Having previously stayed at this hotel I can believe the response from the hotel.

I didn't have issues with the room, it was very nice and housekeeping did a pretty good job during the week I was there.

But my girlfriend went to the spa.....once.....which for her is a world record....it was cold and she asked them to turn off the air-conditioning....they didn't....she asked again....they didn't....didn't ask a third time. And her "package" was supposed to be a 3 or 4 hour affair (sorry I can't remember what package she chose) and it too ended about 45 minutes early. But they didn't bother with any explanation. Her treatment was also during the last slot allocated for her package (it started around 5 pm I think).

The front desk here was entirely unhelpful. I had a package delivered that I didn't get until 4 days after I left the hotel as somehow the business center couldn't communicate that I had a package - naturally I had to pay 1000 baht to have the package delivered by taxi at my next hotel (which was luckily in Phuket).

The grounds of the hotel are nice - the vacation club rooms themselves are very nice (though they could use a stove). The pools are plentiful but would be nicer if they were built a little bit more for swimming as opposed to looking nice. The kids club is also nice and well run. But the service overall was barely adequate and a few times very unfriendly. I know lots of people rate this hotel, perhaps if you stay at the hotel instead of the vacation club its different but I personally don't rate this property as anything other than ok. And the new place next door is downright dreadful, but thats another story.