Santhiya Tree Koh Chang Resort — Hotel in Ko Chang

The email communication with their customer support was great, I was advised to take the Hideaway Villa to enjoy a quiet sleep and private accommodation. Upon check-in, I was asked to pay a whopping 3000 baht key deposit in cash or 1000 baht with my credit card. The bank transfer was not an option either. As I had only my debit card and wasn't carrying enough cash the staff allowed me to bring the cash later in the evening.

The amenities themselves looked okay but not as glorious and new as they are on the pictures in Agoda. The 100 sq m announced considered the pool space, the villa is of the same size as all the other villas, that was again a bit disappointing.

Now the "funny part": around 5:30 am (morning time!) the personnel started to broom the area right by my windows, waking me up. When around 10 am I asked reception for help they started to show me various rooms. After 15-20 minutes I asked them to explain to me in words rather than showing me rooms I don't have much knowledge about. Surprisingly, they started to seem a bit angry.

Purchasing a premium room from a well-known brand, I would expect a more understanding attitude, much better communication and a sufficient set of problem-solving skills. After all, coming to Santhiya people want to buy an experience, not commodity. My expectations weren't fully met.

On the positive side: the breakfast was good with nice views. The clock in the room has a nice speaker and can be easily paired with your mobile phone to listen to your favorite music and overall at night it all was very quiet as promised. The bed and bedsheets were of a decent quality.

As a side note, on the Agoda website, the "last room" alert appeared most of the time while in reality there were plentiful of villas available of every kind including hideaway villas. I'd give to the benefit of the doubt that it might not be hotel's responsibility though.

Also, I see that the answers from the hotel representative feature mostly the same phrasing which is kind and polite with nice words like "deepest apologies" or "will be investigated" but in my personal opinion they do not show a real engagement and they do not demonstrate that the customer service takes a real responsibility in regards of specific complaints from previous customers.

Update: I packed all my things to be ready to move but when I came back evening the same day, they said that the new room can't be cleaned today and they'll tell the staff not to clean around my villa the next morning. Voila! I still wonder why it was not the first solution that came to their mind. Yet it's great to know the problems are kind of being solved.

Update 2: in the room was a superstrong smell of something (perhaps against mosquitoes albeit I was told it's just lemongrass for the nice smell). It originated from a clay pot with a candle under it. I've asked to remove the smell. They took the pot out and that's it. I've politely suggested to bring a fan or something hoping it would help to push the smell out. They've brought a small floor fan and quetly left closing the room door.

Update 3: I could say there's a fair communication gap after reading the reply from the customer support. On paper, the problems were solved, but the way they were solved and the effort and time required from my side were not really mentioned or maybe even considered. In fact, my expectation is that the problems mentioned above should not happen at all. Anyways, at least the customer support is replying which is...

Very interesting to check better the reviews this time unfortunately writing mine, seems like our experience is shared by many people... Very badly managed, poorly maintained, dirty, no respect for their customers...

I was there on the last week of December with my family who flew all the way to visit me and my wife. We decided to book the best room type (2 hideaway pool villa around 250$ (10.000THB) per night. Being one of the most expensive in Koh Chang i had some little expectations about our future experience especially for my family even if we are very easy going people.

We booked directly through the website to avoid the hotel to pay booking commissions etc...

WHAT A MISTAKE this time... We have received a VERY BAD experience:

We first got the "worst" room view they could have, located right on the car par with a view of trashes and cars, we changed room but this time very far but seems we had no choice anyway

The bathtub was impossible to use at first we did not have drain stopper, then we tried to fill it with water but you could not, after 10cm of water we got explained that the tank was empty and we could only get cold water... In addition when turning on the waterfall which flows in the bath, the water and rocks were filthy, filling the bath with dust, leaves, pebbles...

We told the management but nothing could be done

It would have been ok if this problem would have been the only one... Nevertheless...

When we first got in, we had no towels, we asked for it couple times with no results, after an other call we got for answer that they did not have enough for the whole hotel and could not do anything for the moment and hang up

I booked the hotel wishing to use the SPA as we stated on the phone when booking... the Spa was closed and used as storage area for chairs and equipment...

In the morning workers around with machine was very loud

Breakfast was just ok. No real taste but I would say sadly that it was in our experience least disappointing (Nevertheless the restaurant staff near the beach and pool were really nice and good despite the waiting time for the food)

But for me the worst part it the management and promises made when we talked to the manager: He could not do anything (refund, upgrade, discount...) we had to sign a paper which would be sent to the Headquarter and would contact us back... Since nothing else could be done, I understood and followed the "procedure" without argument and always with respect toward the staff whose fault was not theirs...

We WAITED 2 weeks with no news... I then contacted the FO manager again who told us to WAIT a little bit more again... We WAITED again, but nothing happened...

I contacted him again couple time but those time only got to read my message and leaving no answer, just... ghosted and probably blocked us...

THIS IS REALLY NOT AN ACCEPTABLE TREATMENT...

I was really excited to this vacation with my partner and family, we were talking about it before. But to be honest, after experiencing this service.. We would REALLY NOT recommend this hotel to anyone, even tell people not to go if they ask us for advise...

I hate leaving bad reviews online and rather prefer to talk directly to the concerned people, but this time have no leverage or possibility to...

Review of Santhiya Tree Resort, Koh Chang - Hideaway Pool Villa

My recent 7-night stay at the Santhiya Tree Resort on Koh Chang was an exceptional experience, offering a perfect blend of luxury, natural beauty, and traditional Thai charm.

Location & Surroundings: The resort is nestled in a picturesque location between the beach and mountains, surrounded by beautifully maintained tropical gardens that enhance the serene atmosphere. The lush greenery, along with the traditional design of the resort, creates a tranquil oasis that feels both secluded and connected to nature.

Accommodation: I stayed in the "Hideaway Pool Villa," a high-spec room that exceeded my expectations in many ways. The villa is spacious, with a great shower and a massive bathtub that invites you to relax after a day of exploring. The private pool area is a highlight, featuring a comfortable seating area with high-quality, practical furniture, perfect for lounging in the sun or enjoying a quiet evening. While the room was labeled as "Hideaway," it is situated along the main walkway to the beach, which means it’s not as secluded as one might expect. However, it still offers a good level of privacy, and the convenience of the location compensates for this minor shortcoming.

Beach & Amenities: The beach at Santhiya Tree Resort is pristine, offering great opportunities for swimming and long walks. However, it’s worth noting that the beach isn’t accessible at high tide, which can be a bit limiting. The resort also offers plenty of sunloungers by the pool, ensuring there’s always a spot to relax.

Service & Facilities: The staff at the resort are incredibly friendly and attentive, contributing to the warm and welcoming atmosphere. The room’s air conditioning was excellent, providing a cool retreat from the tropical heat. Additionally, the resort's proximity to a local village, just a 20-minute walk away, is convenient, and the regular bus service provided by the hotel makes it easy to explore the area.

Downsides: A couple of downsides to note: there were quite a few mosquitoes, which could be a nuisance, so be sure to bring repellent. Also, as mentioned earlier, the "Hideaway" room's location along the main walkway might not offer the complete seclusion some guests might expect.

Overall Experience: Despite a few minor inconveniences, my stay at Santhiya Tree Resort was a fantastic experience. The combination of beautiful surroundings, luxurious accommodations, and attentive service makes this resort a perfect choice for a relaxing getaway. I would highly recommend it to anyone looking to enjoy the natural beauty of Koh Chang while staying in a traditional and...