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Reviewed 28 January 2019

Went in early December, which was the start of high season with many tourists coming in for the hot weather (albeit thunderstorms daily at around 4-5pm). The hotel is situated in the Laguna area, where there is free shuttle / boat service to other hotels (e.g. Dusit Thani, Banyan Tree, Angsana, etc.) within the Laguna.

We arrived at around noon, but the earliest time we could check-in was 3pm. So, we left our luggage at the storage room and visited the Canal Village Shopping Center, which was just across the street. Many shops were closed or empty, and the restaurants inside were quite pricey by Thai standards. Apart from that, there was a money exchange and a convenience store that seemed to attract the most people. We had lunch at the restaurant just outside the Shopping Center, but it was still quite pricey, and the quality was average.

Afterwards, we went back to the hotel to check-in, and had to wait for over 5 minutes at the reception before we were attended to. After we got our keys and went to the room, we realized that it was a loft room on the ground floor which faced the swimming pool and had a constant stream of people walking past. The interior also looked dated and had stains on the sofa. This was an unpleasant surprise, as we initially booked the lagoon room and requested a high floor. We immediately went back to the reception and waited for another 10 mins to inquire about our booking, in which the staff’s response was that we were supposedly upgraded. Nevertheless, we were not satisfied and ultimately requested them to change us back to a lagoon room on a high floor. The second room we got was better quality and had a good view of the lagoon. However, there was still some minor issues, such as the soap dispenser not working and the shower gel not yet refilled. We had to call the housekeeping and waited for over 30 mins before these issues were resolved.

After the long and tiring check-in process, we took a nap before heading out to the Friday night market situated at Boat Avenue. Although there is a free hotel shuttle at scheduled times, it only goes to the entrance of Laguna, and you had to walk another 10 mins before reaching Boat Avenue. We instead took the taxi from hotel which was only a 5 min ride and cost THB200 (Grab was THB410, and in general always seems more expensive than taxi in Phuket). The night market had a variety of stalls selling apparel and souvenirs, as well as food stalls selling fruits, skewers, noodles, and other authentic Thai food. Overall, we felt that the night market was clean and had decent quality food at a very good price. As the night market closes at 10pm and there was not much else to do, we decided to walk back to the hotel which took around 25-30mins.

In terms of breakfast, the food was average and there was not much change in variety from day to day. It was also sometimes hard to find seats during peak hours between 9 – 10 am. We ordered takeaway for dinner once, which we thought the food was better quality compared to breakfast. However, they packed the takeaway food in plastic boxes, which was surprising as the hotel’s promotional videos made a lot of emphasis on reducing waste and being more environmentally friendly.

Overall, although the lagoon room turned out to be quite comfortable and cozy, we felt the room quality is inconsistent and some of the areas require some refurbishment. Furthermore, many of the hotel guests seemed to be from Mainland China, Russia or Eastern Europe, so it could get quite loud and rude at times. We also felt that being a member of the Banyan Tree, some of the staff needs to be more professional and not have guests wait for a long time before attending to them.

Room tip: Rooms not on ground floor
Date of stay: December 2018
  • Trip type: Travelled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank charlesl110
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
LoganDaley, Hotel Manager at Cassia Phuket, responded to this reviewResponded 29 January 2019

Hey charlesl110,

Appreciate you taking the time and sharing your detailed review on your Cassia experience!

I must apologize if the service times on our front desk where not as quick as normal, we have spoken to the crew about this and am confident we will learn from your comments.

Appreciate your comments on our suites and happy to inform you that all suites are due for an upgrade this year, this also includes our common areas. Cassia is a very busy hotel but we are committed to ensure our product remains looking new!

We are in the process to remove all single use plastic from the property, with our goal to be complete by earth day 2019.

Happy to inform you that we are also in process to have a Cassia shuttle bus, taking our guests to and from boat avenue.

Hope we will have the chance to welcome you back when you re next on Phuket. Drop us a note on reservations-phuket@cassia.com and we will ensure our best deals! Be cool with Cassia!


Live, Laugh, Love your way,

Logan Daley
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 January 2019

This hotel sits within the Laguna complex and this is a really nice environment. Cassia units are at the lower end of the hotels within Laguna, but still good to stay. Popular mostly with Russians, while not yet with the Chinese tour groups. Next to Canal Village and there is a terrific seafood restaurant right opposite the hotel -- hugely convenient. One biggest downside is that the rooms on the right side of the hotel (as you face the lake) vibrates with the electric generator. The guy who designed the hotel must have done an extremely poor job. Never request a room on this side of the hotel.

Room tip: Never stay at right side area of hotel (when facing lake)
Date of stay: November 2018
  • Trip type: Travelled with friends
    • Location
    • Cleanliness
    • Service
1  Thank Moichee
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
LoganDaley, Hotel Manager at Cassia Phuket, responded to this reviewResponded 29 January 2019

Hey Moichee,

Cheers for taking the time to share the comments on your Cassia experience!

Super happy to know you also enjoyed Laguna's newest addition Aroi Seafood!

Apologies for any vibrations from the generator which turns on if there is any power outage in Phuket, whilst this can be minimal, we are always happy to allocate rooms in other parts of the complex when available, next time please add this to your suite request and we will try our best to accommodate.

Hope to see you again soon, drop us a note on reservations-phuket@cassia.com when you are heading this way next and we will ensure you our best deals. Be cool with Cassia!


Live, Laugh, Love your way,

Logan

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 January 2019

Location is great. Beach and pool area is awesome for a family holiday. The room was good nice setup and enough space. The pillows are hard and very high. Rooms only serviced every second day. I will return to the hotel it was an all round great experience

Date of stay: December 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Grant W
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
LoganDaley, Hotel Manager at Cassia Phuket, responded to this reviewResponded 24 January 2019

Hey Tourist66788003698,

Super cool to know you enjoyed your Cassia experience and our fantastic suites!

Our rooms are cleaned every second day as standard, guests who want this more frequent can request housekeeping on demand.

Hope to see you next time and do reach out to us on reservations-phuket@cassia.com for our best deals! Be cool with Cassia!


Live, Laugh, Love your way,

Logan Daley
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 January 2019

I'm not feeling like the hotel welcome me like it used to be, mainly in the restaurant. May be the staffs are too stressful or something. My previous 2 stays before high season, everybody here is so pleasant and helpful. Not this time, I'm don't want to come back anymore.

Date of stay: January 2019
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank Art T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
LoganDaley, Hotel Manager at Cassia Phuket, responded to this reviewResponded 24 January 2019

Hey Art T,

Your comments are very concerning to me, and at no time would I want one of our returning guests to feel unwelcome. If you don't mind please send me an email with more details to logan.daley@cassia.com are we can discuss off line.

Hope to speak soon.


Live, Laugh, Love your way,

Logan Daley
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 January 2019 via mobile

I stayed in cassia Phuket for 6 nights. I did not like their breakfast selection, the facilities thought are very good. Unfortunately my room had a very bad smell throughout my stay, not sure if it was a sewage problem or something else. My flight back home was midnight and they were not flexible with my late check out option which was disappointing. The infinity pool was lovely and the ferry to the beach was good.
If you are going with a big family and you just plan on staying at the resort, then I’ll recommend it. But it’s very far from many hot spots around the island so u need to plan your transportation ahead of time.

Date of stay: January 2019
Trip type: Travelled with family
Thank SaraA419
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
LoganDaley, Hotel Manager at Cassia Phuket, responded to this reviewResponded 24 January 2019

Hey SaraA419,

Cheers for your comments and sorry to read you did not enjoy the breakfast, but great to know you enjoyed our hotel!

Apologies also if there was a smell in your suite, I do hope you bought this to our attention so we could take action. As you would of noticed Cassia is super busy, so late check outs are subject to availability, suggest next time you drop us a note prior to arriving and we will see what we can offer.

We are super lucky to be in the Laguna area with many great spots around, of course, if you wish to go a bit further our in Phuket, we can arrange a taxi which will be at the hotel in minutes.

Hope to see you next time! Give us a shout on reservations-phuket@cassia.com and we will be sure to give you our best deals! Be cool with Cassia!


Live, Laugh, Love your way,

Logan Daley
Hotel Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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