Dear Ms. D., I am deeply sorry that your experience with us fell so far below expectations, especially while travelling with your 10-week-old baby. Reading about the discomfort and genuine concerns for your family's safety is extremely upsetting, and I completely understand your frustration. The excessive moisture and slippery flooring you described are simply unacceptable. You should never have had to take your own precautions just to feel safe in your room. Equally disappointing was our failure to respond to your message and the initial room allocation, which clearly did not take your family's needs into consideration. I have personally brought your concerns to the attention of our Engineering, Housekeeping and Front Office teams for a thorough review, with particular focus on room conditions, safety and communication. While I am pleased that your subsequent room was more comfortable and that our team treated you kindly, I fully recognize that this does not make up for the distress caused during those first two days. I would genuinely appreciate the opportunity to make things right. Should you consider returning to Phuket, please reach out to me directly so that I can personally oversee your arrangements and discuss a meaningful gesture of recovery to help restore your confidence in us. Above all, you and your family deserved to feel safe, comfortable and genuinely cared for throughout your stay. I am truly sorry we failed to deliver that experience. Warm regards, Brett Wilson General Manager

Dear Ms. Y., I am genuinely sorry that we let you down. You chose our resort expecting a relaxing holiday by the ocean, and instead, you left feeling disappointed with both the accommodation and the overall experience. As General Manager, this is particularly difficult to read, knowing that we failed to deliver the comfort and care you had every right to expect. I am especially concerned about the condensation affecting your ocean view, the mold in your shower and the safety of our walkways. These are not the memories anyone should take home from a holiday. I have personally shared your concerns with our Engineering, Housekeeping and Operations teams for a thorough review. Your feedback regarding our arrival, departure and service experiences also deserves our attention. I know your holiday has already come to an end, and I cannot turn back time or change what you experienced. What I can do is take responsibility for where we fell short and ensure that your feedback is used to make meaningful improvements. I wish we had given you a much happier experience and a reason to look back on your time with us fondly. Please accept my personal and sincere apologies for letting you down. Warmest regards, Brett Wilson General Manager

Dear B., What a joy to read such heartfelt feedback! Knowing that you felt genuinely welcomed, valued and wonderfully spoilt throughout your stay is exactly what our Sai Jai hospitality is all about. Your generous words about our team, especially Alfred, will be shared with great pride. We are also delighted that your loyalty as an ALL Gold member was recognised in a way that made your experience even more special. It means so much to know that you already see us as a place to return to time and again. We can't wait to welcome you back to your Phuket home away from home! Brett Wilson General Manager

Dear S., What a wonderful compliment to hear that we exceeded your expectations! The only thing we wish is that you could have stayed a little longer too! It means so much to know that we made your time with us so enjoyable, and we’d absolutely love to welcome you back for a longer stay next time. There’s always room for a few more beautiful days by the beach. Our Beach House Your Holiday Home! Brett Wilson General Manager

Dear N., So lovely to hear that you and your family had such a wonderful time with us! I’m especially happy to hear how well Eve, Albert, Mink and the Echo team looked after you. I’ll make sure your kind words reach them all. And it sounds like our sticky toffee pudding was a real hit with the family! It means a lot to have your continued support as an ALL Platinum member, and we hope to see you and your family back with us again soon. Our Beach House Your Holiday Home! Brett Wilson General Manager

Dear Ms. R., It’s lovely to know that your time with us for your friend’s wedding was such an enjoyable one. We’re so pleased that the room, facilities, breakfast and genuine care from our team all helped make the stay feel special. Weddings always bring such a lovely energy to the resort, and we’re glad you were able to relax and enjoy the occasion with us. Thank you as well for your feedback regarding ALL recognition. While we’re happy the stay itself was so positive, we do take note that your membership recognition did not feel as strong as it should have. I’ve shared this with our Front Office and Loyalty teams so we can look at how we make that experience feel more personal and meaningful. Most of all, we’re very happy to hear that you would happily stay with us again. We’d love to welcome you back for another beautiful Phuket escape. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear D., Three visits and counting! It’s always such a pleasure to welcome you back to our little corner of Phuket, and we’re delighted that you continue to find the peace and relaxation you come here for. Your lovely mention of Euro will certainly make his day! We’ll be sure to share your kind words with him and the entire team. It’s also wonderful that you noticed our weekly beach clean-up efforts, something we take great pride in as part of caring for our beautiful surroundings. We truly appreciate your continued loyalty and can’t wait to welcome you back for your fourth visit. Our Beach House Your Holiday Home! Brett Wilson General Manager

Dear Mr. T., What a lovely review to receive. We’re so pleased to know that the care and hospitality from Albert and the team helped make your stay such a memorable one. I’ll make sure your kind words are shared with them — recognition like this means a lot. It’s also great to hear that breakfast at Echo lived up to the reviews. Starting the day well is such an important part of a holiday, so we’re very happy it became one of the highlights of your stay. Thank you as well for choosing to stay with us as an ALL Gold member. We hope to have the pleasure of welcoming you back to our Beach House again for another relaxing Phuket escape. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. B., What a wonderful review to receive. We’re so happy that everything came together for such an enjoyable stay, from the easy access to the beach and nearby shops to breakfast and the friendly care from our team. Thank you especially for recommending us so warmly. Knowing you left with such a positive feeling about your time here means a great deal. We’d love to have you back with us again for another easy, relaxing escape by the beach. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. B., Three visits with us already — that really does mean a lot. It’s wonderful to know that you continue to enjoy the service, food and setting each time you return. There’s something very special about welcoming familiar guests back, and we’re so pleased that this stay once again felt enjoyable and easy. Thank you for choosing to come back to us. We’ll be very happy to welcome you home again for visit number four. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. M., What a pleasure to read your review, especially knowing that the quality of service and hospitality stood out so strongly throughout your stay. Your kind words about Albert and Orn will mean a great deal to them. Their professionalism and genuine care are exactly what we hope our Platinum members feel from the moment they arrive, and I’ll make sure your recognition is shared with both of them. We’re also delighted that you enjoyed the food, infinity pool, daily room care and Spa experience, and that our excursion team helped make exploring Phuket easy and enjoyable for you. Thank you for placing your trust in us and for recognizing so many members of the team. We’ll be very happy to welcome you back again for another memorable stay by Naithon Beach. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. Anis A., What a lovely way to experience your first stay with us — celebrating your birthday surrounded by nature and a little Phuket sunshine. We’re so happy to know that you enjoyed the atmosphere of the resort, the variety at breakfast and the care shown by our team throughout your stay. It’s especially nice to hear that the colleague who welcomed you at check-in made such a strong impression, even if you can’t recall her name. We’ll certainly share your kind words with our Front Office team. Thank you for choosing to celebrate such a special occasion with us. Knowing that you left feeling relaxed, well looked after and happy to recommend us means a lot. We hope this first visit is only the beginning, and we’ll be very happy to welcome you back again for another relaxing escape in Naithon. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. O., Four visits already — that means a great deal to us. We’re very happy that you continue to enjoy the comfort of the room, the food, Spa, pool, beach access and, most importantly, the warmth of our team. Knowing that you still want to return after several stays is one of the best compliments we could receive. Thank you as well for being honest about the ALL recognition. Even as a basic member, you should still feel acknowledged and valued, and your comment is a good reminder for us to make that recognition more visible and personal throughout the stay. We also noted your feedback on our sustainable alternatives to single-use plastics. This remains an area we continue to develop, and your rating shows us there is still more we can do. We look forward to welcoming you back for the 5th visit :) Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. Nur I. K., What a lovely review to receive, and we’re so happy that your birthday trip became such a special one with us. It’s wonderful to hear how much you enjoyed the genuine warmth of the team, from Front Office and the buggy team to Housekeeping. We’re especially pleased that the birthday room decoration and cakes added a little extra joy to the celebration. Your comment about some of our colleagues speaking Malay also made us smile — those personal connections can make a stay feel even more comfortable and familiar. Thank you as well for your very helpful feedback regarding halal food at breakfast. We completely understand how important clear labelling is, and your suggestion to identify halal items more clearly and expand the halal selection has been shared with our Food & Beverage team for review. Most of all, thank you for recognizing the sincerity of our team. That means a great deal to us. We’ll be very happy to welcome you back again — hopefully for another celebration in Phuket. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. A., This is such a lovely review to receive, and one that will mean a great deal to the team. We’re delighted that the setting, cleanliness, food and overall service all came together to make your stay feel so complete. A very special thank you as well for recognizing Mario and Sudarat. The fact that their warmth and attention made you feel genuinely at home is exactly the kind of personal connection we hope to create. It’s also wonderful to hear that the booking experience felt just as thoughtful, and that the membership recommendation proved genuinely worthwhile during your stay. Thank you as well for your sustainability suggestion regarding linen and towel changes. Giving guests more control over when these are replaced is a very practical idea, and we appreciate you raising it as we continue looking at ways to reduce unnecessary water and energy use without compromising comfort. Your words about returning again and again are probably the best compliment we could ask for. We’ll be very happy to welcome you back home to the Pearl of Naithon. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. C., Thank you for returning to stay with us for a third time and for being so open about your experience. I’m personally very sorry that this visit did not feel as special or as attentive as the stays you remembered from us before. Knowing that you were celebrating your 5th wedding anniversary makes this especially disappointing for me, because this should have been a moment where we made you feel recognized and genuinely cared for. I can understand how frustrating it must have been to make the same request several times and still feel that the occasion was not properly acknowledged. Even though something was eventually arranged, I appreciate that by then the moment had already lost some of its meaning. For that, I sincerely apologize. We also noted your comments regarding the room allocation, the absence of an upgrade and your request for a higher floor. While upgrades are always subject to availability, we should have communicated more clearly and made a greater effort to ensure you still felt valued as both a returning guest and an ALL Silver member. I have shared your feedback personally with our Front Office and Loyalty teams so we can look carefully at where the follow-through failed. Returning guests should never feel less recognized with each visit — quite the opposite. Thank you as well for mentioning the breakfast team. I’m glad their warmth and service still left a positive impression, and I will make sure your kind words reach them. You have trusted us three times already, and I’m sorry that this stay did not reflect the level of care you had come to expect from us. I truly hope we may have another opportunity to welcome you back and give you the personal, thoughtful experience we should have delivered this time. Warm regards, Brett Wilson General Manager

Dear Mr. H., Sometimes one night is enough to make leaving feel too soon — and we’re very happy that was the case for you. We’re glad the airport welcome and transfer made your late arrival easy, and that the room still worked comfortably for the three of you. It’s especially nice to hear that the facilities, service and breakfast left such a strong impression before you continued your journey south. Thank you as well for highlighting the easy access to Naithon Beach and the small local strip nearby. It’s one of the things we love about this location too. We only wish you could have stayed a little longer. Hopefully next time you can. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. S., What a lovely review to receive. We’re very pleased that the welcome from the moment you arrived helped set the tone for such a positive stay. Your kind words about the Hotel Manager are especially appreciated, and we’ll make sure your recognition is shared with him personally. Thank you as well for recommending us so warmly. Knowing that you left feeling satisfied and well looked after means a great deal to the whole team. We hope to welcome you back again for another luxurious and memorable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. S., We’re very pleased to know that the location, sea views and service all came together to make your stay such a memorable one. It’s especially nice to hear that the overall experience felt unique — that sense of place is something very special about our hillside setting above Naithon Beach. Thank you for the lovely feedback, and we hope to welcome you back again for another wonderful stay in Phuket. Our Beach House – Your Holiday Home! Brett Wilson General Manager