Dear Ms. L., It sounds like this stay brought you a lot of happy moments, and that’s lovely to hear. A big thank you as well for mentioning Wei Rong. We’re glad his warm personality and ability to assist in Chinese made a difference during your stay. I’ll make sure your kind words are shared with him. Hope we can welcome you back again soon for another feel-good stay in Phuket. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. L., What a lovely review to receive. We’re so happy to know that your family enjoyed the beautiful surroundings, breakfast and the warm service from our team. It’s especially nice to hear that your little one had such a wonderful time with us. Hopefully next time you can stay a little longer and enjoy even more of the resort together. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. Y., Thank you for taking the time to share your experience with us. We are sorry to know that several parts of your stay left you feeling disappointed, and we do appreciate the opportunity to look into your comments carefully. We have reviewed the room allocation with our Reservations team and confirmed that the booking was originally made for a Grand Deluxe Room, which was the same category provided during the stay. We are sorry, however, that the room location and outlook were not what you had hoped for, and we understand how this may have affected your overall impression. Regarding the cash deposit, we also understand how concerning it can feel when the amount does not appear back in the account straight away. The deposit was a pre-authorization hold rather than an actual charge, and the hotel released the blocked amount immediately after check-out. After that, the time taken for the funds to become available again depends on the issuing bank and local banking process, which is normally within 14 days. Your comments regarding the Wi-Fi connection, buggy waiting time, and the check-in and check-out experience have also been shared with our Front Office and IT teams for careful review and closer follow-up. For the toothbrush, this is available complimentary upon request rather than being placed automatically in the room, as part of our sustainability efforts to reduce unnecessary single-use items. We are sorry that this was not explained more clearly during your stay. Thank you again for sharing these details with us. We value your feedback and will use it to improve both our communication and the overall guest experience. We hope to have the opportunity to welcome you back and provide you with a smoother and more comfortable stay in the future. Warmest regards, Brett Wilson General Manager

Dear Ms. D., Thank you for sharing such useful feedback with us. We’re pleased that you enjoyed the location and sea view, but we’re sorry that several details did not meet expectations. Your comments regarding the room humidity and sofa condition, the communication around room readiness, and the lunch service have all been shared with the relevant teams for immediate review and follow-up. We especially appreciate you pointing out the arrival communication, as this is an area where a smoother and more proactive experience can make a real difference. We hope to have the opportunity to welcome you back and provide a much more polished stay next time. Warmest regards, Brett Wilson General Manager

Dear Ms. H., We are very pleased to know that you had a relaxing stay and enjoyed the overall atmosphere of the resort. We have taken your comments regarding the internal transportation, shower temperature and room humidity seriously. These have already been shared with the relevant teams for immediate checking and follow-up, as we want to make sure the points you raised are properly reviewed and improved where needed. Thank you for taking the time to share such useful feedback with us. We hope to have the opportunity to welcome you back for an even more comfortable stay next time. Warmest regards, Brett Wilson General Manager

Dear Ms. L., Thank you for sharing your feedback with us. We are sorry that the service did not fully meet your expectations. Please be assured that our Housekeeping team is expected to provide the same level of care and attention to every guest, regardless of gratuity. Your comments have been shared with the relevant team for review and follow-up, as we want to make sure the service experience is consistent and thoughtful throughout every stay. We appreciate your feedback and hope to have the opportunity to provide you with a better experience in the future. Warmest regards, Brett Wilson General Manager

Dear Ms. Y., We’re glad to know you had a good stay overall and that you would consider returning to stay with us again. We have taken note of your comments regarding the insects, the slippers in the wash area, and the missed request in the room. Our Pest Control team has also been informed and will follow up accordingly, while the other points will be reviewed with the relevant teams to improve both comfort and safety. Thank you as well for mentioning the driver who assisted with your luggage. We will do our best to identify him and pass along your recognition. We appreciate your great score and hope to make your next stay even better. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. Y., We’re very pleased to know that you enjoyed the pool and felt well looked after by our team. Thank you as well for your feedback on breakfast and Wi-Fi speed. These points have been shared with the relevant teams for review, as we continue working on the details that can make the overall stay feel even smoother. We hope to welcome you back again for an even better experience next time. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. Y., We appreciate you sharing your experience with us. While we are pleased that there were positive aspects to your stay, we are sorry that the humidity in the room affected your comfort. Due to our natural hillside setting surrounded by tropical greenery, humidity can be more noticeable during Phuket’s rainy and monsoon season. That said, we are very aware of this challenge and our team continues to work closely on preventive measures and room conditions to minimize its impact as much as possible. Your comments regarding the room location have also been noted and will be shared with the relevant team for review. We hope to have the opportunity to welcome you back and provide a more comfortable experience in the future. Warmest regards, Brett Wilson General Manager

Dear Mr. Z., We are very sorry to learn that, although you liked the hotel itself, the service you received left such a disappointing impression. Your comments regarding the service attitude and communication of our team are taken very seriously. As we would genuinely like to understand what happened and use your feedback for meaningful improvement, may we kindly ask if you could share a little more detail about the specific interaction or behaviour that made you feel uncomfortable or was not handled appropriately? Knowing exactly what happened, where the interaction took place, or what could have been communicated differently would help us address the matter more accurately with the team concerned and prevent a similar experience in the future. We have also noted your comments regarding ease of access and connection speed, and these points will be shared with the relevant teams for further review. We sincerely regret that your stay did not reflect the warm and attentive hospitality we aim to provide. Thank you for being honest with us, and we would truly appreciate any additional detail you may be willing to share. Warmest regards, Brett Wilson General Manager

Dear Mr. L., We are very pleased to know that you had such a comfortable stay and that the location worked well for you. Thank you for your generous score and for sharing this lovely feedback with us. It is always encouraging to know that a guest simply felt relaxed and at ease during their time here. 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 Mr. P., We are very pleased to know that you had such a comfortable stay with us and enjoyed the beautiful views, extensive breakfast selection and the facilities throughout the resort. Thank you as well for your kind words about our team. Knowing that their friendliness, attentiveness and warm smiles stood out during your stay is especially meaningful to us. We also appreciate your comment about our more secluded location. While Naithon Beach is a little removed from the busier parts of Phuket, many guests enjoy the peaceful atmosphere and natural surroundings that come with it, and we are glad this setting still contributed positively to your overall experience. Thank you for your perfect score and for sharing your experience with us. We hope to have the pleasure of welcoming you back for another relaxing stay in the future. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. W., Thank you for taking the time to share your feedback with us. We are sincerely sorry for the inconvenience you experienced during your stay. It is clear that there were moments where communication and coordination between our teams were not as smooth as they should have been, and we fully understand how this could have made your stay feel uncomfortable and less seamless. We also appreciate your comments regarding the communication of our sustainability practices, particularly the information related to in-room amenities. Your feedback is helpful and will be shared with the relevant teams for further review and improvement. Thank you again for bringing these points to our attention. We regret that some aspects of your stay did not meet expectations and hope to have the opportunity to welcome you back for a more comfortable and well-coordinated experience in the future. Warmest regards, Brett Wilson General Manager

Dear Ms. W., Thank you for sharing your experience with us. We are pleased to know that you enjoyed the peaceful surroundings and beautiful sea views, and that the overall service left a positive impression during your stay. Your kind words about our Front Desk team are especially appreciated. It is lovely to hear that their attentive care stood out, and we will be very happy to share your feedback with them. We also understand your comment regarding the location being a little removed from the busier areas of Phuket. We are glad, however, that the natural setting and atmosphere still made your stay an enjoyable one. Thank you again for your generous score. We hope to have the pleasure of welcoming you back for another relaxing stay in the future. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. L., Thank you for sharing such thoughtful and balanced feedback with us. We are pleased to know that you enjoyed the location, the infinity pool, Naithon Beach and especially our breakfast, which clearly became one of the highlights of your stay. At the same time, we are sorry that several details did not feel as comfortable or seamless as they should have. Your comments regarding the buggy response time at check-out, the comfort of the bed and pillows, the noise from the toilet, and your dining experience have all been noted and will be shared with the relevant teams for further attention. We also appreciate your suggestion about adding more activities for children around the pool. Feedback like this is very helpful, particularly for families, and we will certainly pass it on for future consideration. Thank you again for your generous score and for helping us understand both what worked well and where we can do better. We hope to have the opportunity to welcome you and your family back for an even more enjoyable stay next time. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. H., Please accept our sincere apologies for the disappointment you experienced during your stay. We have carefully reviewed your comments, and there are three particular areas we would like to acknowledge and address. Firstly, regarding the children’s ice cream benefit, we are very sorry that you were unable to redeem it before your departure as the outlet had not yet opened. While this was related to the operating hours, we recognize that our team should have explored an alternative solution rather than simply advising that the benefit could not be used. This was a missed opportunity to demonstrate our spirit of "Sai Jai" – putting our heart into everything we do and in the way we care for our guests. Your feedback has been clearly highlighted with our team as an important learning point, reminding us to show greater thoughtfulness and flexibility in similar situations. Secondly, we sincerely apologize for the disturbance caused by team members using motorbikes around the resort. All relevant departmental leaders have been reminded to strictly reinforce our safety and operational standards. When approaching guest areas, our team members are expected to slow down, stop when necessary, and always give priority to guests walking through the resort. Your feedback has been very valuable in reminding us that both safety and consideration must remain at the forefront of our daily operations. Thirdly, regarding the toothbrush, we are sorry for the misunderstanding and miscommunication. In line with our sustainability approach, toothbrush amenities are available upon request rather than being automatically placed in the room. The toothbrush we provide is an eco-friendly amenity suitable for both adults and children, rather than being separately designated by age. We regret that this was not properly explained at the time and that our team did not assist you more clearly with your request. We are also sorry that the ocean view from your room did not meet your expectations and that the overall room experience was disappointing. We fully understand how important the view can be when specifically booking an Ocean Room, and your comments regarding the room layout and surrounding landscape have been shared with our Rooms team for careful review. While we cannot turn back time and change what happened during your stay, we are sincerely sorry that even a single night of your journey with us was not as relaxing, enjoyable, and memorable as you had hoped it would be. We fully understand that every night of a holiday matters, and we deeply regret that we were unable to provide the experience you deserved on this occasion. We sincerely hope that, should your travels bring you back to Phuket in the future, we may have the opportunity to restore your confidence in us and provide you with the thoughtful and enjoyable stay you originally expected. Warmest regards, Brett Wilson General Manager

Dear Mr. W., We are delighted to know that your stay left you with such a positive impression. Your simple but lovely words, together with a perfect score, mean a great deal to our team and tell us that your time in Naithon was an enjoyable one. 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. W., It is wonderful to know that your stay left such a positive impression. We are delighted that you enjoyed the beautiful surroundings and, most importantly, the warmth and service of our team. Your simple words — good environment, good people, good service — are such a lovely compliment and mean a great deal to everyone here. We hope to have the pleasure of welcoming you back to Naithon again for another memorable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. X., Your review is such a lovely reflection of the warmth and care you felt throughout your stay, and we are delighted to know that every interaction left such a positive impression. It is especially wonderful to hear about the Chinese-speaking colleague at Front Office who made you feel so welcome. Even without her name, we will be very happy to share your kind recognition with the team. We are also so pleased that the birthday cake arranged for your family member came as a happy surprise — those little moments are exactly the kind of memories we hope to help create. We are glad that the late check-out added a little more comfort to your departure, and your perfect score for our sustainability efforts is equally appreciated. Knowing that you plan to share your experience on social media and recommend us to others is a wonderful compliment. We hope it will not be too long before we can welcome you and your family back to Naithon for another memorable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager