Phuket Emerald Beach Resort

Met this guy - Okkar Super friendly, helpful, welcoming, and supportive. Loved their breakfast services and massive verity of good they offered.

The hotel is ok! BUT my issue is a serious one. On my first evening at the hotel I was on my way to meet my grandson at one of the bars at 19.00 pm approximately. As I walked along the pathway towards my destination I suddenly found myself flatlined in a water feature that ran along the side of the pathway. There was a section of path with a hole that my left foot went into. Next thing I remember is hitting the bottom then as a reaction I pushed myself up to the surface and grabbed the path and held on for grim life. Luckily for me a guy saw me fall ,called for help and jumped into the water to get me out . A fractured leg and abrasions was the result. Now as far as the hotel. And TUi are concerned they refute any liability for this. It was dusk and the lighting was poor. There was a hole that should have had some form of warning that it was there , The hotel say I was in a restricted area as the pool closed at 19.00. The security cameras show me on the path prior to my accident at 19.07. We were not advised of this on checking in , there were no signs anywhere to advise this, there were no staff in attendance and as I wasn’t dressed to go swimming in any way shape or form so as far as I am concerned I was on my way to the bar This was our first night of a family holiday that was ruined . One further point , 7 days after my accident the hotel installed a rope barrier/fence along both sides of the pathway and according to staff it was to hopefully avoid any further accidents. An act of liability in my mind. Currently 10 weeks after the incident I am still walking with an uncomfortable limp and doing physio . So thank you to TUI for not having a reasonable customer care and to the hotel for not having the decency to admit any form of liability

Dear Management,

I would like to formally express my disappointment regarding the way I was treated during my recent experience at your hotel.

When I made my booking, I correctly registered 2 guests because only myself and my female friend were staying at the hotel. Another male friend was simply our driver and was accompanying us after dinner to continue our conversation briefly at the hotel before leaving to stay elsewhere.

However, when the reception staff saw him with us, they immediately insisted on charging an additional 1,500 THB, assuming that he would stay overnight, despite my clear explanation that he was not a hotel guest.

What made the situation even more uncomfortable was that the staff demanded to see the third person’s hotel booking confirmation to prove that he was staying somewhere else. I strongly believe this crossed a professional boundary and became an invasion of personal privacy.

Where my friend chooses to stay is private information and should not be something guests are pressured to disclose.

I even informed your staff that if this was truly the hotel’s position, then I would prefer to cancel my booking and not stay at the hotel at all. At that moment, I genuinely felt that the reception staff were being extremely rude and showed absolutely no trust or respect toward me as a paying guest.

Most importantly, I believe I should receive a refund because I never actually used the room. I decided not to stay specifically because of how this situation was handled. This was not 100% my fault, and I do not believe it is fair for me to bear the full financial loss under these circumstances.

I completely understand that hotels must manage occupancy and security policies, but your staff should handle such situations with far more professionalism, better communication, and greater respect for guests’ privacy and dignity.

I sincerely hope management will review this matter carefully, improve staff training, and reconsider the refund for this booking.