The Ritz-Carlton, Koh Samui

A deeply disappointing stay at The Ritz-Carlton, Koh Samui — nowhere near the level of service this brand should represent. We arrived at The Ritz-Carlton Koh Samui immediately after a stay at Conrad Koh Samui, where we had been staying in a two-bedroom pool villa and were genuinely pampered with warm, attentive, proactive service. We decided to try the Ritz this year expecting an equally spectacular experience. Instead, within the first 75 minutes, I already regretted leaving the Conrad. At check-in with Yana, we were informed that because there were three of us, we would need to pay an additional guest charge. Conrad did not charge us this, but every hotel has its own policy and I had absolutely no problem paying it. We were specifically told that the additional charge covered the third guest’s bed, breakfast and associated amenities. Fine. We paid. Apparently, collecting the extra guest fee was the only part of accommodating the third guest that the hotel was prepared for. When we arrived at our room, everything was set up for TWO people. Two towels. Two robes. Two pairs of slippers. Two sets of cups. Water for two. Even the welcome coconut drinks were prepared for two. So what exactly did we just pay the third-person charge for? This isn’t about needing an extra towel or a pair of slippers. Any hotel can forget something. It is about the complete lack of attention to detail at a resort positioning itself at this level. If you specifically stop a guest at check-in to collect an additional fee for a third person, surely someone should also communicate to housekeeping that THREE PEOPLE ARE STAYING IN THE ROOM. We immediately requested that everything be set up for three. Then we waited. And waited. Thirty minutes later, we still had no luggage and were still waiting for basic items. Things eventually started arriving one by one, as though we had to place individual orders for every cup, bottle of water, pair of sandals and amenity that should have already been in the room. Our luggage finally arrived approximately ONE HOUR after we checked in. At 75 minutes, we were STILL waiting for everything to be completed. I am also allergic to mosquitoes and specifically requested mosquito incense when we arrived at the room. More than an hour later, that hadn’t arrived either. And when some of the amenities finally did arrive, they were brought into the room in a CARTON BOX. At The Ritz-Carlton. For a luxury resort charging luxury-resort prices, the entire experience felt closer to receiving a warehouse delivery than being welcomed into a five-star property. What makes this particularly frustrating is that none of these are extraordinary requests. I wasn’t asking for champagne, an upgrade or special treatment. I was asking for luggage, water, cups, towels, slippers and the amenities for the THIRD GUEST THEY HAD JUST CHARGED ME FOR. Why am I spending the beginning of my vacation sitting in my room repeatedly calling and waiting for a luxury hotel to complete the most basic elements of a room setup? At Conrad Koh Samui, we never had to think about any of this. We didn’t have to chase people. We didn’t have to remind them repeatedly. The staff anticipated what was needed and made us feel genuinely welcomed. That is what hospitality is supposed to feel like. Here, I felt like a business transaction. Charge first. Service later. Maybe. That is probably the best description of our arrival at The Ritz-Carlton Koh Samui. I had actually been looking forward to dining at The Ranch and exploring the resort’s restaurants. After this introduction, I’m genuinely reluctant to spend more money on-property because I have no confidence that the service will match the prices. Mistakes happen. What separates a true luxury hotel is how quickly and gracefully those mistakes are recognized and corrected. Having a guest chase multiple departments for more than an hour for basic room necessities is not a minor oversight. It demonstrates a serious failure in communication, preparation and service culture. The Ritz-Carlton famously built its reputation around anticipating guests’ needs and exceptional hospitality. Nothing about this arrival reflected that reputation. This was our first year choosing the Ritz-Carlton Koh Samui. Based on this experience, it will also be our last. I deeply regret not extending our stay at Conrad Koh Samui instead. We arrived at the Ritz expecting an upgrade in experience, or at minimum something comparable. Instead, we spent the first part of our stay waiting in a half-prepared room, chasing our luggage and requesting basic amenities that we had literally already paid extra to receive. For anyone deciding between the luxury resorts on Koh Samui, I would strongly recommend looking elsewhere. There are properties on this island that understand that luxury is not simply what you charge a guest. Luxury is making sure the guest never has to ask for what you already promised to provide. The Ritz-Carlton Koh Samui failed spectacularly at that on our arrival.

16 of us travelled to this beautiful resort. All four families agreed that it was one of the most beautiful resorts we had travelled to, and we are all very well travelled. The hotel made every meal unforgettable for my son’s 18th birthday and all the staff were always welcoming, helpful and took great care of us. Highly recommend this resort.

We experienced couple package with my wife, and it was a fantastic moment for us. The therapists, K.Pha & K.Pui, are well experienced and have great technic about massage. Also K.Dawnii was great receptionist to make us feel special.

As a Marriott Bonvoy Platinum member, I have had the privilege of staying at many exceptional hotels and resorts around the world, both for business and leisure. Yet **The Ritz-Carlton, Koh Samui stands apart from every hotel I have ever experienced.** What makes this resort extraordinary is not simply its beautiful villas, stunning surroundings, or impeccable facilities. It is the people. From the moment we began planning our trip, to the days leading up to our arrival, throughout our five-day stay, and even after we left, the staff across every department cared for our family with a level of thoughtfulness, attention, and genuine warmth that was truly remarkable. Every detail seemed to matter to them. Nothing felt routine, rehearsed, or transactional. Their hospitality felt deeply personal. One could say this is Thailand, a country renowned for its hospitality. One could also say this is The Ritz-Carlton, a brand synonymous with exceptional service. Both are certainly true. But what we experienced here went far beyond either of those things. **There is something uniquely special about the people at The Ritz-Carlton, Koh Samui — a sincerity, humanity, and warmth that cannot simply be taught through service standards or written into a luxury hotel manual.** I have stayed at outstanding hotels around the world, but I have rarely encountered a team that made us feel so genuinely cared for. By the time we left, they no longer felt like hotel staff. They felt like people we had come to know, trust, and even regard as family. Saying goodbye was unexpectedly emotional, and we left already wanting to return — not simply to revisit the resort, but to see these wonderful people again. Of course, the resort itself is exceptional. Our villa was beautifully maintained, the facilities and the foods were outstanding, and the entire property reflects the quality one expects from The Ritz-Carlton. But beautiful resorts exist in many places around the world. **What cannot be replicated is the heart of this place.** That is what makes The Ritz-Carlton, Koh Samui truly unforgettable. To every member of the team who looked after our family(especially Berince Low), thank you. You did far more than provide us with a wonderful vacation. You gave us memories and kindness that our family will carry with us long after leaving Koh Samui. **The Ritz-Carlton, Koh Samui represents hospitality at its very finest.** We arrived as guests, left feeling like family. And we will most certainly return.

Spa was awesome, best massage I have had in a long time. Therapist, Pui and Receptionist, Dawnii were truly outstanding.