Pullman Phu Quoc Beach Resort — Hotel in Phú Quốc

The hotel location & facilities are great.

The only improvement in need would be the poor service of reception - especially Ms. Linh at reception desk (I do not know what is her position). As Platinum membership, I have never experienced this poor and disrespectful hotel reception service at other hotels under Accor chain.

Hereby is the complaint that I logged with Accor Plus team:

-My primary objective of this trip is to meet up my business partner also my best travelmate - as his first trip to Phu Quoc island. Our initial plan is to meet up and have further discussion during our stays. My friend got early flight at 9:30 to Phu Quoc from Ho Chi Minh city HCMC. That's why I requested for early check-in support for him. On the other hand, I got back to HCMC on 27th from US and supposed to get on my flight to Phu Quoc at 18:30 on same day. Since this is 1st time My friend travels to Phu Quoc island so I asked another Vietnamese friend (Ms. Nhu) to accompany and support him. Upon arrival, my friends did not receive warm welcome from the receptionist because I was not there as an Accor member to check-in (despite emails to Reservation team regarding to my late arrival and request for early check-in support). Ms. Linh (at reception desk) questioned My friend about the booking as well as my absence. This is understandable as normal protocol. However things got to awkward issue and disrespectful manner to hotel guests when she insisted on my presence in order to support for check-in. My friend was informed that he will be charged with 30 millions VND to ensure my arrival later on same day - Ms. Linh told him this is hotel policy and 30 mil is equivalent to public price of Pullman. He was kind of threaten by Ms. Linh that our booking is not valid if I do not show up. Then my friend immediately called me and I talked with Ms. Linh to explain again about my late arrival. Over the phone, she requested to charge more for additional bed which I agreed while insist her to help my friend to complete his check-in. My friend eventually managed to get in his room at 2pm which is normal check-in. He called me to express his disappointment on how Ms. Linh questioned him and treated him at the reception desk - this is 1st time he experience such kind of unfriendly hotel services. In the evening of 27th Dec, there was a big rain happened in HCMC. All the flights were delayed or cancelled. So I could not get to Phu Quoc on that day. I got tired due to the jetlag as well so I decided not to risk myself in the bad weather. It was my bad that I forgot to send email to Pullman team about this. On early 28th Dec, my friend found out that his keycard was deactivated and he could not get into his room. He went to reception desk and was informed that he has to pay extra for the booking in order to continue staying. He called me to express his angry on this disrespectfulness with this horrible service of a 5* hotel. He would like to cancel his stay and move out to another hotel. I convinced him to talk to the Pullman receptionist (Ms. Linh) and remain at Pullman since I believe Pullman would be the best hotel for him in Phu Quoc. Eventually, he was charged another 2 millions VND (total 32 millions VND was charged to his credit card). Mr. Linh informed him that this is normal price of Pullman. With this additional charges, the total amount we paid for this 3-nights at Pullman ended up to be almost 56 millions VND ~ USD 3,000. This is ridiculous price to me and my friend. However, My friend did not want to create a chaos for his stay so he agreed to pay. He did ask for the official invoices / receipts of the additional charges. Ms. Linh said the booking was done under my name so all additional charges will be emailed to me. Up to today, I still have not received any email about these charges. He has big doubt whether the additional charges are official from Pullman because Ms. Linh did not provide any invoice nor references on public...

During my recent stay at Pullman Phu Quoc, I appreciated the resort’s relaxing atmosphere and hospitality, but several aspects of guest handling, facility maintenance, and staff communication could be improved.

Upon check-in, I was guided to the lounge for priority check-in service and received an explanation that lasted around 40 minutes, covering details such as Cavana bookings, complimentary minibar benefits, and resort credits. If I had known in advance that this package required such a lengthy explanation at check-in, I would not have chosen this package. If the package is so complex or frequently misunderstood that it requires this level of explanation, it may need to be simplified or redesigned. Furthermore, the staff member explaining these details (Ms. Neung—name uncertain) seemed unfamiliar with basic procedures such as handling overseas virtual card numbers. Despite my explanation, she repeatedly requested to see the physical card with the same number, which does not exist for virtual cards. This indicated inconsistency and a need for better training, even among staff assigned to the lounge priority check-in.

The handle (bar) of the private pool was not fixed properly. I reported this immediately upon check-in. I understand that it could not be repaired during my stay since draining the pool water would be required, but the explanation and feedback came too late, only after I followed up. This is a potentially dangerous issue, especially for children, and prompt action will be required to ensure guest safety. I will also provide a photo for reference.

The bathtub stopper did not function properly on arrival. The engineering team responded promptly, replaced the part, and resolved the issue.

The bathtub produced an unusual amount of bubbles. When I reported this, reception mentioned it might be due to water pressure. However, as we rubbed the tub surface, more bubbles appeared, suggesting residue from cleaning products. While I am familiar with the basics of water pressure, the staff member showed little interest in the matter, so I chose not to continue the discussion further. I had a photo of the situation, but our family decided to let it go at the time. I am, however, glad to be able to share it here for reference.

After check-out, I realized I had left my Bluetooth device in the room. We returned to collect it, and despite confirming our room number and booking details, the security staff initially presented us with an incorrect, cheap-looking device. We were quite surprised by this. Only after further clarification did they return with our actual item, sealed in an envelope marked with our room number.

Overall, the stay was comfortable, but I believe improved staff training, more consistent guest communication, and greater attention to facility safety and service details would bring the guest experience more in line with Pullman’s...

Our stay at Pullman was fantastic. Booked an ocean view room and was decently surprised by our experience. Starting with the room, there are two sinks and plenty of counter space. The balcony is wide and allows a good chill out at night overlooking the view. Provided wooden rack in balcony to hang wet clothes. The pool was huge and seems like they provided floats for guests to use. The beach is a short walk out but buggy service is provided. Sand is fine and white, water is calm. Not as clear as some other beaches probably because the sand is fine. Hotel also provides daily activities including provision of bicycles to ride. This part of Phu quoc is very well planned and plotted, there is a common road that runs across the patch and links all the hotels in this part of Phu quoc. It’s just right next to sailing club and Intercon. Breakfast had a big spread and service was fast. Avoided the morning crowd and had breakfast after 10. Loved that they are open till 11. The gym is decently equipped, although they can certainly put more equipments such as treadmills or stepper so that during peak time more can use it. Hotel was really nice to give 2 bars of chocolate from local chocolatier Bittersweet every day of your stay. Pullman also has various shuttle services to sonasea, grand world and the airport which makes it convenient. They are available at set times and is free for guests. The hotel is extremely well staffed though English ability for most is at most at basic level - asked for a soap bar but did not understand, asked for rubber slippers but got the room slippers instead ( twice and once via the app). The bathroom in the room provides the bath soaps in dispensers though the body lotion feels old and the dispenser was not working well. They had a decent amount of facilities for kids but not as much as Intercon, which is great for people with no kids as you don’t want it to feel like a family resort with too many kids running around and compromising the experience. The location of the hotel is great as it is away from the city Centre where traffic is bad. It’s close to the airport and close to sonasea and has no traffic. Overall great stay and will revisit. Paid quite a job price at 27.4m for 4 nights, Hope the standard will not drop as the neighboring hotels can offer a more luxurious experience at the same price or...