Sep 21, 2014, 10:19 pm
The Naka Island Resort, Phuket Thailand [Master Thread]
Nov 27, 2011, 3:15 pm
#76
Join Date: Jul 2000
Location: DFW, AA EXPLT/ 5MM
Posts: 90
My stay experience at Naka Island
We stayed at the Naka Island resort two weeks ago. The property itself is spectacular! The villas are in great condition and the property is very well maintained. As others have mentioned it is a place to go to relax in isolation. The public pool area is also very nice. The property is hilly. They loaned us bikes which were nice to ride around the grounds and to the nearby fishing village.
However, it was obvious the hotel is still having transition pains to Starwood. A few negative areas I encountered were with their food, with their communications and check out.
First, the food was very disappointing. Being isolated on Naka Island eating at the hotel is the only option for meals. The prices are astronomical, especially for Thailand. More disappointing was the quality of the food was not what one would expect for a Luxury Collection property. I do not mind paying high prices for meals but I then expect something wonderful. In my opinion what was served by the hotel was not.
Even more disappointing was being in Thailand, I was looking forward to good Thai food. The Thai dishes that were served were not really Thai and were not really good.
In reading online about another guests stay at the property, she mentioned a small guest house on the other side of the Island where she was able to go during her first week at the resort. Everyone I asked at the hotel told me that knew nothing about such a place, which was surprising.
While at the resort, I emailed the woman who wrote the review and she gave me information on the rustic Tenta Nakara on the other side of Naka Island. We were able to make arrangements with the Tenta Nakara (www,tentanakara.com)to be picked up by long tail boat to go to the other side of the Island. We had the best Thai meal and a very reasonable price. It was a great evening. We met people there from several charter boats docked just off shore who had come to eat at this restaurant as the food was well known in the boating community.
When I left Naka, I shared my feedback about the food with the hotel manager. I strongly suggested she along with the Chef and the GM go over to Homduang Naka Island Resort to taste what good Thai food should be using local and fresh ingredients. That is what should be offered to guests at the Naka Island Resort in addition to the continental menu items they offer.
We did have trouble with communication multiple times. When we checked in they indicated they had no information on my return flight details and wanted to know if we wanted a return transfer. That was surprising since the hotel made those arrangements for us and we were paying them for the BMW transfer. On check-in, I was also told that we had been given an upgrade to a garden villa with a pool. I looked at the confirmation of what I booked and the confirmation the hotel sent. A garden villa with a pool is what we booked and what was confirmed. The staff member who checked us in said having a private pool was an upgrade as not all the villas have private pools. I told her that was strange as my confirmation letter and my online booking all said a villa with a private pool.
It was also frustrating trying to obtain information and arrange tours prior to our stay. It was only though the assistance of the luxury property collection liaison that I was able to arrange a tour of Phang Nga Bay. The Laguna Phuket Tour Company they suggested was outstanding! We only had five people on the tour and they picked up at the dock of the hotel. The boat was in pristine condition and the guide was outstanding. I was told at the resort they now use a different tour company but used to use Laguna.
It was interesting that another guest staying at the hotel jumped on our tour at the very last minute. He booked the same tour through the hotel with their new tour company and the hotel’s tour company called that morning and cancelled the tour. Someone on the staff suggested to the guest Laguna Tours from when the property was with Six Senses and gives him their name and Laguna added him to our group.
Checking out was not a smooth experience and we almost missed our flight, even though we booked the car service and transfer through the hotel. The night before we were to check out, I was given a schedule for our departure and check out process. Because my flight was in the morning and they had us leaving the villa 45 minutes before the boat transfer, I called that morning to ask if I could handle our check out earlier at breakfast so we could enjoy the villa until we needed to board the boat back to Phuket Island. I was told someone would come to my breakfast table to handle that. No one did. I asked the server if she could help me talk to someone about checking out. I waited around for 20 minutes at the concierge office near the restaurant for someone to show up. (There is no front desk or front office that guests have access to) Finally, after several calls the “assistant manager” came over with my bill. He was not able to get the credit card machine to work. He told me they would try again when they took our luggage from our villa. We stopped by the concierge office and again the machine would not work. They said we would try at the office by the dock.
At the dock their machine was not working either. It was now past time for us to be on the boat back to the mainland. The hotel manager came out and said they needed to go back to the concierge office with my card to charge the stay. After nearly 20 minutes they finally returned with my bill and credit card receipt. At this point we were late. We asked the driver of the car to please get us to the airport as fast as he could. Speeding through traffic he did his best. It was a race to get checked in for our international flight and through the immigration before boarding our flight. This was not a relaxing or comforting experience. Hopefully they can find a better way to check out guests easier who have morning flights especially when paying the hotel to manage the entire transfer.
Again, the property is beautiful and in wonderful condition. I loved the rooms and the private pool. I did send an email to the hotel with my feedback and got back a fairly standard response from the GM of "we apologize but will do better next time."
Hopefully these transition issues we experienced will be worked out and the food will be addressed so Naka Island will become the total experience most guests want from a Luxury Collection property.
Bob
PS – It was sort of surprising for me to learn there are only two Starwood employees that came to the property with the new management; one being the GM and the other the hotel manager. The hotel manager told me she is leaving next month to go back to her home property in KL.
However, it was obvious the hotel is still having transition pains to Starwood. A few negative areas I encountered were with their food, with their communications and check out.
First, the food was very disappointing. Being isolated on Naka Island eating at the hotel is the only option for meals. The prices are astronomical, especially for Thailand. More disappointing was the quality of the food was not what one would expect for a Luxury Collection property. I do not mind paying high prices for meals but I then expect something wonderful. In my opinion what was served by the hotel was not.
Even more disappointing was being in Thailand, I was looking forward to good Thai food. The Thai dishes that were served were not really Thai and were not really good.
In reading online about another guests stay at the property, she mentioned a small guest house on the other side of the Island where she was able to go during her first week at the resort. Everyone I asked at the hotel told me that knew nothing about such a place, which was surprising.
While at the resort, I emailed the woman who wrote the review and she gave me information on the rustic Tenta Nakara on the other side of Naka Island. We were able to make arrangements with the Tenta Nakara (www,tentanakara.com)to be picked up by long tail boat to go to the other side of the Island. We had the best Thai meal and a very reasonable price. It was a great evening. We met people there from several charter boats docked just off shore who had come to eat at this restaurant as the food was well known in the boating community.
When I left Naka, I shared my feedback about the food with the hotel manager. I strongly suggested she along with the Chef and the GM go over to Homduang Naka Island Resort to taste what good Thai food should be using local and fresh ingredients. That is what should be offered to guests at the Naka Island Resort in addition to the continental menu items they offer.
We did have trouble with communication multiple times. When we checked in they indicated they had no information on my return flight details and wanted to know if we wanted a return transfer. That was surprising since the hotel made those arrangements for us and we were paying them for the BMW transfer. On check-in, I was also told that we had been given an upgrade to a garden villa with a pool. I looked at the confirmation of what I booked and the confirmation the hotel sent. A garden villa with a pool is what we booked and what was confirmed. The staff member who checked us in said having a private pool was an upgrade as not all the villas have private pools. I told her that was strange as my confirmation letter and my online booking all said a villa with a private pool.
It was also frustrating trying to obtain information and arrange tours prior to our stay. It was only though the assistance of the luxury property collection liaison that I was able to arrange a tour of Phang Nga Bay. The Laguna Phuket Tour Company they suggested was outstanding! We only had five people on the tour and they picked up at the dock of the hotel. The boat was in pristine condition and the guide was outstanding. I was told at the resort they now use a different tour company but used to use Laguna.
It was interesting that another guest staying at the hotel jumped on our tour at the very last minute. He booked the same tour through the hotel with their new tour company and the hotel’s tour company called that morning and cancelled the tour. Someone on the staff suggested to the guest Laguna Tours from when the property was with Six Senses and gives him their name and Laguna added him to our group.
Checking out was not a smooth experience and we almost missed our flight, even though we booked the car service and transfer through the hotel. The night before we were to check out, I was given a schedule for our departure and check out process. Because my flight was in the morning and they had us leaving the villa 45 minutes before the boat transfer, I called that morning to ask if I could handle our check out earlier at breakfast so we could enjoy the villa until we needed to board the boat back to Phuket Island. I was told someone would come to my breakfast table to handle that. No one did. I asked the server if she could help me talk to someone about checking out. I waited around for 20 minutes at the concierge office near the restaurant for someone to show up. (There is no front desk or front office that guests have access to) Finally, after several calls the “assistant manager” came over with my bill. He was not able to get the credit card machine to work. He told me they would try again when they took our luggage from our villa. We stopped by the concierge office and again the machine would not work. They said we would try at the office by the dock.
At the dock their machine was not working either. It was now past time for us to be on the boat back to the mainland. The hotel manager came out and said they needed to go back to the concierge office with my card to charge the stay. After nearly 20 minutes they finally returned with my bill and credit card receipt. At this point we were late. We asked the driver of the car to please get us to the airport as fast as he could. Speeding through traffic he did his best. It was a race to get checked in for our international flight and through the immigration before boarding our flight. This was not a relaxing or comforting experience. Hopefully they can find a better way to check out guests easier who have morning flights especially when paying the hotel to manage the entire transfer.
Again, the property is beautiful and in wonderful condition. I loved the rooms and the private pool. I did send an email to the hotel with my feedback and got back a fairly standard response from the GM of "we apologize but will do better next time."
Hopefully these transition issues we experienced will be worked out and the food will be addressed so Naka Island will become the total experience most guests want from a Luxury Collection property.
Bob
PS – It was sort of surprising for me to learn there are only two Starwood employees that came to the property with the new management; one being the GM and the other the hotel manager. The hotel manager told me she is leaving next month to go back to her home property in KL.
Last edited by MADBOB; Nov 29, 2011 at 6:38 pm Reason: added my ps
Nov 30, 2011, 8:44 am
#80
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
I was told that for SPG points redemption bookings the arrival and departure speedboat transfer is included.
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Nov 30, 2011, 5:32 pm
#81
Join Date: Dec 2009
Location: Toronto
Programs: SPG Gold, HH Silver
Posts: 855
I was told that for SPG points redemption bookings the arrival and departure speedboat transfer is included.
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Nov 30, 2011, 6:35 pm
#82
Join Date: Jan 2011
Location: Chicago, IL
Programs: UA - 1K, SPG - Plat, Hilton - Diamond, Hyatt - Diamond
Posts: 2
I am just finishing a few night stay Naka Island and I will post more details later; however, I thought it was worth noting that Cash + Points reservations and Points reservations do NOT include breakfast for Platinum guests. The buffet breakfast cost is 980 THB (plus 10% Service + 7% Vat) ~ 37 USD per person, there is a la cart options that range from 300-500 THB ++ and do not include coffee or juice. While I understand that it is not a stated Platinum benefit, I was a bit surprised as this is a departure from all other Starwood properties in Thailand (including the St. Regis Bangkok) that include breakfast for Platinum guest regardless of room rate. As a Platinum we did receive an upgrade to a seaview room which has an amazing view, free internet, and are entitled to 1 drink per person per night at Z bar.
Nov 30, 2011, 6:38 pm
#83
Join Date: Dec 2009
Location: Toronto
Programs: SPG Gold, HH Silver
Posts: 855
I am just finishing a few night stay Naka Island and I will post more details later; however, I thought it was worth noting that Cash + Points reservations and Points reservations do NOT include breakfast for Platinum guests. The buffet breakfast cost is 980 THB (plus 10% Service + 7% Vat) ~ 37 USD per person, there is a la cart options that range from 300-500 THB ++ and do not include coffee or juice. While I understand that it is not a stated Platinum benefit, I was a bit surprised as this is a departure from all other Starwood properties in Thailand (including the St. Regis Bangkok) that include breakfast for Platinum guest regardless of room rate. As a Platinum we did receive an upgrade to a seaview room which has an amazing view, free internet, and are entitled to 1 drink per person per night at Z bar.
I am wondering whether this property offers the buffet breakfast in exchange for cashing in some points upon arrival, and if so, how much. I have heard about doing this at other properties, but have never had to do it myself.
Nov 30, 2011, 11:31 pm
#84
Join Date: Oct 2009
Location: BKK
Programs: SPG Plat & IC Amb
Posts: 179
It's 750 starpoints / $10.
Some properties offer breakfast redemption for specific amount of starpoints.
Search for Instant Awards.
Dec 1, 2011, 12:49 am
#85
Join Date: Dec 2011
Programs: UA 1P, SPG Plat
Posts: 13
Hi Thyetus,
I am staying at Naka Island on C&P in Jan. When I contacted the hotel about the transfer cost they replied with the below:
"Kindly be clarify to you due to your reservation is under the SPG Award Redemption (Cash & Point) that there is the benefits on room only, also the speedboat price is quoted for round trip, reserved on check in and check out time."
It seems we are getting conflicting information since I'm interpreting that to mean that the transfer is not included
I am staying at Naka Island on C&P in Jan. When I contacted the hotel about the transfer cost they replied with the below:
"Kindly be clarify to you due to your reservation is under the SPG Award Redemption (Cash & Point) that there is the benefits on room only, also the speedboat price is quoted for round trip, reserved on check in and check out time."
It seems we are getting conflicting information since I'm interpreting that to mean that the transfer is not included
Dec 1, 2011, 8:59 pm
#86
Company Representative - Starwood
Join Date: Apr 2005
Location: Singapore
Programs: SPG
Posts: 4,002
Hi Thyetus,
I am staying at Naka Island on C&P in Jan. When I contacted the hotel about the transfer cost they replied with the below:
"Kindly be clarify to you due to your reservation is under the SPG Award Redemption (Cash & Point) that there is the benefits on room only, also the speedboat price is quoted for round trip, reserved on check in and check out time."
It seems we are getting conflicting information since I'm interpreting that to mean that the transfer is not included
I am staying at Naka Island on C&P in Jan. When I contacted the hotel about the transfer cost they replied with the below:
"Kindly be clarify to you due to your reservation is under the SPG Award Redemption (Cash & Point) that there is the benefits on room only, also the speedboat price is quoted for round trip, reserved on check in and check out time."
It seems we are getting conflicting information since I'm interpreting that to mean that the transfer is not included
Thank you.
[email protected]
Thyetus Lee | Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
Dec 6, 2011, 8:11 am
#87
Join Date: Oct 2011
Location: DFW
Programs: AA EXP - Marriott LT Platinum - National Exec Elite
Posts: 1,112
Promo Update - Stay 3, Pay 2
In October, I booked Naka Island for my honeymoon in February (for six nights) using the Stay 3, Pay 2 promotion. Of all of the early promotions, I liked this one the best. I'm staying 6 nights, 1 would be free through promotion, the round-trip boat transfers were included, along with breakfast for 2 ($70 per day). The kicker was a 2500 bhat ($81) resort credit for each night of the stay.
On a whim, I went back and checked my reservation yesterday on spg.com.
The promotion verbiage had been updated and a new provision had been included stating the resort credit was only valid for 3 nights.
I've corresponded to the Plat concierge and they've contacted the hotel. I have email confirmation and a letter confirmation from the hotel from October, neither of which indicate the resort credit is limited in any way.
Will keep everyone up to date...
Original Verbiage:
On a whim, I went back and checked my reservation yesterday on spg.com.
The promotion verbiage had been updated and a new provision had been included stating the resort credit was only valid for 3 nights.
I've corresponded to the Plat concierge and they've contacted the hotel. I have email confirmation and a letter confirmation from the hotel from October, neither of which indicate the resort credit is limited in any way.
Will keep everyone up to date...
Original Verbiage:
> Rate Plan
>
> Stay 3 Pay 2+extras!
>
> Rate Plan Description
>
> Rate Includes Breakfast For 2 And Return Boat Transfer.thb 2500.- Resort Credit Per Room Per Day.free Night Will Be Deducted Upon Departure.
New Verbiage:>
> Stay 3 Pay 2+extras!
>
> Rate Plan Description
>
> Rate Includes Breakfast For 2 And Return Boat Transfer.thb 2500.- Resort Credit Per Room Per Day.free Night Will Be Deducted Upon Departure.
STAY 3 PAY 2+EXTRAS!
Stay 3 Nights, Pay 2 Nights Extra! - Room rate is inclusive of daily breakfast for 2 persons, resort credit at THB 2,500.-per room per day for first 3 nights stay only, round trip arrival and departure speedboat transfer to and from Ao Por Grand Marina (reserved for check in and check out). Rate are subject to 18.7% tax and service charge
Stay 3 Nights, Pay 2 Nights Extra! - Room rate is inclusive of daily breakfast for 2 persons, resort credit at THB 2,500.-per room per day for first 3 nights stay only, round trip arrival and departure speedboat transfer to and from Ao Por Grand Marina (reserved for check in and check out). Rate are subject to 18.7% tax and service charge
Dec 7, 2011, 9:56 am
#88
Join Date: Oct 2011
Location: DFW
Programs: AA EXP - Marriott LT Platinum - National Exec Elite
Posts: 1,112
Hotel will honor original promotion. Hallelujah.
In October, I booked Naka Island for my honeymoon in February (for six nights) using the Stay 3, Pay 2 promotion. Of all of the early promotions, I liked this one the best. I'm staying 6 nights, 1 would be free through promotion, the round-trip boat transfers were included, along with breakfast for 2 ($70 per day). The kicker was a 2500 bhat ($81) resort credit for each night of the stay.
On a whim, I went back and checked my reservation yesterday on spg.com.
The promotion verbiage had been updated and a new provision had been included stating the resort credit was only valid for 3 nights.
I've corresponded to the Plat concierge and they've contacted the hotel. I have email confirmation and a letter confirmation from the hotel from October, neither of which indicate the resort credit is limited in any way.
Will keep everyone up to date...
Original Verbiage:
On a whim, I went back and checked my reservation yesterday on spg.com.
The promotion verbiage had been updated and a new provision had been included stating the resort credit was only valid for 3 nights.
I've corresponded to the Plat concierge and they've contacted the hotel. I have email confirmation and a letter confirmation from the hotel from October, neither of which indicate the resort credit is limited in any way.
Will keep everyone up to date...
Original Verbiage:
> Rate Plan
>
> Stay 3 Pay 2+extras!
>
> Rate Plan Description
>
> Rate Includes Breakfast For 2 And Return Boat Transfer.thb 2500.- Resort Credit Per Room Per Day.free Night Will Be Deducted Upon Departure.
New Verbiage:>
> Stay 3 Pay 2+extras!
>
> Rate Plan Description
>
> Rate Includes Breakfast For 2 And Return Boat Transfer.thb 2500.- Resort Credit Per Room Per Day.free Night Will Be Deducted Upon Departure.
STAY 3 PAY 2+EXTRAS!
Stay 3 Nights, Pay 2 Nights Extra! - Room rate is inclusive of daily breakfast for 2 persons, resort credit at THB 2,500.-per room per day for first 3 nights stay only, round trip arrival and departure speedboat transfer to and from Ao Por Grand Marina (reserved for check in and check out). Rate are subject to 18.7% tax and service charge
Stay 3 Nights, Pay 2 Nights Extra! - Room rate is inclusive of daily breakfast for 2 persons, resort credit at THB 2,500.-per room per day for first 3 nights stay only, round trip arrival and departure speedboat transfer to and from Ao Por Grand Marina (reserved for check in and check out). Rate are subject to 18.7% tax and service charge
Dec 18, 2011, 10:41 pm
#89
Join Date: Sep 2003
Location: YYZ
Posts: 286
I double checked to make sure that the speedboat transfers were included. I was also asked to pony up 2500 for the transfers. I am on C&P.
I hope the service at the hotel is not as inconsistent as the messaging.
Can anyone that have visited on C&P confirm?
I hope the service at the hotel is not as inconsistent as the messaging.
Can anyone that have visited on C&P confirm?
Dec 19, 2011, 3:29 am
#90
Join Date: Mar 2002
Location: Cairo
Programs: Hyatt: Diamond; SPG: Gold; UA Platinum; BA Silver; EK Silver
Posts: 244
Speedboat on C&P
I also received an email (below) explaining that there is a speedboat charge for the C&P bookings. Oddly, it sounds as if the property has stopped C&P bookings beacuse of the speedboat issue.
"Warm greetings from Phuket.
Apologies for the confusion, basically when we opened we had rates (C&P) being one of them that did not have the speedboat transfers included, based on guest feedback this was not ideal and causing confusion, as such we no longer offer C&P bookings to make it easier for guests when they book so all bookings whether it be points etc are inclusive of speedboat transfers.
Your C&P booking was made on 3 November 2011 before we made this change and will be honored, the additional 2500THB return speedboat transfers will be an additional charge, please note that this is for both the arrival and departure speedboat transfer and a one off charge.
Let me know if I have explained clearly, and apologies again for the confusion. Please do not hesitate to contact me directly if you require further assistance."
"Warm greetings from Phuket.
Apologies for the confusion, basically when we opened we had rates (C&P) being one of them that did not have the speedboat transfers included, based on guest feedback this was not ideal and causing confusion, as such we no longer offer C&P bookings to make it easier for guests when they book so all bookings whether it be points etc are inclusive of speedboat transfers.
Your C&P booking was made on 3 November 2011 before we made this change and will be honored, the additional 2500THB return speedboat transfers will be an additional charge, please note that this is for both the arrival and departure speedboat transfer and a one off charge.
Let me know if I have explained clearly, and apologies again for the confusion. Please do not hesitate to contact me directly if you require further assistance."