great service and staff all go out of the way. However the villa they gave us was totally inappropriate given it looked into nothing expect dense vegetation and a shall pool of brown water: perfect for mosquitos and less than remotely ideal for humans esp those travelling with 2 young children as we were! Avoid C3 at all costs. Also villa itself quite small with almost no storage space and given the mosquito scene all related outdoor space was basically unusable incl the pool. Great resort in every other aspect. One further word of caution: Samui is far from being paradise lost. Quite dingy and at times down right dirty!
Comment from Hotel Management
29-Jun-2016 by Remko Kroesen, Hotel Management
Dear Roaming Roman,
Thank you for choosing Banyan Tree Samui as your holiday destination. It is fantastic to hear that our team provided service that met your expectations; however, it is unfortunate to read of the various drawbacks you have highlighted.
I regret to read that you were bothered with mosquitoes during your stay. As a resort located in the jungle area of Samui, we, naturally, face problems with mosquitoes; however, we do have a weekly eco-friendly pest control service to combat this issue. Moreover, both an electronic repellent device as well as a citronella and lemongrass spray is made available in each villa. I understand that mosquito bites can be a nuisance and certainly takes away from the comfort of enjoying the outdoor areas. During a future visit, please do not hesitate to contact your Villa Host who would be glad to provide additional repellent for you or to have the pest control service visit the area surrounding your villa.
We strive to cater to both couples and families alike, and have received positive comments for our services aimed at our young guests. It is disappointing that our wide range of activities from morning through to later afternoon at our Kids’ Club did not appeal to you nor provide you with suitable options for entertaining your two children. In an effort to improve this area of the resort, we are working to relocate this facility to nearby the kids’ pool and the beachfront lawn area in order to offer a more-inviting setting complete with an even wider range of activities on offer. We would be truly honoured to welcome you back once again to show you this new addition to our resort and to be of service to your two children.
As a Banyan Tree property, we take feedback such as yours seriously and I have already shared this with our team for their acknowledgement and to take appropriate action in order to deliver a better experience for our future guests.
After having followed up directly with Pop, our Executive Assistant Manager, and Pang, your Villa Host; I learned that both of them met with your during your stay and your Villa Host provided buggy service on a daily basis. Neither of them mentioned that you shared your concerns with them on any occasion. As a result, this left us with minimal options to rectify these issues and to put a positive note on your time with us.
Roaming Roman, thank you once again for your stay with us. I hope these few incidents you experienced do not mar your overall perception of our brand and I do hope you will honor us with a return visit to our property and allow us the opportunity to show you the improvements we have made. Should you care to visit other locations, we would be honoured if you continued to choose our brand as your Sanctuary for the Senses.
With kind regards,