Glasshouse Phuket | 6BR Villa | Sleeps 22 | Walk to 2 Beaches | Accessible

I'm sorry to hear that your experience at the villa did not work out as well as you’d hoped. I always strive to provide a 5* experience for all our guests so it’s a great disappointment for me when we don’t achieve that. We upgraded to high speed fibre-link connection in the Glasshouse 1 year ago and now have a download speed of 30 Mb/s. The connection has been very reliable since the upgrade and this is the first glitch we’ve had. Our team contacted the provider as soon as we heard about this and the internet was working again the next morning. I understand the importance of having a reliable internet connection and can only apologise for this. We routinely check that all appliances are working before check-in. If any faults should occur during a stay, Khun Pond, our villa manager will do her best to get things repaired as quickly as possible. I’m pleased that she was able to get the AC units and tumble dryer repaired quickly. I always inform prospective guests about the electricity allowance when I respond to their first enquiry. There’s a wide variation in the amount of electricity that guests use and this all comes down to the aircon. I’ve been including electricity on an allowance basis for the last 7 years as I think it’s much fairer for guests and it encourages responsible use of aircon (e.g. keeping windows and doors closed when AC is on). Of course, guests are welcome to use as much electricity as they choose and there’s no need to turn everything off when you leave the house if you don’t want to. The included allowance is generally sufficient for about 80% of guests and any use over the allowance is charged at cost +5%. The terms of the rental state that villa guests are not permitted to have additional guests without prior permission of the owner. This is also explained in the welcome letter which I send out 1 week before every stay. You didn’t mention in advance that you intended to use the villa as a hub for your extended group. During your stay, the chef told me that you had extra guests for meals. He found himself understaffed as I’d told him to expect 16 guests. The chef was disappointed that you changed your plans and cancelled at the last minute without paying the service fee. I’m glad to hear that you otherwise enjoyed the villa, liked the beautiful views and found all the information and resources helpful. Thank you for the positive feedback on our villa manager and Khun Bao’s taxi service; I’ve passed this on to them.