A LoyaltyLobby reader sent us a case from JW Marriott Phuket hotel, whose manager claims that charging for sunbeds is now a policy at all JW branded hotels.
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Reader’s Email:
In case you are in Phuket in the next weeks, plan a visit to the JW Marriott Phuket Resort & Spa in Mai Khao to check out their new policy of charging THB 500++ for a sunbed with ocean view!
The property consist out of the JW Marriott Hotel Phuket and the timeshare part called Marriott Phuket Beach Club.
On the premises are 3 pools.
2 pools are mainly used by the timeshare guest – which are close to the villas – and the large main pool where the sunbeds in front row to the ocean are now charged THB 500++ per bed, see attached pictures.
The new policy was implemented in May 2024 for all sun beds in the first row at the main pool facing the sea.
In the past during high season the sunbed situation was already a problem as there were not enough sunbeds with umbrellas available due to limited space on the property and regulations from authorities not to have sunbeds/umbrellas at the beach for turtle conservation.
During the past weeks the hotel had a low occupancy and to get a sunbed without charge was no problem.
With the high season approaching this will be a problem and guests feel ripped off.
The hotel is old – since the construction in 2000 there were no renovations in the rooms part – and there are some technical issues in the rooms as well as on the property.
You get greeted with a sewage odor at reception.
In the hotel corridors on the third floor the false ceiling is hanging down due to leakage of the roofs.
Rooms are old fashioned and smell moldy.
Air conditioning in the rooms is not working properly.
Water pipes are leaking and water pressure in the showers is a problem.
This is just to name a few.
The property desperately needs a renovation but the prices increase and customers are now even charged with additional costs.
The hotel has many loyal returning guests that oversee above problems with the rooms as the premises are – with the beauty of the gardens – a paradise destination and the associates of the hotel are the main asset of the property.
Staff were always happy and proud to work for the hotel.
This has changed dramatically since the beginning of 2024 and many are disillusioned and frustrated.
It seems the strategy of the hotel has changed from paradise to cash cow.
There were excellent GM’s in the past – to name Oriol Montal and George Varughese – that were looking out for a balance between the property, growth, revenue, the staff as well as the guests.
They managed to achieve record service charge payments for the employees as well as happy guests that were looking forward to return to their paradise soon.
And then there are others that are marketing driven and maximizing revenue.
As to the new GM (since January 2024) the sunbed charge is the new policy for all JW Marriott Resort hotels.
Did you hear of any other Marriott hotels that are implementing this charge in Asia
Why am I writing to you?
We are long term guests with this property since many years and see the challenges and opportunities this property has.
Many of the above points do not apply to us as we have certain benefits.
But we still see and hear the present mood.
With the current direction guest will not return.
The hotel is scheduled for a renovation in 2025 – we hear this since 10 years and hope it will finally come – and then prices will increase even more.
Occupancy of regular guests is low at the moment – even the Russians that flocked to this property in the past are only a few – and to achieve revenue Indian weddings are contracted that are going overboard and cannot be regulated.
The guest and staff are unhappy.
After the renovation the hotel will have to look for new customer groups that are willing to pay higher prices as well as new staff as the good ones will definitely look for new jobs.
Our comments are heard at middle management but their hands are tight, so we decided it might be a good idea that an outside person with knowledge of the industry and the region takes a look at the situation.
I double-checked my records, and I have stayed at this hotel ONCE back in 2013:
Conclusion
I understand the reader’s frustration.
They have used to visit this specific hotel regularly only to see the owner not adequately maintaining the property. Now, they are seeking new ways to generate additional revenue by charging fees to use sunbeds.
It is common for once excellent properties to fall into disrepair and be flagged down a few times. However, Marriott seems extremely flexible with the JW Marriott brand standards if you consider their property in Rio de Janeiro, which is basically Courtyard quality hardware-wise.
My recollection of my short stay at this property is very vague. When I stayed there for a quick overnight more than a decade ago, I recall that their guest relations or other manager was a Russian lady, and they were pushing timeshares
I doubt that charging for sunbeds is a JW Marriott “standard,” but the manager came up with it when trying to justify this nonsense.
My advice is to move on and find another newer and better-maintained property. There are so many excellent hotel choices in Thailand.
