Dear our lovely guests:
After read along from the beginning to the end, we are so sorry for your unfavourable stays. What we did wrong, we have never hesitated to give our guests with our sincere apology and fix it promptly. When it is not, we will explain. In your case, we have no such opportunity to clarify. From what we acknowledged your message here, we will go one by one.
1. Instruction in room
Every note and message in room will help you and our other guests note for all necessary information. You will observe that we inform you everything upon your arrival to give essential knowledges. We ask for your kind understand that this will help us expedite great service delivered to you.
2. Our staff was rude and unfriendly
Please be noted for the difference between regulation and welcoming Thai smile service. We put a football table in an open area that it generates a very loud noise to others. (Due to our limited space, we can not put it in room) This football table can disturb others as we have ever been complained about this before. A regulation paper attached clearly on the wall of opening hours between 11.00 am. - 04.00 pm. We don't mean to have so much regulation for guests but since we take care for all. We must also think of other guests as well. We hope you understand a matter.
3. Road is dark and villa is badly lit
Actually there are lights along the way to the resort but as you said it might still dark in some point of a street. We suggest you to go or come back with our shuttle bus or you can rent a scooter. With scooter, it is much easier and you can go anywhere and come back at anytime you wish. For your observation regarding to a darkness in some certain villas, we will take it to our consideration to make it improved.
4. No signal for True Move
Sorry about an inconvenience caused to you regarding a matter. A signal of True Move lost in some certain point of villa; it might cause a bit inconvenience that you need a walk to search for that signal. We heard that True Move has a plan to generate signal in this proximate areas soonest, to inform you a good news. This is beyond our control really. Your understanding in an issue will be highly appreciated.
5. Ice bucket costs at 40 Baht
Thanks for your remark. We will discuss in team for a change that may be applied soon.
6. Air conditioner was not cold
As long as an air conditioner is working, it will generate a cold temperature. Our remote control has so many functions; I'm afraid you might press it in a wrong button. We love it if you will let us know during your stay, we will immediately fix or give you a knowledge. A paper to inform "Please do not adjust it below 24 degrees" is for your convenience. We hope you understand that each of our guest has various preference and has a sense of "hot" or "cold" differently. Besides that, our air conditioner will generate a cold temperature in about 15 minutes later on. Some of our guests love it to be very cold. Even we as Thai people think it's cold enough but they want it more, while some others want it to get cool immediately. In this case, they adjust the temperature to be 17 or 15 or even below this mentioned degrees. This will make all function knock down. Please to be noted that we give our guests notice because we try to deliver the best and fast service. An experience teaches us to inform guests everything, not to let guests know it later. Each function has its limitation, not because we use low quality product but because our facilities and yours at home is different. We give knowledge not because we think guests has no knowledge but because we have an experience of our service delay when guests have not been informed of its instruction. Please to be kind for your understanding.
7. Breakfast was inadequate and discovered flies in fruit
Thanks for your observation. We already discussed in team and will make it improved immediately.
We thank you for your positive reviews on our property and villa and appreciated your negative remarks as well for all above mentioning. We understand your point of view. Some of them, we promise to make it adjusted and improved, some really can not be since we take care for all. We definitely want to see all our guests' happiness and joys but as said there are some limited conditions; we can not really do everything to satisfy for all. You might don't like some of our regulation while others are appreciated that. We can not doubt but we do it all best.
Sorry that our limitation is some areas made you felt disappointed. We listen and will make changes of what we can do.
Best regards,