Mixed Experience at Avista Hideaway Phuket – Service Gaps, Transfer Issues & Dining Concerns
I stayed at Avista Hideaway Phuket Patong, MGallery Collection, Room 506. The resort is in a beautiful location. I want to start by thanking the hotel for upgrading my room to a suite at no extra charge. This was a wonderful surprise that I truly appreciated. The suite was spacious, comfortable, and well-maintained.
However, despite this positive gesture, several service-related issues affected my overall experience. This was especially noticeable when compared to my previous stay at Pullman Phuket Panwa Beach Resort.
Serious Vegetarian Food Handling Issue (Vista Restaurant)
My spouse is a pure vegetarian. At Vista Restaurant, we ordered paneer butter masala and someone else's chicken butter masala. Unfortunately, both dishes were prepared at the same time, in the same pan, leading to chicken being mixed into the paneer butter masala.
I think this happened because the Indian kitchen staff were unavailable late in the evening, and other staff prepared the dishes. When I pointed this out to the staff present, their response seemed casual and unconcerned, as if nothing serious had occurred.
Although the team later apologised, the situation was already irreversible. My spouse unintentionally consumed chicken for the first time in 32 years, which was very upsetting. This should never happen when dietary preferences are clearly communicated.
That said, I want to give special thanks to Arun, Abu, Vishal, and the rest of the Indian kitchen staff. Once they were available, they customised several dishes for us, and the food was genuinely tasty. I truly appreciated their effort and hospitality.
Airport Transfer Issues
The private van transfer to Phuket International Airport on December 12, which I booked through the hotel, was another disappointing experience.
Luggage Damage: My suitcases were in perfect condition at checkout. However, upon arrival at the airport, I noticed new scratches on the bags. The driver seemed rushed, unloaded the luggage carelessly, and left before I could grab a trolley.
Unsafe Driving: The driver was speeding excessively, overtaking aggressively, and taking sharp corners at high speed. Despite my repeated requests to slow down, his driving did not improve, which made the journey uncomfortable and unsafe.
Spa Experience
My visit to the spa was underwhelming. The therapist seemed disinterested and disengaged, performing the treatment mechanically, as if she just wanted to finish her shift instead of providing a relaxing and attentive experience.
Overall Service & Hospitality
Overall, the staff did not seem particularly warm or welcoming. When compared to my stay at Pullman Phuket Panwa Beach Resort, the difference in hospitality was clear. At times, I genuinely felt ignored, which made me uncomfortable as an Indian guest.
Tambu Restaurant
I also visited Tambu Restaurant, but I found the food to be unimpressive. Given its reputation, I expected a much better culinary experience.
Kids’ Room (Positive Experience)
I really liked the Kids’ Room. The entire team was warm, welcoming, and attentive. They played with my children, involved them in different activities, and made them feel comfortable and happy. This meant a lot to us as parents.
I want to give a special thanks to Nuri. She did an amazing job. She kept our kids engaged, always had a warm smile, and took great care of them during our visit. Thank you, Nuri, for making our children’s experience so enjoyable.
Final Thoughts
While I appreciated the complimentary suite upgrade, the resort still needs to improve in areas like service consistency, food handling for dietary restrictions, guest safety during transfers, spa attentiveness, and overall hospitality. As a loyal Accor guest, I hope this feedback is taken constructively to improve future guest experiences.