We are regretful to hear of the guests' experience while staying in our property. We specifically communicate to our guests prior to the arrival because we need to ensure that we will be able to assist our guests upon check in as they were arriving on their own. As for the insects, as in most tropical countries they are expected to come out and as long as our guests are mindful to close the doors, windows and keep the property clean all the time, then there should be no issues of such. Nevertheless, we apologize again for all the inconvenience that it may caused to our guests. We take all feedback seriously and will use this to continue to better our services for all our guests and we hope this helps address the concerns posted in this review and we hope to see our guests  back in Phuket soon.