1. "On my holiday to Goa in India, I was disgusted to find that almost every restaurant served curry. I don't like spicy food."
In KohSamui Thailand, we have various selections of restaurants which most of Thai cuisine the flavor can be adjusted by customer’s acknowledgement. Also your preference of food must be asked clearly by our professional The Beach Samui’s concierge, our job is to recommend you the best experience anyway.
2. "They should not allow topless sunbathing on the beach. It was very distracting for my husband who just wanted to relax."
I understand this point, we’ll try to arrange you an enjoyable private area as possible as we can, how about we setup a nice comfortable mattress on the pontoon? So, you will be laying on the front role and touching the sea is just stretch out your feet.
3. "We went on holiday to Spain and had a problem with the taxi drivers as they were all Spanish."
We can provide you our well-trained drivers who have many years of experience and speak well English or we can hire foreigner who stayed here for long time and expert in places around KohSamui and service.
4. "We booked an excursion to a water park but no-one told us we had to bring our own swimsuits and towels. We assumed it would be included in the price."
It is shown in our tour information that what are included and our staff will inform you clearly when you made a reservation, again, they will prepare towels, lunch boxes, drinks and snorkeling equipment before you enter the boat. Apart from that, we are more than happy to provide you more tools or services that you need.
5. "The beach was too sandy. We had to clean everything when we returned to our room."
Rinse hose and small washing pond are on the beach side with noticeable signs, we are apologized for the sand in your room floor, our HK can immediately clean your room anytime 24/7 and they will surprise you with some gifts during turndown service.
6. "We found the sand was not like the sand in the brochure. Your brochure shows the sand as white but it was more yellow."
Well, since we looked for the type of sand to fill our beach when we have been building, this is the best possible one in Thailand and we are sure that its quality perfectly suits our luxurious clients.However, if you would like to experience other beaches, we can arrange a half day tour with 30% discount for your dissatisfaction. Also, we will have to recheck on every brochure that we might have missed them at first and fix immediately. Thank you for your notification.
7. "It's lazy of the local shopkeepers in Puerto Vallartato close in the afternoons. I often needed to buy things during 'siesta' time -- this should be banned." (JMR – there’s no Siesta in Thailand, how about using the Songkran example… “I stayed at The Beach Samui during Songkran and I couldn’t walk down the road without getting soaked with water. This should be banned.”)
(In the reservation, we have to add more details of what the guest might have faced during that period) I feel so sorry to hear that you didn’t enjoy the biggest festival in Thailand, however, we could not stop majority of people all over Thailand to stop splashing water and having fun with it. We could arrange other private experiences for you both inside or outside hotel such as, a romantic candle light dinner on our beach, I am sure that you will love our “Farm to table” menus.
8. "No-one told us there would be fish in the water. The children were scared."
We apologize about frightening of your children;we have already prepared toys for them. By the way, those fishes you have seen are not harmful at all and this is because of the good sea environment in front of our beach. On the other hand, deeper part near Koh Tan is one of the best environments in KohSamui, you can see many kind of sea lives including stingray, sea urchin, etc. without stepping on them, it is considered to be a good snorkeling experience of all age.
9. "Although the brochure said that there was a fully equipped kitchen, there was no egg-slicer in the drawers."
As our concept, we provide fully function kitchen which suit for most of the guest need for general cooking. Also, personal chefs in guest room are available on-request from 7.00-22.00. Apart from this, our F&B service team is trained to give best individual service to serve you whatever you like.
10. "I think it should be explained in the brochure that the local convenience store does not sell proper biscuits like custard creams or ginger nuts."
As custard creams or ginger nuts are not available in Thailand, we’re afraid the local shop can’t them. We do contact all of our guests and we ask if there is anything we can arrange for them before they arrive. In cases like these, we can suggest other biscuit choices or even try to pull some strings to get the closest match to what you want.
We can take you to a larger supermarket with one of our drivers if you need?
11. "The roads were uneven and bumpy, so we could not read the local guide book during the bus ride to the resort. Because of this, we were unaware of many things that would have made our holiday more fun."
Roads on Samuiare under developedbut in the past few years some areas have had very good roads put in. We highly recommend you to use our transportation as the drivers have been trained under hotel’s luxurious standards to drive smoothly and safely, and they have loads of local knowledge. Also our concierge team can make your holiday memorable by suggesting the best places to visitand incredible things to do. We can probably offer some discount on tours for you.
12. "It took us nine hours to fly home from Jamaica to England. It took the Americans only three hours to get home. This seems unfair."
Life is not fair. Our job is to do everything possible for the guest which mean in this case if you want us to find the fastest private jet, we will do it without hesitation.
13. "I compared the size of our one-bedroom suite to our friends' three-bedroom and ours was significantly smaller."
This is about what your original booking made from your agency. Your reservation was made under one-bedroom suite, however, if you would like an upgrade, let me check the best available rate for you.
And of course, we offer a better upgraded fee than your agency.
14. "The brochure stated: 'No hairdressers at the resort.' We're trainee hairdressers and we think they knew and made us wait longer for service."
We have to admit that it is a misunderstanding. The brochure means “we have no hairdressers service at the resort”. Please accept our apology, we’ll change the brochure as soon as possible.
There’s no intention to make any guest delay on the service, we’ll let the team give you the first priority the rest of your stay.
15. "When we were in Spain, there were too many Spanish people there. The receptionist spoke Spanish, the food was Spanish. No one told us that there would be so many foreigners."
Well, we tend to hire local people because they have deep knowledge about everything around KohSamui and they have experience in hospitality for a long time. Thai people also have advantages in their character, I’m sure that you will love them.
16. "We had to line up outside to catch the boat and there was no air-conditioning."
Our boat trip policy, we try to give the best outing for the guest by let them make the final decision on everything we prepared before they enter the boat such as, final selection on pre-ordered menus, trying to wear the fins and snorkeling gears, etc. which take only 5 minutes.
We apologize on that 5 minutes. Can I offer you 30 minutes more time on the tour?
17. "It is your duty as a tour operator to advise us of noisy or unruly guests before we travel."
We understand this point; we did our best to provide room features to match the guest’s need before they arrived, please let us check with available room that we could move you in.
18. "I was bitten by a mosquito. The brochure did not mention mosquitoes."
As a tropical country, there’re just some mosquitoes during the night. We did provide anti-mosquitoes spray in your room and everywhere in the hotel.
(During turndown, decorate their room with anti-mosquitoes candles and some rose petals on the floor)
19. "My fiancée and I requested twin-beds when we booked, but instead we were placed in a room with a king bed. We now hold you responsible and want to be re-reimbursed for the fact that I became pregnant. This would not have happened if you had put us in the room that we booked."
We have stated clearly on the reservation that we have only king bed with an optional extra bed available per room. We will check your request with your agency again.
If you would like to come back next time with your baby, let us upgrade your room to family mezzanine with pre-arranged kids’ amenities, just send us a single e-mail before.