Dear Mr. P., We are pleased to know that you enjoyed the comfort of your room, the excellent breakfast, and the ease of booking and online check-in as an Accor member. We also appreciate your positive comments on the cleanliness of your Deluxe Room and are glad that everything was spotless for your stay, even though we understand the lack of a sea view was a little disappointing. Regarding the THB 4,000 pre-authorisation, we would like to clarify that this amount was not charged to your card, but temporarily held as a security deposit. From the hotel’s side, the full pre-authorised amount was released on your departure date. Depending on the processing policy of your card-issuing bank and country, the amount may remain temporarily blocked before becoming available again. This release period normally takes up to approximately 14 days. We understand that this can be concerning when the amount is still showing on your card, and we appreciate your patience while the bank completes the release process. Thank you for sharing both the highlights of your stay and the point that caused concern. We hope to have the pleasure of welcoming you back for another comfortable stay in the future. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. S., It is always a pleasure to welcome you back, and even more so to know that your stay was fantastic once again. Your continued trust and affection for our resort mean a great deal to us. We are so happy that each return still feels special, and we very much look forward to welcoming you back to your Beach House again. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. C., We are pleased to know that you had a comfortable and relaxing stay with us, and especially that the friendliness of our team stood out during your visit. We also noted your scores for both arrival and departure. While your check-in experience was positive overall, your check-out score suggests there was still room for us to make the final part of your stay smoother and more seamless. We appreciate you highlighting this, and we will share it with our Front Office team for review. Thank you for spending your time with us, and we hope to welcome you back for an even more effortless stay next time. Warmest regards, Brett Wilson General Manager

Dear Ms. O., It is wonderful to know that such a short journey from Phuket Airport led to such an enjoyable staycation with us. We are particularly pleased that the friendliness and professionalism you experienced extended across our team — from our chefs to our managers — and that you felt special and well cared for throughout your stay. As an ALL Platinum member, your recognition means a great deal to us, and your comment that the whole Pullman team was “awesome” is one we will be very happy to share. We look forward to welcoming you back again. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Khun Thanapol, We are very pleased that our team could step in when timing became tight before your flight. Knowing that the quick support at check-out helped you reach the airport and catch your flight on time makes your feedback especially rewarding. Those are exactly the moments when responsive service matters most. As an ALL Gold member, we appreciate your stay with us and hope your next visit can end at a slightly more relaxed pace! Warmest regards, Brett Wilson General Manager

Dear Khun Kritsana, What a wonderful review for our team to receive. It is especially rewarding to see so many Heartists recognised individually. We will be delighted to share your appreciation with Khun Albert, Chaw, Mayty, Vegan, Bow, Mhan, Zee, Fran, Fahud, Orn and Nooring. We are also happy that you enjoyed spending time at M Bar — good snacks, drinks and a relaxed atmosphere sound like exactly the right combination for a peaceful Phuket getaway. Thank you for noticing the people behind the experience. Your recognition will mean a great deal to them. We hope to welcome you back for another relaxing visit soon. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. A., We are very pleased that the warm welcome from our team and the anniversary arrangement in your room helped begin such an important stay on A. positive note. At the same time, we are sincerely sorry that the bathroom odour became such A. significant disruption to your celebration. You were right to expect more after reporting the issue twice. Running water and using A. scented candle may have reduced the smell temporarily, but they did not address the underlying concern, and we fully understand your disappointment that an alternative room was not offered. A. wedding anniversary should be remembered for the celebration itself, not for an unresolved maintenance issue. Your feedback gives us an important opportunity to review both the technical handling of such concerns and the way we respond when the first solution is not effective. We appreciate that despite this experience, you still recognized the professionalism and warmth of our team and the thoughtful anniversary preparation. We hope we may have an opportunity to welcome you again and provide the comfortable experience that should have accompanied your special occasion from beginning to end. Warmest regards, Brett Wilson General Manager

Dear Khun Warangkana, A score of “100 out of 10” certainly made our day! We are delighted that everything from the location and facilities to your room and breakfast came together so well. Even more rewarding is knowing that the warmth and attentiveness of our team became the part of your stay that stood out most. As an ALL Silver member, we especially appreciate your confidence in choosing to stay with us and hope next time you will have the chance to explore lunch and dinner as well. We would be very happy to welcome you back. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. I., Your words about feeling like members of a loving family are incredibly meaningful to us. Celebrating a 30th wedding anniversary is a very special milestone, so we are delighted that the swan towels, petal bath and care from our team added something memorable to the occasion. We also loved reading about the lady who welcomed you at the airport. The fact that she set the tone from the very beginning — and that the same warmth continued throughout every interaction — is exactly the kind of guest journey we hope to create. It was a privilege to be part of such an important celebration, and we hope your next chapter of memories brings you back to our Beach House one day. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. C., We are so pleased to know that you had an awesome stay with us! A perfect score and such a simple, positive message mean a lot to the team. We hope the memories of your time at Naithon stay with you, and we would be delighted to welcome you back again for another great stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Khun Wannaree, It is lovely to know that so many different parts of your stay came together so well — from the view from your room and our facilities to the variety at breakfast. Most of all, we are pleased that the care provided by Pinky and Ton stood out. Their friendly and attentive service is exactly the kind of impression we hope our guests take home with them . We look forward to welcoming you back for another comfortable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. S., We are delighted to know that you had such an enjoyable experience with us from arrival through to check-out. It is wonderful to hear that you appreciated your Ocean View room, the comfort of the bed, the shower facilities and water pressure, as well as the fast Wi-Fi connection. We are also very pleased that our breakfast selection offered plenty of variety to suit different tastes and preferences. As an ALL Gold member, your recognition of the smooth and straightforward booking experience is especially appreciated. We are equally glad that our efforts to maintain a clean environment and care for the surrounding ocean were noticed during your stay. Thank you as well for your constructive suggestion regarding the addition of a Smith machine in the gym. We will be pleased to share this feedback with the relevant team for future consideration. Your perfect score and, most importantly, your intention to return mean a great deal to us. We very much look forward to welcoming you back for another memorable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. A., We are delighted to know that you had such a relaxing and enjoyable stay with us, surrounded by the beautiful scenery of Naithon. It is especially wonderful to hear that the friendliness of our team contributed to your overall experience. Your kind recognition of Angie at the Spa is greatly appreciated, and we will be very pleased to share your lovely feedback with her and the Spa team. We are grateful for your perfect score of 100/100 and hope to have the pleasure of welcoming you back for another memorable stay in the future. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Khun Salukchit, We are delighted to know that your experience with us was smooth and enjoyable from the very first day. It is especially encouraging to hear that you found our team responsive, the room facilities functioning flawlessly, and our cleanliness standards meeting your expectations. We are also pleased that our efforts toward sustainability and reducing waste were recognized and appreciated. Your perfect score of 100/100 is a wonderful encouragement to our team, and we sincerely hope to have the pleasure of welcoming you back for another seamless and enjoyable stay in the future. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. T., We sincerely appreciate the time and thought you put into sharing such a detailed account of your stay. More importantly, we appreciate the balanced and constructive way in which you expressed your concerns while still recognizing the aspects of the resort and our team that you enjoyed. Following your feedback, we have carefully reviewed the points you raised with the teams involved. Regarding the information surrounding your Platinum room upgrade benefit, we fully understand why the wording available at the time created a different expectation. While we were pleased to eventually extend an additional goodwill upgrade, we regret that the initial explanation was not clear enough and that the situation was not handled with the level of reassurance and acknowledgement you should have received. Your comments have been shared internally so that the information communicated to our guests is clearer and more consistent moving forward. Regarding the complimentary laundry benefit, we would also like to clarify that the benefit covers washing and ironing but does not include dry cleaning. Our Pullman Host had responded accordingly; however, we fully acknowledge that the communication and follow-up between our Reservations, Front Office, and relevant teams were not as prompt, clear, or seamless as they should have been. We sincerely apologize for the frustration and uncertainty this caused. The teams concerned have since been reminded of the importance of providing clear information, taking ownership of each request, and ensuring that proper follow-up is completed. We have also reviewed the delay in returning your laundry. We understand how confusing it must have been to learn that delivery had previously been attempted while the DND sign was on, particularly when the room was later serviced and there was another opportunity for the items to be returned. Your suggestion regarding leaving a note or proactively informing the guest that the laundry is ready is a very practical one, and this has been highlighted with the relevant teams as part of improving our internal coordination. With regard to your late check-out request and the information you had shared prior to arrival, including your birthday celebration, these details had already been recorded in our system and were known to the team. We have since spoken with the colleagues involved and understand that the question asked during check-in was intended as a reconfirmation rather than an indication that your previous communication had been overlooked. Nevertheless, we completely understand how the wording and manner of the question could have created exactly that impression. While we are pleased that you enjoyed the birthday cake, card, and welcome amenity, we recognize that true personalization also depends on how naturally and consistently the information is carried throughout the guest journey. We have therefore conducted further briefing, training, and role-play with the relevant teams to strengthen both our communication approach and service standards, so that future interactions feel more informed, natural, and personalized. We also reviewed your reservation at Vero. Your first name and surname had been recorded in the reservation; however, the way the booking was searched for and verbally reconfirmed created unnecessary confusion and understandably felt less professional than it should have. This has been addressed with the teams concerned, with stronger emphasis on accurate guest recognition and smoother communication between departments, particularly when we are already aware that a guest is celebrating a special occasion. Regarding the Wi-Fi, we have also noted your comments concerning both the ease of access and the speed of the connection. Our IT team has been informed and will review both areas carefully to identify where further improvements can be made. Reliable and seamless connectivity is an important part of the overall guest experience, and we appreciate you bringing this to our attention. We have also noted your comments regarding the wording used in some of our email communication, as well as the need for clearer information around where and how to request buggy service in certain areas of the resort. These may appear to be small details individually, but we fully agree that they contribute significantly to how smooth and polished the overall experience feels. More broadly, we would like to openly acknowledge your observation regarding communication and coordination. We have no intention of disputing this point. Our team genuinely cares and wants to deliver a warm and thoughtful experience, but good intentions must also be supported by consistent execution, clear procedures, and effective communication between departments. Your feedback has helped us identify precisely where those gaps appeared during your stay. While we cannot turn back time and change what happened, we can certainly learn from the experience and do better in the future. Your feedback has already resulted in further briefings and training with the teams involved to ensure that our standards are aligned not only in terms of procedures, but also in attitude, communication, and the way we care for our guests. We are especially grateful that you chose to share these points because you see potential in our resort and would consider returning. Your comments were thoughtful, fair, and genuinely useful to us, and we receive them exactly in the spirit in which they were intended — as an opportunity to improve. We sincerely hope to have the pleasure of welcoming you back to Pullman Phuket Arcadia Naithon Beach in the future. Should that opportunity arise, we will do our very best to provide you with a smoother, more personal, and more polished experience that reflects the confidence you have placed in us. Warmest regards, Brett Wilson General Manager

Dear Ms. W., What a wonderful review to receive. We are delighted to know that you and your friends were impressed with the resort from the moment you arrived until the moment you left. It is especially lovely to hear how much you enjoyed the Ocean View Villas and that the experience felt truly luxurious throughout your stay. Your kind words about the professionalism of our team, from Front Office to Housekeeping, mean a great deal to us and will be proudly shared with everyone. As an ALL Gold member, your loyalty is sincerely appreciated, and we very much hope to welcome you all back again for another memorable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Khun Sarunporn, It is lovely to know that you had a comfortable stay with us and that our team was able to respond quickly and assist when an unexpected situation arose. We are especially pleased to hear your kind recognition of Kaew and Thanya from Spa, as well as Nueri at M Bar. Knowing that Nueri proactively offered assistance before being asked is exactly the thoughtful service we always hope to provide. We also appreciate your feedback regarding the shower door and the door separating the bedroom and bathroom area. We are sorry that these did not function properly during your stay, and your comments have been shared with our Engineering team for further review and follow-up. As an ALL Gold member, your loyalty is sincerely appreciated, and we hope to have the pleasure of welcoming you back again for an even smoother and more enjoyable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. F., “Dreamlike” is such a wonderful way to describe your stay, and we are delighted to know that your time with us left such a memorable impression. We only wish your stay had not passed quite so quickly. As an ALL Platinum member, your loyalty is sincerely appreciated, and we very much hope your next visit will give you even more time to relax and enjoy our Beach House. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. Y., It is wonderful to know that you enjoyed the relaxed atmosphere of the resort, our beach access, swimming pool, room comfort, and especially the excellent service provided by our Housekeeping team. We are also pleased that the personal welcome from our Hotel Manager made a positive impression during your stay. As an ALL Gold member, your loyalty is greatly appreciated, and it is lovely to hear that you also recognized our sustainability efforts, particularly the use of biodegradable materials. We have noted your comment regarding the air conditioning and the humidity. Due to our tropical beachfront location, humidity can sometimes be higher, especially during the rainy season. Dehumidifiers are available upon request, and our team can also arrange one when the room condition requires additional support. We regret that this was not proactively offered during your stay and will reinforce this with the team as part of our Sai Jai approach to guest care. We hope to have the pleasure of welcoming you back again for another comfortable and relaxing stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager