We are glad you found the villa new and very beautiful but of course disappointed we have let you down in terms of service. I would like to give a feedback on your mentioned points :
Check in time is guaranteed at 3:00 PM for all guests as a clear policy of our property. Your villa was ready at 2:15 PM. We understand you landed at 12:40 PM and asked the driver to stop over for shopping and paid him directly 300 Thb extra charge to wait for the checking time.
Our charges are clearly communicated in an official list of service we propose to all our guests. You may choose to use them or not. A private massage in your own house at 800 THB net per treatment by a quality therapist is not over priced in our opinion.
Providing fresh coconut is not part of the standard service we provide but since you requested it, our staff sent a driver to buy some for you. Should you feel 50 thb is overpriced, you had the choice to enjoy our complimentary limousine service and buy them directly at the market where you could pay 15 thb cheaper.
Regarding private dinner, we are very sorry for the miscommunication and indeed believe the food should be served at the last minute at the time desired by the guests. We will set up a written document to be signed by guests in the future to avoid misunderstanding about the requested serving time. We will look into this closely to make sure we propose a satisfying dining experience to all our guests. Our sincere apologies on this one and as you noted we had acknowledged this weakness by not charging this service.
We will strive at improving our service standards and hope welcoming you again at CasaBay.
All our warm regards.