More Than Pet Friendly
For Thitinad Dardarananda, the journey began in grief.
When her father passed away from COVID 19, the family home in Bang Na became unbearable, every corner filled with memories too heavy to carry.
“I once walked past the laundrette I used to visit with Dad,” she recalls. “I just broke down in tears.”
Once known for her bright smile, she found herself hollowed out, unable to stay among the shadows of the past. Leaving that home meant leaving the pain behind, but it also set her adrift. Endless nights in luxury hotels followed as she searched for comfort that never quite arrived.
It was not that the hotels were not perfect. They were. The sheets were crisp, the service polished and the butlers always on hand.
But that was the problem.
“Sometimes perfect protocol can make you feel a bit off,” she admits. “They would send a plate of chocolates when something went wrong. It looked flawless, but it did not feel human.”
Her partner, Pawarisa Udomthanapat, suggested that a true change of environment might help. Together they began the search for somewhere to feel at peace, with three Maltese dogs in tow: Kimi, Akradej and Matalada.
Yet the search only magnified the gap between luxury and belonging.
Most hotels treated pets as an afterthought. Windows were sealed, balconies unavailable, and access to lobbies and restaurants restricted. Sometimes there were even separate entrances to avoid disturbing other guests.
“It was like being second class citizens,” says Pawarisa. “We could not share the same spaces as everyone else.”
One evening, while driving through Bangkok, the warm glow of Shama Yen-Akat caught Thitinad’s eye. Unlike the faceless towers she had been drifting through, this one looked alive, almost beckoning.
The next day they checked in, and everything changed.
Here, balconies opened to sunlight and birdsong. The “kids” could watch the world outside, and the team welcomed them with genuine affection.
“The dogs are happy here,” Thitinad smiles. “And when they are happy, we are happy.”
For the first time, the couple did not feel like temporary guests. They felt part of a community.
The team were not simply service providers. They became friends. They remembered names, asked about the dogs and offered sincere apologies instead of rehearsed gestures when things went wrong.
“That sincerity means more to me than a silver tray of chocolates,” says Thitinad.
The practicalities completed the picture. Shama Yen-Akat was close to expressways, near shops and restaurants, and convenient for Pawarisa’s work.
They tried different room types before settling on the smallest one because that was where Kimi, their eldest, slept best. For Thitinad, the pets’ comfort always came first.
Over time, what began as a refuge became something far deeper.
She brought small gifts for team members, picked up Burmese words to connect with colleagues, and even helped a new security guard manage incoming cars.
“At other hotels, when I checked out, I just settled the bill and drove away,” she says. “Here, it would feel like leaving family.”
The lesson is simple. True hospitality is not measured in flawless service or grand gestures. It is found in the everyday: sincere smiles, patience and the quiet reassurance that both people and their pets belong.
Two years on, Shama Yen-Akat is no longer simply a residence.
For Thitinad and Pawarisa, it is sanctuary, community and home.
And in the heart of bustling Bangkok, where countless lights glow in the night, one shines brighter because it welcomes every member of the family, paws and all.
Shama, At The Heart of It All
Shama is thoughtfully designed for people who value space, ease, and a genuine sense of belonging wherever they travel. With properties in strategic neighbourhoods across Thailand, China, Hong Kong, and Malaysia, Shama places guests close to local life while offering the comfort and consistency of a place that feels like home. From spacious living and thoughtful amenities to friendly, intuitive service, Shama creates stays that are relaxed, reassuring, and effortlessly liveable — whether for a few nights or much longer.
Explore more: Shama
Story: Sue Rattanamahattana • Photography: Prattana Samransuk, ONYX Hospitality Group
ABOUT HEARTMADE
Created to celebrate the 60th anniversary of ONYX Hospitality Group, Heartmade is a series of heartfelt stories inspired by the people who make every stay memorable, from dedicated team members to cherished guests across Amari, OZO, Shama, Oriental Residence, as well as our spa and dining brands.
Through personal memories, meaningful connections, and moments of genuine care, the series celebrates the warmth and spirit of hospitality that have brought people together for six decades. Stay tuned for more inspiring stories from the Heartmade series.
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