The Magic Is Made by People
Marco Piras smiles before he finishes his sentences.
It’s the smile of someone who truly understands hospitality. A father, a husband, and a hospitality professional, Marco travels the world with his wife Cristiana and their six-year-old son, Francesco.
The family comes from Olbia, a seaside town in northeastern Sardinia, right at the gateway to Italy’s famous Costa Smeralda “the Emerald Coast” a name that feels just as fitting in Thailand, where Phuket shines with its own kind of emerald beauty.
“We travel a lot,” Marco says. “Europe, the United States, the Caribbean, Asia. But this was one of the first times my whole family was already looking forward to coming back. We rebooked immediately.”
What made the difference wasn’t just the modern design of OZO Phuket, though Marco noticed that straight away. “The building is amazing. It’s modern,” he says. “But it’s the atmosphere. The team. The smiles.”
From the very beginning, it was clear. “We felt completely at home. I think Italians and Thais share something in common, maybe it’s the smiles.”
Traveling as a family, especially with a young child, changes everything. Little Francesco has faced health challenges over the years, and Marco and Cristiana are careful when choosing where to stay. Safety, support, and responsiveness matter deeply. At OZO Phuket, they found exactly that.
“Last year we had an issue, and it was fabulously managed by the team,” Marco recalls. This year, when help was needed again, the response was immediate. “I counted on my phone, in 12 minutes, the doctor was here. Sometimes in my country, even an ambulance doesn’t arrive that fast.”
That reassurance allowed the family to relax and truly enjoy the holiday. OZO Phuket feels thoughtfully designed around real family life. “The environment, the way the building is laid out, the pool toys for the kids. You have everything you need,” Marco says.
With family-friendly spaces, a safe and welcoming atmosphere, and easy access to beach days, boat trips, or simply slowing down together, everything falls naturally into place.
“And when you come back to OZO,” he adds, “everything outside disappears. It’s magic.”
As a CEO and hospitality operator himself, Marco knows that true service can’t be forced or programmed. “Genuine warmth isn’t something you can fake,” he says. “You either have it inside you, or you don’t.”
What impressed him most was the consistency. “From the top manager to every staff member, everybody is smiling. It doesn’t matter what task they are doing.”
For Marco, that’s the heart of OZO. It’s not about formality or luxury. It’s about ease, warmth, and energy. A place where families feel safe, kids feel free, and parents can finally switch off.
Or, as Marco’s experience perfectly sums it up: you unpack fast, relax easily, and let the good vibes take over.
Story: Sue Rattanamahattana • Photography: Sirawitch Teepapal
ABOUT HEARTMADE
Created to celebrate the 60th anniversary of ONYX Hospitality Group, Heartmade is a series of heartfelt stories inspired by the people who make every stay memorable, from dedicated team members to cherished guests across Amari, OZO, Shama, Oriental Residence, as well as our spa and dining brands.
Through personal memories, meaningful connections, and moments of genuine care, the series celebrates the warmth and spirit of hospitality that have brought people together for six decades. Stay tuned for more inspiring stories from the Heartmade series.
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