We are delighted to know that the guests find our property clean and new. Cleanliness is a priority for us and we do ensure that the property is well cleaned before any guests occupy them. At the same time we are regretful to hear of the guests experience while staying in our property. In the rare instance that our staff was late to meet them, it can happen and it is independent of our will as we cannot control the traffic and unexpected events such as accidents or police check point that slows down the traffic in Phuket, our staff could not reach the property on time to welcome the guests and had a little delay(which was not more than 30 minutes not 1 hour and 30 minutes) as per the guest claimed. It is also our standard procedure to collect the payment for the transfer service that the guest availed to upon arrival at the property. With regards to the electricity, it is clearly stated on the advert in Airbnb that it’s 7.41 Baht per kilowatt not 5 Baht per kilowatt and the guests are always free to request for the computation upon check out or ask us of what the estimated electricity would be prior to their booking however can still go beyond that amount depending on how mindful the guests are with their air-conditioning usage and it is disclosed in Airbnb upon booking that it is not included in the rental price.
The property is under self catering system. Therefore; shower gels, shampoos, soap, sponges and detergents are not provided with the rentals. However, all mentioned items can be purchased at the closest supermarket or convenience stores. Regarding the issues with the A/C, mattress etc, our guests are encouraged to notify us immediately for any concerns regarding the property while they are occupying it. We have staff assigned and a dedicated email and phone number to cater as promptly as possible to any help they need while staying with us until everything is settled for them. Tracing through our records the guest never brought up any of these concerns. Had we known we would have sent our staff to address it right away.
And finally, as for the communication barrier, we do hire staff whose English level is working proficient. We have guests of different nationalities and this is one factor to consider in terms of communication. One thing we can assure, is that our staff assists our guests the best way they can despite of any expected language hindrance. Majority of our guests are happy with the service of our staff but sometimes the staff of our residence can be misconstrued as rude because of the language differences between the guests and our staff.
We take all feedback seriously and will use this to continue to better our services for all our guests, we hope this helps address the concerns posted in this review.