The Ritz-Carlton, Koh Samui

Am and all the staff are so wonderful! We enjoyed our massage, the sonkran shower and the beautiful treatment! They went above and beyond❤️

We have stayed at all Marriott branded hotels in Samui expect Ritz as such decided to book for a 3 night stay in the ultimate pool villa. As a backdrop we spend between 100 to 150 nights a year in hotels due to work travel and so may spot things others don’t. Overall I feel like we stayed at a different hotel from those who have reviewed the hotel prior. This hotel does not live up to the Ritz Carlton brand and falls far short of other Marriott brands on the island. Hoping that the refurb underway addresses the many maintenance issues but an overhaul of service is required especially in relation to cleaning of the rooms and dining area. A call out to one of the managers Tee who tried to deal with the many random issues that arose but the were endless and I am shocked on the type and consistency of issues that this hotel has… never in all of my stays from cheap hotels to expensive have I ever had so many issues. We have at check out received a substantial discount but the room should never have been let out in the first place. Check In: Arrival was very chaotic with kids running around reception. The space does not cater for a busy period and consideration should be given to facilitate in room check out or when busy take some people to one of the other lobby areas. Also after parking our car keys were returned which we found odd and infers that there is no valet service even though we were informed that there was. Our car was then left parked at reception and we remained concerned a driver could easily hit the car as it’s a narrow drive. Luckily on departure all ok. On check in we were slightly concerned when informed that there is construction works underway in the hotel near our room. We were informed we may be able to hear the noise from these works. This was not conveyed during booking or in the welcome mail. Overall not a good first impression and a tad concerned that we weren’t getting the peaceful retreat sought. Luckily we could not hear the building noise during our stay. After check in we were taken to our room by a lovely and informative lady just arrived from North Thailand (sorry I can’t remember the ladies name). The buggy used however had seen better days with a rip in the rear seating and black spot marks here and there. Villa: The villa on arrival was pleasant, although the door handle sticks on entry 50% of the time so getting in can be a challenge if you don’t turn and push at the right time. The villa was situated on the water with amazing views. The in room pool was significantly smaller than expected and I would more call it a plunge pool rather than an ultimate pool but nice to sit in. The room is starting to show its age with some wear on the doors. The balcony shows the issue most age with splintered wood, flaking paint and nails protruding here and there, nothing was however dangerous. From looking at the refurb work on the other units being renovated these issues should soon be addressed I think. As we settled in we did however spot signs of poor housekeeping with cobwebs near the door, remnants of glitter on the rugs (it took 2 requests to clean as no one lifted the rug to clean on the first attempt) and both pool towels were dirty with encrusted remnants from something, there were also stains and bleach marks. The second day we received bleached and marked towels again and in places threadbare albeit they were at least clean but they are worn and so need replacing! Third day were we back to dirty towels. On day two noted that the plinths around the top of the room are covered in dust (we looked up to admire the vaulted ceiling)….. I am beyond shocked about the cleaning regime of this hotel. The complementary in room tea and coffee only had powdered milk to accompany and no fresh which is a shock for such a high end hotel (usually you receive a small milk carton in the fridge). We asked for fresh milk and this was provided but we should not have had to ask. We also asked for extra English breakfast tea bags in the room which wasn’t delivered until the third ask. We requested turn down for after 7pm but they arrived at 5:30pm one day and 6pm on another and so what’s the point of asking. There are no mosquito repellent coils provided for the outside (as other hotels do) only spray which I find isnt as good and so be prepared to be bit. The bed was not that comfortable and does not appear to be the standard Ritz Carlton Simmons mattress and is a lot harder. Beyond this in the bedroom the doors behind the bed (random as then no headboard and your pillow slips) and the doors leading into the bedroom don’t shut fully meaning light steams into the room in a morning from the living room area which has no curtains. As someone who likes blackout curtains this wasn’t ideal and impacted my sleep and along with the hard mattress I was not well rested. I bought an eye mask in the end. The shower and toilet area do appear recently tiled but to add to the woes the shower was broken on day one, as the head didn’t stay in place, which they did fix on request but if you have a shower and someone uses the sink at the same time you get a cold shower as it appears that the water feeds are connected (bad design). Do note that the road and upper villas could see directly into the bathroom and so keep the blinds shut. We also found the fake plants behind the bathroom sink area very strange and looked cheap, either use real plants or place a statute/have nothing there would be better. Then to complete our stay we spent the last morning in the room and realised that in parts the railing of our balcony was crumbling and a hazard and then we spotted wood worm in the property and realised we had just slept for 3 nights in a property with wood worm eeking in and out of the wood in places…… shudder…. Food and Drink: Breakfast was chaos. On the first day kids were running around and often we were standing around waiting for a table on the last day we waited 5 mins for a table. The staff seemed overwhelmed. On the second day the table had encrusted food on the edge (when I looked around both tables next to ours had the same indicating they don’t clean the edge of the tables) and concerns me along with the cleaning issues of our room that cleanliness is not a priority for this hotel. Service at breakfast was also hit and miss. It was friendly but it took ages to get our drinks and they gave my egg order to someone else. I then queued to get my eggs in the end . On the first day the orange juice was ghastly tasting slightly earthy and appeared diluted , the butter is greasy and a cheap affair so I went to the Big C and bought my own and the bacon was tasteless and cardboard texture. On day one when we asked we were informed there was no sparking wine drink option for breakfast unless we pay which is a first for this tier of hotel in the Marriott group (W, renaissance and Vana Belle on the island all provide). We were then informed it was by staff later that day and this was provided on day 2 and 3. On day three of our stay a number of breakfast items had run out and no one replaced them meaning I waited for over 5 minutes for hashbrowns and my husband had to wait the same for milk for his cereal. Pastries, coffees and eggs were great when received. Overall as a result of breakfast on day one we decided to cancel our booking at the sunset grill later that evening as it was so hit and miss at breakfast. We also wanted a tranquil meal which breakfast indicated isn’t possible. We however decided to give the hotel an attempt to redeem itself on our last night and after a very nice meal outside the hotel we returned for a night cap at the hotel bar. We asked reception which bar was open (One Rai) and a buggy was ordered and we were taken as near as the buggy could get. It is not signed posted that well from the buggy drop off point. We arrived and told the bar was closed due to a private event, as such why send us there??? We then asked what was the alternative and we were informed the pool bar so off we go. We get to the pool area and ask a staff member where the pool bar is and informed downstairs . We go downstairs to find it is closed!!! I remain beyond speechless ….. Gym: OK set up but limited items. No rowing machine or fixed multi gym/squat machine, kettle bells only go up to 12kg, only a 2 or 4 kg medicine ball and randomly they are missing one of the 16kg free weights! Main issue was that the floor was tiled so undertaking an amrap work out with burpees and lunges was a challenge without injuring your knee. They have a foam mat area but be careful it does move around as the tiled floor underneath is slippy. Also note there is no air con or fans so can it get warm on sunny days before you even start exercising. Disappointed that I could not book into the afternoon activities offered by the hotel at check in as they don’t seem to have many places and as such don’t seem to be able to cater for the size of the hotel that it is. Around and About: Some maintenance is required, unsure if the current refurb will address (railings rotting with paint chipping, electric wires showing (these appear low vault light wires), pathways crumbling in places, external roofing falling down outside near the One Rai lounge). The buggy service is excellent and very timely and the drivers are very friendly and helpful always stopping to see if you want a lift if you are walking and they are driving by. Location: Is far out and nothing is walkable. We knew this and it’s easy to book a grab to take you out and about and so not a material issue if you know about grab. Versus other Marriott group hotels in Samui and other Ritz Carlton’s I have stayed in this was a disappointing break. If you are wanting a luxury stay in Samui I would recommend the Vana Belle, Ritz Carlton’s usual level of service and luxury was missing here.

Wow the list of solutes for this hotel is extensive But let’s start with the positive first Freindly staff but in my opinion there isn’t enough they are worked off their feet at breakfast so little time for them to interact with customers! The buggy service very rarely had to wait more than a minute or two at most for a lift and the drivers always freindly and chatty even when walking they appear offering a lift Rooms are very spacious Now the room we were in the previous customer had let a glitter bomb go and the housecleaning hadn’t managed to get it all so the rug and floor had glitter all over ! Also a massive cobweb in corner just above eye level! So we did a check of room a little more though than normal look around and the room was not that clean! ( maybe wouldn’t notice if hadn’t been looking due to other issues) Maintenance around the hotel isn’t great. Our room has a sitting area with about a 20/30 ft drop to the rocks below! And one of the railings was loose! A small child could easily fall through! Other parts looking rotten and filled badly! Main bar roof area hanging down near roadside ! Bare wires on lights under railings and just generally not very clean for a ritz Carlton branded hotel. These issues reported to management as found and all seem to be out of office! Breakfast chaotic and busy as mentioned the poor staff at run off there feet trying to cope( and some rooms out for renovation so wonder how bad it normally is? ) and service at times is slow due to not enough staff ! On Saturday night tat 9.30 asked where could get a drink ? Was sent to main bar in buggy then told it was closed for private event but beach/ pool bar open so walked there to find it was also closed! So returned to room without having a night cap . I could go on about the poor service levels and just the general can not be bothered attitude by the management team! Overall there are far better hotels on Samui and the location of this one means need transport to any place you want to visit other than hotel bars/ restaurants so I’d recomend to travelers to give this place a miss!

10/10! The Ritz Carlton brand standard was met and EXCEEDED! I have been solo traveling around the world and without a doubt I must say that the staff at the Koh Samui location became family. Ruben helped make my stay so seemless from the moment I booked. He was so proactive, communicative and kind. Beauty became my best friend! She coordinated and planned the most stunning dinners while simultaneously running a restaurant, Pak Tai! Aya was such a blessing going above and beyond to help me plan excursions and embrace the island. Pupae was the sweetest for always checking in on me and even giving me a departure gift! Kan, Tukta, Nicky always brightened my mornings with their warmth and energy. I could go on forever, but let me reiterate that the STAFF made my stay so great that I EXTENDED! My solo trip didn't feel so solo. Thank you to the Koh Samui Ritz Carlton team!!!

Lots to do on the property, it is absolutely massive. The rooms are grand & well appointed. Would recommend for everyone who is visiting Samui, especially if you have been to Samui before and need a solid hotel to stay at