Thank You so much! We hope you enjoy your stay :)

Dear Valued Guest, We are sorry to hear you were not satisfied with the hotel’s effort to find the solutions for you despite the short notice. Below is the timeline of what we have tried to do, however there was no response until after check-out date, thus not much could be done. 30th August: we received an email from you enquiring about non-cancellation policy. 31st August: the hotel informed you, via email, that in the case of lockdown we would issue you ‘a reservation voucher for the same number of room nights and same room type to be used in the same holiday season in the future. We ask that you inform us 14 days in advance if you would like to change your reservation into a ‘stay credit’ so that we can make the room available.’ Please note that at the time of writing, entry to Thailand would require 14 days of quarantine in state facilities. 2nd September: we received a booking from you for check in: 23rd October. The booking was at a room rate for non-cancellation price. 14th October: the hotel received an email from the guest requesting a free cancellation. (9 days till check-in date) 14th October: the hotel promptly informed the guest, as per the email replied on the 31st August (before the guest made the reservation), the hotel cannot offer the free cancellation, however, the hotel can offer to issue the travel voucher for you instead, valid for 8 months (despite a short notice that is less than 14 days mentioned in the replied email on 31st August). We asked that you give us a decision by 16th October (7 days until check-in date) so that the hotel could free up the room for other guests. Alternatively, we offered to issue a no-show letter for you for travel insurance purposes. Please kindly note that, with just 9 days to check-in date, this was also not enough for the quarantine period required by the government. 16th October: the hotel and Expedia did not receive any response from the guest, thus the hotel cannot change/amend the booking and so the room must be held for the guest. 23rd October: check-in date, still no response from the guest. The guest did not arrive for check-in, the room allocated for the guest is unoccupied. The hotel is required to put this room on hold as there was no response from the guest. 31st October: check-out date, still no response from the guest. 6th November: the guest informed the hotel about chargeback proceedings on room fees, AND demand a future travel voucher from the hotel. We apologize, however, we cannot fulfill your demand for this. From the above, please understand that the hotel have informed the guest of the cancellation policy prior to the booking being made. The hotel have also tried to find potential solutions despite the short notice that is shorter than is required as informed in the emails communication. However, given there was no response from the guest, the hotel was required to hold the room for the guest throughout the booking and thus the booking must remain n