The Memory at On On Hotel — Hotel in Ratsada

Our recent stay at the On On Hotel in Phuket Old Town was nothing short of a nightmare. From the moment we stepped foot into the hotel until the time we left, we were met with one disappointment after another. It is with immense dissatisfaction and frustration that I write this review, as the hotel failed spectacularly in meeting even the most basic expectations of a hospitality establishment.

To begin with, the hotel's complete lack of water in the bathrooms was an absolute travesty. It is utterly inconceivable that a hotel, claiming to offer comfortable accommodations, would fail to provide such a fundamental necessity. We were dumbfounded when we arrived at our room and discovered that there was no running water in the bathrooms. The fact that the hotel staff kept us completely in the dark about this issue until 2 pm, when we checked in, was simply unacceptable.

Furthermore, when we finally managed to elicit some information from the employees, they nonchalantly told us to return at 5 pm, promising that the water problem would be resolved by then. Trusting their assurances, we obediently returned at the designated time, only to be greeted with another wave of disappointment. The staff casually informed us that the water was indeed available, but it was disgustingly dirty and unfit for any use. They had the audacity to suggest that we run the taps for five minutes, as if that would miraculously transform the filthy water into something usable. Unfortunately, their advice proved to be utterly futile. The water barely trickled out, and when it did, it was murky, unclean, and had a nauseating odor. It was a repulsive and unhygienic experience that left us feeling utterly disgusted and violated.

What made matters worse was the fact that this entire water ordeal robbed us of an entire day of our vacation. Our intention was to explore the charming streets of Phuket Old Town and immerse ourselves in the local culture, but due to the hotel's incompetence, we were forced to waste valuable time dealing with their water crisis. The complete absence of any contingency plans or proactive measures to rectify the situation further showcased the hotel's utter disregard for their guests' time and well-being.

In conclusion, our stay at the On On Hotel was an absolute catastrophe on all fronts. The complete lack of water in the bathrooms, the employees' deceptive silence regarding the issue, the false promises, and the overall mismanagement of the situation were unforgivable. We strongly caution anyone considering this hotel to think twice and seek alternative accommodations in Phuket Old Town. This establishment has demonstrated an appalling level of incompetence and a blatant disregard for guest satisfaction. Spare yourself the torment and frustration - steer clear of the On On Hotel...

A deeply disappointing experience — ruined the start of our Phuket trip

We, chose The Memory at On On Hotel as the first stop of our Phuket vacation, with my wife, excited to stay in such a historic and iconic place — especially one we had seen in The Beach. Unfortunately, our experience on 22 August 2025 was extremely disappointing.

After a 9-hour flight from Turkey, exhausted and sleep-deprived, we arrived at the hotel around 7 p.m., eager to check in and rest. However, the front desk staff told us they couldn’t find our reservation — even though we had booked and fully paid for our room days in advance via Agoda. They kept us waiting and blamed first Agoda, then a third-party system between Agoda and the hotel.

As a guest, I shouldn’t have to deal with internal issues between booking systems. I simply expected to be shown to my room, especially since I could clearly show confirmation emails, payment proof, and credit card records. Still, they refused to check us in, saying our booking was not in their system. They admitted there were empty rooms but said none were “cleaned,” so they could not accommodate us at all. Plus they had a very poor English.

After waiting over 90 minutes, they made no real effort to help or find a solution. When we asked to speak to the manager, our request was declined. Eventually, we had to leave the hotel at 9 p.m., dragging our luggage through the streets of Phuket looking for another place to stay.

What should have been the joyful start of our holiday turned into a stressful, exhausting night. Regardless of whether the error came from Agoda or the hotel, a guest who has booked and paid in advance should never be left without a room.

This experience has completely changed my opinion of this hotel. I sincerely hope the management takes this feedback seriously and ensures that no other guest is left stranded the...

From the moment I arrived at The Memory at On On Hotel, I knew I was somewhere special. Nestled in the heart of Phuket Old Town, this beautifully restored heritage hotel effortlessly blends history, charm, and comfort in a way that makes your stay feel both luxurious and deeply authentic.

The building itself is stunning! Rich in character, with thoughtful design touches that honour its legacy while still feeling fresh and welcoming. Every hallway, piece of decor, and photograph tells a story, and you really do feel like you’re stepping into a lovingly preserved piece of Phuket’s past.

The service was second to none. Every staff member I encountered was warm, professional, and genuinely invested in making sure I had a wonderful experience. From helpful tips about local spots to just friendly smiles each day, their hospitality truly stood out. Nathan specifically was an absolute gem and was very helpful throughout the stay.

My room was immaculate, stylish yet cosy, with a comfortable bed, modern amenities, and peaceful atmosphere despite the lively streets nearby. The attention to detail was evident throughout, and I felt well taken care of during every moment of my stay.

Staying in the Old Town was also a real highlight, walking distance to the weekend markets, local cafes, and cultural sites. It gave me a much deeper appreciation for Phuket beyond the beaches. The Sunday market was one of the best experiences during my stay and I’m so happy to have stayed here, I’m really excited to come back again!

I left The Memory at On On with incredible memories and a genuine wish to return. It’s more than just a hotel - it’s an experience, and I feel lucky to have been a part of it.

Thank you to the whole team for such a special stay. I’ll be recommending this place to...