Andaman Embrace Patong — Hotel in Patong

I am sitting here in my pool access room at the Andaman Embrace in Pa Tong reading the previous holiday makers reviews and can't believe that I am staying in the same place, just 2 to 3 weeks after people have given it a low star rating. Firstly, one review from 3 weeks ago, I believe he has reviewed the wrong hotel, as this one never had or will have in the near future a surf/wave machine.The guy from reception kindly brought our cases to our room when we arrived at 11pm, and he didn't explain about the light switches, however, as long as you can read, all switches are labelled with what they do. It took about two minutes to work out the lights.The breakfast is a buffet style, and I would be hard pushed to find a culture that was not catered for. It has everything. All teas, coffees, and fruit juices included.We are in the newer pool access room, and all the furniture is modern and reasonably new. The bed is very comfortable, and the pillows are perfect. The outside sun loungers are in good condition too. The housekeeping team has been in every day as we have pressed the "please make room up" button, and it has been completed by lunchtime each day. I did ask for an extra roll of toilet paper one day, and they handed it over without a problem. It is advertised that you get two bottles of water per day in a two person stay room. So you know before you arrive that you need to buy yourself extra water, and you can put it in the fridge you are provided in your room to keep cool. Easy!!!! There is a mini mart at the entrance of the hotel or 7 eleven, 300 meters down the road to buy water, drinks both alcohol and soft drinks, snacks, and chocolate as you wish.The hotel staff have been amazing.The breakfast is a buffet style, and I would be hard pushed to find a culture that was not catered for. It has everything. All teas, coffees, and fruit juices included.We are in the newer pool access room and all the furniture is modern and reasonably new. The bed is very comfortable, and the pillows are perfect. The outside sun loungers are in good condition, too.The housekeeping team has been in every day as we have pressed the"please made room up" button, and it has been completed by lunchtime everyday. Very friendly, helpful, and organised. We asked for a clothes line to hang wet clothes on and it arrived within 10 mins to our door.The lady, Jenny, who organises trips and taxis, is just the best person ever. She arranged all our trips (one on my birthday) and organised the staff to put a birthday cake with candles in my room while we were on a day trip. Such a sweetie. Love her ❤️It's approximately 15 min walk to Bangla Road, where you will be in the thick of party central. However, the hotel is far enough away to not hear the party if that's not your scene.I am currently halfway through a two week stay at this hotel and can't find anything bad to stay about my experience. If I were to knit pick, it would be that the outside kurb appeal is a little run down, but no more than any other hotel of the same age in Phuket. But the pool, pool bar, gardens and roof top bar with seating areas are in great condition, same as all the communal areas within the hotel.Seriously, I do not understand some of these reviews.... stating how bad the staff are. I do find that if you treat people with kindness and respect- you get it back. And to say the breakfast is horrible and there was nothing to eat, I really don't know what else a hotel can provide...

UPDATE: I AM NOW BACK HOME IN AUSTRALIA AND AM UNSBLE TO CHANGE MY VIEWS ON THIS HOTEL. TOTALLY EXCELLENT AND WOULD RECOMMEND AND RETURN AGAIN MYSELF. I also broke a plate, from room service, told the cleaners and apologised and got all of the security deposit back, no questions...

The staff service and attitude is extremely worst in this hotel. We stayed for two nights here, the first day we have informed the hotel for a birthday decoration, including some balloons and flowers on bed. We didn’t have time to take photos with those on the first day we checked in as we went out for tour. We planned to take photos in the following day, therefore I put the balloons on my luggage, fresh flowers in a paper bag with my own flower clip for hair and banner INSIDE my luggage, which my luggage cover was opened up. We didn’t want to keep any of these and bring back home, we only intend to take photos with that in the second day afternoon. If you can inform us before that, we can apply for one day delay of returning or arrange the time for photo taking immediately.

Now, the scariest part came. When we went back to the room in the afternoon, the room was cleaned and the stuffs were disappeared, including my own hair clip! I have asked the counter through phone call, they did ask the housekeeper and said she didn’t touch my things in or on the luggage. The lady and a man from front counter came to my room and checked my luggage then found nothing related inside. But she didn’t trust me, she just kept saying the housekeeper should not touch anything inside the luggage. It must be my fault of putting these somewhere else. And we should return the materials which is their normal procedures. I agree that the materials should be returned! But how about my own hair clip? And why are you moving anything that is INSIDE my luggage? You can also inform me that you have taken those things for returning from my luggage after the cleanup. But now my personal item disappeared too.

Afterwards, they checked the rubbish bags from different buildings and claimed that they can’t find it. I really appreciate their effort on finding the prove, but now the lady’s attitude was changed and showed annoying, rude and disrespectful to us. She was so angry and she said that it’s not her problem and hotel’s problem, she asked me to contact the cleaner on the next day by myself. The hotel management team should stand in front of all staffs right? How come you asked a cleaner to face to the customers and no apologise from the hotel? We were super angry and disappointed to the attitude of customer service. Around 20 minutes later, the same lady called back again and changed her attitude with 180 degree! She became so peaceful and so sorry for this issue. For us, what the hell???? Why did you changed your attitude suddenly, I guess they found some evidences that I didn’t lie. And she asked me whether I want any compensation from the hotel. I said NO! I’m not aiming for anything but only a sincere apologise and care from the hotel. The hair clip is not expensive but we do care about the attitude and solving methods from the hotel. It makes us feel worried to let the housekeeper come from now on.

Then she was kind of begging me to receive anything from the hotel or she can’t solve the issue? Therefore, I let her to send just fruits for us.

On the check-out day, the room is required to check by the staff after our leave. It’s totally fine and after a few minutes we asked how long does it take since the bolt was waiting for us. The other lady staff, POR was extremely annoying and rude. She made big noises with the computer and sigh. Can you just calm down and communicate in a normal and friendly way?

I deeply regret to choose this hotel because of the terrible attitude from the staffs. For those who want to find a hotel in patong, there are many more choices with pretty swimming pool too! Don’t find a hotel which ruined your mood...

This has the potential to be a really great hotel but it falls short in a lot of areas:

Pros: The swimming pool is amazing, huge, clean, and great design. The outdoor areas are well designed and furnished. The newer rooms are nice and fairly modern. Location is great for short walks to the beach, shopping, bars and restaurants. Far enough away from the clubs so you can’t hear them but close enough to walk. Housekeeping was good, with daily servicing and a fresh made bed. Have seen other comments about lack of toilet paper, we didn’t experience this.

Cons: Check in required a cash only deposit, would not take a credit card, we didn’t have any local currency yet and had to give our passports till we got some cash out. (They have a eftpos machine there but won’t take credit card payments) On check out if you don’t have your paper receipt you will not get your deposit back, even though they have a carbon copy, without your copy, you won’t get your deposit back. We needed to go through the trash bin to find ours. Rooms smelt damp and mouldy, it hits you as soon as you open the door, and every time you re-enter it hits you again, not a welcoming smell. House keeping came in after we had accessed the room to spray air freshener and tried to open the door while I was on the toilet, I yelled someone’s in here and they sprayed it over the top of the door!! Bed was very hard, not comfortable. Walls/door very thin, can hear other guests at night. Our sliding door to the swim up deck at the rear of our room didn’t lock properly and could easily be opened by anyone. Security was nonexistent, anyone can walk into to resort and get to any room. We had items taken from our rear deck, no assistance from staff, no security footage etc. Bar staff at the swim up bar were miserable, even when asking nicely with a smile they made you feel like you were inconveniencing them, I would have spent lots of money at that bar if they made it more inviting. While in the pool and sitting at the pool bar there is a constant dull smell of sewage that really puts you off the bar menu. Breakfast was not up to par to other hotels we have stayed at. Range and freshness was a bit lacking, wasn’t terrible but was far from amazing. On check out they make you wait while someone checks the room before they return your deposit, if you don’t return one of your access cards, they charge you 200THB. There are signs everywhere with fines for lots of things, no Cannabis, no Durian, no outside food, no taking food from breakfast, it doesn’t make the place feel inviting and you feel a little on edge like you’re doing something wrong.

In summary, it’s not a bad place to stay but it’s far from great. We moved next door to Hotel Indigo for our 2nd week and service, cleanliness, smell and amenities were chalk and cheese. Ordered 8 drinks at the pool bar straight up and the bar staff were so happy and friendly I happily tipped...