Worse experience in my life
My experience with this hotel completely ruined our New Year’s holiday.
The situation was caused by a serious booking failure involving both the hotel and Agoda. Unfortunately, instead of helping a guest who was already staying at the property, both parties spent hours shifting responsibility to each other.
I paid USD 2,300 for 5 nights at this hotel — which is an extremely high price for Vietnam and sets very clear expectations for a genuine 5-star experience. The stay was fully prepaid, confirmed, and non-refundable. We specifically chose this hotel to celebrate New Year’s Eve.
We checked in on December 31st. Later that same day, the hotel informed us that we would be forced to check out on January 1st, despite having a confirmed booking until January 5th.
What followed was shocking. The front desk staff clearly stated that this was “not their responsibility” and that the problem was related to Agoda or their partner. No help was offered at all — no relocation support, no contacting other hotels, no practical suggestions. We were simply left on our own.
As a result, I spent more than 6 hours on international roaming calls with Agoda on December 31st, trying to resolve the situation, instead of celebrating New Year’s Eve. This alone caused significant stress and additional costs.
Although we did eventually receive a refund, this happened on December 31st, during peak season. At that point, 5-star hotels in Phu Quoc were priced at USD 10,000–12,000 for the same period, not USD 2,300. There were no realistic alternatives available.
In the end, for the same budget, we were forced to stay in an apartment or a low-category hotel, which completely destroyed our New Year’s plans and severely affected our overall impression of both the hotel and Phu Quoc as a destination.
The hotel later apologized in writing for the lack of on-site support, which confirms that guests were left without help when it mattered most.
Regardless of where the original booking error occurred, this level of service is completely unacceptable for a 5-star hotel.
