New World Phu Quoc Resort — Hotel in Phú Quốc

A Disappointing Stay at New World Phu Quoc: A Nightmare Vacation

Firstly, all the positive reviews are fake… only read the bad ones. Having just spent a week at New World Phu Quoc, I can confidently say this has been one of the worst hotel experiences I have ever encountered. Despite the glossy advertising and promising descriptions, the reality could not be further from the truth. The hotel feels like a poorly managed human farm, lacking any semblance of hospitality, service, or basic amenities.

I asked the concierge to book me a table for dinner at another hotel called ‘Regent,’ which is 5*. The concierge was told that the Regent was fully booked—I didn’t believe this as it was a Tuesday and the Regent has four restaurants. The concierge told me they are 100% not fully booked but just give this response as she was calling from New World and they do not want New World guests in their restaurants and then laughed…

The Staff: Untrained and Rude

The staff’s attitude was shockingly poor, with no sign of proper training or basic courtesy. On one occasion, I waited over 25 minutes for a golf cart to take me to breakfast (the walk was 10 minutes), only to have the person on the other end of the phone hang up on me while I tried to inquire about the delay. Worse still, I witnessed a golf cart nearly run over a nine-year-old, highlighting not just incompetence but a serious lack of safety precautions. Communication was almost impossible, as none of the staff spoke English adequately, leading to multiple misunderstandings, including being taken to the wrong rooms. Their rude demeanor and dismissive attitudes only added to the frustration.

The Facilities: Mismanaged and Dangerous

The reliance on golf carts to get around the vast property is a logistical disaster. Guests are forced to wait excessive amounts of time for transport, creating stress and inconvenience. The pool area is another nightmare—good luck finding a sunbed or even a towel, as there is a consistent shortage of both. The overall service by the pool and beach was nonexistent; in seven days, I was not offered a single drink or even a glass of water while lounging.

Even more concerning was the situation on the beach. The umbrellas provided are old and unstable, snapping in the wind and creating a significant hazard. I witnessed one umbrella fall on a little girl, leaving her visibly injured. Shockingly, the management did nothing to address this safety issue; the damaged umbrellas were left in place and continue to be used, posing an ongoing risk to guests.

The Food: Overcrowded and Substandard

Breakfast at New World Phu Quoc is nothing short of chaotic, resembling a crowded human farm. Over a thousand guests push, shove, and queue endlessly for subpar food that is often cold and unappetizing. With only two restaurants catering to the massive guest capacity of the resort, the dining experience is utterly dismal. Adding insult to injury, the menus lack vegetarian options entirely, which is unacceptable in today’s hospitality standards.

The guest demographic only adds to the misery. Many of the other visitors are inconsiderate and lacking basic manners, creating an atmosphere akin to a rowdy inland cruise ship. The noise levels were unbearable at times, with neighboring guests playing loud music throughout the day and night, adding to the chaos and discomfort.

While the beach adjacent to the resort is quite picturesque, walking just 150 meters further reveals a stark contrast. The area turns into a veritable landfill site, littered with rubbish, plastic, and debris, completely ruining the natural beauty of the environment. The lack of any cleaning efforts by the resort is appalling, and it is clear they have no interest in maintaining the area beyond their immediate frontage.

The resort’s location near the newly advertised “Sunset Town” was another letdown. This so-called town is a derelict ghost town with rows of empty, lifeless units that only add to the eerie and depressing atmosphere. It is advertised as a vibrant destination but is...

Aug 2024 Update: Repeat visotors from 1yr ago. Riccardo & Bea were amazing host! Bea remembered us from Aug 2023 and it felt like we were her special guest. Riccardo helped to save our trip from being ruined by a silly booking error on our part (we can’t thank him enough). We had the BBQ under the stars which was amazing and enough food for 10ppl but cost was really good & great service. Lorenzo was incredible to help with our last minute departure dramas. Improvements: English level has increased drastically, spa service has improved, still heavy Korean themed food for breakfast, more activities onsite! The amount of activities, shops, food bazar in Sunset town also has increased (go see Kiss by the Sea) & there is regular shuttle service there! Some downgrades: 1) About 1000 coconut trees were add to the beach making the beach view visibility about 5% it’s horrible/tacky and takes away from the beauty beach view from the pool. 2) Beach bar hit not open & no staff for beach guest (you have to walk to the pool bar to order). 3) Tap water cost! 4) the property is at about 70% capacity vs about 30% last year and will be at full capacity by 2025 so don’t expect a quiet resort. It’s still nice but a different feeling for sure. We are going next year for sure so do go, you will love it. Bonus: we also stayed at JW Marriot 1 night and we all missed New World. JW is super fancy but not personable, to big, to fancy & not value for money (super nice but not for a big family holiday).

Hidden treasure! Really amazing location & hotel with impressive facilities. Way to much to write so I will just stick to high level.

Value: Super super cheap! We will be back. 6 people stayed very comfortably and due to low occupancy it seemed like personal service the whole time.

Location: most beautiful beach I’ve visited in Asia. Calm, clean & clear! Shares beach with JW Marriott (for reference). Have some simple water activities. Town is “in progress” so you need to be ok with the look & feel and lack of activities.

Room: 3 bdr Villa with pool is spacious enough for 6. Location was near beach but path to beach non-existent. We cut through the neighbors garden vs waiting for golf cart to take us. One room has soak tub & outside shower. All rooms have on-suit & balconies. Huge living & dining space and kitchen with full refrigerator. Refrigerator is a bit confusing because you aren’t supposed to bring outside food onto the property & there is no grocery store on sight so either break rule 1 or don’t use fridge? Housekeeping came super early everyday (8:45am) which was annoying but this may be due to low occupancy. Need a broom in the room or housekeeping to sweep 2x a day. Also no dish soap to wash.

Service: 5 star service due to attentiveness and friendliness of staff but 3 star due to level of English (really really poor).

Food: 4 star because it’s super cheap but 3 star for variety. Breakfast looks like a big spread because it’s spread out but actually the selections are a little limited (a little). Heavily influenced by Korean preference but still accommodating for multinational. Only one restaurant on the property which I think will be an issue when at full capacity. Maybe beach kitchen will also open for dinner/lunch but currently it’s only open for breakfast and lunch is at Luna. Chef was really helpful on our last night to help us select a nice combo of food to give us a feel of Vietnam.

Spa: not better than Thailand but good & reasonable price. Have some promotions so go when there is promo. No issue to get a spot but limited staff.

Gym: Very nice because it’s new! But has all the things you need and a yoga room. The person manning the gym will even help you with your workout. Plenty of free weights, bar/bench and cable machines. 3 or 4 treadmills,...

WARNING!!! TERRIBLY EXPERIENCE!!!Communication does not exist! ZERO!! It’s soooo bad. I booked this resort due to good reviews on Agoda but I guess they’re all paid reviews because it’s bad. I signed up for their complimentary shuttle bus. I gave them my flight details and notified them that my flight was going to be delayed several times because everyone knows VIETJET always delays. I updated the resort on my arrival time to have them arrange a bus. They told me everything is in order however when I arrived there was no shuttle bus. I called them and they told me that the bus was full and already left. HELLOOOO!!! How is it full when I clearly requested a ride prior? She proceed to tell me that the only option was to wait 2 whole hours for the next bus after getting off a 4 hours delay flight. At this point I saw red flags, but was thinking maybe they’ll do better because it’s an awarding winning 5 star resort but no the disappointment continues. WIFI here is basically non existent, slow and no connection. Oh and the beach was trashy. So many plastic bags, ramen bags, chip bags. You’re literally swimming in trash and getting tangled in them. Since the resort is big it’s hard to walk around and explore, also lighting is limited at night so you’re basically walking in darkness. We experience several occasion with rude staff members that gave us terrible attitude and was unwilling to help. On our finally day, we checked out early and had already schedule a 12:30pm shuttle bus to the airport prior. We were ready and was waiting in the lobby at 12 but we didn’t hear any announcement that the bus came which was odd. A few minutes later we asked the front counter about the bus and she told us that they already left and that they come and leave on time. Mine you that we sat inside the lobby waiting for this shuttle since there’s no seating outdoor and we heard no info on the bus arrival. she didn’t even check or try to accommodate us and just left us stranded again. Usually, there should be a driver with a list of guest that will be on that bus checking off names to make sure they got everyone, but it seems so unorganized. We ended up having to figure out our own ride to the airport. While leaving, we spotted the shuttle bus, so turns out the bus did not leave on time rather they arrived late and the front desk didn’t even want to help confirm any of that info to their guest, but at that point it was too late and we already caught our own ride. That’s just to say that this resort does not live up to its reputation. New world need to retrain their staff, organized their services & connections, and strongly develop and practice their communication skills because customer service is extremely poor. Y’all don’t need to believe, but try staying there and experience it first hand. I’m not the only one with a bad review on this place. So y’all can do your own research and I promise y’all can find a better place to stay. Please don’t waste your time and money at this resort when I’m sure there are plentiful resort around Phu Quoc that can absolutely...