Centara Villas Samui — Hotel in Ko Samui

Disappointing Experience at an Overpriced Resort with Poor Customer Service The resort is beautifully located and quite isolated—there are no nearby shops, and it’s situated next to an abandoned resort, which detracts a bit from the atmosphere. That said, it is a peaceful place to relax, although I personally found it overpriced (fortunately, we got a discounted rate).

Unfortunately, our experience started going downhill as soon as we arrived. The pictures on Agoda were misleading. We had booked a Deluxe Villa, which was advertised as having a bathtub and a sea view. Instead, we were given a King Garden View Villa with a view of the roof of the villa in front of us—definitely not what we expected.

We tried to discuss this with the front desk, but our concerns were met with hostility. One receptionist in particular, named Toys, was incredibly rude to my wife. Instead of listening or offering any kind of solution—basic customer service, really—he dismissed her concerns and insisted that we were wrong. His behaviour was unprofessional and unacceptable.

From that point on, we started noticing many small but important issues. The villa was not properly cleaned, the shower curtain was old and dirty, the bathroom fixtures (sink and shower) were worn out, and bedsheets had blood stains. The air-conditioning unit was also faulty—it kept freezing the room all night, making it very uncomfortable to sleep.

When I brought this up with Toys, he took no responsibility and simply said: "It's not my problem. You have to contact Agoda." This is not the kind of response you expect from staff at a supposedly high-end property like Centara.

The next day, they attempted to fix the air conditioning, but it still didn’t work properly. No one communicated with us about the outcome—we had to call the front desk ourselves around 7:30 PM to ask for an update.

Finally, a different receptionist stepped in (Boom) and offered us immediately a new room. Ironically, it was exactly the room we had booked from the beginning—the one Toys had told us didn’t exist: a Villa with a Sea view and a Bathtub. Which we accepted to change only the morning after because it was too late already. Thank you Boom for your professionalism!

To make matters worse, after contacting Agoda multiple times and sending photos as proof, we were only offered a $76 compensation. Agoda insisted we were given the correct room, based on Toys’ inaccurate report. During the dispute, my Agoda account was temporarily locked and I couldn’t view other booking options. Oddly enough, the room we originally booked disappeared from Agoda for two days—then magically reappeared.

It's clear that Centara holds a lot of weight with Agoda, but in my experience, Booking.com would have never handled a situation like this so poorly. Because of this experience, I will not be using Agoda again.

In summary:

The location is quiet and relaxing, but isolated and next to an abandoned resort

The resort is overpriced for what it offers

The villa was not as advertised

One receptionist was extremely rude and unhelpful

Maintenance and cleanliness were below standard

Customer service from both the resort and Agoda was disappointing

They have a long way to go to reach the service standards of their competitors. Very frustrating...

Review of Centara Villas Samui, Thailand

Centara Villas Samui is a serene and idyllic resort, offering a peaceful escape from the hustle and bustle of daily life. Nestled on a lush hillside with stunning views, the location is perfect for those seeking tranquility. While the infrastructure shows some signs of aging, it remains comfortable and inviting, adding a certain rustic charm to the experience.

We stayed during the tail end of the monsoon season, which brought its fair share of weather challenges, including a few leaks. However, the staff handled these situations with grace, working tirelessly and always with a smile. Their exceptional service deserves nothing less than a perfect 5/5 rating.

One important note: if you’re uncomfortable around dogs, this might not be the place for you, as a few stray dogs roam the beach. However, they are non-aggressive and only approach if offered food. Experiencing the transformation of a timid, hungry dog gaining trust is both heartwarming and unforgettable. If you can, consider buying a bag of food and supplements for them—it’s a small gesture that means so much. Just remember to clean up leftovers to prevent pest issues for the hotel. It’s also crucial to respect the cultural differences in attitudes toward dogs; in Thailand, they are viewed differently than in many Western countries.

The bungalows were charming, and ours came with a private pool and sea view—an absolute highlight. The resort grounds were well-maintained, clean, and lush with tropical flora. However, venturing beyond the resort reveals the pressing issue of plastic pollution in the area, a stark contrast to the pristine hotel grounds.

The spa is another standout feature, deserving a 5/5 rating. My only regret is not trying it sooner; the experience was beyond words and a must for any visitor.

Daily shuttles to nearby attractions, including Lamai and Central Samui, are a convenient touch, and taxis are affordable. Walking to the nearest store is also an option for those who prefer exploring on foot.

The food was enjoyable but tailored more toward Western palates, which might not satisfy those seeking an authentic Thai culinary experience.

While the resort’s facilities merit a rating of 3 to 4 stars due to some wear, the lush hillside location, complete with stairs that provide a good workout and opportunities to spot lively squirrels, adds a unique touch. The setting is ideal for those looking to relax amidst nature rather than seeking a bustling nightlife scene.

Overall, Centara Villas Samui offers a delightful escape, especially for travelers who appreciate peace, nature, and warm...

A Truly Amazing Stay!

My partner and I stayed at this resort for four nights, and we had an absolutely wonderful experience. From the moment we arrived, the staff were incredibly kind, attentive, and helpful—they even upgraded us to a sea view room upon check-in, which was super nice!

Our room was spacious and clean and very beautiful. The bathroom was large, modern, and well-equipped—honestly, we couldn't have asked for more. The pool and beach areas were super relaxing and clean and you had access to clean beach towels and sun loungers.

Before booking, we had seen a few reviews mention that the location wasn’t ideal, and while it’s true that the resort is set on a hillside and a bit removed from the town and temples, we didn’t find it to be a major issue. The resort provides a free shuttle bus into town on a set schedule. Additionally, they helped us rent a motorbike (highly recommended if you're comfortable driving)—we paid 300 THB per day and loved having the freedom to explore nearby temples and markets at our own pace. Most of the places we visited were just 15–20 minutes away, with a few farther spots around 40 minutes, which we didn’t mind at all.

The resort also has its own app. It lets you access all services and chat directly with the staff, which made everything so easy. The response time was immediate—when we requested a motorbike, they sent us a photo of the available bikes with prices, and it was ready within 10 minutes.

One thing to note: because the resort is built on a hillside, all rooms and villas are only accessible by walking, mostly via stairs. Some areas have ramps, but not all. It’s worth keeping in mind if you're traveling with small children or have mobility issues. The layout is more like a maze, with villas spread out across different levels. The pool, beach, and restaurant are all located at the bottom of the resort, and we didn’t see any alternate way to reach them besides the stairs.

Overall, we had an amazing time and would absolutely recommend this resort to anyone looking for a peaceful and scenic get away. We would definitely...