JW Marriott Khao Lak Resort and Spa

I have travelled with my young family many times to Thailand and Khao Lak, and had always wanted to try the Marriot due to positive reviews from friends. I booked a 10 night stay some 11 months before our planned vacation, and paid the higher fee for the larger family specific pool access room. Unfortunately, upon arrival, we learned that our room was not available and that we could only be accommodated in a smaller room. As the trip was planned around my wife???s birthday she was absolutely furious and asked me to consider leaving the hotel and finding alternative accommodation, however due to the Easter period, Khao Lak was essentially fully booked. Once allocated a room, I returned to the reception and asked to speak to a manager, and was met by Manee Sreekam. Manee took the time to listen to my complaint and my concerns, and also showed genuine compassion to our situation. Ms Sreekam very quickly acknowledged my wife???s disappointment and promised to deal with the overbooking as soon as possible. The next day Ms Sreekam showed us several rooms that would become available in the following days, and kindly provided us with a complimentary upgrade for a large part of our stay. The Duplex room we were assigned was simply beautiful, and my 2 young children were absolutely delighted that they had an upstairs and downstairs! Once we had settled in we very quickly grew accustomed to the peace and tranquillity our room offered in the quieter 1st wing, despite the fact that the hotel and its grounds are simply enormous. Having walked Khao Lak???s beaches many times, the section of beach the Marriot sits on is stunning and goes for miles. My family enjoyed walking in both directions every day and the fabulous beach really makes the Marriot a special place. Breakfasts every day were wonderful with a huge variety of fresh food to choose from???we even discovered some wonderful hash browns..but you had to ask for them. The Eggs station was amazing with daily specials including Eggs Benedict which could be ordered with Ham or Smoked Salmon. As always in Thailand the heavy taxes on wine mean it is a very expensive luxury and the Marriot was no different in that respect, but for my wifes birthday I did treat her and I must say the selection and quality of wine was very good, if of course expensive. Finally, Ms Sreekam arranged a special cake to be delivered to our room for my wifes birthday which was a really nice gesture. Overall, despite the initial disappointment at check-in due to overbooking, the actions of the duty manager turned the situation around and ensured that we had an absolutely wonderful family vacation. We will absolutely return to this hotel, the main part of Khao Laks beach no longer carries a special charm after experiencing this property. I have tried to email the hotels management on several addresses to thank them for the superior customer care skills shown by Manee and Gift but my mails keep being rejected, so I will say thank you to the hotel team, Manee & Khun Gift here on Trip advisor, they really deserve a special mention. See you all next time and thank you from Lisa, Adrian, Daniel & Jessica.

We had 2 swim up rooms opposite the pool bar staff are outstanding couldn???t be more helpful prices in the hotel are high compared to local restaurants we went to all of the hotel restaurants and all of the beach restaurants hotel is about 4 times the price and I think that the hotel suffers because of the price difference but you can understand the prices because of the imports quality of food drink and staff this was our first visit to Thailand and we will definitely be back thank you for an amazing holiday

Absolutely amazing holiday here in Khao Lak. The hotel is beautiful. The staff are very welcoming especially Money and Tin who provided exceptional customer service to myself throughout my 2 week stay. I was unwell with travel sick on arrival at the hotel. To be told at 7 am on arrival that I couldn???t check into my room until 3pm was unacceptable after a long flight from the UK. But Money on reception quickly found a spare room and let us check in, as she could see I was unwell. Another excellent display of the customer service at this hotel was displayed by Tin at 3am in the morning when TUI hadn???t arranged our transport to the airport. Tin quickly made calls to the rep and help provide assistance to myself and my family in arranging a transfer. Well done Tin, you are truly an ambassador for the Marriott. Exactly what the brand strives to achieve- excellent customer service! Excellent bar staff too Eggy, Ping Wat and Tony ensure you are happy all day long. Highly recommend this hotel. I will be back. Thank you Miss Heidi Edwards England UK