Premier Village Phu Quoc Resort — Hotel in Phú Quốc

We stayed at Premier Village Phu Quoc Resort for two nights in the off-season, following a stay elsewhere on the island. While it offered some of the most breathtaking views and had truly stunning villas, a series of frustrating rules and baffling policies dulled what could have been the most incredible and memorable stay.||Check-In|Our arrival at the hotel was a little chaotic. We arrived after 3pm to find people and luggage everywhere. While we were promptly greeted, our bags taken, and given a welcome drink, the gentleman checking us in was slightly off and officious. ||I had contacted the hotel several times before arrival due to inconsistencies across their various websites (there are at least two) and received conflicting information, which was frustrating. A key reason for reaching out was to let them know I was bringing my partner and best friend on a special trip, and I was keen to avoid any discussion of money at check-in. This was my treat — fully pre-paid — and I wanted the experience to feel seamless and celebratory.||Despite this contact, there was confusion at check-in, and we were asked to pay again — which was upsetting. Even more frustrating was that, although the booking was in my name and I had already paid, the staff directed the payment request to my partner. This may have been a cultural assumption, but it felt inappropriate. It would be more professional for staff to address the guest whose name is on the booking, rather than defaulting to the male in the party. While it was resolved relatively quickly (once proof of payment was provided), it left me feeling a little awkward. ||Our guest relations host — who was present in the background during check-in — then took over and she (wish I could remember her name) was absolutely lovely: warm, kind, and thoughtful. She had clearly listened patiently during the payment conversation and understood the reason for our stay (my partner’s birthday was the day before). She went out of her way to have a birthday cake delivered to our villa — a very sweet and genuine gesture. She also discreetly apologised for how the financial aspect had been handled — something I really appreciated.|||The Villa|We stayed in a 3-bedroom ocean villa with a private infinity pool — and it was undeniably impressive. Architecturally stunning, beautifully finished, spotlessly clean, and filled with high-end features. Massive windows, jaw-dropping views, and meticulous detailing throughout. Even the polished concrete floors were beautiful — though dangerously slippery when wet. My partner actually slipped one evening and cut his head quite badly (he still has a scar above his eye). There are warning signs, but it’s definitely something to consider for families or older guests.||The main bedroom was pure luxury: crisp white sheets, perfectly soft pillows — just divine. Sleeping with the blinds open to the view was a dream. However, the second bedroom's bathroom was oddly exposed to the outside walkway/neighbouring villa — including the toilet and shower. A reminder to pull the blinds down... which I unfortunately learned the hard way.||The Beach – A Major Disappointment for Swimmers|One of the main reasons we chose this resort was the crescent-shaped bay — it looked like a swimmer’s paradise. Sadly, this is where things started to fall apart.||Guests are only allowed to swim in a small, roped-off section — maybe a quarter of the bay. At low tide, you have to wade a long way just to reach thigh-deep water, but by then, you're outside the permitted area. Lifeguards whistle and wave you back in immediately.||Surely part of staying by the sea is being able to actually swim, or at least get your hips wet? But when the tide was out, it was simply too shallow. Lifeguards were comically vigilant — even chasing paddleboarders who drifted beyond their tightly monitored boundary. There was no current, no boats — the only potential hazard was perhaps grazing yourself on the sand. It felt excessive, frustrating, and frankly, ridiculous.||We appreciate the need for safety and understand that the restricted zone offers peace of mind for parents with young children. But why not allow experienced swimmers to sign a waiver or allow adults to swim at their own risk?||We decided to walk to the far end of the beach, get in, walk to water deep enough for freestyle, and swam across the bay (less than 500 metres total). Even so, it felt like we were breaking the rules and that we would be reprimanded...||This restriction isn’t clearly communicated until after check-in, when you’re handed a resort map. There’s no real scale, and you only get a true sense of the limitation once you're on the beach. The bay was completely empty with no boats within the resort’s private area. If it was to protect the beach or environment then it's worth just communicating that.||Adding to the frustration: upon arrival down the beach we noticed two lounger sections within an 80-metre area. One was empty, the other had families with young children playing and enjoying themselves. We headed to sit in the quiet, empty section and were told we couldn’t. Eventually, after a polite conversation, staff allowed it. Still, it felt unnecessarily restrictive — as though it was for staff convenience rather than guest comfort.||Overly Restrictive Rules and Micromanagement|Sadly, the rigid rules didn’t stop at the beach. The resort was filled with strange and overly controlled policies:||- One drink at a time per person (under the all-inclusive package which we were) — to be ordered and collected from the bar. Carrying melting cocktails back in the sun was not exactly five-star service.||- No bottled water available after dinner or to take from the restaurant. We asked for one to take back to the villa and were told the kitchen and bar were closed. The tap water isn’t safe to drink, and we’d already used up the complimentary bottles. Room service was the only, rather excessive option or wait until morning.||- The summer roll cooking class was especially strange. I asked to join, after eating my lunch, when I saw a chef and two guests doing it (they had nearly finished). They were happy to include me — but I was told I had to request to join via the app. I did, waited, and heard nothing. A quick walk over to speak to staff confirmed my request to join had been received but the answer was no — because I hadn’t “pre-booked.” There were leftover ingredients and time (25 mins) left in the session. I explained we were only there for two nights and wouldn’t have another chance. Still a hard no. It was low season, the hotel wasn’t busy. It felt unnecessarily rigid. Lesson - prebook.||The App – A Digital Nuisance|The resort app was relentless. You’re essentially required to download it at check-in. Once installed, it bombards you with up to 20 notifications a day: upgrades, reminders, events, themed dinners, and more.||This was meant to be a relaxing escape — a break from screens and constant connectivity. Instead, I found myself tethered to my phone — something I hadn’t wanted. Eventually, I deleted the app to switch off — but doing so made it difficult to access essential information about the resort.||Constant Upselling|The upselling was constant. For example, even on an all-inclusive package, you’re invited to upgrade to themed seafood or BBQ nights. Surely those should be part of the offering?||It’s hard to believe the owners or operators have truly experienced a well-executed, five-star all-inclusive resort. Properties like LUX* manage this effortlessly — where “all-inclusive” genuinely means just that, and where app notifications don’t intrude on the guest experience.||That said, not all guests at Premier Village are on an all-inclusive package. While offering both models may provide flexibility, it also creates inconsistency. The lack of a clear identity — whether it’s aiming to be a premium all-inclusive retreat or a more standard B&B-style resort — ultimately undermines the sense of luxury.||Prices & Additional Charges|Some of the pricing felt difficult to justify:||- A massage cost 2 million VND (£60) — more expensive than in the UK. Hopefully, the staff receive a significant share of this, but I suspect not.||- Mocktails and smoothies were included in the all-inclusive package at the Swing Bar, Corallo, and The Market — but were chargeable at the Juice Bar Café (just metres away), despite using the same ingredients. Why?||- Crockery and cutlery were chargeable in villas. A small selection (coffee mugs, teaspoons) was provided, but a sign read:||“The resort is willing to provide cooking facilities in the villa with an additional charge of 1,500,000 VND per use. Additionally, we offer rental service for dining utensils of 150,000 per person per use, including a set of knives, forks, plates, chopsticks and napkins.”||Technically, outside food isn’t allowed — so what’s the kitchenette for? And what does "per use" mean? Not luxurious. We ended up eating the birthday cake from the box on principle — definitely not five-star.||- There was also an extra charge for ordering drinks from your sun lounger — but no charge if you walked 50 metres to the bar. Mind-boggling.||Dining|Breakfast at The Market was genuinely excellent — fresh, well-prepared, beautifully presented, and offering plenty of choice. I would have loved to try the pho, but unfortunately, they didn’t offer a vegetarian version.||Lunch and dinner at Corallo shared the same menu, heavily skewed toward Western fare — burgers, pizzas, and pasta — with very few Vietnamese options. Given Vietnam’s incredible cuisine, it felt like a real missed opportunity.||We frequently had to ask for the correct all-inclusive menu, as staff often brought the wrong one — even after we showed our wristbands. In hindsight, I wouldn’t recommend the all-inclusive package. At times, it left us feeling like second-class guests rather than valued ones.||That said, the food we did have was excellent in quality and taste, and the portion sizes were spot on. The issue wasn’t the food — which couldn’t be faulted — but the lack of variety and the way the experience was managed.||Staff, Cleanliness & Natural Beauty|Where Premier Village truly excels is in its physical setting. The beach (where you’re allowed access) is pristine. The gardens are lush, filled with butterflies and birds. Frangipanis were everywhere. The wildlife was lovely — though we didn’t see the monkeys we’d been warned about.||Whenever we passed staff, they always greeted us with a cheerful “xin chào.” Special thanks to the cleaning teams, the restaurant manager, bar and waiting staff, and of course, our guest relations host — all of whom were outstanding.||Final Thoughts - A mixed bag|The setting is undeniably spectacular. The villas are immaculate, the grounds are stunning — on the surface, it ticks all the luxury boxes. But for all its beauty, Premier Village lacked something essential: heart. The resort ran like a well-oiled machine, but staff seemed bound by rigid protocols, creating a somewhat robotic atmosphere that stripped away the ease and effortlessness I had hoped to feel. ||I shared some of this feedback through the app on our second morning — but never received a response. By checkout, I didn’t feel there was much point in raising it again, especially not with the kind front desk staff, who clearly weren’t responsible.||Maybe my expectations were too high — it was an important trip, and I genuinely wanted my partner and friend to have the best experience possible (and while we had a good time, it just wasn’t as awesome as I’d hoped). Or maybe the resort simply fell short. Either way, too many rules and too much control don’t add up to a truly relaxed or luxurious stay in my book.||So… if you’re looking for a clean, family-friendly environment with structure and predictability, this resort might suit you. But if you’re after a more relaxed, grown-up experience, the atmosphere may not deliver the kind of luxury you're hoping for.||(I’m not sure why I’ve spent so long writing this review — maybe in the hope that management takes something from it, or at the very least, that it helps another like-minded traveller make an...

Nothing but DISAPPOINTMENT and LOTS of FRUSTRATION !!

1. My brother & I checked in on 1/14. As we were waiting for our villa to be ready, we had lunch at Corallo, although the food was good, staff at the restaurant are not well trained, not communicative also OVERCHARGED our bill 1Million VND ($40 USA) When confronted, they didn’t even apologize nor acknowledge their mistake. I don’t understand how the Hotel has fancy app. and DEMANDING guests to utilize it for everything, but they don’t use electric register, they MANUALLY write and calculate bills, which oftentimes OVERCHARGE you if you don’t catch it. This includes paying your hotel bills. CANT BELIEVE a 5* hotel is still handwriting bills. It’s totally unfriendly; especially if you are foreigners and still trying to learn & get use to the currency exchanges. They don’t provide clear itemized bills.
2. We were given Villa 707, which has over 110+ steps and extremely steep stairs. Although it has a nice view, but it’s ABSOLUTELY BRUTAL to get in/out of the villa even for a heathy, young person. In addition, there are 3 levels within the villa. I’m a 61year old HANDICAPPED female with serious back & legs and other medical conditions and just recently had surgeries. Climbing up & down stairs is not an option and doing so is not without CRUTIAL PAIN & SUFFERING. Even young males staff here in their 20s who were helping us with luggages had hard times with the steep stairs. They were catching their breaths like crazy and understood my problems too. It’s also hazardous! I almost tripped and fell. After feeling so trapped in the villa, the next morning I inquired about changing room. I presented my case of physical challenges with Ms. Xuan. She listened and understood right away. She said Villa 707 is known for its steepest stairs at the premises. She also seemed empathetic about my issues and presented me with different room options and told me that due to my physical challenges she would allow me to move to a much better location which has very few or no steps to the front door without extra charge. Since my brother was not with me at the time and I need to consult with him, she gave me time to get back to her. About 15 minutes later, my brother and I agreed to move, Ms. Xuan was in the meeting at the time and her staff (Anna?) was helping us. At the end of our conversation, she was assured no additional charge, and the room would be ready when we are back from our day tour. While on tour, my brother received a text stating that there would be $150++ to change room because of their high tourist season. I Am utterly DISAPPOINTED and BEYOND WORDS at this big 5* hotel for:
3. KNOWINGLY PROVIDING an INFAMOUS, WELLKNOWN CRAPPY , HAZARDOUS , EXTREMELY STEEP HILL/HARD TO GET IN/OUT villa (your staff acknowledged the same as I spoke with many) to guests and then give them no option to change to a better accessible room. I also learned from several of your staff that villa 707 is famous for unhappy customers due to accessibility challenges and always got requests for changing room WITHOUT ADDITIONAL CHARGES (which should be, since the villa is somewhat NOT functional!!!)
4. GOING BACK ON THEIRS WORDS and CHARGING us extra $150 ++ per night for the rest of our stay (3 nights), which is totally NOT RIGHT & INHUMANE!! THIS LITERALLY IS INTENTIONAL RIPP-OFF and FRAUD!! Also, I PAID but didn’t get into the new place until 6.30pm. Besides review here, I DEFINITELY WILL RELATE MY FRUSTRATIONS TO YOUR CORPORATE. Communications = 1. If you look at the history of communication among your staff & mine via the app…. There are a lot of confusions, your staff couldn’t respond to my simple questions. I asked 1 thing, they replied different things. On an instance, a whole night passing by and no one responded. Most times your staff don’t know what’s going on … or give incorrect information to each other hence causing a lot of confusions & frustrations. I asked 5 diff. staff about Coconut Hunting , each have different answers. DEFINITELY NOT RECOMMENDING THIS...

I enjoyed my stay at this resort quite a bit. I was planning on staying roughly 4 nights but ended up extending my stay for another 4 nights. I stayed at the Eden's retreat and on the rocks villa and the experience was night and day. Eden's retreat held a more tacky or old style look which made the villa look relatively cheap vs on the rocks villa had a white on white interior which made it look way cleaner and had a cleaner feel.

The experience also had its ups and downs. I think the first day I was here I had one of the worst spa experiences I had in my life. I was explaining my situation to the spa reception and asked them to just split our time up because some of our friends weren't going. However after they agreed, one of the receptionists called “Yuri” went to the back and told my masseuse that I was there to cause trouble and for her to be wary of me. However, who goes to a spa to cause trouble and I was quite upset from the experience as I don't believe that's how a guest should be treated. Yuri lacked both professionalism and the comment was rather uncalled for. After the spa i talked to the managers and they solved the issue right away and Yuri gave me an apology. So if anyone does come, be vary of the receptionist Yuri.

Overall it was a good experience because the managers helped me solve all the troubles and issues I had. The two managers' names were Xuan and Sandra ( great peeps). I felt kind of bad because they had to work quite hard to pick up from their staff's mistakes (think the managers need a huge raise/ bonus for sure from all the mess they have to pick up) . I have also written the pros and cons of the resort down below.

Pros

-Very pretty view, one of the best views you can get in the entirety of Phu Quoc island. Food prices are relatively cheap if you have the Accor plus membership.

-Some of the staff are super friendly and nice Incredibly nice and calm beaches, also one of the best in Phu Quoc for sure.

-Has both a nice sunset and sunrise and you get both if you pick the nice villas.

-Good value as you get bank for your buck if you have Accor plus. ( Very shocked by the price difference between booking with Accor plus and without. ( a single night discount pays for the entire membership.)

-Most buggy drivers are super friendly and nice.

Cons

-Some staff do lack training and it is very apparent as well. They need to improve on efficiency as some of the well trained staff look overworked vs the not so well trained staff not doing things efficiently. It feels like they are unstaffed but they're not as staff aren't doing things efficiently enough so they end up doing more work that could easily be avoided. ( also think the well trained staffs need a raise because they seem to be doing most of the work)

-Cleaning staffs needs to be trained/ monitored more as sometimes they cut corners ( apparent as well) They almost never clean the patio of the villas ( i have stayed in multiple and 0 were cleaned) I even told them to clean before but they never clean it unless i sit there and supervise (Which i shouldn't have to as a guest)

-Cleaning also not up to the 5 star standard as well as many spots are still dirty ( Hard to manage the cleaning staff )

-No smart tv ( no Netflix , Youtube , etc. ) I think this upgrade is quite needed because the majority of hotels and resorts have it and makes the guest stay more enjoyable.

Overall the resort is great. I think the staff need to improve a bit more and then the experience would be great. However even with all the problems it is still a hotel that brings good value...