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

Dear Khun Benyapha, It is wonderful to know that you enjoyed the variety of experiences around the resort and felt that there was plenty to explore and enjoy over a longer stay. We are especially pleased that you found the room spacious and comfortable, with complete facilities and different room styles offering their own relaxing atmosphere. Your kind recognition of our Front Office team means a great deal to us. It is also lovely to hear how much you enjoyed breakfast, and we will be delighted to share your special thanks with Khun Jaew, Khun A, Khun Sai, Maji, Bai, Mo, Kaew, K’Dao and Patty. Your recommendation of the Steam Room is also sincerely appreciated. We hope to have the pleasure of welcoming you back again for an even longer and more relaxing stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. W., It is wonderful to know that you had such a comfortable and relaxing stay with us. We are especially pleased that you enjoyed our breakfast, fitness facilities, and the warm service from our team. As an ALL Platinum member, your loyalty is greatly appreciated, and your perfect score means a great deal to us. We look forward to welcoming you back again for another relaxing stay in Phuket. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. A., We are pleased to know that you enjoyed the location, beach, beautiful views, dining experience, and overall facilities of the resort. It is also wonderful to hear that you found everyone on our team special during your stay. At the same time, we sincerely appreciate your constructive feedback regarding the Fitness Centre and our buggy transportation service. Your comments about the need for additional training equipment, as well as greater comfort, accessibility, and privacy when moving around the resort, have been shared with the relevant teams for further review. We are particularly sorry that the transportation experience did not feel as friendly and convenient as it should have. As our hillside setting makes buggy transportation an important part of the guest journey, your feedback is valuable in helping us improve this experience. We appreciate you sharing both the positive aspects and the areas where we can do better, and we hope to have the pleasure of welcoming you back for an even more comfortable and enjoyable stay in the future. Warmest regards, Brett Wilson General Manager

Dear Mr. C., It is wonderful to know that you enjoyed our warm hospitality, friendly service, and the resort’s location for your holiday. We also appreciate your feedback regarding the Wi-Fi connection speed. This has been noted and shared with the relevant team as we continue working to improve the overall guest experience. Your perfect score means a great deal to us, and we very much hope to welcome you back again for another enjoyable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. E., We are pleased to know that you enjoyed our location, direct access to Naithon Beach, breakfast selection, and the warm and helpful service from our team. We are also delighted that Aom made a positive contribution to your stay, and your kind recognition will certainly be shared with her. At the same time, we sincerely apologise that the cleanliness of your room and the condition of the towels did not meet the standard you should expect from us. Your comment regarding towels smelling as though they had not been properly dried is particularly concerning, and this has been highlighted with our Housekeeping and Laundry teams for immediate review and follow-up. We are equally sorry to learn that your experience at ECHO Restaurant was disappointing. Your feedback has been shared with our Food & Beverage team so we can better understand where the experience fell short and identify the necessary improvements. While we are glad there were aspects of your stay that you enjoyed, we fully recognise that the room condition and dining experience affected your overall impression. We sincerely hope to have another opportunity to welcome you back and provide you with a more consistent and enjoyable experience. Warmest regards, Brett Wilson General Manager

Dear Ms. B., What a wonderful review to receive, and how special to know that after seven years, you chose to return to us for your honeymoon and introduce your husband to a place that means so much to you. We are delighted that the warmth of our team, the atmosphere of the resort, and your dining experiences — particularly at ECHO — made such a positive impression once again. Your lovely recognition of Pong, our Breakfast team, and Brett will certainly be shared with them. We also sincerely appreciate your honest comments regarding the condition of some areas of the hotel and the guest rooms. As you noticed, renovation work is currently underway, and your feedback reinforces the importance of continuing these improvements thoughtfully. We have also noted your score regarding ALL member recognition, as this is an area where we should ensure our loyal members feel consistently valued throughout their stay. Most of all, it means a great deal to us to hear that your husband has now fallen in love with this little corner of Thailand too. We hope this honeymoon visit becomes the beginning of many more returns together. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Khun Noparada, What a pleasure to read your wonderful feedback, and we are delighted to know that you had such a lovely and enjoyable stay with us. It is especially wonderful to hear that your room was clean and comfortable, and that the warm welcome from K.Pare, K.Mai, and K.Hukwang made such a positive first impression. We are also pleased that you enjoyed your dinner, particularly the Tom Yum and BBQ pork neck, and we will be very happy to share your kind recognition with Chef Ink. Your lovely comments for K.Orn, K.Sai, K.Jane, K.Jaew, and K.Adam at the juice station will certainly mean a lot to them as well. Knowing that so many members of our team helped make your stay memorable is truly rewarding for us. We hope to have the pleasure of welcoming you back again for another wonderful stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. E., What a pleasure to read your wonderful feedback, and we are delighted to know that you enjoyed your two-night stay with us. It is lovely to hear that the spacious resort, both swimming pools, beautiful coastline views, and the comfort of your room all contributed to such an enjoyable experience. We are especially pleased that the ocean view from your balcony made your stay even more memorable. Your kind words regarding the service mean a great deal to us, and we will be delighted to share your special recognition with Orn at ECHO Restaurant. As an ALL Platinum member, your loyalty is sincerely appreciated, and we very much hope to welcome you back again for a longer and equally enjoyable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Khun Sutanee, It is wonderful to know that you had such a positive experience with us and enjoyed both our location and the service provided by the team. We are especially pleased to hear that our Heartists were friendly and efficient throughout your stay, and that you also found the booking experience convenient and user-friendly. As an ALL Gold member, your continued loyalty means a great deal to us, and we very much hope to have the pleasure of welcoming you back again for another enjoyable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. M. D. L., “Five-star experience from start to finish” is such a wonderful compliment, and we are delighted that the beauty of the property and the overall stay left such a strong impression. Your perfect score means a great deal to our team. At the same time, we also noticed your lower ratings for sustainability and the loyalty programme. While no additional comments were shared, we genuinely appreciate these scores as they give us useful areas to reflect on and better understand where the experience may not have fully met your expectations. We are very happy that your stay overall was such a memorable one and hope to have the pleasure of welcoming you back to Naithon again in the future. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Khun Kornthip, What a wonderful review to receive. We are so pleased that the warmth of the welcome and the smoothness of your arrival made you feel genuinely valued from the very beginning. It is especially lovely to hear that the booking process was clear and easy, that everything was ready on arrival, and that the room, cleanliness and comfort all lived up to your expectations. Knowing that each step felt seamless is such a meaningful compliment for the teams behind the scenes as well as those you met face to face. Your special recognition of Front Office, the Welcomer team, Kids Club, ECHO team and K. Oil will be shared with great pride. We are delighted that their friendly, attentive and professional care helped make your stay feel so special. Thank you as well for your generous recommendation. It means a great deal to all of us, and we hope to have the pleasure of welcoming you back to Naithon again for another stay that feels just as effortless and memorable. Our Beach House – Your Holiday Home! Brett Wilson General Manager