Kimpton Kitalay Samui

Thanks teams high quality service And send many gifts to me and mummy 💋💚 breakfast many choice yummy yummy 😋

Great service wonderful hospitality and great food and dining. Rooms are big and always clean and comfortable.

I am writing this review after a 5-day stay with my family at Kimpton Kitalay Samui (we booked 3 rooms). As a resort operating under IHG’s luxury Kimpton brand, and considering the premium prices charged, our experience was nothing short of a total failure in basic hospitality, service, maintenance, and hygiene. Here is a summary of our stay: Severe Room Maintenance & Cleanliness Issues: Upon arrival, the air conditioning in one room was completely non-functional. In that same room, the bathtub drain was severely clogged. When my daughters tried to shower, the room flooded completely. It was obvious the tub had not even been tested or properly cleaned before check-in. In the second room, the toilet seat was completely broken. One of my daughters actually fell into the toilet because of it—a clear safety hazard. Toiletries (shampoo and body wash containers) were completely empty upon arrival. We had to ask for basic amenities that should have been replenished automatically. Neglected Pool & Unacceptable Excuses: On one of the days, the water in the main pool turned green! This clearly indicates proper water testing and chemical balancing were neglected. I was the first guest to report it to the staff, and their excuse was simply, "We are sorry, it's because of the rain." Rain should never cause a 5-star resort's main pool water to turn green if properly maintained. Around the pool area, there is a distinct feeling that unless you are constantly paying extra for every little item, you are not treated as a valued guest. Breakfast Chaos: Ordering a simple coffee took 40 minutes to arrive. Long, unmanaged lines at the egg station, complete disorder, and staff who seemed overwhelmed and untrained to handle families, despite marketing as a family-friendly resort. Unprofessional Housekeeping: On one of the days, we returned to our room at 5:00 PM only to find it hadn't been cleaned at all—no fresh towels, no tidy-up, nothing. Dismissive Management & Insulting "Compensation": I raised these complaints multiple times with the shift manager during our stay. The initial response was a generic "thank you for the feedback, we'll pass it on," with zero action taken. After the housekeeping failure at 5 PM, I complained again, and our travel agent also intervened directly with the hotel. Only then did the shift manager offer "compensation": a free one-way transfer to Chaweng—a service worth around 300 THB (~$8 USD). For a family spending thousands of dollars across three rooms, offering a 300 THB ride after days of health, safety, and hygiene issues is an absolute joke and an insult to the customer. When I asked to speak directly with the General Manager to resolve this properly, my request was flatly denied. Contrast with IHG Standards: To put this into perspective, when we stayed at another IHG property—the InterContinental—we had a minor issue with hot water in the shower. They immediately took ownership of the inconvenience and complimented us with two complimentary 1.5-hour massage treatments. That is how a true 5-star IHG property handles guest complaints. Kimpton Samui, on the other hand, displayed disgraceful service standards. Bottom Line: We spoke with several other families and guests during our stay, and the sentiment was unanimous: the service at this property is a disgrace for a 5-star brand. Very disappointing and unacceptable behavior from Kimpton Samui. Save your money and stay elsewhere in Koh Samui.

The location is very close to the airport and just a short walk from the beach. The main pool is fantastic, and the restaurants, café, and spa are all excellent. All the staff are extremely polite and friendly—especially Andrea at HOM Café, whose smile is so sweet! We'll definitely be back!

Wonderful experience at spa. Service, amenities and therapist always top notch. Truly felt relaxed and rejuvenated after 90 mins treatment. A must try for everyone who come to visit Koh Samui! Special thanks to Khun Erng and Khun Kawfang for their amazing work !