We travelled with my sister in law's family and booked two rooms, one for 3 days and the other for 4 days, both with breakfast. I explicitly mentioned this to on check-in but they still messed it up. On day 4 after my sister in law's family checked out someone called asking me to check out as well and I told him that I booked 4 days and will check out tmr. Then half an hour later another lady knocked the door and I had to repeat the same words again. Later I found that my key card was not functioning and had to go to reception to re-activate it...next morning when we went for breakfast buffet I was told that breakfast not included in the booking, so I had to go to reception again. I showed the reception lady my Expedia booking on her request and she insisted that it's not in the hotel system and asked me to contact the "travel agent", excuse me??!! After over half an hour back and forth negotiations I finally got breakfast sorted but it completely ruined our last day in Phuket, and we almost missed the van to the airport due to the extra delay.
A few other problems: reception originally allocated two rooms in two different buildings for us which is ridiculous; not very responsive on call, I made 5 calls in total and 2 of them not answered; the cleanup staff not professional, forgot to refill the toothpaste once, and broke my wife's eyebrow pencil.
This is certainly the most terrible 5-star hotel that I have ever stayed!