Twinpalms Phuket

We stayed at the hotel in April and booked using a combination of Hilton points and normal payment. After reading some of the last reviews I didn’t know why to expect. To say I was pleasantly surprised is an understatement. From the moment my wife and I entered the property we were treated with such kindness and hospitality. As. Hilton Diamond member we received an upgrade to our room which was a great touch. The room was spacious and had everything needed for our 4 night stay. The pool area was awesome with plenty of loungers always available. The breakfast was incredible and we were always greeted with a warm welcome. I’d recommend this hotel to anyone visiting the area as it is luxurious but with the personal touch like getting a choice of pillows at check in and a choice of the type of flower you would like in your room. Thank you! Thank you again for a wonderful stay, I’m sure we’ll be back when we next visit Thailand.

I stayed at Twinpalms Surin Phuket, expecting the Hilton quality and hospitality as it’s listed under the Hilton brand. I am a Hilton Honors Gold Member, and I’ve always enjoyed our stays with Hilton—until now. This hotel was a complete disgrace and possibly the worst hospitality experience we’ve ever had. We booked 5 nights. The first night was fine—we received an upgrade, and it started well. But from the next day, everything turned into a nightmare. We invited a friend staying at a nearby hotel to visit us and see the property. Instead of welcoming behavior, we were accused of trespassing by the Front Office Manager, who claimed it was “illegal” to invite guests onto the property. He used ridiculous “proof” like: • We asked for two toothbrushes. • We requested an extra blanket. • “It’s impossible for a couple to sleep under separate blankets,” he said. Yes, you read that right. Then came the most shocking and disturbing part: he claimed we were being monitored by CCTV inside our room. Let that sink in. Inside. Our. Room. Whether this is true or not, it is either a gross violation of privacy or an intimidation tactic. Either way, it’s unforgivable. When I confronted him, he told me directly that “you are no one here” and that “this is not actually Hilton, just related to it.” So why even list the property under Hilton at all? We were so disgusted, we didn’t use the welcome drinks or other amenities as an act of protest. But it didn’t end there. When we checked out on our 3rd day. Because we could not stand the attitude towards us any more. The front desk staff refused to give us proper documentation. We fought for over 15 minutes just to get a basic bill. They were clearly avoiding us, pretending to be “too busy,” even though there were no other guests at the desk. And here’s the most concerning part: we believe this treatment may have been discriminatory due to our nationality. To sum it up: • Rude, unprofessional, and borderline abusive staff. • Accusations based on absurd logic. • Surveillance threats and privacy violations. • Discriminatory treatment. • Lack of transparency and no standard documentation at check-out. • Complete lack of accountability from the management. If you’re thinking this is a real Hilton property—think again. You are on your own here, and you are treated like garbage if you don’t fit their preferred profile. This is NOT a luxury resort. It’s a place that humiliated us, made us feel unsafe, and completely ruined what was supposed to be a relaxing vacation. Hilton should seriously reconsider its association with this property. Until then, stay away.

So, this hotel managed to change our opinion entirely on what makes a good experience. The good: The rooms are beautifully appointed, superbly comfortable, and ours even came with its own plunge pool, seating area and dining area. Showers and bathrooms also lovely. The main pool area is also lovely. The whole area is kept clean constantly. The breakfast was good (not amazing, but good). The bad: When we arrived, we had to carry our bags up several sets of steps to get to the reception area, and were not offered any help. it took a couple of trips. Only after we checked in did they offer us help. As we were checking in, another guest arrived and asked a question, meaning the person serving me left me to look after them (there were several team members on reception, but I was left standing there waiting - it would have been so easy for another person to look after the other guest). The best rooms (ours was one) are very far from the main pool area, restaurants and reception. It was a long walk with lots of stairs and no lifts. Not close to the pool (the cheaper rooms were clost to it). The room didn't even have a TV we could use unless we had a netflix or other subscription (we took one out while there so we could use the TV). The TV in the bed area didn't work. Use of the beach club was very pricey. They constantly tried to upsell us on everything, to the point where we felt it was uncomfortable. Having spent over €400 a night to stay, nothing other than breakfast was included, and everything was over-priced. Even using the beach bag in the room came with a €50 charge (to be fair, they did loan us a separate bag though) If you want a hotel that is lovely but wants to gouge you or everything, this is it.

Wir reisen gerade aus dem Hotel ab und möchten eine kurze Bewertung rund um das Hotel abgeben. Twinpalms Hotel Wirklich unglaublich tolle und nette Mitarbeiter. Ein hervorragendes Frühstück. Vor allem der Thai Bereich wurde endlich sehr gut erweitert. Wir lieben die Thai Nudelsuppe :-) Das normale Frühstück sah auch gut aus - haben wir aber nicht genutzt. Sicher kann in den Zimmern mal das eine oder andere getauscht werden - aber alles nicht der Rede wert. Fitness Bereich Hier sollten die Laufbänder und der Stepper erneuert werden. Die sind wirklich sehr alt. Dennoch alles funktionsfähig und sauber. Perfekt: die Espresso Maschine Shuttleservice: zumindest Morgens und am Abend sollte hier ein 30 Minuten Takt eingeführt werden. 2.Zimmerservice wirklich an jedem Abend. Auch wenn wir erst wieder gegen 19 Uhr das Zimmer verließen. Wagyu Steak House Super nette und kompetente Mitarbeiter. Gute Weinauswahl. Aber hier könnte noch etwas mehr zur Auswahl stehen. Essen: Yummy. Sehr schicke Bar Allerdings sollte die selbst auferlegte Kleiderordnung auch umgesetzt werden. Manche Gäste kommen tatsächlich in kurzen Hosen und offenen Schuhen. Hier sollte, dem Ambiente gemäß, auf die Kleiderordnung verwiesen werden. Kalido Leider kein Thai Restaurant mehr. Wir waren großer Fans vom ehemaligen Palm Seaside. Das neue Konzept ist meiner Meinung nach hier nicht passend. Das Essen ist zu süß (man muss immer darauf achten zu sagen: keinen Zucker bitte) Preise für die Weine/Champagner zu hoch. Z.B. : Roederer Premier Brut: 6500 ++. Zum Vergleich in Bangkok in der Scarlet wine Bar: 3500++ Weinauswahl ist natürlich Geschmacksache. Wir würden uns mehr europäische Weine wünschen (und bitte weniger Sauvignon Blanc :-) ) Catch Beach Club Unser „Wohnzimmer“in diesem Urlaub. Auch hier super nettes und gutes Personal. Essensauswahl: gut. Aufgrund der Gäste aber auch angepasst. Auch hier immer der Hinweis: bitte weniger oder keinen Zucker verwenden. Man kann noch verschiedene Thai Gerichte bestellen, die nicht auf der Karte stehen… Preise und Auswahl Wein und Champagner: siehe Kalido Den einen oder anderen Kritikpunkt muss ich machen: der Pool ist Adults Only. Dann sollten auch die Liegen um den Pool Adults Only sein. Es ist schon nervig wenn Familien dort mit (Klein)Kindern einen den Nerv rauben. Klingt vielleicht etwas hart: aber warum müssen diese Menschen den Gästen ohne Kinder, die ohnehin wenigen Orte ohne Kinder unbedingt „nicht gönnen“. Die Drahtgeflechte im Sand (um die Steine in Position zu halten) müssen professionell erneuert werden. Hier stehen teils die Drahtspitzen heraus = Verletzung. Die weißen Stufen sollten mit schwarzem Tape am Rand gekennzeichnet sein: bei hellem Licht übersieht man diese sehr schnell… Fazit: wir kommen wieder :-) Die Freundlichkeit und Hilfsbereitschaft der Mitarbeiter aber auch des Managers sind bemerkenswert.

여기는 진짜 여행다녀 본 숙소 중 가장 베스트 숙소였어요!! 펜트하우스 룸컨디션 깔끔했고, 앱 통해서 어메니티 오더도 가능해서 빠르고 너무 편했어요 특히, Pisit 룸매니저가 너무 친절하고 나이스해서 편하게 여행하고, 좋은 곳 추천받아서 여행다녔어요🥹 선셋 예쁜 곳, 주변 야시장, 축제도 추천받아서 다녔는데 너무 마음에 들었고, 셔틀버스 예약도 다 해줘서 쉽게 다녔어요! 다음에 또 트윈팜스와서 Pisit 매니저 찾을거에요 강추!!