Dear Valued Guest, Thank you for taking the time to share such detailed feedback, and please accept our sincere apologies for the deeply disappointing start to your holiday in Phuket. We take your concerns very seriously. It is not acceptable for a room to differ from what was advertised on the official ALL Accor platform, and we understand how frustrating it was to be assigned a room with essentially no view after booking with the expectation shown in the listing. We are addressing this directly with our reservations and revenue teams to ensure our room categorization and photography accurately reflect what guests will receive. We are equally concerned to hear about geckos and insects around the air-conditioning vents, and we are having our pest control and engineering teams inspect this thoroughly. We also sincerely apologize for the disturbance caused by the noise from Room 512, and while we're glad our security team responded, we recognize this should never have affected your ability to rest on your first night with us. We also understand your frustration regarding the Best Price Guarantee request not being resolved to your satisfaction. As a Classic ALL member who chose to book directly with us, you deserved better value, transparency, and recognition, and we regret that this experience has affected your confidence in booking directly with Accor. We would very much like the opportunity to speak with you personally to address each of these points and make things right. Please feel free to reach out to us directly so we can follow up. We hope to have the chance to restore your trust in Avista Hideaway and in booking directly with us in the future. Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you so much for taking the time to complete our survey and for sharing such outstanding perfect scores across every aspect of your couple's stay, from arrival and check-in to accommodation, cleanliness, breakfast, and our team. We are especially delighted to see perfect ratings across dining, the bar, in-room dining, the gym, the pool, and your treatment experience, as well as our sustainability efforts. We truly appreciate your perfect recommendation score and are thrilled that every aspect of your stay reflected the excellence we strive to deliver. We look forward to welcoming you back to Avista Hideaway Phuket Patong soon! Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you so much for taking the time to share such detailed feedback with us, and please accept our sincere apologies for the experience you described during your seven-night family stay. We take the safety concerns you raised extremely seriously, particularly the exposed wires near the kids' pool that your child came into contact with, and the broken tiles in the pool area. This is a matter of genuine concern for us, and we are escalating this immediately to our engineering and pool maintenance teams to ensure a thorough inspection and correction of these hazards. We are also very sorry to hear there was no pool attendant present during your stay, and we are addressing this staffing gap directly. We would also like to apologize for the frayed and torn towels, the lapse in proper turndown service, and the mosquito presence across multiple areas of the resort, including your room, the spa, breakfast, and the kids' club. These are not the standards we hold ourselves to, and we are sharing this feedback with our housekeeping and pest control teams for immediate review. We've also noted your comments regarding in-room dining and staff training, which we are taking seriously as areas requiring further attention. As a valued Classic ALL member, we deeply regret that this stay did not reflect the level of care and maintenance you deserve, especially given the safety concern involving your child. We would be very grateful for the opportunity to speak with you directly to learn more and to follow up personally on the corrective actions being taken. We hope to have the chance to welcome you and your family back for a stay that truly reflects the property's potential and our commitment to your safety and comfort. Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you so much for taking the time to complete our survey and for sharing your feedback about your comfortable stay with us. We are delighted to hear that Luzy's friendliness at the front desk and Wee's helpful service at breakfast stood out during your time as a couple with us, and we will be sure to pass along your kind words to both of them. We truly appreciate your loyalty as a Silver ALL member, and we look forward to welcoming you back to Avista Hideaway Phuket Patong for another comfortable stay soon! Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you so much for this wonderful review and for taking the time to share such detailed feedback about your family's stay. We are delighted to hear that you found the hotel beautifully located with a brilliant atmosphere, and that our team catered so well to all your family's needs, from arrival and check-in through to your lunch and dinner experiences at Avista. It's also great to know you appreciated our eco-friendly approach, from sustainable food initiatives to reducing single-use plastics. A special thank you for mentioning Mamado and the entire team — we will be sure to pass along your appreciation to them. We did note your feedback regarding the recognition you received as an ALL member during your stay, and we're sorry our team wasn't more attentive to this. We will share this with our front office team to ensure ALL members are properly recognized going forward, as your loyalty means a great deal to us. We truly appreciate your perfect recommendation scores for both the hotel and the ALL loyalty programme, and we look forward to welcoming you and your family back to Avista Hideaway Phuket Patong soon! Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you for taking the time to share such detailed feedback, and please accept our sincere apologies for the experience you described. We take the report of a snake in your room very seriously, as the comfort and safety of our guests is our absolute priority, and we would like to follow up with you directly to understand the full details and ensure our engineering and pest control teams have addressed this thoroughly. We are also sorry to hear about the long wait times during both check-in and check-out, the WiFi connection speed, and the volume and selection of music at breakfast and by the pools. This feedback is being shared with our front office, IT, and F&B teams for immediate review, as it clearly did not reflect the standard we hold ourselves to. As a valued Classic ALL member, we deeply regret that this stay fell so far short of your expectations, and we would very much appreciate the opportunity to speak with you directly to make things right. Please feel free to reach out to us so we can follow up personally. We hope to have the chance to restore your trust in Avista Hideaway Phuket Patong with a stay that truly reflects our standards. Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you so much for taking the time to complete our survey and for sharing such outstanding perfect scores across every aspect of your family stay, from arrival and check-in to accommodation, cleanliness, breakfast, and our team. We are especially pleased to see your perfect ratings for value for money and sustainability, as well as your perfect recommendation score. We are truly delighted that your stay was such an unforgettable experience, and we truly appreciate you sharing this with us. Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you so much for this wonderful review and for taking the time to share such detailed feedback about your fabulous family stay. We are thrilled to hear that you found the hotel very clean, our staff friendly, and your room lovely, and that the food and even the pool left nothing to be desired. A special thank you for mentioning Vishal — we're so glad his friendly face at breakfast every morning stood out, and we will be sure to pass along your appreciation to him. We truly appreciate your perfect recommendation score and your kind endorsement, and we look forward to welcoming you and your family back to Avista Hideaway Phuket Patong soon! Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you so much for this wonderful review and for taking the time to share such detailed feedback about your stay. We are delighted to hear that our hillside location gave you the peaceful escape from Patong's chaos that you were looking for, and that our three-pool system and top-notch breakfasts made every day easy to enjoy. A special thank you for mentioning Sky, who led your Muay Thai lesson, and Toon and Sa, who made your couples' massage fantastic — we will be sure to pass along your kind words to all three of them. We're also glad your booking experience, including arranging airport taxi service, was smooth and easy. We noted your comment about WiFi connectivity with your Kindle and will keep this in mind as we look at ways to improve device connectivity for our guests. We truly appreciate your perfect recommendation scores for both the hotel and the ALL loyalty programme. We look forward to welcoming you back to Avista Hideaway Phuket Patong soon! Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Valued Guest, Thank you so much for this wonderful review and for sharing that Avista Hideaway was the best hotel experience of your entire trip between Bangkok and Phuket — that truly means a great deal to us. We are delighted to hear that our excellent location near Freedom Beach and Patong Beach suited you perfectly, and that your room with the jacuzzi and pool access was such a treat, well-decorated and comfortable enough that you didn't want to leave. It's especially heartwarming to know the complimentary birthday decor brought your birthday girl to near tears of joy — moments like that are exactly what we hope to create for our guests, and we're so glad our team's pleasant and efficient service made your celebration so special. We are already looking forward to welcoming you back to Avista Hideaway Phuket Patong on your next trip to Phuket! Warm regards, Avista Hideaway Phuket Patong MGallery Collection - Team

Dear Mr. P., Thank you for sharing such a wonderful review following your birthday celebration with us. We are delighted that your stay was such a memorable one and that everything from arrival through to your departure came together so smoothly. It is especially pleasing to know that our breakfast, dining experiences, spa, and overall atmosphere added to the occasion. We are particularly grateful for your recognition of Khun Arjun, Khun Fern, Khun Vansh, Khun Akhilesh, Khun Vishal, Khun Fendi, and Khun None. It is wonderful to hear that their individual contributions helped make your celebration even more special. We will certainly share your kind words with each of them. Your mention of the cocktails and your spa experience is also much appreciated. We are glad that you discovered some memorable highlights during your time with us, even if Arjun was only found on your final evening! Thank you once again for celebrating such a special occasion with us. We hope to have the pleasure of welcoming you and your friends back to Avista Hideaway, MGallery for another memorable stay. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team

Dear Mr. P., Thank you for your kind feedback. We are pleased to know that you had such a positive impression of Avista Hideaway, MGallery. Your kind words are sincerely appreciated by our entire team. We hope to have the pleasure of welcoming you back for another enjoyable stay. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team

Dear Mr. C., Thank you for sharing your kind feedback. It is wonderful to hear that you enjoyed our pools, dining experiences, and beautiful sunset views. We are especially pleased that the thoughtfulness of our team made your birthday celebration feel a little more special. We hope to have the pleasure of welcoming you back to Avista Hideaway, MGallery for another memorable stay. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team

Dear Ms. O., Thank you for sharing your kind feedback. It is wonderful to hear that you enjoyed the friendly service and the range of amenities available throughout the resort. We are especially pleased that your arrival was made welcoming with refreshing drinks and a warm introduction from our team. Creating a thoughtful and inviting arrival experience is important to us, and we are glad that it set a positive tone for your stay. We hope to have the pleasure of welcoming you back to Avista Hideaway, MGallery for another enjoyable experience. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team

Dear S L, Thank you for taking the time to share such a detailed and thoughtful review of your recent stay. We are delighted to hear that you had a pleasant overall experience and that our team’s warm and attentive hospitality was one of the highlights of your stay. It is especially wonderful to know that Deh took good care of your room and that you enjoyed the birthday decorations and complimentary upgrade to a pool-access room. We will be sure to share your kind words with Deh and the rest of our team, as your appreciation is truly encouraging. We are also pleased to hear that you enjoyed our breakfast buffet and floating breakfast. It is always a pleasure to know that our culinary offerings contributed positively to your stay. At the same time, we sincerely apologize for the aspects of your experience that fell short of expectations. We appreciate your comments regarding the cleanliness of the shared pool, the presence of insects and leaves, as well as the insect encountered in your room. We understand how unsettling this must have been, and please be assured that your feedback regarding pool maintenance and pest control has been noted and will be shared with the relevant departments for immediate attention. We are also sorry to hear about the disturbance and the uncomfortable situation involving the neighbouring guests. While certain incidents between guests may be beyond our direct control, we understand the importance of ensuring that our guests feel comfortable and secure throughout their stay. Your comments will be reviewed with our team to help us improve how we manage and respond to such situations. We also appreciate your feedback regarding the resort shuttle service and accessibility. We understand that convenient transportation can be an important consideration when planning a stay, and your comments will help us assess how we can better communicate and improve this aspect of the guest experience. Despite these hiccups, we are grateful that you still enjoyed your stay and, most importantly, felt the warmth of our hospitality. Your balanced feedback is very valuable to us, and we hope to have the opportunity to welcome you back for a smoother and even more enjoyable experience in the future. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team

Dear O, Thank you so much for your wonderful review and for sharing such beautiful memories of your stay with us. We are absolutely delighted to hear that your stay exceeded your expectations and that you enjoyed not only our resort but also the warm hospitality of our team. It is especially heartwarming to know that we had the opportunity to be part of your girlfriend’s birthday celebration and that the birthday decorations and cake helped make the occasion even more memorable. Creating meaningful and memorable moments for our guests is something we truly cherish, so knowing that these thoughtful touches made a difference to both of you means a great deal to our entire team. We will certainly share your kind words with everyone involved in making your celebration special. Thank you once again for your generous compliments and for recommending Avista Hideaway Patong. Your 10/10 rating and kind words are a wonderful encouragement to our team and inspire us to continue creating exceptional experiences for our guests. It was a pleasure having you with us, and we very much look forward to welcoming you both back for another memorable stay in the future. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team

Dear Z, Thank you very much for your kind review and for sharing your positive experience with us. We are delighted to hear that you enjoyed our convenient location, the cleanliness of the hotel, and our food. Your kind words are greatly appreciated and will certainly encourage our team to continue providing a high standard of service and hospitality. It was a pleasure having you stay with us, and we hope to have the opportunity to welcome you back to Avista Hideaway Phuket Patong for another enjoyable stay. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team

Dear Ms. X, Thank you for sharing such detailed feedback following your stay. We are pleased to know that you enjoyed the facilities, overall appearance of the resort, cleanliness, location, and views, as well as the warm and professional service from our Reception team. Regarding food deliveries, we understand your frustration, particularly given the distance of your room from the lobby. As we are responsible for maintaining strict food safety and hygiene standards within the resort, we are unfortunately unable to handle or deliver food brought in from outside to guest rooms, as we cannot control how the food has been prepared, transported, or handled prior to reaching the resort. To ensure you can still enjoy a meal in the comfort of your room at any time, our 24-hour in-room dining service offers freshly prepared food delivered by our colleagues directly to your room. Should you prefer to order from outside, our team is always available to assist with buggy transportation to and from the lobby so you can collect your order conveniently. We are also very sorry to hear about the experience with one of our colleagues. The behavior you described does not reflect the level of service and professionalism we expect from our team, and we have shared your feedback with the relevant management team for appropriate follow-up. We appreciate your honest comments and hope to have the opportunity to provide you with a more seamless and enjoyable experience should you choose to visit us again. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team

Dear Mr. L, We are delighted to know that you and your daughter enjoyed such a wonderful stay with us. It is especially rewarding to hear that you both enjoyed the comfort of your room and the All-Inclusive experience, including your meals at Vista Restaurant. We are also glad that the variety of menu options suited you both and that the attentive service of our restaurant team contributed to your enjoyable experience. Thank you as well for your kind words about our pool areas, bars, and the friendliness of our team. Knowing that your daughter enjoyed these moments as much as you did makes your feedback all the more special. It was a pleasure to have you both with us, and we hope to welcome you back for another wonderful stay in the future. Warm regards, Avista Hideaway Phuket Patong - MGallery Collection Team