Santhiya Phuket Natai Resort & Spa

Everything is perfect, every detail. An amazing place, so beatiful

1.5 hour to Old Town. There was a huge difference on the size of the bedrooms

I liked the location which was closed to baba beach

The staff was neither professional nor honest. On the last day of my stay, I requested a late checkout. Despite the fact that no new guests were arriving, they initially refused to grant even a 30-minute extension. I then informed them that I was willing to pay for the late checkout. They eventually agreed, but charged me half the price of a full night for only four additional hours, until 4:00 PM. What is unacceptable is that during this exact period, there was a scheduled electricity and water outage, which the staff was aware of in advance. This information was never disclosed to me before taking the payment. As a result, I paid a significant amount for a service that could not be properly provided. When I requested a refund after the outage occurred, the staff refused. This lack of transparency and fairness is extremely disappointing and does not meet basic standards of hospitality.

Design

At 3 AM on our first night, we woke up to water pouring from the ceiling onto our faces and belongings. Our medicine, clothes, electronics, and bed were all soaking wet. The only room offered was for just a few hours during that same night, plus a compensation of 2,000 THB (54€) when our original room cost over 12,000 THB (321€) per night. After more than 3 hours of intermittent discussions with reception and escalating the issue, we finally spoke with the General Manager Anke at noon, who offered 10,000 THB (270€) and laundry, but no room change, only a promise of "no more pouring" during our stay. Since they didn't offer another room, we had to endure loud construction noise throughout the day. The next night didn't rain, but my husband got food poisoning (we never left the resort and ate only at the hotel) and ended up hospitalized, costing us over 400€ in medical expenses. Two nights later it rained again—and the water pouring was even worse. My 6-year-old niece was terrified, crying as water poured onto her bed in the middle of the night. They eventually moved us into two separate rooms, defeating the entire purpose of booking a two-bedroom villa to spend time together as a family. With all these experiences, next morning we expected the hotel to be truly sorry for failing their promise, for the food poisoning, and to offer decent compensation. Instead, the General Manager Ake kept us waiting over 2 hours, then appeared for just 10 minutes—rude, defensive, and completely closed off to any discussion. His only offer was to point out that the two separate rooms he argued "was already a compensation" because their combined cost supposedly exceeded our original 2-bedroom suite — as if that justified a collapsing roof and two floods. No actual compensation, no apology—nothing at all. It felt like a slap in the face after everything we went through. We were there for 5 nights total, and they turned our holiday into a nightmare.

Service Food Staff (Kent on the Beach Restaurant is the best guy!)