Twinpalms Phuket

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.

This is our 2nd visit as we enjoyed every minute of our first. We loved our room and our host Pisit was as amazing at looking after us for the second time. Pisit was so helpful with suggestions and ideas of things to do to make it more special. We loved our returning welcome messages ❤️ We enjoyed the beach clubs and the yacht trip was fabulous. We are planning our next trip here for Oct/Nov 25 ….our new favorite hotel❤️

This was our second stay here. And the second time we have stayed in a Penthouse Apartment with Pisit as our host. The hotel is fantastic. Such amazing value for the standard and also with the bonus of not being too big. Nothing was too much trouble for any of the staff. The room was out of this world. Huge in space, amazing in facilities. The housekeeping team were impeccable. Pisit is there for your every need. Even advice on where to go, what to do to enhance your experience and make your holiday beyond special ! We will be back ! See you in November Pisit….. 👍🏻

Amazing stay. Came for my 50th birthday and was treated like the King I am. Friendly staff, excellent service and beautiful ideally located property. Buffet breakfast is a must and the beach is across the street with shuttle access to Catch Beach Club daily. Will definitely be back next year!