Upon arrival, we were given a room on top floor, where AC was not working. Also no internet in the room. By the evening, AC was fixed, but at 10:30 I had to ask for internet connection repair to stop until the following day (an engineer was repeatedly sent to our room to fix it!). Staff is nice, always smiling, courteous, but not helpful. I had to ask for the room to be changed, and by the afternoon we were given a new room and upgraded, which was really nice.
Other things that I found strange in a 4 star hotel is the state of reclining chairs by the pool (plastic wicker armrests were all falling apart, foam cushions undone at seams), the fact that drilling and repairs on the location would start at 2 pm (?!), and one evening when I attempted to order G&T the waiter came back to tell me they had no tonic water in the hotel. Just strange.
Hotel provides afternoon shuttle to Ao Nang, which is very convenient if you want to explore the area a bit. Also, motorbikes are available for rent, and bicycles for free. Very efficient taxi service to the airport is also available.
