We have just returned from 7 days in a dlx villa and whilst the room was lovely, certain elements of the service fell well short of expectations of a hotel that considers itself to be 4 star.
Upon arrival after waiting over 20 minutes to receive our luggage, I went to retrieve it myself to find it sitting in a pile with all the other luggage where it was left upon arrival. After a 2 sector flight to get to Phu Quoc we just wanted to get unpacked and settled.
We ate in the upstairs restaurant the first night and whilst the food was excellent the service was poor- after being shown to a table we waited over 10 minutes to even be given the menu and offered a drink - not a good start.
Breakfast was at times was chaotic - lots of staff doing very little - we waited over 10 minutes for a pot of tea and had to ask again, the buffet was constantly running out of juice/ milk/ fruit / butter and not being replaced, so on one morning there was actually very little for me to have !. No one was checking the buffet area on a regular basis to see what items required to be refreshed. This I must point out was around 8.30am - not at 10.00am at end of service when you might expect less on offer.
The beach service was non existant - no one came around asking if you wanted a cold drink - you had to seek out someone to ask which was not easy . Also on our 2nd last day we arrived at the beach to find a whole section of the beach totally empty and all the sunbeds set up together sardine style under the trees in the shade. As we like to enjoy the sun with a brolly I asked why there were no beds on the part of the beach we had been on before to be told 'the manager has changed the beach set up' . I asked why, and no answer was given and when I asked to have 2 beds moved to the area I had been in previously I was bluntly told NO, and the beach attendant pointed me to go under the trees. I went to reception to complain saying in did not wish to sit under the tees in the shade literally on top of my neighbour and why a whole section of the beach was being left completely empty, and eventually a non Vietnamese person came down to the beach and told the beach team to move beds to let us sit where we wished. Same situ the following day but the beds were moved for us into the sun without having to complain at reception !! ( I think that's why we Europeans go the SE Asia - to enjoy the sun since we don't get much back home !).
As per a previous posting - yes horrible hard grey looking towels not what one would expect considering the cost of a room here and terrible lack of and understanding of English on the part of the majority of staff.
We have travelled extensively in SE Asia and this is the poorest hotel in its advertised category - 4 star- we have stayed in. Last year we did Burma which has only very recently opened itself to western tourists and everything was superb - the service in Vietnam has a lot of catching up to do. We did have a nice stay but considering the room rates this hotel charges it did not meet expectations and does not deserve 4 star status. We came home very dissaponited
- Also Known As:
- La Veranda Resort Phu Quoc, Member Of The Mgallery Collection Hotel
- Mercure Phu Quoc Island
- Accor Phu Quoc Island
- Official Description (provided by the hotel):
- Facing west onto the gorgeous guff of Thailand, MGallery La Veranda Resort Phu Quoc has an atmosphere of intimate luxury and a wide stretch of white sandy beach which affords wonderful sunset view. Beautifully designed and inspired by the colonial styles of the past, the boutique resort is for those who love the Phu Quoc island ambience and the tranquility that a tropical beach setting brings. ... more less
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