Rated 1 out of 5 by Hote1Inspector The Andaman – a ‘luxury collection resort’… you have got to be joking!?!?!
This hotel is so far removed from being categorized as a Starwood ‘luxury collection hotel’ it’s not even funny. Granted, the surrounding topography, vistas and naturalistic elements regarding the location of this hotel are extremely pretty as one would expect from the way this hotel is marketed. Alas, that is where the compliments end. There is absolutely nothing ‘distinguished’ or platinum ‘preferred’ about it whatsoever.
Upon arrival I attempted to check-in and was then asked to take a seat… I could just tell there were issues almost immediately. After almost 30 minutes of waiting, I was informed there was no room ready for us and would we please go and wait in the restaurant and get some breakfast whilst they attempt to get a room ready. Another hour later I head back to reception and then ask what is going on? We are then escorted to what can only be described as a dated, rather smelly, drab, dark wooded and mediocre standard room (no platinum upgrade). The bedside lamp was held together with electricians tape, the shower made a horrendous squealing noise when turned on. Bizarrely upon entry to the room a maintenance crew member joined us and commenced work on changing light bulbs in the bathroom whilst we were just unpacking?!?!?! There was no fruit replenishment, no complimentary newspaper and no platinum cocktail ‘happy-hour’ offering of an evening. Instead they sell this gimmick to ‘all’ patrons that depending on the temperature of the day that is the discount you get on your happy hour drink… that’s great, but that coupled with all of the above hardly makes regular, loyal Starwood travellers feel anything other than undervalued and unappreciated. Turn on any t.v. in a Starwood hotel and channel 1 will always go on and on about ‘personalization’ and ‘loyalty appreciation’ – at this hotel none of that exists whatsoever, no preferential treatment and no loyalty distinction whatsoever.
Let’s move onto the restaurants… I attempted to have lunch at the relaxed beachside decking area (Tepian Laut). Simple order of a tuna Melt… 10 minutes later I was informed there was ‘no tuna melt’. In fact the waitress went on to further add that they had ‘no breaded products available whatsoever’, thus ruling out all burgers, all sandwiches and all Panini’s (approximately 1/3 of their entire lunch menu – this was at 1pm!!!!). When I asked for a chicken wrap instead I was also told ‘no’. At this point I questioned the response and informed the lady that it was a tortilla, not bread per se, could she please double check with the manager? Five minutes later the waitress now confirms I could have the dish!!!
In an attempt to discover if this was a ‘one-off’ incident I went back to the same restaurant in the evening to try their local Malaysian dishes. I arrived at 8.45pm and despite the restaurant being only at approximately 20% cover capacity the maître de refused us a table for 2 as the restaurant was fully booked. Clearly, once again, I had to challenge this purely because the place was practically empty. Upon checking the reservation log-book the maître de was still holding tables that had reservations booked for 7pm (2 hours past their arrival time) and was quite happy to turn us away on that basis. The food was appalling… despite ordering starters they somehow decided to bring every single dish at the same time (1 hour later). There was fish bones in the prawn curry, the meat was extremely fatty on the lamb, only brought 2 rice dishes instead of 3, no plates on the table, the beer sizes are tiny so you have to order your drinks in advance otherwise you are left waiting for 20 minutes for a warm re-fill. This entire operation is poorly managed, the staff are all very nice as you would expect but they simply have not been trained to an acceptable standard. Upon complaining to the management, all I got was a nervous laugh and an offering of 10% off the bill.
The buffet was limited, offering the cheaper cold meats cuts, not the nice hams etc – always a quick way to see if a hotel is attempting to keep costs down. In addition I noticed that the pasta had already been pre-cooked!!! Its appearance was massively over-cooked, soggy, unappetizing and just screamed ‘stack it high, sell it cheap’… hardly ‘fine dining’.
- Beach bar toilets… no hand towels, had to you use toilet paper to dry ones hands. Hinges on the door were falling off… basically old and dilapidated.
- Wireless Internet connection terrible – forget trying to work whilst relaxing at this hotel.
- DVD collection – non-existent… only titles on offer were Lost, Midsummer Murders and CSI… hardly indicative as a DVD ‘library’ as they like to market it as.
- Bar staff pay no attention to customers – had to always ask for a drink, ask for olives, ask for nuts… too busy washing dirty glasses.
- Checking out of the hotel – zero cars available… had to wait over an hour for a car.
The harsh reality of this hotel is that despite its clever marketing on the internet and even upon arrival witnessing for myself the lovely vista location it doesn't take long to strip back the veneer and take a closer look at how this hotel is failing to meet the level of expectation that a Starwood luxury collection should be attaining. It was a real shame and the whole exotic experience was completely lost for me. The hotel has approximately 180 rooms and even having a 100% occupancy rate can never compensate as an excuse for how poorly trained and managed this hotel is. If you are purporting yourself to be a luxury collection offering then you simply must deliver upon that promise for fear of tainting all your other luxury collections – the vast majority of which are nothing short of excellent at Starwood.
April 4, 2013
Rated 5 out of 5 by surfski808 My new favorite resort in Asia
Thanks to Tasriff and his team for making my stay spectacular! I really appreciate the upgrade to the suite. It was stunning. I never did come across any cheeky monkeys during my visit by the way. The beach, the pool, the forest, the seclusion, the service, all top notch. I will most certainly be back in the future.
March 11, 2014
Rated 5 out of 5 by IgorMelb Excelent Hotel, Staff & Location - Great Holiday
Absolutely great property with amazing facilities, natural beach access 5 meters away from the pool.
Staff are very friendly, professional and attentive to details - they remember your name, what drink you like for breakfast etc...
Great selection of food both for adults and kids (some more spicy Malaysian would be good but for international travellers it's great).
So overall, a very well managed property, showing little age but highly recommended for someone looking for a quiet holiday.
July 26, 2013
Rated 5 out of 5 by Ashy17 Fantastic Hotel
Many thanks to Ann and her staff, especially Alias and Migat for thier hospitality, humour and great service. Nothing was too much trouble and was greatly appreciated by all of us.
Breakfast was great, many selections both Western and Malay. Every meal we had was enjoyable spent around great views and inviting staff.
I will not hesitate to stay here again with family and freinds (for a 3rd time). Keep up the great eco work the hotel has embarked on with the coral and recycling projects.
April 25, 2013
Rated 5 out of 5 by feliche A word - GREAT
Spent a night at Andaman and this was my very first visit. I heard so many good things about this hotel prior to my arrival. It was indeed a great one! Staffs were friendly and courteous. Room is clean and spacious, breakfast was superb and all special requests were well handled. I would love to stay in this hotel again after the renovation is completed. If you are looking for a place to stay for your trip to Langkawi, The Andaman should be your first choice. You will never regret....
September 3, 2013
Rated 5 out of 5 by Macca A tropical paradise
From the moment we stepped into the resort we knew that this was a special place.
As two retirees and products of a post war depression period we had never really been been inclined to indulge in 5 star accommodation. What a surprise.!!
Right from the start, the vivacious general manager, Anne Scott gave us a lovely aperitif welcome on the beachfront. Her style obviously flows over to her staff/ambassadors who continued the personal treatment throughout our stay.
This is a peaceful and idyllic place that offers relaxation, wonderful food,tropical vegetation and wildlife, plus really lovely staff who seem to enjoy their work.
We particularly enjoyed the day and night nature walks and the wellness activities.
Overall, a brilliant and special experience in one of the most beautiful parts of our planet.
June 4, 2012
Rated 5 out of 5 by uk33 Recent stay at The Andaman
- Rooms have a nice layout, bathrooms are spacious and modern. Rooms with connecting doors can be a bit noisy depending on the next door neighbours
- All three restaurants are excellent, the breakfast buffet is very good as well
- The setting in a rainforest is quite unique, really beautiful and remote as there is only one additional resort in that bay
- The facilites are nice - the gym is fantastic
- Last but not least: the staff is just great without exception, very friendly, helpful
September 4, 2012
Rated 5 out of 5 by Charlotte Wonderful relaxing weekend break
My husband and I just got back from a fantastic stay at the Andaman. We only managed two nights as a weekend getaway from Singapore and wondered how we didn't know about this spot before. The location is spectacular - the most beautiful beach I've been on and I've visited many! The ocean breezes we wonderful, the staff attentive but not obtrusive, the breakfast buffet was fantastic and other dining options were also great. We loved that you could have local food and the prices were reasonable for this level of hotel. I've already booked my return.
we really were amazed by the quality of the singer and band on Saturday in the lobby bar - I'm not sure if the sounds isn't good when it carries from the other reviews but the quality of this band was extremely high, we wished they could have played longer!
March 19, 2012
Rated 4 out of 5 Great location!
The hotel is beautifully located; gorgeous beach and warm sea on one side and lush tropical rainforest on the other. You can regularly see amazing wildlife; monkeys, flying lemurs and stunning bird-life. The rooms are lovely and the beds very comfy. We missed having a balcony, but understand the reasons why (the monkeys can get in!).
The food and drink here is fine and breakfast is excellent. The pool can be busy at times....so chill on the beach; there is loads of space and beds.
April 22, 2013
Rated 4 out of 5 by aus12 Beautiful relaxing hotel, building in need of some TLC
I absolutely loved the Andaman hotel, it is a beautiful setting, the staff couldn't have been better, and the facilities were great. It is let down a bit by the condition of the building/rooms, which need a bit of renovation, or even just a tidy up/closer attention to detail, to make it truly 5 star. For example, bins in the room look well used, lamp shade needed replacing, stains on the daybed. All small things but if improved would make a difference to the overall experience.
October 20, 2012
Rated 5 out of 5 by Brainwave Relaxing Hotel
The Andaman is nicely located away from the hustle of Langkawi .
All the staff were friendly and always helpful and we genuinely felt welcome
Food prices lower than expected for this type of hotel.
The beach is great even though the tide pattern was against us during our stay (high at night )
Renovations that were being done had no impact on our stay ,did not hear them.
It is good to see a hotel that does not rely on plastic and chrome glitter in the rooms, instead comfort.
September 11, 2013
Rated 5 out of 5 by CoeliacFamily Fantastic location, fantastic staff!
We had a wonderful stay here, with many thanks to Ariyanto, the F&B Manager, and all the chefs and staff, for looking after my Coeliac children so well! Gluten-free bread was baked each day for us, as well as gluten-free cupcakes at breakfast (a first experience for my children who usually don't enjoy breakfast as it is full of food they want but cannot eat). The location is outstanding but it is the well-trained and happy staff that make it a 5-star experience. Thank You!
June 1, 2013
Rated 2 out of 5 by gp05 Beautiful location, worn-down hotel
The hotel is in a stunning location with a wonderful beach and pool. The staff and service is friendly but often disorganised (drinks and food orders turn up 2 hours later or not at all, etc). However the main problem is that the hotel is very warn down and badly kept and that distracts from the whole experience. For example our shower was broken, there was mould on the bedroom roof, the windows didn't appear to have been washed in years - all in all, not good enough.
August 2, 2012
Rated 4 out of 5 by rmeda Decent hotel
We stayed in a deluxe rainforest room at the Andaman for 4 nights in May 2012. I was really disappointed with the interiors of the room, it looked really old and jaded. The rooms definitely need to be refurbished. We are vegetarians and were disappointed with the options available in the menu.The breakfast spread wasnt helpful either. On the bright side, the service was excellent! A special mention for the room service staff, they went the extra mile to please!
May 21, 2012
Rated 5 out of 5 by Tegan48 A holiday in Paradise
The Andaman continues to be a unique hotel in a unique location. Having been a loyal guest both for leisure and business over 14 years this property does not fail to deliver in any way.
For sure it is going through a transition and for the most part all very positive and it was good to see that investment in both the environment and the hotel are priorities.
The Andaman is very fortunate to have a wonderful staff throughout all of its departments
February 11, 2013
Rated 5 out of 5 Next to nature, proximity to beach
My family had a relaxing stay here, the nature sounds has a lulling effect, and the beach is so beautiful and clean. Appreciate the daily beach maintenance done by the staff. My kids also love the pool and its slide. The nature walk was interesting too. Also appreciate the DVD loans, as it is well stocked with up to date titles.
The food variety for breakfast can be improved, our favourites are the oat pancakes and waffles.
December 16, 2013
Rated 4 out of 5 by Thomas7125 It is a bit old
My expectation was a luxury hotel but I find the interior of my room to be a bit old. The wooden flooring seems to have flipped up a little near the entrace. Also, the liighting shades beside the are dirty. Other than that it is ok.
Also I find the surroundings of the hotel especially around the pool are not kept well. I understand its suppose to have some jungle feel but I do expect as a luxury collection hotel, it should have been kept a bit more more tidy..
Also, for the shower gels and shampoos. They are not replenished everyday after the room is cleaned. I had to call everynight to have it replenished. Imagine having gone to shower and found no shower gels to shower and had to wait 30 minutes or so before the shampoos and shower gel to arrive. Its irritating.
Also, the beach seems a bit dirty in the evenings with floating plastic bags.
January 14, 2013
Rated 3 out of 5 by CIndyCC V wellness core program has potential but currently needs improvement & integrated process
My girlfriend & I visited The Andaman especially to try the new V Wellness Core programs. It was my 1st time at the hotel & my friend's 3rd visit. I have visited other retreats in Australia & UK.
1. Hotel, restaurant & facilities - lovely but staff need training on how to serve/help wellness guests (e.g. offering heatlhy food & drinks menu, Spa welcome pack/person at check-in, billing/checkout was time consuming due to billing errors between departments).
2. Spa - V core program is only integrated within the Spa/Fitness centre/salon but not so much with the rest of the hotel (e.g. front desk & restaurant).
During our stay, we emailed detailed feedback to Anne, Jeff & team. I'd also met Adrian, Peter, Yani & Christina & provided feedback too.
I hope as more guests come for the wellness programs that they have a more integrated experience than us!
March 3, 2012
Rated 5 out of 5 by Isbrown Wonderful stay, wish it was longer
Very peaceful hotel with large comfortable rooms. Terrific staff - friendly and helpful. The hotel is nestled unobtrusively in the rainforest looking over the idyllic Datai Bay. Some of the rooms are a bit of a hike from reception, but that is a small price to pay. If you don't like the feeling of being 'trapped' in one place I suggest you rent a car at the airport. Alternatively the hotel has one you can rent. Can't wait to go back.
November 11, 2012
Rated 3 out of 5 by JLC2012 The staff need training
This hotel cannot just rely on the lovely natural environment. Room should all be properly checked before allowing guests to check in. Coffee machine not working, light bulb gone, drain in hand basin not working, toilet was smelly, bathroom did not have ventilation. Concierge is only good at organizing taxi or hotel cars but cannot recommend things to do or tours to join.
Staff from the engineering and concierge need training.
October 24, 2012
Rated 5 out of 5 by Cindy1976 A little piece of paradise
Friendly and hospitable staff, superb setting, exclusive sandy beach, the award-winning spa ( oh that 3.5 hours of Song of Malay rainforest ritual really took me to heaven... ), super good bargain Malay feast at Tel.. laut, very clean pools - these are all the reasons I'd recommend anyone who'd like to pamper themselevse in an exclusive setting ( 10-milion-year-old rainforest!!!) to book into this hotel when going to Langkawi.
February 24, 2013
Rated 3 out of 5 by Tomtom1978 Lack food hygiene and poor housekeeping/room service
First day we checked in there was no welcome basket fruits.
Complimentary drinking water was not replenished timely.
Housekeeping very careless. Of the 5 nights I stayed, only one night face towel was given. Subsequently was not given.
Our first and last breakfast buffet at the Restaurant was unpleasant as we saw flies on the food served. Many of the items were not covered properly I.e muffins, boiled eggs, smoked salmon etc.
December 31, 2012
Rated 2 out of 5 by Sarina Good hotel at a beautiful location but run down
Although the hotel is part of the luxury collection, it looks old and tired and needs refurbishment. The hotel staff put in a lot of effort to help with the group's requirement. Most of the amenities are very old fashioned and the building looks run down. Food was average and given that Malaysian food is reputed to be very tasteful, the hotel failed to meet the requirement. Also restaurant staff management was inorganized.
February 8, 2013
Rated 5 out of 5 by Booty Top class holiday for the family
Ten days over Christmas and New Year passed serenely and elegantly.
This was the happiest holiday as a family we have ever had.
The location is breathtaking and the range of opportunities is varied enough to sustain a trip of this length.
We were made most welcome by all staff and the GM, Anne Scott, was exceptional , accomodating all needs at a tremendously busy time of year. The energy of all the staff was clear to see.
January 4, 2013
Rated 5 out of 5 by Chrisyls This Hotel Best For Relaxing
My family were here for 4 days and my kids said that is not enough for them as they do enjoy your swimming pool, the comfort of the hotel room and most important is they enjoy their time at the Young Explorer Room as my husband & I were at the fitness doing our gym without worry about their safety. We are sure to be back to The Andaman next year for the relaxing beach and comfort of the hotel. All the staff are friendly.
December 16, 2012
Rated 5 out of 5 by tourcox Paradise
We loved the Andaman Hotel. Perfect location, quiet, idyllic, felt as if we were on a tropical island of our own. The food was excellent. The staff kind, attentive & friendly, very very ploite.
The beach was so relaxing. We ate on the beach & in the Hotel restaurant, the food was of a very high standard. We really want to return next year. The Hotel is a perfect get away. Loved seeing the monkeys & all the wild life.
June 6, 2012
Rated 5 out of 5 Great hotel for families and couples
Fabulous hotel, spa, and location, lovely friendly cheerful and helpful staff. Hotel hidden in the rain forest so that even from the beach you could barely see it. Only problem I had was music in communal areas outside and in. The only noise that was needed particularly outside was the fabulous noise of the sea and the animal life. I was told that some customers complain when the music is turned off. Sad but true.
August 19, 2013
Rated 5 out of 5 by Sowane Superb setting for relaxation
This resort and place is special. The service, setting, atmosphere, beach and facilities are outstanding. This is the place to go if you want to completely relax and receive amazing service and food. The resort has managed to create a haven between the wonderful soft sandy beach and the rainforest. There is a relaxed feel and the staff are highly professionally but friendly and they have personailities.
May 26, 2012
Rated 5 out of 5 by Tillietiger Wonderful Wildlife
I just wanted to rely back to you on the wonderful Macaque monkeys. Even though they are quite cheeky they made our experience at the Andaman unique. It was a pleasure spending time watching these very intelligent creatures.
I didn't want you to think I was complaining about them! They were a treat!
We were very lucky to have also see a couple of the dusky leaf monkeys too...wonderful.
February 12, 2013
Rated 4 out of 5 by Varunrajani Amazing place to spend a week in heaven
Brilliant setup and service. Had an amazing time for the week.
March 3, 2014