I would like to start this review by saying that I hold a Ph.D. in Hospitality Management and currently teach hospitality, tourism, customer service, lodging operations, research, and related courses at New York City College of Technology and LaGuardia Community College in New York. I am not saying this to brag, but simply to provide context. Hospitality is not only my profession—it is my life's work. I have traveled to more than 50 countries, stayed in countless hotels and resorts around the world, and spent over 20 years observing, studying, teaching, and experiencing hospitality first hand.
With that being said, I can confidently say that OUTRIGGER Koh Phi Phi Island Resort will be used as an example in my classes for years to come. I have never experienced a level of hospitality, care, and genuine customer service quite like this.
I want to begin with Kim, the Guest Service Manager. Even before our arrival, she and her team took the time to learn about me and my family so they could create a truly personalized experience. From the moment we arrived, we felt welcomed, valued, and respected. Throughout our stay, I was addressed as Dr. Aleksandra with warmth and professionalism, but what happened next is something I will never forget.
Upon checking in, I realized that I had lost my wallet. Not just a wallet—but my documents, credit cards, identification, and essentially my entire life while traveling. I was absolutely devastated and panicked. Without hesitation, Kim immediately sprang into action. She contacted the airport, the ferry operators, and every possible stop along the route we had taken to reach the island. Less than an hour later, she located my wallet and arranged for it to be returned to me the following day.
That single act earned my loyalty forever.
Whoever hired Kim deserves an award. In all my years of traveling, I have never met anyone better suited for a hospitality leadership role. She is exceptional not only as a professional but also as a human being. She is calm under pressure, endlessly respectful, genuinely caring, and somehow manages to make miracles happen. Since the Kids Club had not officially opened yet, she even arranged private activities and classes for my five-year-old daughter twice a day to keep her engaged and entertained. Throughout our entire stay, she checked on us, helped us with every detail, and made sure our vacation was truly special. There are simply not enough words to express my gratitude.
I would also like to recognize Boss, Sky, Bomb, Arm, Punch, Lift, and Mai. These incredible team members made sure our week felt like heaven on earth. By the second day, they knew our names, remembered our breakfast orders, how we liked our coffee, which wine we preferred, and even our favorite beer. Nothing was ever too much trouble. Every interaction felt genuine and heartfelt. This is the kind of personalized service that hospitality professionals spend years trying to teach—and this team delivers it naturally every single day.
The food was phenomenal. Breakfast was outstanding, and every meal we ordered throughout the week exceeded expectations. Every dish was beautifully prepared, flavorful, and memorable. It is rare to find a resort where every dining experience consistently impresses, but OUTRIGGER accomplished exactly that.
I would also like to thank Fon and Mona, my daughter's teachers, who showed extraordinary patience, kindness, and love. They made her feel safe, happy, and excited every day. As a parent, there is no greater gift than seeing your child genuinely happy while on vacation.
A special thank you as well to Rhyss and the team members who organized activities for our family. One of my favorite memories was planting mango trees together. Watching staff members carry my daughter on their backs, laugh with her, teach her, and treat her like family is something I will never forget.
What makes this resort special is not the beautiful beach, the comfortable rooms, or even the excellent food. What makes it special is the people.
Some resorts provide service. OUTRIGGER Koh Phi Phi Island Resort provides something much rarer: genuine human connection.
By the end of our stay, we no longer felt like guests. We felt like family. We felt part of something bigger than a vacation. We felt cared for.
To our OUTRIGGER family, thank you for the respect, kindness, generosity, and love you showed us throughout our stay. Thank you for creating memories that my family will cherish forever. Thank you for reminding me why I fell in love with hospitality in the first place.
You have set the standard against which I will measure every future hospitality experience.
We will be back, not just next year, but for many years to come.
With heartfelt gratitude,
Dr. Aleksandra Selenic and Family
