Bophut holiday villa rental with private pool, internet access, balcony/terrace and air con

Thank-you very much for your review we are very much looking forward to welcoming you back in 2021! The cosmetic building work is coming to a final conclusion and we thank all our guests for their support and kindness during this period.

Thank you for writing to express your dissatisfaction with your stay at Baan Jasmine March 6th - 27th March 2020. We appreciate your positive comments about the villa, pool and gardens, which we have maintained to a very high standard for the enjoyment of our guests over the last 9 years. We have contacted you by email since your complaint requesting you to confirm your residential home address for formal correspondence. As yet we have received no response. Below each of your points has been addressed. We have noted your review on TripAdvisor and will post this response there for future guests to view. We have been waiting for feedback from our villa management team before sending you our response. Taking your key points in turn, here are our responses. 1) Noise Levels We are sorry that you had experienced noise levels during your stay. We did notify you very clearly 5 weeks before your arrival that there was a risk of noise levels from a neighbouring property and that there had been working happening on the site. As part of your initial booking in April 2019 and on two more occasions leading up to your stay you were sent 2018/2019 Booking Terms and Conditions which clearly state the following, 8.4 The owner does not accept any responsibility for any external noise (day or night) which increases the noise levels around the property. On occasions, which can be unexpected and are beyond our control, maintenance or building work may be required for properties nearby the villa. We can help establish times & length of work and try to negotiate a noise reduction but we cannot take any responsibility for such noise if owners of such places are unable to reduce their noise level. We have a good relationship with this neighbour and through communication with them, we had understood that main construction had finished leaving only cosmetic works to be carried out during your stay. We cannot clearly control the type & work levels of this neighbouring property or indeed any of the properties in the surrounding area. During your stay and in response to your feedback on noise levels, we asked our Villa Manager to inspect the villa 2-3 times and on no occasion did the Manager report excessive noise levels. At no point during your stay did you request to move accommodation. Regarding the construction of the two apartment blocks, this site is approximately 60 - 80 metres away from the villa opposite Arisana Condominium on another road, this has been confirmed by the landowner. Like all holiday property in the area we are simply unable to control this activity. As you know the area has a mix of housing units for holiday letting and private homes for both local Thai and overseas residents. It is known as being a private, quiet and peaceful neighbourhood as described in the villa reviews. Please note you did not share with us or our villa manager that you needed to hire a car because of the noise level. We were informed by villa management this was existing car hire rental for your friends who were unable to travel from Bangkok to Koh Samui due to COVID 19. 2) COVID-19 On Monday 23rd March the British Foreign Office advice for all travellers was to return home as soon as possible. As you state in your email and review we were in constant contact with you regarding this fast evolving time from Monday 23rd March 2020. Our primary concern was always about the health and wellbeing of you as our guests. During your stay both the UK and Thai governments were bringing in legal measures which could well have impacted your travel plans back to the UK. At no point did we formally ask either of you to leave the villa either by message, email or verbally two or four days before the end of your rental agreement March 6th - March 27th 2020. Our villa management also confirm this. As with all our guests during this period we have a duty of care to help and guide guests through the travel options, including travel insurance and discussing alternative flight options with their flight operators. At no point did we ask you to leave Baan Jasmine before the end of your stay. Our villa manager also confirms this. However, our strong advice to you in these difficult COVID 19 circumstances was indeed for you to explore travel options back to the UK. This may have included your insurance company or flight operator making alternative arrangements back to the UK so in fact you could avoid any additional expense or being out of pocket. Our fear for you was that you would have been stranded in Thailand indefinitely and with your health potentially at risk. We know that your original flights were cancelled by Qatar and rescheduled for Heathrow instead of Gatwick. We are of course happy that you were able to fly home, however as we all know this has not been the case for many thousands of UK holidaymakers abroad. Koh Samui is now in isolated lockdown from Thailand and closed to all domestic and international air traffic and passenger ferry arrivals/departures from April 7th 2020 until further notice. Thailand closed on March 26th the day before your departure. Many international airlines were cancelling flights to Bangkok prior to this date, as you were made aware by our villa manager. As we take the welfare of our guests very seriously, we were merely trying to support you during this time. Consequently, we paid for your taxi journeys to the airport so you were able to explore your options there. You were also given the same advice by our villa manager. Baan Jasmine receives many very positive reviews and we are truly sorry that you feel that your stay was impacted. Owner of Baan Jasmine Villa Koh Samui

Thanks so much for your lovely review we very much look forward to welcoming you back to the villa soon! Review translated: As a family, we have been to various villas on Koh Samui several times. This villa simply exceeds everything. Extremely well-kept, thought out down to the smallest detail and the team around Victoria & Yvonne is just terrific. You immediately feel at home and every wish is fulfilled. There is nothing to complain about, everything in this villa corresponds exactly to the descriptions and the price-performance ratio is definitely not to be topped. The garden & pool invites you not to leave the villa at all. At every corner you will find lovely details where you can immediately tell that it is very important to the owners to feel comfortable. What do you want more than vacationing with friends with such a hut? The location is also just sensational. Degrees times 10min on foot to the Fishermens Village ... We can highly recommend this villa and after years of searching we have finally found our location where we will come back immediately. I can only thank Yvonne & Victoria + Staff on behalf of my whole family for this experience. You are doing a great job !! You have earned 6 stars, the 5-star rating is definitely not enough !! THANK YOU VERY MUCH!!!!

Very welcome, we are so pleased you had a wonderful stay on Koh Samui and loved everything about Baan Jasmine!