We had high hopes for this hotel as part of a three-week tour around Phuket, planning to choose the best hotel for a longer stay in December and January. Unfortunately, our experience at Best Western Phuket Ocean Resort was deeply disappointing from the moment we arrived.
Despite including a clear request for a quiet room during the booking process, we were given a room close to a busy road. After a long journey with layovers, we were exhausted, but the reception staff refused to relocate us, stating no one was available to prepare another room — even though the hotel was visibly empty. The receptionist was unwelcoming, didn't greet my wife and daughter, and responded with irritation and zero empathy.
To make things worse, the room wasn’t prepared for three guests. There was no water, no glasses, no towel, no pillow, and no blanket for our child. That night, we discovered ants crawling on the bed and pillows. At midnight, we approached different staff at the front desk, who finally agreed to switch our room.
The second room was quieter, but had a colony of ants near the desk. We accepted it due to the late hour. Again, the room was not ready for three guests, and we had to wait another hour for basic bedding. Soon after, the refrigerator started leaking, making loud noises, and everything inside turned into icicles.
Instead of relaxing the next day, we had to pack and move again, as promised, to a truly quiet room. The front desk staff remained rude and dismissive, with male staff scoffing and shrugging when my husband expressed dissatisfaction. No apology was offered for all the inconvenience — a shocking level of service, especially for a global chain like Best Western.
The third room wasn’t better. Though quieter, it came with windows facing a noisy road, and absolutely no sound insulation. The window frames shake when touched, and it feels like they could fall out at any time. The door frame is cracked all over, barely holding in place.
In the bathroom, though the fixtures initially looked clean, ants repeatedly returned to the sink and towels. The sink is dangerously mounted, with sharp, exposed cement underneath — completely unsafe for a child. Inside the wardrobe, there was a spider web, which we left alone as the spider helped us fight the ants. The air conditioner was filthy, and I had to clean insect larvae and dust myself because the housekeeping staff had no tools to reach it. At night, the AC began leaking onto the child’s extra bed.
This is our third day here, and we still can’t simply relax or enjoy the beautiful sea and sunshine. We are again waiting for another room change.
Despite the friendly and polite housekeeping and restaurant staff, the overall experience is far below what you'd expect from a Best Western property. If you're hoping for comfort, safety, and respectful treatment — this hotel will not meet your expectations. It damages the reputation of the otherwise respected Best Western brand.
This hotel disregards Global Best Western Standards, including:
❗ Breach of “Room Cleanliness Guarantee”: Multiple rooms were infested with ants and had visible dirt and structural issues.
❗ Failure to meet “Comfort and Safety” requirements: Broken or unstable fixtures (windows, door frames), unsafe sink installation, leaky air conditioner, loud fridge.
❗ Lack of basic room preparation for three registered guests — no towels, bedding, water, or essential items.
❗ Unprofessional reception service, with rude behavior and no effort to resolve guest discomfort promptly or empathetically.
This hotel sadly compromises the reputation of the respected Best Western brand.
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