The Palmy Phu Quoc Resort & Spa — Hotel in Phú Quốc

We were booked for Palmy by our travel agent. On arrival there was no manager and one receptionist who was surly and unpleasant and ordered my husband to sign the papers. She had to lug our suitcases to the room without any assistance. The grounds are a construction site for a new building being built up against another part of the hotel so windows face each other by feet. We had paid extra for an upgraded sea view suite. When we got to our floor, we walked through a sad dark and sweltering hallway, in what appeared to be an entirely empty hotel. Our room had not been cooled before our arrival and was more than 30 c. The “suite” consisted of a sad avacado- colored room with a small couch and nothing more- not even a lamp - totally useless space. To maximize light in the bedroom, the bathroom has been separated into 2 corners of the room- fully glassed in inside and out! The blinds must stay closed for privacy and if you don’t want to watch your partner’s activities in the toilet, you have to draw a curtain around half the room - leaving you still exposed to the detailed sounds of your partner’s bathroom activities, but also not providing any ventilation to the toilet. There is a nasty looking dark corner room that says ‘massage’ on the ground floorthat I would not bother to look into and a minimal menu of available foods, leaving you having to walk the busy main road to alternate eateries. This place was so bad that we left within an hour, forfeiting a considerable amount of money, including upgrade, so that we didnt entirely deflate and spoil our last 3 days in Vietnam. All the reviews are horrible like mine. This place should go out of business. One more really negative point- after taking a photo of our passports, they kept my husband’s without asking or advising us. |My husband panicked when he couldn’t find his passport and I ran downstairs to check. No one at the reception area, but a bellboy who didn’t speak English, but who followed my pantomime and pulled from the front desk table top, a clear folder with my husband’s passport- not even in a locked drawer so cavelier about this holding of his single most important item. Even though they had his credit card on file, that is their custom. Utterly unacceptable. Apologies and refund should be provided, but has not been forthcoming to date. Lost...

Overall it was a decent stay. The resort is in a good location and staff overall were helpful.

The resort is still under construction, so there was dust all over the room floor. However the construction itself had no impact on our stay (ie no loud hammering or noise).

Walls were very thin so we could hear everything in the hallways and adjacent rooms. One night our Russian neighbours were playing disco music til past midnight.

Pools are very nice, the beach side pool is beautiful and the restaurant is right beside it. It's just a short walk (1min) from the resort rooms to the beach side pool. The resort itself has its own pools which is also very nice and way less crowded.

One downside is that the beachside pool isn't exclusive to the resort, so people will come to the restaurant, and use the pool for the whole day. Which means it's almost impossible to get a pool side table or chaize unless you get there early.

Now to the pool towels... They are a rarity and a high commodity. If you manage to get one, hold on to it for dear life. We even had our towels hijacked from us by a Russian couple. They simply walked up to our table and took our towels while we were in the pool, despite us telling them they belonged to us.

What is by far the worst of the entire experience: the mattresses. They ate awful, feels like you are sleeping on a wooden plank. We even complained and after much arguing they offered to switch us to a different room, only to find out the beds were the same. I don't understand how a resort who claims to be a 4 star hotel has mattresses which are more like box springs. One day I got food poisoning (which I suspect came from the bfast buffet) and had to spend 24h in bed. I was so uncomfortable on that mattress, my back and hips were wrecked.

This resort has potential to be amazing however they cut corners and don't deliver on simple things. If I come back I will try a...

I don't understand how this place gets so many good reviews. It has a small but nice beachfront pool area with a pretty view but this is where the good things end. We stayed in a Predium Delux Oceanview room that at first glance looked OK - nice view, with ok cleanliness and a comfortable bed. But the biggest issue was the bathroom, it started to flood the first night when the toilet was being flashed. We have brought the issue up and they seem to tried to fix it but at the end blemed it at the water coming from a different room and left it unresolved. Our last night, the whole bathroom flooded - the bathroom is one open space with a glass divider in the shower that doesn't do much, there are 2 drains that don't really drain well. It was really hard for the staff to fix the issue in an acceptable way. I understand that there is a language barrier but even after seeing how the bathroom water flooded the living space, we had to ask for the staff to mop the floor and provide us with extra towels. This whole island is pushing for tourism yet customer service is extremely weak, I understand different standards in different countries but in order to attract and retain customers they have a long way before figuring it out. In addition it's almost impossible to get a spot at the pool as the capacity of the pool area is way smaller than what the hotel can accommodate. Laundry service is very careless - we got color item back that got destroyed by bleach. The breakfast buffet is OK, lots to chose from but nothing special. I do not recommend this resort. It's supposedly a newer build but with no quality and with a lack of...