We are saddened of the guest's conclusion and regretful to hear of the guests’ experience while staying in our property. Just like any property in Phuket, our property is under self catering system. We provide our guests basic toiletries items like rolls of toilet papers, hand and dish soap and on to of it, we also provide garbage bags upon check in. However, all other items can be purchased at the closest supermarket or convenience stores. We always ensure that our property is ready before any guests will occupy it. 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 these issues concerning drain and toilet clogged to us even if we have 3 ways to contact us like email personal and through airnbn, text and call. Had we known we could have send our staff immediately to resolved the issues. We didn’t mean to be intrusive, but we just wanted to make sure that we can give specific instructions to our guests upon arrival to the airport to spare them from waiting longer hours for our driver.
Nevertheless, we apologize again for all the inconvenience that it may caused to our guests. We take all feedback seriously and will use this to continue to better our services for all our guests and we hope this helps address the concerns posted in this review and we hope to see Song back in Phuket soon.