5 star? It's 3 at best but they're trying
Jul 15, 2025 39yearoldman London
If you arrive at the newly acquired Barcelo Coconut Island (the first Thai acquisition by the famous Spanish company) expecting a 5 star experience and you're lucky enough to arrive at the Barcelo pier, you'll feel pretty special whizzing over the open sea, the palm trees coming into view and the sparkling lights of the hotel getting ever clearer.…
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If you arrive at the newly acquired Barcelo Coconut Island (the first Thai acquisition by the famous Spanish company) expecting a 5 star experience and you're lucky enough to arrive at the Barcelo pier, you'll feel pretty special whizzing over the open sea, the palm trees coming into view and the sparkling lights of the hotel getting ever clearer. As arrivals go, it's hard to beat. If, however, you arrive at low tide, prepare for an altogether more authentic Thai experience that isn't ever 2 star. Be lucky!
Moving onto the hotel... the staff are a mixed bunch. Some have clearly been well trained and appreciate what excellent service looks like. They are attentive, charming, check back regularly and generally get it right. Con, who works the cocktail bar with the pool table, was stunning. A big-hearted, beaming Phillipino, she made everyone feel welcome and we will miss her dearly. Unfortunately, the tale of Barcelo continues. You'll either get the 5 star experience, or 1 star depending on who greets you, how busy they are and if they can be bothered. One afternoon another guest and I waited 40 minutes to see if trash from around the pool, empty glasses, plates, uneaten food etc would be cleared before the local dogs chowed down. When staff kept turning a blind eye and an empty tray to the mess, Jason and I started clearing for them and leaving the cleared items on the bar. Staff said sorry, but continued to ignore the rubbish. A later bike ride around the local area where we witnessed Barcelo staff fly-tipping nearby explained their regard for rubbish. If you want to remain ignorant of the truth of this island, don't venture out!
Our grand villa (located between two empty villas with pools as green as Grotbags) was a great size with a beautiful pool and view but sleeping at night was impossible as the combination of a full moon and two adjacent ponds/pools full with frogs meant we were treated to a chorus of ribbits for several hours. I live nature and appreciate the locals, but not in their thousands. Then as you head back to the hotel, you're greeted by more empty building sites, toilets, loose board, exposed screws, awnings full of holes, bikes loaned with buckeled wheels... the list goes on but so does this review so I'll stop there. We were downgraded to a worse villa after complaining, and i had to push back because they wouldn't agree it was worse until I showed them photos and the square footage so finally we were moved to a villa at the end of Ghost Town Road, thanks to Enrick, which was appreciated, but even this was fun! After a downpour, the electrics tripped and left me wondering what was going on behind the scenes, both in the villa but also in the hotel. I searched for Basil and Manuel but they must have been busy.
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