We had stayed here once before on our first trip to Thailand in 2014. We had aimed to stay again during the last three years but COVID changed that. We managed to return for the second time during April 2023 for a special milestone Birthday. Since our last visit, there had been a major refurbishment of the venue. All rooms had been updated and a reconfiguration of the main infinity pool had taken place, making it much bigger with a new pool bar. In addition, all ground floor rooms have become ‘swim up’ rooms and a large new extension block of rooms has been added towards the back of the Resort. We definitely preferred the previous Reception area which was inspiring and awesome and, without doubt, had a ‘Wow’ factor when you first arrived. In contrast, the new Reception looked and felt very much less so. We had a lovely room on second floor with views over the Regina Pool Bar. It was spacious with a large bathroom including a bath and large walk-in shower. It had a spacious balcony with seating. There is a huge space in the window alcove with a day mattress which could be utilised as an extra bed at night, if you needed it. SAFETY ALERTY - Please note that the floor to ceiling windows in this window alcove open to a literal drop of three floors with no Juliette Balcony railings for safety. Therefore, please be aware of this if you have young children in these rooms. If the window doors are open in this space, they don’t even need to climb but simply crawl and, unless supervised at all times, fall out. The Restaurant and food was excellent and plentiful. There are special themes on every night which we did enjoy on a couple of nights during our stay but we did use the bars and restaurants in Khao Lak as they are so reasonable in price and we like to explore the area we stay in. There is a ‘Happy Hour’ which rotates around the Hotel Bars from 2pm - 6.30pm. We enjoyed this at the Regina Pool Bar (2pm - 3pm) and have to identify Wiu who served us every day and sometimes as well at the Sire (Beach Bar). He was outstanding in his attention to detail and personalised service. However, this was not the same elsewhere and, generally we were disappointed with the overall customer service. Similarly, I have never stayed in such a beautiful and luxurious Resort which has had such a poor room cleaning service. The bathroom sink area was not properly cleaned for the duration of our stay, the tea and coffee was not replenished daily and we had to ask continuously for these and ended up taking them from the Restaurant at Breakfast time. We also had to ask for the floor to be cleaned each day as it was so gritty and sandy. The Spa is beautiful and the massages very professional and relaxing but yet again the Spa Reception customer service was less than welcoming and friendly. As the Resort is so beautiful and well equipped in every way, it seems such a pity that the customer service really lets it down. With the right management, this can be res
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