In July 2005 we published an article entitled �Our Dream Hotel� in partial response to an oft asked question about the hotel we would design if given free rein and an unlimited budget.  Another frequent question is about our �favorite� hotel.  I have always been reluctant to choose one of the thousands of properties I have been privileged to visit during the last 25 years.  The thousands of hotels world-wide are special in many ways with many similarities and many differences and I had never been able or willing to identify one as my overall favorite.

On a recent trip to Thailand I was able to visit a property that may finally be that special, one of a kind, hands down winner that has eluded me for 25 years.  That special place is The Sarojin in Khao Lak, Thailand (www.sarojin.com).  

We did not help design The Sarojin; I wish we had.  We did not help train the staff; again I wish we had.   Frankly, I would like to find a way to take some credit for this unique creation.  Since I cannot do that, all I can do is what thousands of others have done: enjoy the serenity and outstanding atmosphere of The Sarojin. 

Several factors combine to make a visit to The Sarojin a very special experience.  

The beautiful and secluded beach location of the property makes an immediate and positive impact on the visitor.  Despite the seclusion, The Sarojin, is only an hour�s drive from the Phuket International Airport and is bordered by the world famous dive sanctuaries of the Similan and Surin Islands, five spectacular and adventurous rain forested national parks and stunning Phang Nga Bay renowned for its dramatic limestone islands and captivating sea cave canoe journeys. Three 18 hole golf course lie within an hour�s drive and although Khao Lak does offer some shopping and opportunity to buy holiday souvenirs if very extensive shopping is required, Patong, the major tourist centre in Phuket is less 1 hour and 45 minutes drive away.  

This combination of beauty and convenience is only the beginning, and actually is not unique; this part of Thailand abounds with natural beauty and plush resorts.   What make The Sarojin special?

On initial arrival, the visitor is struck by the way this man-made jewel seems perfectly positioned within the natural surroundings. The layout of the grounds and the architecture complement the natural beauty and enhance the serene atmosphere.  The guestrooms and suites are spacious and tastefully equipped with custom-designed furnishings and décor in total harmony with the overall theme, further complementing the image and atmosphere.

While this is esthetically pleasing, even uplifting, again it is not unique, and does not fully explain what makes The Sarojin that special place.  In my opinion the people are the key.

First is the number of employees; there are 245 employees at this 56-unit property.  For anyone familiar with hotel operations this number is significant.  An employee to guest ratio higher than 2 to 1 is extremely rare; for guests unversed in hotel staffing and operational standards, the numbers are insignificant and even meaningless.   What is significant to guests is the sense of gracious impeccable service and genuine hospitality that permeates each and every employee-guest interaction.

This intangible element is clearly evident to visitors even before arrival at the property.  Guests arriving by air are met at Phuket Airport by a knowledgeable and courteous employee of The Sarojin with an air-conditioned luxury vehicle stocked with cold refreshments and comfortable pillows.  Nothing that can make the one hour ride to the property a memorable and integral part of the total Sarojin experience is overlooked.

This attention to detail continues throughout the guests� stay, and is even more evident as the staff becomes familiar with the guests� preferences.  Rarely does a guest need to restate a request; the employees remember not only guest names, but all the other points that make a first time visitor feel like a long-time repeat guest.  A remarkable thing about The Sarojin�s service is the way the staff is able to deliver consistently personalized yet totally professional guest service with consistent attention to detail without being obtrusive.  In my opinion, management and staff have raised service to new heights at The Sarojin.

Most notable and very obvious is that the level of service is not only what management wants and demands; it is also what the entire staff wants and demands.  Achievement of this quality of service is certainly not easy, but The Sarojin employees do it so flawlessly it almost looks easy.  

A visit to this special place is like a step back in time to a more relaxed and slower paced era when gracious guest service was the norm.  The multinational staff is mostly Thai, but also includes Australian, German, Filipino, Japanese, and French, all led and assisted by British owners.  This merger of the European quest for perfection and the innate Oriental charm and hospitality has created a unique guest experience at The Sarojin that must be seen to be believed.