Paradox Resort Phuket — Hotel in Karon

This is a reply to the management who had replied to my recent review. My check in was delayed, as they said they had to clean the room which was on the main building. Kindly get your facts straight. I had sent messages twice for a crib on your app. No action Phone line was not working We have been coming to Phuket for a while now. I have not seen any power outrage. Especially with kids, they require ac. The temperature and humidity is very high. The application was working, how come no one replied? We were knocked at the door and we clearly told them kindly send the bell boy we’ll take half an hour. Then I came down specifically for a bell boy. Then another 30 minutes later I came and asked for a bell boy, it was a feeling like it was being done deliberately so that were late. I even came the third time asking for a taxi which one of your staff members suggested to download an app to get the car. The luggage was still not taken. My kids were down waiting. In regards to the quilt, if there was a stain on the first day why was I not informed? When we arrived the bed already had stains on them, we just ignored it. You ask why I left agitated? This is hospitality and in hospitality if you make a customer feel like he is a crook or subject him or forcefully tell him that no it’s us who is wrong. The customer is always right in hospitality. You can’t surround him this way. And then telling me to wait for house keeping and telling me they are unable to get in touch with them. I asked them, will you pay the extra waiting fee for my taxi. And they denied. You have made a customer feel that he needs you more than you need him. This is not how customer service works. I would request a full refund for all the blame I had and for what you have written. Rooms: 2/5 | Service: 1/5 | Location: 2/5

Paradox Resort Phuket (owner) 31 minutes ago Dear Saad Al Balushi,

We would like to address a few points you raised to ensure there is no misunderstanding from the others regarding what really happened.

Your arrival was noted past 3 PM, and we promptly facilitated your check-in without any delay. Therefore, it is surprising to hear that you experienced a wait.

The room sizes are clearly indicated on the booking channel, ensuring transparency and accurate expectations before any reservation is made.

The recent heavy storm resulted in widespread power outages across multiple areas in Phuket, affecting numerous hotels and resorts, including ours. Despite this, we ensured that emergency lighting was operational for your comfort and safety.

Standard check-out time is 12 PM, communicated upon your arrival. Our records show no request for bellboy assistance at that time. Additionally, the "Do Not Disturb" sign was displayed, preventing our housekeeping staff from reaching out. It was at around 2 PM that you requested an additional hour, and as per our policy and other hotels' policies, late check-outs may incur extra charges.

The quilt was found stained with magic marker ink. As is standard practice in the hospitality industry, a charge applies for such damages.

Our room service operates from 6:30 AM to 10:30 PM (Last Order), a detail communicated both at check-in and through our Resort App.

Our resort offers a tranquil setting near Karon Beach, with various room locations requiring a brief walk to reach the shoreline.

Upon your departure around 3:30 - 4 PM, there was an incident involving raised voices when additional charges, including those for the quilt, were discussed. You then departed without settling these charges.

If you had ample time to write this review, we are curious as to why you chose to leave the discussion abruptly, displaying anger and departing without settling the outstanding charges.

We hope this clarifies the situation that actually happened.

Remark: We also have the photos of the quilts that your kids made it dirty.

Best regards, Paradox...

Here is my honest review about this property. First and most important,it’s not a 5* hotel. So if you are looking for a 5 star experience I’d advise you to search for something else. I’ve visited 60+ countries and a lots of different types of properties- this hotel is barely a 3 star hotel (with 1 star experience) We’ve paid 500$ per night (how crazy is this?) and when you pay this price you do have a bit of expectations. But hey,this is what we got: rude staff (my husband asked to help him to move sunbed - he was advised by staff that he can do it himself),insects (ants) in the room,there is nothing going on in the property - no entertainment for people whatsoever- you just pay for the bed to sleep, long waiting time for the room service (they forgot about the order),room cleaning was arranged at 5 pm when people are coming back from the beach and want to be in the room and a lot more. We did complain to the manager during the stay and they offered us an “upgrade” to the room in the main building- that was SMALLER that our original room and full of insects as well - which we politely declined. Overall - not advising anyone unless you pay maximum 80$ per night 06.01.25 Response to the paradox hotel’s management message : While it is true that our booking was last-minute, this does not justify a lack of value or service quality. A last-minute booking does not equate to forfeiting basic standards.

Your claim to have investigated the matter is questionable. Did you genuinely expect a staff member to confess to any wrongdoing? A proper investigation would involve bringing the concerned staff member to discuss the situation directly with us. Alternatively, you could review security footage, which would clearly show the lifeguard patting my husband on the shoulder and advising him to move the sunbed himself.

The absence of entertainment options remains unaddressed. This is evident in the lack of guest activity on the property during the evenings.

On one occasion, we returned from the beach only to find staff still cleaning our room, having us to wait until they were finished before we could use it. (5 pm) Once again, this can be verified through your security cameras.

The room offered as an upgrade was small and outdated. While it was initially accepted without seeing it, we immediately requested to return to our original room upon realizing it was inferior.

Your claim about notifying us of a villa upgrade via your app is misleading. We did not receive any such message. You had our contact information and could have easily reached out via phone or even left a written note under our door if you were genuinely concerned.

No efforts were made to communicate with us through any available channels. This demonstrates a lack of initiative and care.

Please understand that this is not a negative review for the sake of criticism but an honest account of our experience. It is intended to inform and caution future guests about what they might expect. If you review other guest feedback, you will find many others echoing similar sentiments.

Lastly, accusing your guests of lying to defend the property is not only unprofessional but also highly disappointing. Such behavior reflects poorly on your commitment to guest satisfaction and accountability. I sincerely hope this feedback encourages meaningful improvements in both your service standards and...

While my wife and I had a fantastic time staying at the resort, there were a number of items in our opinion we thought could be improved. We stayed in the main resort (Room 4029 in October) we are used to having a walk in shower rather than climbing into a bath to have a shower, we found this particular hazardous for slips/falls even though a mat and a handrail is provided. In our opinion the bath should be converted to a walk in shower or at least the option made clear in the room description, alternately every second co-joined room made into walk in shower with bath still available if needed for children. Secondly while the sliding mirror in the bathroom was probably great 20 years ago, it is dated now and because of the width of the basin and stand it is useless for most people to use for either shaving or even putting on makeup, the lighting in the bathroom did not help either. An extraction fan would also be helpful to clear steam. The bathroom in our opinion definitely needs an upgrade. The rest of the suite was fine, bed was comfortable and view was fantastic. We were also very disappointed that not one of the bars had a happy hour or two. While there was a cocktail hour or some other % reduction, our preference was for a happy hour, neither one of us drinks cocktails. I think a two for one drink price would suit a lot more guests and perhaps increase takeover as well. Most of our drinking was done outside the premises or brought in from the outside because of this. Another issue and not sure if this is a legal requirement in Thailand but was disconcerting that the prices advertised on Menu's etc did not include the Service charge and/or tax as well thereby increasing the price at least another 10% or more. I know these are criticisms, but I hope that you take them in the spirit given as possible suggestions for improvement. As for the staff, we have nothing but praise for the staff, friendly, welcoming with catching smiles, they honestly couldn't be more helpful and if one person didn't know someone was there to help them out. As breakfast was included in our package we did get to know a couple of staff relatively well particularly Aom, Herman, Ngam, Green and Loc all who were there to take care of us. While I don't know the names of all the staff we were always greeted with smiles and welcomes and the staff not only at breakfast but reception, concierge, gardeners and cleaning staff were all very friendly and are a credit to the resort. I would also again like to mention Tanis from concierge/movement section he in particular but the reception staff in general greatly assisted ourselves in leaving the resort on the day of flooding at the resort (Thursday 31/10). He organised our taxi, transported us to the beach exit and waited out in the rain while the taxing was getting to us, all on top of other duties he no doubt also had to support or assist with. Again all concerned including I believe the manager re-assured us that our transfer was of importance to them and greatly assisted in trying to relieve what was to us a stressful time, no doubt worse for them due to the flash flooding and all the other issues going on around them. Both of us have no doubt that when we return to Phuket this resort will be our first choice. Once again our thanks to...