I recently stayed at Sugar Marina Resort - Fashion - Kata Beach and unfortunately it was a disappointing experience overall, especially compared to my previous stay at Sugar Marina Resort - Lagoon - Villas, Naiyang Beach, which was excellent.
When we arrived for check-in, there was nobody at the front desk and we waited several minutes before being assisted. After checking in, we settled into the room but immediately felt that something was off. A couple of hours later, while we were already getting ready to leave for our excursions, the front desk called to explain that there had been an issue with the room category we originally booked and that we had supposedly been “upgraded.”
However, the room did not feel like an upgrade at all. There were visible signs of water damage, and parts of the ceiling appeared moldy or damaged. Overall, the condition of the room was disappointing and not what I expected based on the hotel photos or branding.
During check-in, we were also told that breakfast was included. The first morning there was no issue. However, on the second morning, a restaurant manager approached me in front of other guests insisting that breakfast was not included and that I needed to pay. I explained that hotel staff had specifically informed us at check-in that it was included, but the situation was handled very unprofessionally and felt unnecessarily embarrassing. Even afterward while resolving the payment, the interaction remained uncomfortable and rude.
Overall, the biggest issue was the lack of communication and professionalism between the hotel and restaurant staff. The experience felt disorganized and stressful rather than relaxing.
When checking out, I explained the situation and concerns to staff, but it felt like there was very little acknowledgment or accountability for the confusion and discomfort caused. It was only after I mentioned that I intended to leave an honest review that complimentary drink vouchers were offered for the restaurant involved in the incident. I declined them, as the issue for me was never about compensation, but rather the lack of communication, professionalism, and a sincere apology throughout the experience.
It’s unfortunate because I had a genuinely great experience with another Sugar Marina property previously, but this stay did not meet expectations.
