Aura Beach Club — Restaurant in Phú Quốc

I had the worst dinner at the Aura restaurant next to the pool. The female staff member wearing glasses was extremely unfriendly.

During dinner time, my sister personally ordered onion rings, a Malibu drink, and a 1+1 beer while we were sitting on a two-person sunbed. Before the food arrived, we realized that the space was too small for three people to eat comfortably. Additionally, we were informed that the pool was closing for the evening. I found the interior of the Aura restaurant beautiful and wanted to move to a different seat. I asked a A different staff member who was not wearing glasses if we could change seats, and they said it was okay as long as we used towels to keep our swimsuits from getting the seats wet. The staff also asked for our sunbed table number, so I immediately asked my sister and told them, “Sunbed table 7, ordered items: Malibu, beer, and onion rings.” The staff confirmed and acknowledged this, so I assumed everything was taken care of and went to inform my mother, who was at sunbed 7.

However, when we arrived, only the onion rings had been delivered—our drinks were missing. My mother and I moved to the new table, assuming the drinks would arrive soon.

The Problem: Even after 15 minutes, our drinks still hadn’t arrived. We kept eating just the onion rings while repeatedly asking the staff when our drinks would come. They told us they had already been delivered to sunbed 7 and would bring them to us soon. While waiting, we ordered additional items: pasta and mango juice. Sunbed 7 was very close to our new table, yet the staff still took an unusually long time to bring our drinks. After some time, a staff member finally brought two bottles of beer, saying they had been delivered to table 7. However, the Malibu drink was still missing.

When I asked, “Where is the Malibu?” the staff member got angry and raised their voice, saying: “Why did you move before all the food was delivered?” Then, they rudely threw down two sets of plates, forks, and knives on our table—even though we had three people. Later, when they brought the Malibu, they practically threw it onto the table. We had originally planned to enjoy our drinks after a nice swim, but instead, we ended up having a terrible evening.

Questions: Why wasn’t the Malibu delivered to sunbed 7 along with the beer? • The Malibu was given to us much later, separately, and the staff member was visibly angry about it. • It was listed on our bill, but at the time, it was completely missing from both sunbed 7 and our new table. • We ordered it, but it never arrived Why did the staff get angry when we had already informed them that we were moving tables? • If you are curious, check the CCTV. You can confirm that I informed another staff member before moving to a different table. • If there was miscommunication among the staff, is it appropriate for them to take out their frustration on customers?

This experience completely ruined our evening.

In the end, a kind male manager apologized to us. He offered some complimentary service as compensation, but we declined and instead requested an apology from the female staff member wearing glasses.

After receiving guidance from the manager, she eventually apologized. However, while bringing the Malibu drink, she repeatedly insulted us more than 10 times in a loud voice to other staff members, making sure we could hear her. We had to endure those offensive remarks while eating our food.

When my sister went to make the final payment, the manager informed her that they had not charged us for one mango juice. While we appreciate the gesture, it doesn’t change the fact that we had a terrible experience on the first day of our family trip due to the poor service and...

We were here with my husband for a day pass experience. But the staff was so unprofessional. They barely spoke English. And if we would ask back, they say the same unclear something but quieter and quieter, so you feel like an idiot, standing there and asking to repeat million times but they actually dont say the sentance in English 😅I am used to people in many places in Vietnam to at least try to use google translate, but not here. Here they "pretend" like they speak english. Only 1 person maybe actually spoke it.

For food we got vegetarian panini, fries, and sea scallops and drinks (it was served quick, so that was nice) but everything was so blunt and tasteless, and so overpriced for what it was :/ Scallops were cold and felt like not freshly made. The best part was fries 🙃

There were many waiters here, yet it was a chaos? Seemed like there was no distribution who does what. We came in after lunch, cause their qr code to be able to order at the beach didnt work. They needed 5-6 staff members to consult between each other how to "handle" our case and us again standing in the background and waiting. What they couldnt communicate or decide who should tell us is that we exceeding amount, which is totally okey! (Although, funnily enough they dont write in the menu I believe that VAT and service fee is not included. Also - for this service...). Whats not okey is that they needed the whole crew to stand there and whisper to each other, while we stand there and wait? Really? At a 5 star hotel?

And after waiting around and trying to deal with this whole "situation", which really wasn't a situation but they made it to be, our closed beer got warm as it was a very hot day. We wanted to change it to the one in fridge after paying at last, but the staff again started to whisper between each other, it even got comical, yet not in a funny way. It was until one of them dared to say: "let me check first", to actually check if the beer got warm! Seriously, its 30 degrees outside, while trying COLLECTIVELY communicate that we need to pay more, of course it got warm. Checking and AGAIN making it a bigger deal out of it than it was, which is such unclassy way of treating customers was a cherry on the top.

We wanted and would order more, it is not about money, but we simply did not want to bother with that unpleasant attitude from staff from both reception and a restaurant. Do...

Romantic candlelit anniversary dinner on the beach! Very grateful to Asst Manager Ms. Mai Ngoc Thanh Tam (most fluent English speaker at Movenpick WaverlyHotel) who suggested and orchestrated this amazing flower festooned private candlelit sunset dinner on the beach when we reached out to the hotel for help in celebrating our anniversary. We chose the Asian menu for its shrimp, lobster crispy noodles, and dessert the other options were Western and Fusion. The package included our choice of cocktails and red or white wine and several surprises! From Day 1 when Ms. Mai Ngoc Thanh Tam welcomed us with open arms, Movenpick Hotel Phu Quoc‘s Aura Beach Club has been our happy place for 7:30AM beach yoga, poolside lunches, happy hour & starlit dinners! The practically open-air Aura Beach Club overlooks the pool and beach. We highly recommend the very hospitable and professional staff, the tapas, the crab-packed crab fried rice, Taco Tuesday guacamole, the smoked duck & truffle pizza, seafood salad, garlic bok choy, 2 for 1 Happy Hour inside the pool or out, and do claim the 2nd table from the beach but next to the pool with the glorious sea and sunset view. In March there was always a nice sea breeze keeping us cool. Do ask for Mai she is a gem- a true professional with a bright future in...