Thanks for spending time leaving your vast comments. I am very surprised to find out that you were not satisfied with the basic operations and service of our team. As you can see from comments of all our guests, they especially appreciate and boast our personalized service. That’s why I deeply analyzed what caused your complaints.
First of all, let me assure you that our address is stated in a correct way and ALL our guests before you and after you (including your friends who arrived with other taxi drivers without any problems using the same address) always find us easily. If you look on (Hidden by Airbnb) map, you can see Ban Tai Estate villas location and any navigation can bring you to the villas easily. Besides we have a big light box showing the direction from the ring road and then the sign with an arrow and another light box by the turn to our villas that is difficult to overlook .
Every guest before the arrival, gets a phone number of the personal concierge to call in case there are any problems. Not to mention an airport pick up service that we provide to avoid difficulties in finding us. The Thai driver that was bringing you to the villa, did not speak English to understand our instructions and was not able to look us up on (Hidden by Airbnb) map. Astonishingly enough, to most taxi drivers an official address does not say anything. They don’t use it the way we do in Europe. We do have Thai staff but you arrived out of their working hours. Despite that 2 of our English speaking managers instantly arrived to pick you up from where you were left by your thai driver. That was not appreciated, as it looks.
Our management speaks 5 languages English, Thai, German, Italian, Russian. Everyday we communicate with lots of customers from all over the world and it would not be possible without at least a decent English. If you read our reviews, you will see no complaints about problems with communication. Probably you got such an impression because you were not in the mood to speak to anybody or confused managers with our cleaners.
Now to the lack of toilet paper and towels. We place in each bathroom 2 rolls of toilet paper and there are 3 rolls of paper towels in the kitchen. Before arrival of guests, villa manager ticks the checkbox to make sure that everything is provided for. You booked the villa for 2 days and even if you used all paper, you have a manager on call or reception to order as much as you want.
I am sorry our management caused you inconveniences with their checks on your check out.
Actually there was only one staff from our house keeping to check (as it is always the case at any hotel to check, for example, mini bar). The second staff was in the villa to collect your baggage and your personal manager was checking you out. As any hotel (villa hotel) we have a certain check out procedure and usually our guests don’t feel offended by this routine.
It is always a pleasure to see happy guests but unfortunately we were not able to change your bad mood. On a positive side, at least your friends seemed to have enjoyed their short 2 day stay with us!