Thanks to the very high score of this travel agency, we (my husband and I) organized our honeymoon with them (some friends also suggested us to try them). We both have specific needs in terms of food and services which we have stressed extensively with them: - One of us is hyperactive and definitely needs to unload his energy with activities and tours. - food is extremely important for both as one has a very restricted diet - we both have high standards about food and drink that we are unable to radically change The agency then offered us a 5-star luxury resort ( Santhiya koh Yao yai in Thailand) - High standards and structure tested and verified with really good feedback - 7 restaurants with different cousins - High standards - A lot of different Activity during the day and the night - Possibility to easier visit Phuket - Resort English speaker Considering the wonderful description, we trusted them and booked the property. Upon arrival at the resort, unfortunately, the problems started immediately: it was expected a honeymoon welcoming in the room with decorations and fruit. we received a piece of cake wrapped in plastic wrap and written "happy birthday" Below of how in reality is was this “luxury 5 star hotel”: - the beach is equipped with about 20 sunbeds and if you are late, you have to settle for the swimming pool. the use of the beach is also poorly maintained and very basic (thin mattress directly on the sand and kitchen towels on top). - the bar service on the beach is present but in a "do it yourself" style with a QR code and no one nearby to ask for support in case of problems. the order generally arrives after about 20 minutes. If you want ice, you need to pay - The two swimming pools are essentially organized in the same way as the beach and to get beach towels you have to fill out a form every day for collection and return as often the staff disappears for hours - on the beach and on the swimming pools areas there is no form of entertainment (no music, no animation, no games) - there should have been several tours during the day to discover the local area and culture. a total fiasco: 4 tours are available and all for snorkelling. furthermore, the hotel reserves the right to cancel the tour the night before if there are not enough participants. to my question "but if you cancel it, what can I do?", they laughed on my face and replied "you can spend 10 times more and get a private tour". - to move from the room (hotel 5) to the beach area you have to call ZERO and ask for the pick up. when i called, the receptionist didn't speak english and she answered me “NO NO NO NO”. - of the famous 7 restaurants sold, there are only 2 and both with Thai cuisine and the IDENTICAL poor MENU. we tried the buffet restaurant but we didn't have the courage to swallow those dishes: food hours old, badly presented, dry and with the semblance of having been prepared the day before. - connections with phuket are not guaranteed: first boat available at 10 AM and last boat to return to the hotel at 3:30 PM. therefore impossible to visit the city - recreational activities in the multifunctional centre: present only 2 times a week 1 hour yoga course - The general maintenance status is not really good - At 4 PM the resort staff asked to all the customer to leave the beach because they need the space to prepare the tables for private dinners (with no manners and simply ignoring the fact at 4 is still really early) At the end of the first day we called the canary wharf agency to ask for help and transfer to a structure that was in line with the amount paid and contractually agreed. The travel angent was really understanding annd tried to help us contacting their emergency customer service. After 2 days, the trailfinders customer service basically replied that it’s our business. The fact they have not respected and honored the contract was not their problem seems. The solution proposed us at the phone was "pay us for another hotel at your total expense and then maybe when you come back to England we'll see if we can possibly give you something back". After an official second complaint, the travel agency decided to give us 500 pound (consider to have a 5 star hotel here for 9 days you need at least 3500 pound). Please be careful when you book with them a resort because If something happen, for their emergency customer service it’s simply your problem. After 4 days we are still waiting their help (will NEVER HAPPENED) TRAILFINDERS, i will remember my honeymoon booked with you and your ability to solve problems forever!