Wyndham Grand Nai Harn Beach Phuket

Had a lovely stay, nice clean hotel. Easy access to the beach, you can get towels to take so easily! The hotel overall was nice and it is clean. I use the gym alot and that could be bigger but it was ok. Also I loved the help of Adam and Jom they helped me very well with everything.

A beautiful peaceful hotel with amazing staff and a wonderful relaxing atmosphere. The hotel is immaculate with stylish rooms. My swim up room was super spacious with access to the pool (and swim up pool bar). The hotel is a 10 minute walk to Nai Harn beach which is beautiful with calm bathing. The hotel is an oasis of calm with easy access to the more lively places in Phuket. A special mention to the breakfast team who were super efficient and always had a smile!

We loved our stay! Clean rooms, friendly staff, and a nice atmosphere. I also would like to underline some good points: + Hotel has very unique modern architecture, rooms are wide and well-designed for all needs. We especially liked greenery in our hotel - plants and palms everywhere. Feels very exotic! + Huge bed, soft pillows — we really enjoyed sleeping here! + Staff was very friendly and open, but their English accent is very hard to understand. They also have interesting feature - online app with all information and 24/7 chat with reception. Nice thing. + Pools are everywhere, you can jump in and have a fun anytime. But sometimes water was yellow, we've discussed this problem with staff though. + Breakfast was good and tasty, but I think it's better to change your coffee - it's very bitter and not a good quality. + Cleaning service is on point. They never missed a day without checking our room. Now let’s talk about flaws: - We’ve booked the room with lagoon or pool view, but during check-in staff informed us that they can’t provide such room. We need to pay more and upgrade or live in the room with bad view. We were really upset but decided to stay in available room. - The biggest problem is price in hotel restaurants. It was very high compared to nearest cafes and restaurants. Even Thai dishes was at a high price. It would be better to provide less expensive foods for hotel guests. - Shuttle bus schedule wasn't very comfortable. Please make more slots. - TV is useless — few boring channels, no Netflix or Smart TV. Better to upgrade television. - Water pressure in faucet was very weak, especially cold water. - Unexpectedly many kids in hotel. It’s not a problem, but we didn’t plan to choose family hotel, more like hotel for adults.

I booked the deluxe pool access room, which was direct access to the pool as shown on the website booking.com. When I arrived I was put at the very end on the building facing the bushes and the car/bike entrance and parking for the hotel. Which means I did not have pool access and I would have to walk through and past other peoples “pool access” and bedrooms before actually getting to the pool. Where I was placed isn’t even shown online there are no photos of this angle which is false advertisement. Also, the staff did not make me aware of this or offer an alternative bearing in mind I had this trip planned for months. I paid a generous amount of top compared to the standard rooms and was not given what was advertisement, this is not acceptable and I would like some sort of compensation/refund. The communication, time keeping and listening skills of the front of house and housingkeeping staff is appalling.  It took 2 hours and 2 calls for housekeeping to bring me face towels, I also emphasised I will need to go out as I had an excursion booked, though they should have replaced what they had taken as standard procedure. When they finally came to my room they had brought the wrong towels which delayed me even more. On another occasion I called reception to ask for recommendations on where I can watch the fire entertainment on the beach, the person that answered did not know of any beaches and said they’ll ask one of the other workers which again is ridiculous as front of house in a hotel you should know or have basic information for travellers/tourists. I was then told “I’ll call you back” more than 15 minutes went past I called again and was told they’ll call back again. I went to the front desk and one of the workers said they don’t live around here. I finally received a call back and the person asked me if I asked where I can get street food. Absolutely disgraceful. Separately the Wifi connection was not working consistently - again, I called front of house and they said someone will check the wifi box outside and then come to my room to check inside the room. I called twice and was told they’re checking and someone will come, no one came. Whilst checking out the hotel there was no questions regarding the stay or if I had any issues etc. the only concern was payment. I had to ask someone to help with my suitcase down the stairs as they stood around and stared. Awful customer service not helpful at all. Every time I called front of house to ask something nobody knew the answer, they’d have to ask someone else then I’d have to call back around two times before they admitted to not knowing. I would like to dispute the payment, I paid significantly more for pool access experience and never got it. No consideration or communication on this whatsoever. Photos are false advertisement.  Lastly I was told any costs during my stay at the hotel would be taken out the deposit, one of the men asked for my card for identification as I was in a rush I gave it to him, now realising that didn’t actually make sense and was basically hoodwinked because the next day my card was charged. I’ve attached photos of the room I was given and what is advertised online. Do not waste your money on this place, it’s overpriced for no reason. Definitely not 5 star. False advertisement and the staff are terrible. There are much better places for way less. This hotel is a scam.

Overall, it was a nice experience to stay here and would consider revisiting. The best aspect here is the property itself, which felt new and fresh. There seems to be still some construction going on in one side (no related disturbance felt at any time). The pool is also very nice, well stocked with pool towels and chairs. The staff during breakfast and dinner at the restaurant were consistently attentive. Food was good overall. There were couple of interesting cocktail recommendations from the staff there, quite nice set up by the pool at night. For this hotel overall to get to a truly overall five star experience, few basic items require more attention. (Taking more space on this in case this helps improve). 1. While this property is advertised as a beach hotel, the walk to the beach is around 10-15 minutes through a road with no sidewalk. It can also get quite hot and sunny during the day time. There is only one pickup/drop during each hour from the hotel reception to the beach (this was made clear during checkin and could definitely be more frequent, or on request). The Nai Harn beach access as such therefore did not seem convenient. 2. It seemed like the housekeeping service needed improvement and training. Towel replacements were missing one day (missed placing new ones completely) and on another day, only the large towels were kept (smaller ones were missed couple of times, had to request specifically). Looks like this might be an training improvement area. 3. There were few mosquitos in the restaurant. It can be challenging normally in an open place but perhaps something to manage this better could be considered. 4. At the time of arrival at the hotel in the afternoon, there seemed to be no staff in the front to help with the luggage but later on they seemed to be there. Perhaps this is a consistency or handover issue. For a five star experience, small touch points matter a lot. Also, for such a big property, the entrance/arrival area for vehicles felt smallish.