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Mangosteen Ayurveda & Wellness Resort

4.0 star property

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Photo gallery for Mangosteen Ayurveda & Wellness Resort

Aerial view
Creator video - submitted by Nevara Anastasiia
Aerial view
Beach nearby, white sand, free beach shuttle, beach towels
Property grounds

Reviews

8.6 out of 10
Excellent

Popular amenities

  • Pool
  • Hot tub
  • Spa
  • Parking included
  • Restaurant
  • Air conditioning

Explore the area

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99/4 Moo 7, Soi Mangosteen, Rawai, Phuket, 83130
  • Place, Chalong Bay
    ‪5 min walk‬
  • Place, Chalong Beach
    ‪9 min walk‬
  • Place, Rawai Beach
    ‪5 min drive‬

Room options

View all photos for Superior Garden Villa

Premium bedding, Select Comfort beds, minibar, in-room safe

Superior Garden Villa

  • Garden view
  • 624 sq ft
  • Sleeps 2
  • 1 King Bed OR 2 Twin Beds

View all photos for Superior Jacuzzi Villa

View from room

Superior Jacuzzi Villa

10.0 out of 10
Exceptional
(1 review)
  • Garden view
  • 624 sq ft
  • Sleeps 2
  • 1 King Bed

View all photos for Deluxe Jacuzzi Villa

Deluxe Jacuzzi Villa | Premium bedding, Select Comfort beds, minibar, in-room safe

Deluxe Jacuzzi Villa

  • 796 sq ft
  • Sleeps 3
  • 1 King Bed and 1 Twin Bed

View all photos for Royal Jacuzzi Villa Garden

Royal Jacuzzi Villa Garden | Premium bedding, Select Comfort beds, minibar, in-room safe

Royal Jacuzzi Villa Garden

  • Garden view
  • 1011 sq ft
  • Sleeps 3
  • 1 King Bed and 1 Twin Bed

View all photos for Royal Jacuzzi Villa Balcony

View from room

Royal Jacuzzi Villa Balcony

10.0 out of 10
Exceptional
(1 review)
  • Sea view
  • 958 sq ft
  • Sleeps 3
  • 1 King Bed and 1 Twin Bed

View all photos for Royal Jacuzzi Suite (2 Bedrooms)

Royal Jacuzzi Suite (2 Bedrooms) | Living area | 32-inch flat-screen TV with cable channels, TV, DVD player

Royal Jacuzzi Suite (2 Bedrooms)

  • Sea view
  • 1970 sq ft
  • 2 bedrooms
  • Sleeps 4
  • 2 King Beds

About the neighborhood

Rawai

Located in Ban Saiyuan (1) within 2 miles (3 km) of Rawai Beach, Mangosteen Ayurveda & Wellness Resort is within a few miles (5 km) of other popular sights such as Nai Han Beach. This 4-star resort has 50 guestrooms and offers a full-service spa, an outdoor pool, and free valet parking.
View more Resorts in RawaiOpens in a new window

What's nearby

  • Chalong Bay - 5 min walk - 0.3 miles
  • Rawai Boxing Stadium - 7 min walk - 0.4 miles
  • Chalong Beach - 9 min walk - 0.5 miles
  • Rawai Beach - 5 min drive - 1.7 miles
  • Rawai Seafood Market - 5 min drive - 1.7 miles

Getting around

  • Phuket Intl. Airport (HKT) - 67 min drive

Restaurants

  • ‪Bad Guy Coffee - ‬8 min walk
  • ‪Art studio Romadon - ‬5 min walk
  • ‪Rossalim Pho Restaurant - ‬4 min walk
  • ‪Issan Classic Thai Restraunt - ‬7 min walk
  • ‪Chillihouse - ‬5 min walk

About this property

Mangosteen Ayurveda & Wellness Resort

Mangosteen Ayurveda & Wellness Resort features a full-service spa, an outdoor pool, and a gym. You can take advantage of free valet parking, along with an airport shuttle (available 24 hours) for THB 2600 per vehicle roundtrip. Multilingual staff at the front desk are standing by 24/7 to help with luggage storage, tours or tickets, and securing valuables. Other amenities at this spa resort include a sauna, a hot tub, and a meeting room.
32-inch flat-screen TVs come with cable channels and DVD players. Select Comfort beds sport premium bedding and bathrooms offer hair dryers and designer toiletries. Other amenities include sitting areas, refrigerators, and minibars.
An outdoor pool and a hot tub are on site. Other recreational amenities include a health club and a sauna.

The recreational activities listed below are available either on site or nearby; fees may apply.

The onsite spa has 4 treatment rooms including rooms for couples. Services include deep-tissue massages, Swedish massages, Thai massages, and facials. The spa is equipped with a hot tub, a steam room, and Turkish bath/hammam. A variety of treatment therapies are provided, including aromatherapy and Ayurvedic. The spa is open daily.

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Property amenities

Parking and transportation

  • 24-hour roundtrip airport shuttle on request for a surcharge
  • Area shuttle up to 6 km
  • Free beach shuttle
  • Shopping center shuttle (surcharge)
  • Limo/town car service
  • Free valet parking on site

Food and drink

  • A bar/lounge
  • A poolside bar
  • A restaurant
  • A swim-up bar
  • Snack bar/deli

Restaurants on site

  • Mangosteen Restaurant
  • The Pool and Bar Lounge
  • Wine Cellar

Things to do

  • Beach yoga
  • Full-service spa
  • Health club
  • Hot tub
  • Library
  • Outdoor pool
  • Pilates classes
  • Sauna
  • Scooter/moped rentals
  • Shopping
  • Steam room

Conveniences

  • 24-hour front desk
  • Gift shop/newsstand
  • Laundry facilities
  • Luggage storage
  • Safe at front desk

Guest services

  • Concierge services
  • Dry cleaning/laundry service
  • Housekeeping (daily)
  • Multilingual staff
  • Porter/bellhop
  • Tour and ticket assistance
  • Turndown service
  • Wedding services

Business services

  • Computer station
  • Meeting room

Outdoors

  • Barbecue grill
  • Beach towels
  • Garden
  • Picnic area
  • Pool loungers
  • Pool umbrellas
  • Terrace

Full-service spa

  • 4 treatment rooms
  • Aromatherapy
  • Ayurvedic treatments
  • Body scrubs
  • Body wraps
  • Couples treatment rooms
  • Deep-tissue massages
  • Detox wraps
  • Facials
  • Hot tub
  • Manicures/pedicures
  • Spa open daily
  • Steam room
  • Swedish massages
  • Thai massages
  • Turkish bath

Accessibility

  • No elevator

More

  • 1 floor
  • 28 buildings
  • Built in 2003
  • Designated smoking areas
  • Reception hall
  • Traditional architecture

Room amenities

Bedroom

  • Blackout drapes
  • Premium bedding
  • Select Comfort mattress

Bathroom

  • Bathrobes
  • Designer toiletries
  • Hair dryer
  • Private bathroom
  • Slippers
  • Towels provided

Entertainment

  • 32-inch flat-screen TV with premium cable channels
  • DVD player

Food and drink

  • Coffee/tea maker
  • Electric kettle
  • Free bottled water
  • Limited room service
  • Minibar
  • Refrigerator

More

  • Access via exterior corridors
  • Air conditioning (climate-controlled)
  • Connecting rooms available
  • Desk
  • Iron/ironing board on request
  • Laptop-compatible safe
  • Phone
  • Separate sitting area
  • Soundproofed rooms

Policies

Check-in

Check-in start time: 2 PM; Check-in end time: anytime
Minimum check-in age: 18

Check-out

Check-out before 11 AM

Special check-in instructions

This property offers transfers from the airport (surcharges may apply); to arrange pick-up, guests must contact the property 48 hours prior to arrival, using the contact information on the booking confirmation
Front desk staff will greet guests on arrival at the property
Information provided by the property may be translated using automated translation tools

Access methods

Staffed front desk

Pets

  • This property doesn't allow pets

Children and extra beds

  • This property doesn't allow children 11 and younger (only guests older than 11 are allowed)

Property payment types

Important information

Fees

You'll be asked to pay these charges at the property:

  • Deposit: THB 7000.00 per stay

These are all of the charges provided to us by the property.

Optional extras

These fees and deposits will be charged at check-in, check-out, or the time of service.

  • Airport shuttle fee: THB 2600 per vehicle (roundtrip)

This list may not be comprehensive. Fees and deposits might not include tax and are subject to change.

You need to know

Extra-person charges may apply and vary depending on property policy
Government-issued photo identification and a credit card or cash deposit may be required at check-in for incidental charges
Special requests are subject to availability upon check-in and may incur additional charges; special requests cannot be guaranteed
This property accepts credit cards, debit cards, mobile payments, and cash
Cashless transactions are available
Safety features at this property include a fire extinguisher, a security system, a first aid kit, and outdoor lighting
This property has outdoor spaces, such as balconies, patios, terraces which may not be suitable for children; if you have concerns, we recommend contacting the property prior to your arrival to confirm they can accommodate you in a suitable room
  • Check-in: 2 PM
  • Check-out: 11 AM
  • Minimum check-in age: 18
The front desk is open 24 hours a day. For convenient arrivals and departures, you can take advantage of the airport shuttle (available 24 hours), which is offered for a fee. Driving? This property offers free valet parking.

We should mention

Details about charges, deposits, or other important information:

  • This property is managed by a professional host. The provision of housing is linked to their trade, business, or profession.
  • This property has outdoor spaces, such as balconies, patios, terraces which may not be suitable for children. If you have concerns, we recommend contacting the property prior to your arrival to confirm they can accommodate you in a suitable room.
  • Charges for extra guests may apply and vary depending on the property's policy.
  • A cash deposit or credit card for incidental charges, as well as a government-issued photo ID, may be required at check-in.
  • Special requests are subject to availability at the time of check-in and can't be guaranteed. Certain requests may come with additional charges.
  • This property accepts credit cards, debit cards, mobile payments, and cash.
  • Onsite safety features include a fire extinguisher, a security system, a first aid kit, and outdoor lighting.
  • Cashless payment methods are available for all transactions.

Additional information about polices, regulations, and more:

  • Reservations need to be made in advance for massage services and spa treatments. Contact the resort at the phone number listed on your booking confirmation.
  • Connecting or adjoining rooms can be requested, but all rooms are subject to availability. Contact the property using the phone number on your booking confirmation.
  • There are no elevators.
  • No cribs or infant beds are available.

Property is also known as

Mangosteen Ayurveda
Mangosteen Ayurveda Spa
Mangosteen Ayurveda Spa Phuket
Mangosteen Resort
Mangosteen Resort & Ayurveda Spa
Mangosteen Resort & Ayurveda Spa Phuket
Mangosteen Resort Spa
Mangosteen Spa
Golden Tulip Mangosteen Hotel Rawai
Mangosteen Ayurveda Wellness Resort Rawai
Mangosteen Ayurveda Wellness Resort
Mangosteen Ayurveda Wellness Rawai
Mangosteen Resort Ayurveda Spa Rawai
Mangosteen Ayurveda Spa Rawai
Mangosteen Ayurveda Wellness
Mangosteen Resort Ayurveda Spa
Mangosteen Ayurveda & Wellness
Mangosteen Ayurveda & Wellness Resort Rawai
Mangosteen Ayurveda & Wellness Resort Resort
Mangosteen Ayurveda & Wellness Resort Resort Rawai

Frequently asked questions

Is a free cancellation option available at Mangosteen Ayurveda & Wellness Resort?

Mangosteen Ayurveda & Wellness Resort provides free cancellation on select room rates. For specific requirements, review the cancellation policy on Orbitz.

What's there to do within easy reach of Mangosteen Ayurveda & Wellness Resort?

This resort is situated in Ban Saiyuan (1) within a short 13-minute walk of Chalong Bay and also 17 minutes on foot from Chalong Beach. You'll also find Kata Beach and Rawai Beach within a short drive.

Is there parking available at Mangosteen Ayurveda & Wellness Resort?

Yes, valet parking is offered for free at the resort.

Is there a spa available at Mangosteen Ayurveda & Wellness Resort?

There is a full-service spa available for guests to enjoy and services include Thai massages, Swedish massages, detox wraps, and Ayurvedic treatments.

Does Mangosteen Ayurveda & Wellness Resort have a casino at the property?

No, Mangosteen Ayurveda & Wellness Resort doesn't have a casino.

Is there an indoor pool at Mangosteen Ayurveda & Wellness Resort?

No, this resort doesn't have an indoor pool; however, there are an outdoor pool and a hot tub.

What will couples enjoy most about a stay at Mangosteen Ayurveda & Wellness Resort?

This boutique resort offers many amenities for couples such as an ocean-view restaurant and an outdoor pool with some guestrooms featuring a private hot tub.

Does Mangosteen Ayurveda & Wellness Resort have a hot tub?

No, but guests can enjoy a sauna at this resort.

Does Mangosteen Ayurveda & Wellness Resort have a restaurant with a breakfast menu?

Yes, Mangosteen Ayurveda & Wellness Resort serves breakfast for a surcharge each morning at Mangosteen Restaurant.

Does Mangosteen Ayurveda & Wellness Resort allow pets to stay for free?

No, pets aren't allowed at Mangosteen Ayurveda & Wellness Resort.

Does Mangosteen Ayurveda & Wellness Resort have connecting rooms available?

Yes, this resort has connecting rooms you can book for your group event or vacation.

How close is the airport from Mangosteen Ayurveda & Wellness Resort?

The closest major airport to Mangosteen Ayurveda & Wellness Resort is Phuket Intl. Airport (HKT), which is 27.5 mi away (67 minutes by car).

Are there rooms with balconies at Mangosteen Ayurveda & Wellness Resort?

Yes, some guestrooms at this resort offer a balcony where guests can enjoy ocean and mountain views.

Does Mangosteen Ayurveda & Wellness Resort have a wedding venue?

There are wedding services available at Mangosteen Ayurveda & Wellness Resort if that's in your vacation plans.

Mangosteen Ayurveda & Wellness Resort Reviews

Reviews

8.6

Excellent

Rating 10 - Excellent. 11 out of 24 reviews
Rating 8 - Good. 10 out of 24 reviews
Rating 6 - Okay. 1 out of 24 reviews
Rating 4 - Poor. 2 out of 24 reviews
Rating 2 - Terrible. 0 out of 24 reviews

9.0/10

Cleanliness

8.6/10

Staff & service

9.4/10

Amenities

8.4/10

Property conditions & facilities

Reviews

Verified

10/10 Excellent

alessandro

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
if you are looking for a true place for a health retreat you can only enjoy and appreciate this resort.
Stayed 8 nights in Dec 2023
Verified

10/10 Excellent

Penny

Liked: Cleanliness, staff & service

Fabulous hotel, although may be

Fabulous hotel, although may be difficult for guests with disabilities to get around the hotel as there are quite a few steps from the main entrance into the hotel and getting to the rooms. Views are lovely and staff are friendly. Large rooms.
Verified

10/10 Excellent

Elaine

Liked: Cleanliness, staff & service

This hotel is an oasis! If you

This hotel is an oasis! If you want peace and quiet then this is the place for you. If, however you want nightlife and lots to do then give it a miss. We were exhausted and needed to rest and the Mangosteen fitted the bill perfectly. The staff were fabulous, the pool area was quiet, no worry about getting a sunbed - just perfect. The food was excellent (about uk prices) the spa excellent but a little pricey. All in all a great two weeks of perfect rest>
Verified

10/10 Excellent

Annabel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Beautiful relaxing hotel far from the bustle

Absolutely stunning hotel to stay at, beautiful staff, beautiful atmosphere and stunning place. Gardens, pool, restaurant etc are first class. Rooms are large and roomy with all thoughts catered to. Very clean and professional. This hotel is for people who want to relax and are not necessarily into night clubs and bars, etc. Though it is not far to anything in Phuket this hotel is removed from the hustle and bustle so it is a short ride to anything. The road in is atrocious but the hotel is worth it. Absolutely loved my stay here :-)
Verified

8/10 Good

Megan

Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service

Great Place, Customer Service Could Use Some Work

We stayed here for a few nights over Christmas in 2023 and loved the location, the gorgeous space including the view from our room, and the amenities like yoga and the pool. We did struggle on a few occasions with customer service. For example, during our Christmas Eve dinner, we asked for some water which the waiters were pouring for other customers and were told it was for the Ayerveda retreat members only and we could buy some bottled water (which was ridiculously expensive). Later, there was tea on the buffet where our dessert was laid out and I was told the same thing - only for some guests. These were both SUCH small and inexpensive things that cost the hotel nearly nothing to give us as guests (literally water and tea) but made us feel like we weren't "real" guests because we didn't sign up for their full package. Otherwise, it was mostly pleasant - the rooms are stunning and the pools are expansive. Yoga was nice although you must get there early for a good spot. The sweet resort kitty was a highlight for us too. We'd probably stay somewhere else if we came back because we didn't feel very welcomed here but it is a nice place to stay. Skip the holiday meals though - they were way overpriced and not very good on top of the poor customer service.
Stayed 3 nights in Dec 2023
Verified

10/10 Excellent

Dan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The best relaxing way to finish up our trip before the long flight back home. My concern with booking a night in the Rawai area to check it out. was that it would be too dirty of any area and have limited things to do. However, the Mangosteen, was just far enough at about a 10 minute walk from the busy street area to be a pleasant oasis of peace, and yet walkable to everything we wanted such as interesting restaurants and street shopping and things to do. The rawaii area is similar to the canguu area in Bali which is what my research found beforehand and I can verify was true. A lot of character with healthy restaurants and where many of the Americans and Europeans go to live. We walked to the nearby restaurant Red Duck for the best Thai food we had on our trip there and took the free shuttle bus to the Nai harn beach nearby for an additional half-day of swimming and shopping. We also took a 25 minute taxi ride to the Sunday walking market in old Phuket town and a five minute taxi ride to Rawai Beach for shopping and massages, as well as a 10 minute taxi ride to Rawai seafood market, where are you get to pick live seafood for them to cook at the restaurant across the street. The resort staff and food were amazingly nice and friendly and professional and always around whenever we needed them. There was absolutely no pressure to tip but whenever we did they gave a reaction of sincere appreciation which was nice, so don’t forget to tip a little something to their staff baggage
Verified

10/10 Excellent

Iman

Liked: Cleanliness, staff & service, property conditions & facilities
Gut geführtes Hotel. Tolles Service. Sehr professionelle Yoga Lehrer-(innen) Ayurveda Arzt ist sehr nett und erfahren.
Stayed 14 nights in Oct 2019
Verified

8/10 Good

Verified traveler

Liked: Cleanliness, property conditions & facilities, room comfort
Das Hotel ist definitv eine Empfehlung. Man sollte sich allerdings unbedingt vorab mit dem Hotel-Team und den vielschichtigen Angeboten auseinandersetzen, bevor man bucht. Wenn man die Wellnesspakete nutzen möchte umso wichtiger vorab. Vor Ort sind die Preise sonst nicht wirklich empfehlenswert und es wird ein anstrengender und mäßig guter Start in den Urlaub. Ansonsten sind alle Angestellten als auch Besitzer sehr freundlich und Hilfsbereit. Nur die Teams der Rezeptionen sind insgesamt nicht immer eine große Hilfe. Man muss vorab sehr genau wissen und bestimmt sagen was man möchte/braucht, dann funktioniert alles prima.
Stayed 7 nights in Jan 2019
Verified

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
We liked this hotel very much. It differentiates itself from the ordinary tourist hotel which just tries to satisfy the current trends. The rooms with the high ceilings gave us a feeling of a much bigger space. The pool is free of chlorine chemicals an little salty. Even after an hour of swimming the eyes don’t became red. The breakfast was prepaired partly to order. The displayed dishes are prepared in smaller portions and often replaced. Obviously this minimizes the waste of food. Only point of critics: The day to day variations should be according to the many dishes and fruits Thailand provides its guests. In seven days we had almost every day the same choices. There’s room for improvements. Overall this resort hotel is a place to come back.
Stayed 7 nights in Dec 2018
Verified

10/10 Excellent

Fung Kuen

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Relax stay in Rawai Area

The bungalow looks the same as the pictures in web. Setting of the room is comfortable for two persons. The shower is located at outdoor environment and safety. Our room rates included the breakfast. We loved to complete the breakfast as the start of a day. The swimming pool is not large but relax. Since we rented our car, we could reach beaches and points of interest easily.
Stayed 3 nights in Dec 2018
Verified

8/10 Good

Rene

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Super hôtel, bon restaurant mais cher
Stayed 6 nights in Feb 2018
Verified

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Quiet, clean, great food

Quiet resort, great rooms, a short walk to town; 10 minute shuttle to beautiful Nai Harn beach. Fantastic complimentary breakfast.
Stayed 5 nights in Feb 2018
Verified

8/10 Good

Vilhelm

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very nice resort - Very nice rooms - Great view - Nice hammock. The WI-FI connection is very bad, great possibility for improvement - Unfortunately I could not work at the resort. Had to go to small restaurant near by. Very bad road up to the entrance of the resort.
Verified

6/10 Okay

Andy

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Good resort, but expensive

When we arrived late at night the hotel said they had no record of our booking... There was one villa left so we had this and then next day they had found our records. Not a great start! The villa was nice and big (118) but the air condition was awful and they were doing work in the garden around us so we managed to be moved to another villa which was better. We had meals included as part of our package and the food is really nice although at times it did take a very long time to come. The buffets week nice. Drinks at the restaurant are really expensive, western prices. The resort is really lovely, with a great pool area and lots of sun beds.
Verified

4/10 Poor

Natasha

Disliked: Cleanliness, property conditions & facilities

Ok-ish

The staff at the restaurant and the staff in the morning were really nice but the night staff not so good. The hotel is not on the beach - the beach is 10 minutes with the shuttle bus and the bus runs only in the morning. The hotel is dead after 11pm. The jacuzzi smelled when in action. We took the slippers as we were leaving so as to remember the place. They called us from the taxi as we were leaving to ask us to pay for the slippers...
Verified

10/10 Excellent

Anne-Marie

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Très bel HOTEL Calme Charme

Superbe hotel avec personnel compétant Très bon restaurant
Verified

8/10 Good

Jasmine

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Lovely resort with a view

We stayed at the Mangosteen Resort for two weeks of bliss. The room was large with air con and a super room service daily. Ice brought to us each evening made the sunset hour relaxing on our deck with drinks, all round attention to detail and comfort was superb. We did encounter a plumbing problem midway in our stay but this was rectified very quickly with polite and helpful staff making the unforeseeable easy to deal with. Our view from our room was fabulous, pool amazing, friendly day staff with beautiful clean rooms.
Verified

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

Hotel très agréable, loin de la fureur de Phuket

Hotel très agréable, avec sa piscine et son bar. Le restaurant est très bon. Les chambres sont propres et confortables. Ne pas hésitez à louer un scooter pour faire le tour de la pointe sud de l'ile. Si vous cherchez un endroit calme et reposant, c'est l'endroit parfait.
Verified

4/10 Poor

Verified traveler

Disliked: Staff & service, property conditions & facilities, room comfort

お勧めできません

Gala Dinnerは値段がべらぼうで内容も最悪（過去にこのような経験はなかった） ビーチからも遠くて不便（近くにコンビニ等もなし）。
Verified

8/10 Good

Maud

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort

calme et verdoyant

a l’écart de la fureur de Phuket, cet endroit est reposant, la piscine très originale. Le personnel y est disponible et charmant. Idéal pour 2 ou 3 jours en début ou fin de séjour en Thaïlande.
Verified

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 8 nights in Feb 2024
Verified

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Verified

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort