Thank you for writing this review, Alex.
However, this feedback mostly doesn't make sense in our particular deal.
First of all, this man is a dealer (i.e. competitor having some other rooms in the same building as well) and writing this report on behalf of his customer. I had no chance to get direct connection with the customer.
Due to current management problems in Novana Residence, everything is unfortunately not working there as they always should. If I'm not sometimes present in Thailand myself, it is difficult to solve things promptly.
This reservation came in 1-2 hours notice, so there was extremely limited time to prepare the room. However, normal room cleaning was performed and the key was available downstairs as planned. I received loads of messages during the same day and everything was solved and confirmed to be fine as the customer satisfaction is always my primary target.
About the details:
- Pictures are not really professional, they are showing exactly like the room is. Basic room layout is identical in the whole building. Furnitures are simple, modern and clean.
- Room cleaning in Novana Residence has been always good. If there are any untidy work regarding staff changes, the issue will be fixed immediately. Cigarrettes and papers may have been left since the staff is not allowed to through away valuable items from the customer. Bed matress cannot be cut half (?), but this issue will be investigated. Probably previous customer has left some broken double matress for the bed. It will be removed from the room.
- All the necessary bedsheets, blanket, towels were still available and I kindly instructed to open all the drawers to find them. One package from the previous customer was in laundry. I have deposit in the office for this purpose and all the other bills, customer should never pay anything there.
- Usually bathroom amenities are present even the room is rented as an apartment (less than 40% of the corresponding hotel room price). Unfortunately, if I'm not in present myself, it's impossible to make sure the presence of items like soap, shampoo, toilet paper or drinking water. Normally customers want to use their own stuff anyway. There is also a small cheap market around the corner, 24 hours open.
- Interned connection used to be free until very recent. At this moment the office is charging 300bht/month (8-9 usd). This information has been added also in the listing.
- As said, I didn't get even connection to the customer so I also didn't ask to do any tasks. I kindly asked this other Novana owner to order cleaning when they are returning the key downstairs (and he never did).
Lesson learned - from this on I will serve only you, authentic and real customers! :)