Asia Gardens Hotel & Thai Spa, a Royal Hideaway Hotel

Just returned after a three night stay. We’ve had a really lovely time. The hotel grounds are beautiful enabling a relaxing atmosphere. We spent every day at the Lombok Pool which was stunning and quieter than the others. The majority of the staff were wonderful although for a 5 star hotel I would expect poolside bar service (you have to go up to the bar to order, the staff don’t come around asking if you’d like anything). The food was delicious. Breakfast and dinner choice in the buffet restaurant was varied and of good quality.. only problem with breakfast is that you’re told “a colleague will come to take your coffee order” and they never come. We also ate one evening in the Koh Samui Asian restaurant which was lovely although when booking with guest relations we were originally told that we couldn’t book a’la carte as half board guests - this was sorted. The only other disappointing experience was there is no air con in the gym which made a morning workout very challenging. Housekeeping was brilliant! Check in and check out seamless. We’ve come home relaxed and recharged and hope to visit again soon.

Booked this hotel for its romantic location (getaway for myself and my wife) and the photos online look great. Unfortunately I feel like from the moment that we checked in to the moment we left, we were treated like an inconvenience by every staff member we came across. The grounds are nice but I cannot think of any other positive comment. I am not sure if they dislike English guests (seemed that way) but it's not the beautiful hideaway you'd think because you end up nervous to interact with staff. Rooms aren't great for the price and although the food it good, the staff ruin the whole experience. As for a beer, they act as if you've asked for filtered mineral water freshly extracted from the Alps. Ask a question about the food, and you might as well have demanded their first born.

I was attending a business forum, and was looking forward to a great stay. Upon arrival which was 2 hours earlier than their check-in time of 4pm our cases were labeled and stored until we received a phone call to say that our room was ready. We were then told that we could go for lunch at the poolside restaurant and on the way collect a towel for the sun beds, as it been an early flight my colleague and I decided to get some lunch of which there was not a great variety, we then decided to collect a towel from the hut, when I asked for a towel and was rudely asked for the card that i was given at reception, I tried to explain that our room was not ready and was not given a card to be very rudely told No Card No Towel, so went and sat on a bed anyway of which i was then told by a member of staff that i should not be sitting on a sunbed without a towel, again I tried to explain but the staff member was adamant. At 4pm I still had not received a phone call to say that my room was ready so decided to to walk back to reception where I was told to take a seat and wait for the phone call which came 35 minutes later. After finally getting to my room which on initial thoughts looked excellent but after a couple of hours could honestly say that for much less per night I have stopped in better quality rooms, but I will say that the bathroom and especially the shower was excellent. I unpacked and decided to make a cup of tea only to find that there was no milk in the fridge, so whilst walking past reception to go for dinner I asked if I could have some milk sent to the room, well I checked in on a Sunday and left on the Wednesday and as you can guess No Milk Was Delivered even after asking 2-3 times but this does not surprise me as I emailed the hotel 7 days before my arrival and I am still awaiting their response. I have today (21-8-2024) tried to email them about a credit card charge that I am not aware of and have no v.a.t receipt for I am not holding my breath of for a reply as you can only contact them through their web site. As I was there on business for a Dental Forum I have to say the food was excellent with 2-3 options for lunch and dinner especially for the number attending. After dinner there were pre-arranged get togethers for everyone (about 250 people) but unfortunately there were not enough bar staff so it took up to 30 minutes to get a drink and the bar closed very early. Would I ever consider stopping here again, definitely not. Is this place a 5* definitely not, as I stated earlier I have stayed in much better hotels for half the price. If you are Wayne Rooney, Penelope Cruze etc that they are very happy to immediately show their review on the web site, then yes the service will be excellent but for my stay at 300+ euro per night and the rudeness and ineptness of staff then it was very poor.

While this hotel boasts a stunning location and pretty surroundings, it sadly falls short in nearly every other respect, especially in service and overall guest experience. Service: The service here is shockingly poor. Despite the hotel’s high-end branding, they failed to provide even the basics. We were unable to get any food before 2 PM, which is completely unreasonable. Even if you’re checking out and hoping for a quick lunch or snack, you’ll have to look elsewhere. Internet: The internet at this hotel was virtually non-existent. When I raised the issue, staff showed little concern, offering no solution beyond suggesting I move closer to reception. This level of apathy is unacceptable, especially in a hotel of this supposed caliber. Pool Service: The lack of poolside service was another significant letdown. If you want anything by the pool, you have to walk to the bar and order it yourself. After that, staff try to locate you among the sunbeds, but with no table numbers or clear system in place, you often have to flag them down to get your drinks. This is far from the level of service you’d expect from a “Leading Hotel of the World.” Room Issues: The first room we were given had an ant infestation—yes, an actual ants’ nest in the bed! Given that we hadn’t brought any food or drinks into the room, this was extremely distressing. No apology was offered when we reported the issue, and we had to move rooms ourselves. The room also had missing furniture and no complimentary water was provided. This came to our attention when we moved rooms. To make matters worse, upon checkout, the hotel still tried to charge us the full rate for our stay. We expected some form of compensation for such a terrible experience, but the most they offered was a measly 15%, which was insulting considering the ordeal we went through. Overall, this was nowhere near the standard we expected from a hotel claiming to be among the “Leading Hotels of the World.” The beautiful setting cannot make up for poor service, lack of basic amenities, and a dismissive attitude towards guest concerns. We left feeling deeply disappointed and would not recommend this hotel to others.

The garden is beautiful, with lush vegetation, pounds and pools. The landscape design is incredible out of nowhere. We really liked it, feeling like we were vacationing in Asia. Service is truly inconsistent. We were staying in a deluxe suite, with half pension. The suite was really nice but overlooking the noisy kitchen of a restaurant. The cleaning was approximately done. Beer cans were not removed, crums remaining under the furniture and minibar not furnished. When we wanted to book an à la carte restaurant, paying ourselves, we were rudely turned away, so we ended going to a nearby restaurant (rice). At the buffet, one of the employees was ignoring me and refused to serve me. I called the manager but they didn’t really care. The only good experience is the breakfast at the In Black restaurant, which is reserved for Suites. Corina is a wonderful crew member that was doing everything to please the customers. Amazing service. It’s definitely not a five stars hotel, but maybe a 3 star plus, with five star rates.

The place is beautiful but a few recommendations/pointers if you're booking - no inflatables in the pool.. even kids small boats etc. No ball games in the pool. For the Italian restaurant make sure you prebook before u arrive as we couldn't get in for the 5 days we were here. Food is alright - nothing special but not bad. The views and pool make up for the above.

Very disappointed as it was sold as the best hotel in 2023 and for what it is, the service is not at the level of what you pay and they sell. The treatment to guest is very rude, stating from the breakfast to the “PR”, and even the guy at the spa who was very rude on Tuesday! Then they clean awful the rooms I have to complain every day and they don’t do anything about it to improve it. And on top of you are looking for relax this is not the hotel a lot of kids and even though they mentioned places only “adults” like the breakfast, is not true the kids are everywhere… therefore, I don’t recommend this hotel at all… the Meliá next door is way better .. the service in this hotel is really disappointing and they don’t do anything about it! They ruin my vacation! And I have picked this hotel to be relax and be treated well as I’m sick and I have been stress every single day!