safely say that Angsana has never felt like it lost its charm (even after the terrible tsunami in 2004). It has always felt like coming back to a second home and each visit somehow seems be more special than the last, which is no easy feat.

As breathtaking and as wonderful the hotel is, the staff are without question, the main reason why the hotel is as special as it is.

Cherished memories were created here for me, my wife, my family, and my friends and we have no doubt they will be made for whoever else has the...

My family got food poisoning at the Thai Buffet!

Visited the hotel in July of this year. First impressions were fantastic, the hotel is grand and very impressive. Room was super and spacious - we had an issue with a faulty light and large leak later in our stay but a maintenance team was sent out to fix these problems. Pools were nice but there is substantial building work going on so it is loud around the pool areas.

As a family we visited the Thai Buffet meal as a treat, it was really expensive but we thought it would be nice. I am a vegetarian so didn't eat any meat whereas the other members of my family did. Approximately 6 hours after eating in the buffet, the three meat eating members of my family became seriously unwell with sickness and diarrhea. They were really unwell, especially my two children. We contacted reception for clean bedding etc and extra water/ room cleaning.

I made a complaint to the management team who sent a representative to our room despite everyone still being sick etc. We had to fill multiple forms out. I asked for the meal to be refunded in the first instant and was first denied and was told this wasn't hotel policy. During a second meeting in our room, I was offered a 50% refund but only on the condition that my family, who were all being sick and had diarrhea at the time, traveled to a local hospital whilst it was 33+degrees outside. When I said they couldn't do this I was told that I couldn't therefore get a refund as they didn't believe that it was food poisoning as there were no other cases. I explained that we had all eaten and drunk the same foods since arriving in the hotel and that the only difference was that the meat eating family members all had a pork dish at the buffet were ill whereas myself who doesn't eat meat wasn't. A further 48 hours later, I was asked to go to reception where I was told I could in fact have a refund as the documents from the restaurant had been checked and one of the pork dishes wasn't at the correct temperature. Although a member of hotel staff told me this, the hotel have since claimed that no issues were found. This is an outright lie, the hotel have also claimed that they suggested and offered a refund willingly which is also a lie.

Furthermore, my refund was only started over a week after checking out of the hotel. This was only after I contacted the hotel team to check on the refunds progress, I know they had made no attempt to make the refund as they asked for my bank details during this later interaction. I found this particularly annoying as I had asked whether they needed any details from me before checking out and they said no.

There has been little to zero concern shown by the hotel for the welfare of my family and the fact that we lost a day and a half of our holiday through illness caused by their food. They did offer the chance of a free meal and a possible room upgrade (if available on check in) if we wanted to book again - I found this to be an empty offer as they are aware that we are from the UK and trips to Thailand aren't a regular occurrence.

Avoid this hotel...