Dear Stefan1983, We wish to express our sincerest appreciation for choosing Thai House Beach Resort for spending your holiday in Koh Samui. We are also very sorry to hear of your disappointment and unsatisfactory experience at our Resort. As customer service remains our top priority, feedback such as yours enables us to improve our service and therefore we are very grateful to you for bringing the issue to my attention. Your comments taken well noted and we are very concerned as it is definitely not the genuine service we strive to deliver, Hence, we have cautioned the responsible department please trust that procedures will be implemented immediately in order to avoid such cases. On behalf of the entire team staff, please accept my sincere apologies for any inconvenience caused assure you that we will be taking correction to ensure such occurrence is not repeated. In spite of your disappointment, we hope to be allowed to welcome you once again with us in the next future With my personal best regards, Jintana S. Ms. General Manager