Dear Marisa R, Thank you for taking your time to feedback on your experience. I am sorry that your experience did not meet your expectations, please allow me to express my sincerest apologies. Rest assured we value our elite level Le Club AccorHotels members and strive our best to offer services above the expectation. In regards to arrival experience, indeed we requested to recheck the number of your membership card. This was done to ensure that your loyalty points are credited to correct account. Also, as you mention, all guests are required to provide deposit blocked on credit card, covering the room charge, as well as any extra expenses. This is a mandatory deposit across all AccorHotels in the region, which does not serve only as room guarantee, but also gives you comfort of ability to settle any Restaurant/Bar consumption on departure. Please accept my sincere apologies if our team failed to clearly explain this process. In regards to your early departure, I would like to confirm that, as per condition of your booking, a 1 night cancellation fee is applicable. Your original booking with us was for 5 nights; you proceeded to check-out on 4th night, therefore our team charged 4 nights + 1 night fee as per condition of the reservation. We are indeed disappointed to know that your stay with us was not up to expectation. We would be delighted to welcome you back in the near future, so that we may have an opportunity to offer our usual high level of service. Warm Regards, Kirill M.

Dear pedroalbertom2016, Thank you very much for 5 star rating of our hotel. It is a pleasure to hear that you will be recommending our property! We look forward to welcoming you back to sunny Phuket in the near future, and please don't hesitate to also visit other ibis Erawan Thailand hotels in Bangkok, Hua Hin, Pattaya, Samui & Krabi. Warm Regards, Kirill M.