We have recently spent 17 days at Santiburi 5* resort (February/March). In 27 years of visiting Thailand and Asia this was our 21st visit to the hotel. It was always a wonderful feeling when entering the driveway to Reception filled with energy and excitement but this time the "sparkle" was not there. However, we did get our usual warm welcome from the staff (friends)
The hotel boasts a wonderful location next to a beautiful beach, villas in lush well maintained gardens.
During our repeat visits we have made lifelong friends with many of the staff, who in fact "make" the hotel what it is and quite likely has an influence to encourage guests to return.
The hotel was originally family owned, had a lovely warm and "family feel" to it but unfortunately as it is now a corporate organisation this feeling has very much disappeared.
This year there have been changes in quite a few things, one of which is the 'happy hour' late afternoon at each of the different bars. In the past this was a nice opportunity to sometimes meet other guest enjoying a relaxing drink which often encouraged them to indulge in refils. Now there are various weird schemes of 20% off specific drinks at different locations and only a few staff seemed to be aware of the offer.
Food - the Sala Thai has always been our favourite place to eat and we did have some nice dishes there this time, but it would seem that the Thai dishes, except curry, are being made into 'fine dining' (or with Italian/European influence) and all seem to be finished with some kind of white dressing.
The Beach house is a nice venue serving good food, but it seems the emphasis is on bbq-style food at set prices (at least £50pp + taxes) most evenings. However, we were treated to two wonderful meals of our choice cooked by chef U-Tid and team.
Breakfast - buffet style as one would expect which was rather diasppointing. Fruit selection was poor - pineapple,watermelon,cantaloupe,dragonfruit,passion fruit. For some reason bananas seemed to be in very short supply. Mango was always part of the selection in previous years but not a Mango in sight. This is rather strange as the local markets were bursting with a huge variety of the fruits one expects in Thailand.
There was a damaged decking area in the outside breakfast location which was left unrepaired during our whole time there.
The pastries were basically a variation on one theme - "Danish & Croissant" and "doughnut" - .....doughnuts of stodgy quality.
In past years, there has been a lovely variety of sponge-type cake/tray bakes included and different every day. This time, every day was the same. There was a distinct feeling of "cut-backs". The cheese is bland and poorly presented. What a waste of energy individually wrapping pieces of butter in greaseproof paper - very messy
Complimentary afternoon teas has been discontinued and replaced by expensive European -style cakes/pastries for guests to purchase, in the Lobby bar
Complimentary fruit in the room was always full of variety, and our preferences noted on our profile. This time it amounted to some small oranges, very highly polished apples, dragon fruit, sometimes longan and if we were very lucky small bananas. This presentation has never occurred previously.
F&B manager, when around, asked if we had enjoyed our meal, but very little other conversation took place.
Yet again this year, we never say the manager around the hotel. Clearly he appears not to enjoy meeting his guests
We have never expected special treatment, but as many-time return guests it would have seemed appropriate to actually engage in conversation with us.
The afternoon complimentary ice cream trolley is only located in one area and not many guests are aware of it. The excuse is lack of electric plugs but they are available even as far as the beach boys station at the other end of the beach. Non residents are allowed to "rent" sun beds leading to lack of availability for guests, the beach being advertised "Private".....clearly not the case. Throughout the grounds are wooden signs of "Rules" of what you can and cannot do ! - a 5* luxury hotel ?
The hotel is in need of quite a lot of remedial work.
Without exception, and putting 'negatives' to one side, we enjoyed our stay, but disappointed to see that the hotel seemed to be crunching numbers on everything. All about money.
We have to say a huge 'thank you' to all the staff (they know who they are) for looking after us in an exemplary way. They will forever remain in our hearts
