The Shells Resort & Spa Phu Quoc

The hotel offers a stunning view and a beautiful swimming pool, which are definite highlights. The food is also quite good, making dining a pleasant experience. However, the overall service leaves much to be desired. The staff is limited in number and not very polite, which affects the guest experience. Additionally, the check-in and check-out process is slow, and luggage handling takes more time than expected. There were also some technical issues, as the system seemed buggy. While the setting and amenities are appealing, the service quality needs significant improvement to match the expectations set by the location and facilities.

The room was spacious and the breakfast was very good. However, I can only give 3 stars because: 1. Service is absolutely bad. Housekeepers didn't change bed sheets for 4 nights and provided as minimum cleaning as possible. On top of that, sometimes, they didn't provide big towels after cleaning. There was one day the room was not even cleaned until 4pm even I requested the cleaning service before I left the room at 11am. During my 6 nights staying, I didn't feel comfortable. 2. When I checked in, safe box was not working and the hole in the shower was clogged. This hotel obviously didn't check everything before giving the room to me. I had to request for fixing and waited until the issues were fixed. I was not happy to check facilities and to report issues to the management. 3. There was private beach that was not swimmable. The hotel was far from the downtown, so I had to use grab most of time. 4. The hotel provided the instructions to communicate with WhatsApp and my messages were never even read. My stay was stressful and I won't return this hotel for sure.

I recently stayed here during my holiday in Phu Quoc. While the room itself was new, clean, and comfortable, the rest of the hotel was very disappointing. The pool had loose wire exposed from the filter, the hotel building itself and other parts were run down, with rust visible in several places. The spa and gym area was unpleasant — it smelled musty, was dusty, again run down and had an eerie, neglected feel. The hotel obviously does not keep up to the safety and standards of a 5 star hotel, especially around maintenance. On top of that, the cleaner left our door wide open after servicing the room, which was a serious safety concern. For the price and rating, I expected much better upkeep of facilities and basic attention to guest security. Unfortunately, I would not return or recommend this hotel until significant improvements are made. This hotel is not a 5 star nor does it deserve to be a 5 star. If it was rated a 2/3 star, I’d understand. Staff were nice.