Pullman Khao Lak Resort 5 stars

We enjoyed the restort. However many inconveniences because of staff shortage. Especially during the breakfast buffet.

The Hotel and the staff were awesome, very laid back vibes and clean rooms. Only the regular bird poop on chairs of restaurant was annoying.

The hotel design and architect are good. Like the room and pool. But maybe it's a long holiday, the restaurant was too crowded. Not enough staff and poor service. The parking lot is not enough and outside parking lot is not in a really good condition.

We stayed at Pullman Khao Lak for two consecutive weekends, and overall had a mixed experience with both positive moments and several areas for improvement. During our first stay, the check-in process took longer than expected, even though we arrived slightly before the official time. After a long drive from Phuket, we were hoping for a smoother arrival. Additionally, we were asked by a bellman to leave a review immediately upon hotel room arrival, which felt inappropriate as we had not yet experienced the hotel. At the beach club, service was slow due to limited staff. The coconuts served during happy hour were noticeably small and not fresh and did not meet expectations compared to other hotels in the area. Dinner at the beach club also required some waiting time for taking an order; however, one staff member, Bow was very kind and attentive, which we appreciated. We also ordered a chocolate fondant from the restaurant near the lobby, which took approximately 40 minutes to be served. While we understand the staff were busy due to high guest volume, the waiting time felt excessive. Later that evening, we experienced a noticeable charcoal-like smell in the room, which affected our comfort. We were informed that this may come from a nearby facility. Although staff offered assistance to spray the hotel room. We therefore requested that our next stay be arranged in a room located away from this issue. Breakfast the following morning was crowded, with limited staff and inconsistent food quality, and some items were not promptly refilled. We did, however, appreciate the hotel’s response at check-out. The team arranged a room upgrade to a pool access room in a quieter area for our second stay, which left us with a more positive impression. During our second visit, we were warmly welcomed back, which was a nice touch. However, the check-in process again took time, and we were not assisted while waiting, so we had to follow up ourselves. We were again assisted by the same bellman, who did not recognize us and repeated the same questions. He once again asked for a review and stood waiting while my husband scanned a QR code, which made us feel uncomfortable, as it felt somewhat pressuring. After settling in, we returned to the beach club and were pleased to be taken care of again by Bow, who remembered us and provided excellent and attentive service. We also tried dishes from Chef Nat, which we found to be both delicious and reasonably priced. That evening, our stay was comfortable, and we did not experience any charcoal smell, which we appreciated. The following morning at breakfast, however, the restaurant was extremely crowded, likely due to the Easter period. Tables were very limited, and we had to find seating ourselves and wait for a table to be cleaned. The overall experience felt understaffed for the number of guests. Tea and coffee quality did not meet expectations, several food stations ran out and required waiting to be refilled, and even soda was not replenished. This was not due to arriving late, but rather a mismatch between staffing levels and guest capacity. After breakfast, we spent some time at the hotel and left the room around noon, placing the “Make Up Room” sign. When we returned at around 4:00 PM, the room had not been cleaned. We informed the staff and went out to the pool, but upon returning, the room was still not cleaned to the expected standard, and only one towel had been replaced. This was disappointing for a hotel of this level. For dinner on the second night, we chose to dine at a local restaurant nearby, where we also noticed several other hotel guests. This gave us the impression that, if the hotel had more dining options and sufficient staffing, guests would likely prefer to dine within the property. We would therefore like to suggest that management consider improving restaurant capacity and staffing levels. We could clearly see that the staff were doing their best, but appeared overwhelmed due to the high number of guests.

Just ok