Dear Shunima,

I have read your review with very mixed emotions!
The reason why I am happy and thrilled is that you have found my colleagues to be "helpful" and you appreciated that they worked hard to make all Guests happy. All this with big and genuine smiles!
This for me is the biggest compliment Mantra can receive!
In addition it was very nice to read that:
You find our breakfast to be better than in other five star hotels
In your words our fitness room is brilliant
You have enjoyed our pool
You find the view from you room magnificent

Regarding the issues you have mentioned:

We never advertise that we provide complimentary upgrades. Complimentary upgrades are provided by us whenever it is possible. We have several factors to consider before upgrading Guests (availability, length of stay etc) one of the most important being the previous correspondence with the Guests. If for example somebody is active on our facebook page even before arrival we will do everything we can to return this kindness.
Demanding an upgrade will not result in receiving an upgrade because it is not fair towards the people who booked the higher category room.

We provide complimentary airport transfer to all our Guests.
This is a service that no other five star hotel offers. Not only do they not offer it but they seriously over charge for even a short transfer (charges can be 2500 THB per way even for a 15 minute trip).
On most days we provide complimentary transfers to an average of 101 customers. Because of the great popularity of this complimentary service, sometimes we have to use outside companies to make sure we can offer the free transfer to all our guests.
This of course is a significant cost increase for us but we believe that this is an important service and a very good way to show our Gusts our most important value: "Show Love"

Since the 1st of January we have provided complimentary transfer to 3470 persons and we had no complaints for using an outside company for a complimentary service.
Of course if somebody whishes we provide luxury transfers as well where the Guests have an option to choose between being picked up by our Luxury Jeep or by our Vintage Mercedes Limousine.
The minibar fridges that we use in all our rooms are specially built for hotels by Toshiba. We chose larger than the standard mini fridges because we would like to provide extra space for our Guests.

The PCs that we have in the room are client machines and we cannot allow the storage of Guest files for obvious privacy issues. If somebody would like to us "Word or Excel" for working can do so by using google documents, a free online service by google available for everyone since 2007 and used by hundreds of millions of people.

More importantly on many occasions our Guests need to use a scanner or print certain documents. They can do this by simply contacting our front office colleagues and ask them to help. We do not charge for scanning, printing or any such secretarial services because I dislike it when other hotels try to charge me for something as trivial as scanning or printing a page.

I do believe this is also a good way for us to exhibit to our Guests our most important value: "Show Love"

The negative effect of overconsumption is a real danger on this lovely island of Koh Samui. I am determined to make sure that we leave the least possible environmental footprint.
This is why:
We have our own wells so that all the water we use (tap water and in the swimming pool) is purified rain water.
We minimize our use of plastic product
Reuse packaging card board boxes for name cards
Use reusable glass bottles for drinking water
Print on recycled paper with soy ink
Use luxurious bathroom amenities that were created in an environmentally friendly way
Encourage our Guests to reuse towels
And this is why we do not refill packaged bathroom amenities unless we are asked to do so.
Bathroom amenities like shower caps, toothbrushes, nail files are reusable items. Refilling them would be encouraging senseless waist. Of course if someone would like us to refill them we will do so.

Like everywhere else on the island check in time is 2PM in Mantra.
Unlike everywhere else on the island, when Guests arrive early we make sure to provide them with their rooms as early as possible and free of charge. If their room is not yet ready we provide an alternative room for them so they can wait in comfort.

These rooms are provided complimentary because this is also a way for us to Show Love.

Of course if somebody would prefer to use our swimming pool, fitness center, spa, restaurant, yoga room, squash courts and bar area for waiting it is also possible.

Dear Shunima, I strongly believe Mantra is special exactly because it is not part of any international chain. We do not have committees with centralized policies, just a small group of enthusiastic individuals who live for hospitality. Mantra is a hotel created by love and with real personal attention. Everything you find here was sourced with a single idea: To make Mantra a lovable and personal five star hotel.
Robert

Deaer Aidan,

It was a joy to have you with us! Khun Armani and Khun Wooddy can not stop talking how kind and nice you were.

I appreciate very very much for your kind words and your big compliments!

We are looking forward to have you with us in a couple of months! Robert

Dear Poy_Girl,

It is very very nice to read how much you enjoyed Mantra!

I am truly sorry for the misunderstanding regarding the return transfers. they need to be booked in advance so we know exactly whom we ned to pick up and when. Since your review I have put an even higher empasis on informing our Guests about this.

I am very glad that you have enjoyed your stay in Mantra and we welcome you back with open hearts!

Dear Bookworm77,

The title of your review is "Fantastic Mantra" and this is exactly how I felt upon reading your review!
I am personally responsible for some of the quirky ideas in Mantra so it is very good to read that you appreciate this!
I am very satisfied that my colleagues have upgraded you to a COZY Room and I am truly happy that you enjoy it!
I would like to thank you for giving our restaurant a second chance I hope you have enjoyed your meal the second time!

It was great to read that you like your room and love our breakfast, but the best for me is the compliment you have given to my colleagues. Thank you! Robert