Dear Mr. L., What a lovely comment to receive. We’re very pleased that the peaceful atmosphere gave you the relaxing stay you were looking for. I’m also especially happy to know that the personal greetings during breakfast and Thursday cocktails made an impression — taking the time to connect with our guests is something I value very much. Thank you for the perfect rating. We hope to welcome you back again for another quiet and comfortable escape in Phuket. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. H., Thank you for sharing this with us. While I’m pleased that you enjoyed the view and atmosphere of the resort, I’m genuinely sorry that the room condition and the way the issues were handled left you disappointed. A broken door lock is already an inconvenience, but what concerns me more is that after resolving the problem, we did not follow through with the level of care or apology you reasonably expected. Fixing the issue is only part of the service — acknowledging the inconvenience properly matters just as much. I’m equally concerned about the brown water from the bathtub. This should not have happened, and your comments have been shared with our Engineering and Housekeeping teams for immediate review and follow-up. Thank you for being direct with us. Your feedback highlights not only a maintenance issue, but also a gap in how we responded to it, and both need our attention. We hope there may be an opportunity to welcome you back and provide the more polished and thoughtful experience you should have received. Warm regards, Brett Wilson General Manager

Dear Mr. L., Your review really made us smile — especially the part about our General Manager suddenly appearing around the resort to wave hello and check that everything is going well. We’re very happy to know that the professionalism and warmth of the team stood out throughout your stay. Thank you as well for your loyalty as an ALL Platinum member and for recognizing the effort our colleagues put into making the experience feel personal. We also appreciate your honest note about some areas of the property feeling a little dated. It’s encouraging to know that this did not take away from your overall comfort, but it is still valuable feedback for us as we continue looking at where improvements can be made. Most of all, thank you for recognizing the people behind the experience. Your words will mean a great deal to the team. We look forward to welcoming you back again. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. K., Thank you for sharing your experience so openly with us. I am pleased to hear that breakfast was a highlight of your stay, but I am genuinely sorry that other aspects left you disappointed, particularly given your loyal standing as an ALL Platinum member. I understand how frustrating it must have felt to arrive expecting an early check-in after advising us of your arrival time, only to wait until close to 2:00 PM. While early check-in is always subject to availability, we should have managed your expectations and communicated this with much greater clarity and care. Regarding the Executive Lounge, you are entirely correct that we do not currently have one. This is not something we have simply overlooked. Over the years, we have explored a number of possibilities, including a concept to transform our Banyan Tree Deck into a lounge. However, due to its direct ocean-facing position, the space would require a largely enclosed glass structure, which presents both architectural and practical challenges. We continue to explore suitable options, but we have not yet found a solution that feels right for the property and the overall guest experience. I am also sorry that the way your loyalty benefits were communicated did not leave you feeling properly recognized. This has been discussed with our Loyalty and Front Office leadership teams so that we can review not only how the benefits are explained, but also how consistently they are delivered throughout the stay. Your comment about the Kids’ Club concerns me equally. No guest should ever feel ignored or overlooked. We have shared your feedback with the Lifestyle Manager and the Kid's Club team to review what happened so that the necessary follow-up can be made with the team. While we cannot change what happened during this stay, we can take responsibility for learning from it. Your loyalty means a great deal to us, and I sincerely hope we may have another opportunity in the future to regain your confidence and provide the attentive and seamless experience you should have received from us. Warm regards, Brett Wilson General Manager

Dear Ms. W., This is such a special review to receive. Knowing that your stay changed the way you felt about returning to Phuket means more than we can say. We’re delighted that the Platinum recognition, the cocktail kit, the thoughtful postcard at breakfast and the overall care from the team all helped turn the experience into such a happy memory. A very special thank you for mentioning Albert as well. We’ll make sure your kind words reach him personally. And hearing that you’re already thinking of returning next October with your parents is probably the greatest compliment we could receive. We’ll be very happy to welcome you back and hopefully create another beautiful stay for your family. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. J., What a wonderful review to receive. We’re delighted to know that the cleanliness, food and service from our team all came together to make your stay feel so complete. A special thank you as well for recognising all of our Heartists — your kind words will be shared with the team with great pride. We also appreciate your feedback on our sustainable food initiatives. It’s an area we continue to develop, and your rating gives us a good reminder that there is still room to do more. We would be very happy to welcome you back again for another memorable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. J., Thank you for taking the time to write such detailed feedback. I’m sorry that your stay left you with such mixed feelings, particularly around the consistency of our service. What concerns me most is that some interactions made you feel uncomfortable or treated differently. Regardless of language, nationality or who is assisting, every guest should receive the same level of courtesy, attention and willingness to help. I have shared your comments with our Front Office and Recreation leadership teams so the situations you described can be reviewed carefully with the colleagues involved and followed up through coaching where needed. I also appreciate that you recognized the colleagues who made a positive difference, especially Mario, as well as the team around the lobby and buggy area. I will make sure your kind words reach them — it is exactly that genuine, attentive service that we want to deliver consistently across the entire resort. I have also noted your lower ratings for the room, cleanliness and arrival experience, together with your comment regarding Wi-Fi access. Even where no further detail was provided, we will use this feedback as part of our review. Thank you again for being very open with us. Your comments are important because service should never depend on which colleague a guest happens to meet. We have taken this seriously and will work with the teams to make the experience more consistent. We hope there may be an opportunity to welcome you back and leave you with a much better impression next time. Warmest regards, Brett Wilson General Manager

Dear Ms. M., We’re delighted to know that you enjoyed your stay and felt well looked after by our team. It is also lovely to hear that our efforts toward sustainability were noticed. This is an important part of how we operate, and your feedback is genuinely appreciated. We hope to have the pleasure of welcoming you back again soon. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. J., It is wonderful to know that you had such a comfortable stay with us and that the warm service from our team, the resort surroundings and breakfast all contributed positively to your experience. As an ALL Platinum member, we are especially pleased that the recognition extended during your stay, including the room upgrade and late check-out, was well received. Your perfect score means a great deal to the team, and we hope to have the pleasure of welcoming you back to Phuket again soon. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. K., It is lovely to know that the beautiful ocean view, resort landscaping, and the friendliness of our team left you with such positive memories. We are especially pleased that our Lobby and Breakfast teams contributed to an enjoyable stay. At the same time, we sincerely appreciate your constructive feedback regarding the reusable slippers, the shampoo and body wash dispensers, and the overall condition of some room materials. We are sorry that the dispenser mechanism was inconvenient to use, particularly when the locking direction was not clearly indicated. Your comments have been shared with our Housekeeping and Engineering teams for further review. Regarding your suggestion about a dehumidifier, we would also like to clarify that the hotel does provide dehumidifiers for our guests, with sufficient units available particularly for buildings directly facing the ocean where humidity can be higher. However, they are not automatically placed in every guest room and are normally provided upon request. In some cases, our Housekeeping team will also proactively assess the room condition and install one when they feel it is needed. In your case, however, we recognize that this was a missed opportunity to demonstrate our Sai Jai – putting our heart into everything we do and taking thoughtful care of our guests. We sincerely apologize that our team did not identify the humidity level in your room and proactively offer a dehumidifier to make your stay more comfortable. Your feedback has been highlighted with the team as an important reminder to pay closer attention to these small but meaningful details. We have also noted your feedback regarding the room rate after booking. Your comments are valuable to us as we continue looking for ways to improve both comfort and the overall guest experience. As an ALL Platinum member, your loyalty is greatly appreciated, and we hope to have the opportunity to welcome you back for an even more comfortable and enjoyable stay in the future. Warm regards, Brett Wilson General Manager

Dear Ms. K., We are very sorry that travelling around the resort with your parents felt so difficult and that several details during your stay added more stress than comfort. Although your room was located close to the lobby, we completely understand that the stairs and the wait for buggy transportation could still make getting around challenging, especially when travelling with older family members. We are sorry that the experience did not feel as easy or convenient as it should have. We were also concerned to read about the number of mosquitoes in your room before you had even opened the door. Our resort is set along the cliffside and surrounded by tropical rainforest, and during the rainy season, the higher humidity can naturally lead to an increase in mosquitoes and other insects. While this can be challenging to eliminate completely, we certainly understand how uncomfortable it can be. We will continue to keep a close eye on this and work closely with our pest control team to pay particular attention to guest rooms and surrounding areas during this period. Your concern regarding the absence of a double lock has also been noted, as feeling comfortable and secure in your room is very important to us. We appreciate your feedback about towels being delivered by hand as well. We understand your concern from a hygiene perspective and agree that the way these items are handled and presented is part of the overall guest experience. We are equally sorry that replies through the hotel messenger were slower than expected and that the Wi-Fi connection did not perform as smoothly as you would have liked. At the same time, we were pleased to see that you found most of our team kind, and we appreciate you recognizing their efforts despite the frustrations you experienced. Thank you for sharing these details so openly. They give us a much clearer understanding of what made the stay difficult for you and your parents, and where we need to pay greater attention. Warmest regards, Brett Wilson General Manager

Dear Mr. K., We are delighted to know that you had such a comfortable and relaxing stay with us, complemented by the beautiful setting of Naithon Beach. As one of our valued ALL Platinum members, it is especially rewarding to hear that you appreciated the services and benefits offered during your stay. Your kind words about our service mean a great deal to the team, and we are pleased that your overall experience was such a positive one. We look forward to welcoming you back to your holiday home in Phuket for another relaxing stay in the future. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. K., We are delighted to know that you and your family had such a comfortable and enjoyable stay with us and that our location, friendly service and warm hospitality helped make your visit so memorable. Your kind recognition of Albert, our Housekeeping colleagues and the restaurant team is greatly appreciated, and we will be pleased to share your compliments with them. It is also wonderful to hear that you enjoyed both our breakfast and your dining experience at Vero, including the quality of the food and friendly service. As one of our valued ALL Platinum members, it was a pleasure having you and your family with us, and we hope to welcome you all back again for another special Phuket holiday. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. K., Your review was such a pleasure to read, especially knowing that you and your family felt genuinely well looked after throughout the stay. I was very happy to see your kind words about Albert and the rest of the team. Knowing that our colleagues were responsive, attentive, and made your requests feel properly taken care of is exactly the kind of experience we hope to create. I am also glad that breakfast felt thoughtfully prepared and that the overall condition of the hotel left you with a positive impression. At the same time, I am sorry about the lizard in the room and the mark you noticed on the bathtub. As our resort is surrounded by a tropical landscape, small wildlife can occasionally find its way into the rooms, but we completely understand that this can be uncomfortable for guests. We have asked our pest control partner to recheck the area and reinforce the use of eco-friendly treatments to help minimize this as much as possible. We have also asked the team to inspect the bathtub carefully, as we understand why the mark you saw made you reluctant to use it. Your comment about Vero is also very useful. The atmosphere may have been enjoyable, but if the steak did not feel worth the price because of the tougher and sinewy parts, then we clearly missed the expectation that comes with both the restaurant and the pricing. I have shared this with our Culinary team for review. We also noted your point regarding the paid membership discount at check-out. You should not have to specifically ask for a benefit that is already applicable to your stay, and this is something we need to handle more carefully and consistently. Thank you for your perfect score and, more importantly, for being so specific about the small details that could still be improved. We are very grateful for your loyalty as an ALL Platinum member and hope to welcome you and your family back for another stay that feels even smoother from beginning to end. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Mr. S., It is wonderful to know that your honeymoon stay with us felt so special and memorable. We are delighted that your ALL Gold benefits, the room experience, and the honeymoon touches all added positively to your visit. It is equally lovely to hear that our team’s friendliness, breakfast, the peaceful atmosphere of the adults’ pool, and the beautiful views from the main pool all stood out. Thank you for choosing to celebrate such an important trip with us and for your perfect score. We hope the memories from Naithon stay with you both for a long time, and we would be very happy to welcome you back for another special stay in the future. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. L., Knowing that you would like to return with your parents is one of the nicest compliments we could receive. We are so pleased that you enjoyed the beautiful scenery, the kindness and service of our team, the convenience of our hotel app, and the food during your stay. It is wonderful to know that the experience left you wanting to share Naithon with your family next time. Whenever that family trip happens, we would be very happy to welcome you all and create another memorable stay together. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. P., We were very pleased to know that you had a comfortable stay with us and found the service smooth and effortless throughout your visit. It is also wonderful to hear that you enjoyed the view and, as a valued ALL Platinum member, felt warmly recognised and welcomed by our team. Thank you as well for your constructive comments. We have noted your feedback regarding the firmness of the pillows, and we also appreciate your thoughts on our sustainability efforts. We are glad that you valued our approach of avoiding unnecessary single-use items, while your comment that some amenities felt too fixed or less convenient to use is helpful for us to review. We also noticed your score for In-room Dining. If there was anything specific about the experience that could have been better, we would genuinely appreciate hearing more, as this would help our Food & Beverage team focus on the right areas for improvement. It means a lot to know that you would like to visit us again. We look forward to welcoming you back to Naithon and making your next stay even more comfortable. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Mr. L., We appreciate you sharing your feedback and are pleased to know that you enjoyed the peaceful atmosphere, privacy, and comfortable setting of our resort, as well as the convenience of being located near Phuket International Airport. As a valued ALL Platinum member, we are sorry that several aspects of your stay did not fully meet your expectations. We are particularly concerned to learn that you encountered a cockroach in your room. This is certainly not the standard of cleanliness we aim to provide, and your feedback has been shared with our Housekeeping and Pest Control teams for immediate review and follow-up. We also understand your comments regarding the need to use our buggy service. As our resort is built across a hillside with varying elevations, buggy transportation is provided to help guests move safely and comfortably throughout the property. Nevertheless, we understand that waiting for transportation can sometimes feel less convenient, and we will continue to review how we can make this service as efficient as possible. Your comments regarding Wi-Fi accessibility and connection speed have also been shared directly with our IT team for further review and improvement. Thank you again for your constructive feedback. We hope to have the opportunity to welcome you back and provide a more seamless and comfortable experience on your next visit. Warm regards, Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. S., We were delighted to learn that you enjoyed a friendly and comfortable stay with us. Your kind recognition of our team’s warm service and helpful assistance is greatly appreciated. It is also wonderful to know that our beautiful surroundings and tropical landscaping added something special to your experience. As a valued Platinum member, we are especially pleased that you enjoyed the benefits and recognition provided during your stay. We look forward to welcoming you back for another memorable visit. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach