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

Dear Cheng Z., It is lovely to know that the beautiful location, scenery, breakfast and warm service from our team all came together to make your stay such an enjoyable one. We are especially pleased to see your perfect score for our team and your comment that you were happy with every member you encountered. That is a wonderful compliment, and one we will be very proud to share with everyone. At the same time, we were concerned to read your comment regarding the cleanliness of the water. As no further detail was provided, it would be very helpful for us to understand where you noticed this, so we can follow up with the right team and investigate it properly. Thank you for sharing both the highlights and the area that caught your attention. We are delighted that your overall experience was such a positive one and hope to welcome you back to Naithon again. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Ms. M., What a lovely review to receive. We are so pleased that the beautiful scenery and the care from our team made your stay such an enjoyable one. A special thank you for mentioning Keena at Front Office. We will be very happy to share your kind words with her, and we know it will mean a great deal to know that her thoughtful service stood out during your stay. We also noticed your score for the Fitness Centre and appreciate you sharing it with us. While no specific comments were provided, we will keep this in mind as we continue looking for ways to improve the experience in this area. It was a pleasure having you with us, and we hope to welcome you back to Naithon again for another beautiful stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. Z., Your lovely comments about the views and breakfast are such a pleasure to read. We are delighted that you found your stay to be excellent value and that the pool views, together with the variety and flavours at breakfast, added something special to your time with us. We were especially happy to see your recognition of our shuttle drivers. Their warmth and enthusiasm are such an important part of the experience around our hillside resort, and we will be very pleased to share your kind words with the entire team. It means a great deal to know that so many little moments came together to leave such a positive impression, and we hope to have the pleasure of welcoming you back to Naithon again. Our Beach House – Your Holiday Home! Brett Wilson General Manager

Dear Mr. X., We are delighted to know that Pullman Phuket Arcadia Naithon Beach was the perfect first stop for your Phuket journey. It is wonderful to hear how much you enjoyed the panoramic views of Naithon Beach from your upgraded room, along with our extensive breakfast selection and freshly prepared dishes. As one of our valued ALL Platinum members, we are especially pleased that your overall experience was such a positive one. At the same time, I am sorry that your meal at Vero did not reach the same standard, particularly the pizza and side dishes which you found bland and unremarkable. Your feedback has been shared with our culinary team, as consistency in both flavour and quality is extremely important to us. We appreciate your candid feedback alongside your generous score and hope to have the pleasure of welcoming you back, with an even better dining experience next time. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. Z., It is wonderful to know that our location close to Naithon Beach made your stay so convenient and enjoyable. We are also very pleased that the warm welcome from our team and the breakfast stood out so positively. Your kind words will be happily shared with everyone. Thank you for your generous score and lovely feedback. We hope to have the pleasure of welcoming you back to Naithon again for an even more memorable stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Mr. W., It is wonderful to know that you had a good stay with us and enjoyed the beautiful scenery, plentiful breakfast, and the little birthday surprise prepared by our team. We were also pleased to read your kind words about our Front Office, pick-up and drop-off, and minibar teams. I will make sure your compliments are shared with them. At the same time, your comments regarding the cleanliness around the maintenance area and the Wi-Fi experience have been noted carefully. The maintenance area should never detract from the overall impression of the resort, and we have shared this with the relevant teams for closer attention. We are also following up on the ease of Wi-Fi access and connection speed, as we understand how important a smooth and reliable connection is during a stay. Thank you for sharing both the highlights and the areas where we can do better. We hope to welcome you back to Naithon again and provide an even more seamless experience next time. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Mr. Y., We were delighted to know that you had such an enjoyable stay with us. It is wonderful to hear that you were especially impressed with the breakfast, not only for the variety but also for the quality across the selection. We are equally pleased that you found both the resort and your room clean, comfortable, and well maintained. Your comment that the hotel still feels fresh and well cared for despite not being a new property means a great deal to us and will certainly be shared with the team. Thank you for your perfect score and lovely feedback. We hope to have the pleasure of welcoming you back to Naithon again for another wonderful stay. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. G., Thank you for sharing your experience so clearly. We are pleased that, apart from the arrival experience, you enjoyed your stay and especially appreciated the quality of our breakfast. After reviewing your reservation details, we confirmed that your request to avoid an end room had indeed been included in your Expedia booking and was also noted by our Reservations team. Unfortunately, this preference was overlooked during the final room assignment, and an end room was still allocated to you. For this, we sincerely apologise. While room preferences are normally subject to availability, in this case your request had been clearly recorded and should have been properly considered before your arrival. We fully understand why this left you feeling that your preference had not been taken seriously. We have addressed this directly with our Front Office team and reinforced the importance of carefully reviewing guest preferences and reservation alerts before assigning rooms. We have also carefully noted your comment regarding the washbasin faucet. In fact, this is something we are already looking into. Our Engineering team is currently working through the best way to reposition it, while considering how the work can be carried out with the least possible disruption to our guests and hotel operations, as well as how long it would take to complete the improvement progressively across the resort. Although this will not be an immediate change, it is already part of our improvement plan. I cannot turn back time and change what happened during your stay, but I can make sure that we learn from it and do better moving forward. I genuinely appreciate that you still took the time to highlight the parts of your stay that you enjoyed, particularly our breakfast, despite the disappointing start. Deep down, I hope you will give us another opportunity to welcome you back — to enjoy our breakfast again, revisit the parts of the resort you liked, and hopefully experience the stay we should have provided from the beginning. If you ever consider returning to Naithon in the future, please feel free to contact us directly. I will personally ensure that our team takes very good care of you and pays close attention to your preferences from the moment your reservation is made. Thank you again for giving us the opportunity to understand exactly where we went wrong. We sincerely hope this will not be your last experience with us. Warm regards, Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Shaomin J., I have read your comments very carefully, and I am sorry that the interaction you experienced at our Front Desk left you feeling uncomfortable and unwelcome. We have discussed your feedback in detail with our Front Office team, including the conversation surrounding your request for assistance with your luggage. We would never want any guest to feel that they were being treated differently because of their nationality or the language they speak, and this is certainly not the service culture we aim to provide. At the same time, we recognize that when people are communicating across different languages and cultures, tone of voice, facial expressions, body language, or even an attempt to make communication easier can sometimes be interpreted differently from what was intended. While there may not have been any intention to cause offence, we fully understand that what matters is how the interaction made you feel. For this reason, your feedback has been shared directly with our Front Office leadership and will also form part of our ongoing coaching around cultural awareness, communication, and service attitude. We want our team to be more mindful not only of what is being said, but also of how our words and manner may be received by guests from different backgrounds. We are genuinely sorry that this interaction became such a negative part of your stay. Your comments are being taken seriously, as we do not want a misunderstanding in communication or service approach to leave any guest feeling less welcome or less valued. Thank you for speaking openly about your experience. Feedback like this gives us the opportunity to look more closely at how we communicate and how we can create a more consistent and comfortable experience for every guest. Warm regards, Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. H., We were pleased to know that you enjoyed our location and had a very good overall stay experience with us. We also appreciate your comments regarding the face towel, disposable toothbrush and toothpaste, and disposable toilet seat cover. These items are available upon request from our Housekeeping team; however, we understand that this may not have been clearly communicated to you during your stay. Your feedback is very helpful, and we will reinforce this with our team to ensure guests are informed about the availability of these amenities from the time of arrival and are well taken care of throughout their stay. Thank you once again for sharing your experience with us. We hope to have the opportunity to welcome you back for an even more comfortable stay. Warm regards, Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Mr. Z., We are deeply sorry to learn how distressing and disappointing your recent stay was, and we were especially concerned to read about your ankle injury. We sincerely hope that you are recovering well. We regret the confusion surrounding your room readiness, the prolonged wait for a room change, and the lack of timely and helpful responses from both our Front Office team and the hotel application. After being informed that your room was ready, you should have received clear and consistent communication. Furthermore, your request to change rooms should have been managed with greater urgency, regular updates, and an appropriate apology for the disruption to your afternoon. We are also extremely concerned about the incident near the hilltop pool, where you reported stepping into a recessed area in insufficient lighting and sustaining a ligament injury. Guest safety is of the utmost importance to us, and your account has been escalated to our leadership and Engineering teams for a thorough review of the area, including its design, lighting, and visibility. We are particularly troubled that the room allocation and overall handling of your concerns left you feeling that Chinese guests were treated unfairly. Discrimination has no place in our hotel. Every guest should be welcomed and assisted with the same respect, fairness, and genuine care, regardless of nationality. We take both your experience and your perception of the service very seriously. While we appreciate your kind acknowledgement of our buggy drivers and bell team, we fully recognise that the delayed assistance, poor communication, and lack of appropriate service recovery overshadowed these positive interactions. The experience you described does not reflect the standards we strive to uphold, and your detailed feedback has been shared with the relevant leaders for careful investigation and corrective action. We sincerely regret the inconvenience, distress, and loss of confidence caused throughout your stay. Warm regards, Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. Z., We are deeply sorry to read about your experience and understand why you left feeling disappointed, neglected, and unfairly treated. Your concerns regarding the initial room allocation, the prolonged delay in arranging a replacement room, unanswered messages through the application, and the lack of clear communication from our team are extremely concerning. Most seriously, providing an incorrect key card that allowed access to an occupied room was unacceptable and should never have occurred. We sincerely apologise for the distress and embarrassment this caused. We are equally sorry to learn about the stained bed linen, the delayed buggy service, the poor Wi-Fi connection, and the absence of an appropriate apology or service recovery during your stay. Taken together, these issues caused significant inconvenience and deprived you of the relaxing experience you had every right to expect. We are particularly concerned that these interactions left you feeling that you were treated differently because you are Chinese. Every guest, regardless of nationality, must be welcomed and cared for with the same respect, fairness, and genuine hospitality. Your experience and perception are being taken very seriously, and your detailed feedback has been escalated to our leadership team for a thorough review with the relevant departments. We regret that we failed to earn your trust on this occasion and sincerely apologise for the way your stay was handled. Warm regards, Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Yan L., We are delighted to know that you enjoyed the convenience of our location, the beautiful surroundings and layered views throughout the resort. It is also wonderful to hear that our team’s warm and thoughtful service made your stay even more enjoyable. We greatly appreciate your perfect score and look forward to welcoming you back for another memorable stay in Phuket. Our Beach House – Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Yantong S., We are delighted to know that you enjoyed the impressive arrival experience, the distinctive design of our resort, and the beautiful views where the swimming pool and Andaman Sea seem to blend together. It is wonderful to hear that the assistance with your luggage and buggy service made your stay more convenient, and that you appreciated the comfortable room, romantic atmosphere, varied breakfast selection, and delicious dining experience. Your kind words about our team are especially meaningful, and we will be pleased to share them with everyone. We are sorry that the weather did not provide the sunset you had hoped to enjoy during dinner and that the setting felt slightly warm. Your feedback has been shared with our restaurant team for their consideration. We greatly appreciate your lovely recommendation and look forward to welcoming you back whenever your travels bring you to Phuket again. Our Beach House - Your Holiday Home! Brett Wilson General Manager Pullman Phuket Arcadia Naithon Beach

Dear Ms. H., It is wonderful to know that you had such an enjoyable stay and appreciated the resort’s expansive seaside setting, beautiful views and the warm hospitality of our team. We are especially pleased that the personal interaction with our management team made you feel genuinely welcomed and valued. As an ALL Platinum member, your loyalty is sincerely appreciated, and it is important to us that your recognition and benefits contribute meaningfully to your experience. We look forward to welcoming you back for another memorable stay. Our Beach House - Your Holiday Home! Brett Wilson General Manager

Dear Jing Z., We are pleased to know that you enjoyed the comfortable surroundings of our resort and the quality of the breakfast during your stay. It is also wonderful to hear that every member of our team contributed positively to your experience. Your kind recognition will be proudly shared with everyone. While we appreciate your positive comments, we are sorry to see that your overall score suggests there may still have been areas that did not fully meet your expectations. We hope to welcome you back and provide an even more enjoyable stay in the future. Warm regards, Brett Wilson General Manager