Mövenpick Resort Waverly Phu Quoc — Hotel in Phú Quốc

Nothing special, just ok. For sure nothing what You would expect from a 5 star resort. From start to finish nothing was top notch, not for the price that you are paying in the high season. We stayed 16.-25.02.2024 in the pool access room.

LOCATION The resort is remote so if you are planning on eating out you need to take a free city bus from the main road or a taxi. The biggest city is 20 minutes away where there are plenty of restaurants, spas and other resorts to choose from. Close to the resort is one small shop where there is laundry service, food and drinks. There is also a nice restaurant, unfortunately more like a coffee shop with nice design but not so many choices to eat. Resort provides an airport shuttle with a bus on a schedule. Takes about 40 minutes.

NIGHT ENTERTAINMENT There is no entertainment at all, no live music or anything what makes your evening time pleasant. The place seems dead and empty. We weren’t expecting any big parties but a local band near the bar would be nice. Once a week on Saturday is a one hour foam party in the pool for kids.

Gym is located in the main building and it’s well equipped. If You like running, the loop around the hotel is around 3 km.

ACCOMMODATION Pool access room. There are a few rooms with pool access. We’ve changed ours because it was located near a public gathering area and was noisy. We eventually got the third room which was better. The pool is not a deep one, is only 60 cm deep but we appreciate having water access. Water is not warm but for us wasn't an issue. You don't have any extra towels for a pool but you are able to take them from the gym or pool area. Rooms are clean and good enough. Nobody is checking if you have body wash or shampoo. Fridge is not cold so keep in mind if you like to have some cold drinks. Our room was not ready during check in and we had to wait a couple of hours.

FOOD AND DRINKS We had breakfast included. First we need to mention that in the high season this resort didn't have enough seats and there was a big queue to get to breakfast. First time this happened to us ever in a 5 star resort. Food was good enough. You have a lot to choose from but you don't have tomatoes every day and oats are missing. Everything else was good. Be prepared to pay extra for breakfast when you arrive in the morning before check in. A few times we ate lunch in the resort so my partner finished eating but I was still waiting for my order. Food was fresh and tasty. Every day is a chocolate hour with some cakes and chocolate.

SERVICE Nothing is top notch. Nothing makes your holiday special. The hotel doesn’t do anything for special events like birthdays. I’ve emailed the property beforehand but there was no response. Not a big one, just something to be aware of. Hotel staff are just doing their job. Don't get us wrong, they are friendly and nice but nothing beyond. English can be an issue as well sometimes.

Overall the Movempick wasn’t for us. It is a big resort with a big tourist turnaround. It's a 5 stars resort but we only rate it 3.5 stars due to a lack of adult entertainment, breakfast ques, location and a lack of...

So for update even worst now, we received a note in our family room very disrespectful, we are incredibly chocked and the hotel only say it was a note from previous guest, its been 3 days we are here and there was no such note before... its clearly note the usuel Accor Group services we are used too here

It is the first day for me at Movenpick i will update after a full week there.

The hotel is gorgeous and infrastructure too. The rooms are really nice (furniture, accessories at disposal, drinks).

However ,when you come to an hotel that is far from any activities or townlife, and a five star at that, that is for 5 star servicing to customer and peace of mind, so you expect a certain level of servicing . It never happened to me in any Accor group hotel, i always had good servicing and experience so i was happy to bring my family here. But here i was treated as a liar and not respected at all. I reserved bus shuffle for airport to hotel, i had an email confirmation but once arrived no one was their, even other hotels staff helped me search for driver from my hotel in front of airport gate, i also called the hotel staff they told me they didn't find my reservation and that i could come to the lobby of hotel to show proof of reservation or wait for 19:00 (7pm) bus shuffle. My flight was for 4pm and i waited until 5:30 pm searching for driver i was at the gate starting 4:48pm precisely. However staff never apologised and after coming to hotel with taxi they said i indeed had a reservation but that i didn't show up and driver sent a video (recording just a half of the gate airport and of course not our half i don't think it was made on purpose or at least i hope). Then Linh the responsible showed me the video multiple time with discontent behaviour as if she wanted to tell me i am a liar.

TRIP.COM was really of great support and had an irreprochable services they tried their best to be neutral and help but hotel was stubborn.

As i called the hotel through their app, now Trip.com support team is trying to retrieve through hotel staff the call date and hour of my call + recording to prove i wasn't lying and i am grateful for that.

One other thing the scent of burning smoke is suffocating outside and strong. Thankfully the scent is not entering in the rooms.

Also in the lobby they gave welcome drinks to some people and some not at all, of course they didnt offer us any apologies so a welcome drinks when you are not welcomed.... and Linh wasn't nice at all, i never saw such service (the Guy registering us was neutral and didn't show disdain to us so for me he was nice and situation wasn't his fault he did his best in this situation, he did well as he directly contacted responsable and took picture of our email confirmation to check situation first).

It is good to be the shield of your teams member but not taking our point of the situation seriously and making us feel like we are the bad one and the liars is worst service ever from a responsible of a 5 star resort at that.

Guys who showed us the rooms and carried our luggage were really nice and welcoming us well :)

I will...

Stayed for 6D5N with 2 adults and 3 kids aged 11 and under.

Location: It is in the middle of nowhere so if you just want to chill and do nothing, this would work. Otherwise it is a 20-min Grab/taxi to Grand World for food and massages.

Rooms: We paid extra to upgrade to sea-facing rooms upon arrival because the garden-view rooms I booked originally were not connecting rooms. This was not communicated to me when I did my booking despite my remarks and indication of children’s ages. Not a biggie - we paid extra to get connecting rooms which worked well. They all came with bathtubs which were great for kids. I have to add that we all had great sleep on the beds and pillows which is quite rare!

Breakfast: International range but pretty boring, tbh. Some days there were Korean and Indian food (3 dishes) but other than that, it wasn’t the most exciting range. I enjoyed the Vietnamese noodles soup station the most - they had a different noodle dish each day.

Pool: The swimming pool is HUGE which is a big plus point. We enjoyed it very much but bring your own floats and toys as you have to pay extra (?) if you wish to rent the large floats. I find this a little odd for a 5-star property. We also noticed that the lifeguard (?) seemed more interested in playing on his phone than actually looking out for swimmers. Another guest’s kid threw up right in front of him but he made zero attempt to get help to clear up the mess. We had to alert him to do so as the smell (due to strong winds) was terrible and this was also met with an attitude as if we disturbed his time on his phone.

Beach: It is a short walk to the beach from the pool but we barely saw anyone at the beach. There were deck chairs but no umbrellas so it gets unbearably hot (not surprised to see that those bench deck chairs remained empty). The waves are huge, probably due to the current season so definitely do not recommend swimming in it.

Service was inconsistent. Staff at breakfast and the kids club were friendly, but Front Office service fell short. During check-in, the staff was inexperienced and unhelpful when we requested connecting rooms, despite prior notes indicating we were travelling with young children. A birthday note for our twins was also overlooked—no gesture or acknowledgement, which was disappointing for a 5-star property.

The real issue was at check-out. A US$5 charge for a broken glass was initially refused for waiver, with a false excuse that it had already been billed. The female staff eventually agreed but did so grudgingly, with poor attitude and no professionalism. Her body language was dismissive, and there was no thank you or proper closure to the process.

This checkout experience marred an otherwise decent stay. For a reputed international brand, such service is unacceptable. Staff training, especially in guest interaction and service recovery, is urgently needed to uphold basic...