Sunset Beach Resort & Spa — Hotel in Phú Quốc

We enjoyed our stay at Sunset Beach Resort. We are a family with 2 teenage boys from Australia and stayed for 7 nights.

The location is great. About a 25 minute walk to the night market. There are alot of restaurants, massage and spa shops about a 2 minute walk from the hotel. The hotel is located in a side street. We recommend Bo restaurant and coffee.

The pool and beach are lovely. The pool temperature was perfect and the beach temperature was warm.

The rooms are very nice, modern and spacious. It could do with some draws for storing clothes. The shower pressure wasn't great and we found it hard to control the temperature at times, whereas our other room had good temperature control and pressure. We booked 2 rooms but they were about 20 metres away from each other on the same floor, which was a bit of an inconvenience as our boys are young teens.

The pool/beach restaurant food is very good and reasonably priced. We would like to mention Thuy An from the bar/restaurant. She was lovely, friendly and pleasant to deal with. She always provided great customer service and with a smile.

The hotel staff are friendly and helpful. I slipped on the stairs outside of reception because it had been raining and the stairs were wet as the tiles are non slip. The staff came to my aid immediately and helped. They called a taxi for me to take me to the local medical clinic and covered the cost of the taxi. They checked in and asked how I was. They were apologetic. There was a carpeted area to walk down but only a small area. They have since fixed it and put carpet on all parts of the steps.

The only downsides are the breakfast and lack of pool service around the pool. For example the towels are at reception so you have to go get them yourself. My boys asked for towels and the attendant told him they are at reception and to go get them. Also you have to go into the restaurant by the pool to order food and get a menu. In our experience travelling, and we travel alot, 4 star hotels provide pool service.

For breakfasf the hotel serves mainly Asian food so there's not much to choose from. The majority of guests were Vietnamese or European. For example there aren't any pancakes, waffles or bacon. I raised this with hotel reception and they said these items aren't popular with their guests. There is an egg station but the staff don't speak English so it is very difficult to communicate how you would like your eggs cooked. Even google translate didn't work. The hotel did offer us pancakes on one of the days which was nice, but im pretty sure that was to make up for my fall. There is alot of vegetarian dishes on offer.

We would consider Sunset Beach Resort if we return to Phu Quoc, if the pool service and breakfast...

Unprofessional staff with no etiquette: No way a 4 star property|We reached earlier around 12 and requested for early checking (offered to pay hourly charges) as we came after 12 hours flight and my daughter was super tired. I discussed my situation with the concierge lady and requested early check in. She said it will take and hour to get room ready. We went out and came back, asked again at 1 pm and now she bluntly responded check in is at 3 pm. I explained entire situation again and requested again ( as if she forgot everything we discussed in 60 min time) then she said she will check and let me know. We were sitting just in front of her desk but even after 30-35 minutes she didn't bother to come and tell me weather its yes or no or offer me alternative that you guys can check cafe, relax around beach shack. I mean this is the peak of inhospitality for anyone claiming themselves 4 star.|At this time my girl was crying because of tiredness so I went again to request and she said she can't confirm but try to give me room before 3 pm. Now by this time I saw other families , groups, couple coming and getting checked in (this is aroun 1:30) . Meaning they are doing early checking to people they prefer or choose but she still didn't provide me any update. Around 2:40 when I asked what is the statUs she said my floor is not ready and she will try before 3:00.|And funny enough she did tried and handed me room key at 2:57... so that I can go inside my room by 3:00ish.|Now more ignorance unfolded when we saw family and groups who checked in around 1:30 ish in same floor and room type. Meaning only this room in floor seven is not made|Another thing, have some courtesy with family with young kids. If you would have told me beforehand that no room will be available till 3:00 rather than haggling I would have planned some resting/relaxing things for 3 hours rather than waiting in lobby with uncertainty|Also as a front desk person you all should have (around 3-4 person were there) common sense or general understanding to support in these scenarios. You had pool, spa, play area, restaurant, cafe... you should share these details and let customers use them.||Not recommending...

Unprofessional staff with no etiquette: No way a 4 star property

We reached earlier around 12 and requested for early checking (offered to pay hourly charges) as we came after 12 hours flight and my daughter was super tired. I discussed my situation with the concierge lady and requested early check in. She said it will take and hour to get room ready. We went out and came back, asked again at 1 pm and now she bluntly responded check in is at 3 pm. I explained entire situation again and requested again ( as if she forgot everything we discussed in 60 min time) then she said she will check and let me know. We were sitting just in front of her desk but even after 30-35 minutes she didn't bother to come and tell me weather its yes or no or offer me alternative that you guys can check cafe, relax around beach shack. I mean this is the peak of inhospitality for anyone claiming themselves 4 star. At this time my girl was crying because of tiredness so I went again to request and she said she can't confirm but try to give me room before 3 pm. Now by this time I saw other families , groups, couple coming and getting checked in (this is aroun 1:30) . Meaning they are doing early checking to people they prefer or choose but she still didn't provide me any update. Around 2:40 when I asked what is the statUs she said my floor is not ready and she will try before 3:00. And funny enough she did tried and handed me room key at 2:57... so that I can go inside my room by 3:00ish. Now more ignorance unfolded when we saw family and groups who checked in around 1:30 ish in same floor and room type. Meaning only this room in floor seven is not made Another thing, have some courtesy with family with young kids. If you would have told me beforehand that no room will be available till 3:00 rather than haggling I would have planned some resting/relaxing things for 3 hours rather than waiting in lobby with uncertainty Also as a front desk person you all should have (around 3-4 person were there) common sense or general understanding to support in these scenarios. You had pool, spa, play area, restaurant, cafe... you should share these details and let customers use them. Not recommending...