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

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