Dear Gemma,
Thank you for your review.
We are glad that you have enjoyed your stay overall in our property.
About the towel issue, I will go straight to the point : We did not humiliate you at all about the problem, and we haven't charged you while we were supposed to do it.
We just explained you clearly the problem that we could not clean the towel because it was full of make up, and to be careful for the remaining of your stay.
Normally, as it is write in the policy of the room (The paper you can find inside all of our rooms) we normally charge for a dirty towel that can't be cleaned, we did not do it that time, and still we get impacted by your review for being 'nice' with you.
Is that our fault if you make the towel dirty ? I don't think so... But for sure, we have been nice with you, talk nice as well, and we did not expect to get a 'bad' review coming from you as we did not think we had a problem with you. It is kinda disappointed.
Anyway you are still welcome in our property, apart of this issue, for your next holiday in Patong.
Best Regards
Pierre-Luc L
General Manager