There was a huge disconnect between the owner, the guest manager (Anna) and the maid (Mei) who doubled up as a cook. Tracey didn't respond to messages - so we assume Anna 'took over' as the guest manager. But Anna wasn't even present the day we arrived/ checked in.
The maid was rude, and her cooking wasn't inspiring as well. Being regular (at least 8-10x per annum) visitors to Thailand, we found the 'local' Thai food distasteful - we had to show her how to cook. Actually, we did all the cooking in the end.
Apparently the maid wasn't happy she wasn't told whether she would be cooking dinner on our first night (the flight into Phuket was delayed, and we assumed between Anna the guest manager and the driver, the maid would have been notified). There was an electricity/ power outage of sorts on our second day - that affected the air conditioning. The maid Mei said it was 'usual' especially after a downpour), and the heat was unbearable. Wasn't really much of a downpour really.
We had to leave the villa and I whatsapped Anna incessantly to get a status update. She asked us to check with a Sherry, and I tried calling using int'l roaming charges. No response. Eventually Anna replied it was "fixed" after 6-7 hours.
Anna was haphazard in how she arranged our car pickups and transfers. Even the maid had something to say about Anna. I had to remind her several times, and once for a transfer to the airport (we had several transfers - imagine the nightmare), she told the driver 2.30 instead of 1.30 - maybe there was a time zone difference??
Overall, as guests, we didn't get to enjoy the full experience. We had to worry about logistics, and had to deal with a rude maid - honestly not tolerable in the service industry. I don't care about circumstances, like who works for who, and who is being paid (more), but I'd expect the experience to be seamless. What's worse, we had previous experiences with villas in Phuket to compare. This one just falls short - actually falls flat.