Check-in time was 3:00 PM, yet we were only allowed into our room at 4:10 PM. To make matters worse, we had booked a room with two separate beds, but were given one with a king bed instead. We then had to wait another 30 minutes while housekeeping came to separate the beds in front of us — hardly the welcome we were expecting. The bed cover they provided had a visible stain, which we had to request to be changed. Totally unacceptable for any hotel, let alone one that promotes itself as a resort. One of the key reasons we chose this hotel was the rooftop pool, which was advertised as open and operational online. Upon arrival, we were informed it was out of service — with no prior notice and no update on the booking platforms. Very misleading. Despite our multiple concerns, the hotel staff offered nothing more than a basic apology. No compensation, no gesture of goodwill — nothing. In a destination like Phuket, where guest satisfaction and hospitality are key differentiators, this experience was deeply disappointing. I definitely do not recommend this hotel. They need to do better in such a competitive market.