INTERCONTINENTAL RESORT Phu Quoc, Vietnam š»š³ć4K Resort Tour & ReviewćDISGUSTING š¤®
So, how many hairs does it take for youĀ to reach your breaking point? Turns out,Ā Ā mine is around 16. We are going to have a lovelyĀ time today, so get your hair brushes and sickĀ Ā bags ready and I suppose, welcome to Phu Quoc. For those of you that are new to the channel,Ā Ā
Thanks for stopping by, my name isĀ Kevin and I am the Flip Flop Traveller.Ā I think the internet is in need of a whole lotĀ more honesty when it comes to airline and hotelĀ Ā content and thatās why Iām here- Iām just hereĀ to be real. I make trip reports and high endĀ Ā
Hotel reviews and I always self fund my trips.Ā In fact, youāll always be able to find the exactĀ Ā price I paid in the description below. ThisĀ video was created without the knowledge ofĀ Ā or compensation from Intercontinental because IĀ want as normal of an experience as possible. So,Ā Ā
In this video today, Iām going to give youĀ nothing more than my personal, honest andĀ Ā unbiased opinion based on my own experience. Right now Iām on my way through Phu Quocās mainĀ Ā town Duong Dong- some might say, the fish sauceĀ capital of the world. I was coming from anotherĀ Ā
Resort on the island- so donāt get confused if youĀ donāt see the town on your way from the airport.Ā I am a firm believer in many things, twoĀ of which are: it is what it is and thingsĀ Ā
Can always change. So with that in mind, IāmĀ going to treat this video like just about anyĀ Ā other resort review, even though youāre allĀ probably here for sixteen specific reasons.Ā If youāve seen either of my previous videosĀ on this series at the Regent or the Pullman,Ā Ā
The Intercontinental is right in between theĀ two of them, literally beside the Regent.Ā Both The Regent and The IntercontinentalĀ are part of IHG Hotels group and on a moreĀ Ā local level are both owned by Syrena Vietnam,Ā the hospitality arm of the local BIM Group.Ā
Arriving at the resort is a very veryĀ Intercontinental affair. As far as largeĀ Ā resort brands go, I find Intercontinental toĀ be one of the most consistent when it comesĀ Ā to the visual design and experience. I thinkĀ this is the fourth or fifth IntercontinentalĀ Ā
Resort that Iāve reviewed on the channel fromĀ this side of the world and they all have aĀ Ā similar feel. More classic than modern. Open andĀ airy. Inviting but a bit generic. I can appreciateĀ Ā both sides of this- I enjoy the consistency butĀ sometimes I do wish Intercontinental would stepĀ Ā
Outside of their comfort zone just a little bit. If you head down to the description youāll findĀ Ā my next five videos to come out as well asĀ other bits and pieces like the soundtrackĀ Ā titles featured in this video. On your way downĀ there, donāt forget to subscribe- I release fullĀ Ā
Length videos every Thursday and Saturday. As you walk inside you are first greetedĀ Ā by a soaring central atrium whichĀ spans the 19 floors of the resort.Ā The resort was designed primarially byĀ P49Deesign out of Thailand, a designĀ Ā
Firm Iāve featured on the channel quite a bit. As you walk further back youāll reach theĀ Ā reception and lounge area. Both my checkĀ in and check out experiences were the same,Ā Ā in that I was essentially ignored for a while,Ā found a seat and just waited to catch someone’sĀ Ā
Eye. The check in desks all face towards eachĀ other in a small area on one side of the lobby,Ā Ā so unless youāre standing smack in the middleĀ of them, thereās not really a place to queue up.Ā Eventually when checking in I was greetedĀ with a glass of mystery juice- my guess isĀ Ā
Kumquat sugarcane- which was very refreshing. As we walk around and head to the pool area,Ā Ā let me tell you one thing that shocked me whenĀ I was doing research for writing this script.Ā As Iāve mentioned many times before,Ā unless a property is historic, I generallyĀ Ā
Donāt do any research about the history of theĀ place before arrival. Objectively throughout myĀ Ā stay, I thought the hotel looked really good-Ā as in was in great condition for a 15 year oldĀ Ā hotel which had recently been refurbished.Ā When I saw that it had just opened in 2018,Ā Ā
My jaw literally hung open for a bit. Maybe itāsĀ just me, but from the building exteriors to theĀ Ā furniture and just about everything in between,Ā this resort just has a very 2000s vibe to it.Ā Before we dive in further, letās take aĀ look at where we are. Phu Quoc is VietnamāsĀ Ā
Largest island in the far southwest of theĀ country known for fish sauce as I mentionedĀ Ā and peppercorns. I suppose you could say itās aĀ well seasoned island. The resort is around a 15Ā Ā minute drive from the islandās airport. Just to the south of the resort is TheĀ Ā
Regent and on the west side is the resortāsĀ namesake Long Beach. When we get into it,Ā Ā for reference, my first room was facing the RegentĀ here and my second was facing the interior of theĀ Ā resort here. What I find most interesting thoughĀ is the resort’s likeness to a cartoon robot.Ā
If youāre curious about the best time toĀ visit or driving times and taxi fares,Ā Ā this is the graphic for you. The resort with its 459 roomsĀ Ā has one large primary pool in the center of theĀ resort, which I suppose is technically two poolsĀ Ā
Butt up together. Occupancy was not too highĀ while I was here- though it was the highest forĀ Ā sure of all of the resorts I stayed at on theĀ island on this trip- but I would be curious toĀ Ā
See how this pool looks at peak capacity. Rather,Ā Iād be scared to see how this pool looks at peakĀ Ā capacity. Considering how many rooms there areĀ towering over us, it feels woefully undersized.Ā The thing I found the most off puttingĀ about the pool area was how early theyĀ Ā
Started to close it down. This clipĀ was filmed at 4:47 in the afternoon.Ā Hereās your friendly reminder to click thatĀ thumbs up button, subscribe to the channelĀ Ā and share this video with friends and family.Ā Those are truly the easiest ways- all free forĀ Ā
You- to help the channel grow. If youād like toĀ support me further my Patreon is linked in theĀ Ā description below. Thanks very much in advance. Let me just turn on some nicer weatherĀ Ā and we can head down to the beach. The north and the south side of theĀ Ā
Resort are very different from each other. On theĀ south side where we are now youāll find the spa,Ā Ā the villas, Club Intercontinental andĀ an overall lush and beautiful feel.Ā The north side of the property is equally as lush,Ā but is home to the signature restaurant Lava asĀ Ā
Well as the childrenās club and playground.Ā Definitely something to consider when bookingĀ Ā if thereās a specific place youād likeĀ to be closer to or further away from.Ā Now that the Fusion Phu Quoc has closed, IĀ do think that Long Beach is the nicest easilyĀ Ā
Accessible stretch of beach on the island.Ā During my stay it was kept spotlessly clean.Ā While the beach front facilities and amenitiesĀ here are certainly not as elaborate as next doorĀ Ā at the Regent, I kept needing to remind myself theĀ Intercontinental is also around half the price.Ā
Letās have a bit of a stroll around the southĀ side of the resort and head to the spa. A bitĀ Ā out of character for my videos to visit soĀ soon, but itās a Harnn Spa, one of my favoriteĀ Ā brands and a beautiful facility. Knowing that the spa was Harnn,Ā Ā
I was actually a bit disappointed that the in roomĀ products werenāt also Harnn, but at the same time,Ā Ā that probably also means that this is a spaĀ truly run by Harnn rather than just in name.Ā While it didnāt get much fanfare in the regionĀ while opening, this resort is pretty significantĀ Ā
For IHG Group, being the 1000th property forĀ them outside of the Americas. The history ofĀ Ā Intercontinental is a really interesting oneĀ which was actually conceptualized at a breakfastĀ Ā between Pan Amās founder Juan Trippe and USĀ President FDR. For a more in depth history,Ā Ā
Feel free to check out my IntercontinentalĀ Fiji review linked above and below.Ā While Intercontinental I think most wouldĀ agree is the premium anchor brand of IHG,Ā Ā at 208 current properties they makeĀ up less than 4 percent of the groupāsĀ Ā portfolio of over 6000 hotels. Though, thereĀ are also 90 Intercontinental in the pipeline.Ā
Ok, so by this point from what weāve seenĀ so far itās a beautiful resort that feelsĀ Ā a bit compact and a bit generic, but overall is aĀ beautiful and lush location, ideal for families.Ā What isnāt ideal for families though are theĀ cleanliness standards here or the flippantĀ Ā
Disregard of some of the housekeeping staff. IāllĀ be more specific, one of the housekeeping staff.Ā Both of my rooms were in one of the ālegsās ofĀ the robot, so to speak. The open air corridorsĀ Ā on camera look a bit gray and drab IĀ think, but in person they actually feltĀ Ā
Really nice with the greenery swaying inĀ the breeze and the massive Koi pond below.Ā Here we are heading to my second room- andĀ without further ado, why I had a second room.Ā Normally I film moments after arriving inĀ the room after a very brief look around. ThisĀ Ā
Hair was staring at me sitting on top of theĀ toilet. For a lot of this Iāll rely on photosĀ Ā which show things like this better. The concerning part wasnāt JUST thatĀ Ā hair though, but also this spot over here. AndĀ then realizing that the entire toilet seat coverĀ Ā
Is covered in the same splatter. I understandĀ it’s difficult to see on camera but I canĀ Ā assure you with every fiber of my being, thisĀ is what we like to call in the industry, pee.Ā
So, that got me looking and good God I did notĀ like what I found. First of all, nearly everyĀ Ā surface was covered in not pee, but some sortĀ of soap scum drippage. Then I decided to take aĀ Ā closer look and found these two guys. And these two.Ā
And these especially gross two. And it just kept going. This is allĀ Ā in the bathroom. Oh and the glasses alsoĀ had lipstick residue. I called the frontĀ Ā desk and asked for a supervisor to come to myĀ room double quick. I showed him, he profuselyĀ Ā
Apologized and I asked for a different room whichĀ had a different housekeeper. Letās keep in mind,Ā Ā I genuinely didnāt inspect the rest of the room,Ā but if the bathroom was this bad, I didnāt wantĀ Ā to be anywhere near any of their rooms. 15 minutes later I was escorted to myĀ Ā
New room just across the hallway basically. HeĀ apologized again and I was left to look around.Ā Surprise surprise, the bathroom was not full ofĀ hair this time, but the bed was! I called andĀ Ā again asked for a supervisor to come to my room.Ā A different one came and immediately could see theĀ Ā
Problem. She called her manager I suppose and thisĀ is where my Vietnamese began to help me a bit. SheĀ Ā was genuinely sorry and was telling her boss inĀ no uncertain terms that the bed was full of hairs,Ā Ā
Confirming that yes, this was the 2nd room.Ā After the call, she asked if it would be okayĀ Ā to change all of the bedding. I said sure,Ā please just make sure itās truly all changed.Ā As I continue the story, letās kill twoĀ birds with one stone and start the room tour.Ā
I stayed in the room, a few minutes laterĀ housekeeper number one, the good one,Ā Ā who spoke excellent english came, apologizedĀ and began to change the linens. A coupleĀ Ā moments later, housekeeper number two, theĀ bad one, came in and started to help him.Ā
I should point out that I watched the entire thingĀ and I may have also accidently recorded most of itĀ Ā as well, silly me, got confused with that big redĀ button again. They were working on opposite sidesĀ Ā of the bed, housekeeper number 2 was closerĀ to me. She picked up one of the pillows,Ā Ā
Picked a hair off of it, which she not soĀ discreetly sprinkled on the floor. She tookĀ Ā the pillows on her side of the bed, fourĀ of them in total and put them on the sofa.Ā After changing the bottom and top sheets, sheĀ began to put the same pillows back on the bed,Ā Ā
When this exchange happened betweenĀ the two of them in Vietnamese.Ā Housekeeper number one reminded her she neededĀ to still change the pillow cases and pointed atĀ Ā them on the end table. She replied sayingĀ she wiped it already and now itās okay.Ā
He again reminded her that their bossĀ specifically said to change everything andĀ Ā make sure thereās no hair. She simply said theĀ dirty pillows from the sofa were already clean.Ā And so I have two possible ways in whichĀ all of the hair got on the bed. First up is,Ā Ā
Housekeeper number two really put her all intoĀ her pillow smoothing technique, literally layingĀ Ā her entire body on each of the pillows. The other way to get hair on the bed inĀ Ā the quickest possible way is, letās just put theĀ entire duvet insert on the floor and not evenĀ Ā
Really try to keep the cover off the floor. I could literally go on,Ā Ā but I think you got the picture by now. As to why I didnāt ask to have the roomĀ Ā changed again. This is what I do for a living now.Ā If the first room is dirty and the second room isĀ Ā
Dirty- guess what, the third and the fourthĀ one will be dirty as well. Thatās half of it,Ā Ā the other half of it is I would rather see whatĀ they do, without me making any demands and justĀ Ā
Report that back to you. Could I have gottenĀ a new room if I asked? For sure. An upgrade?Ā Ā For sure. A big giant suite? Most likely. AĀ refund? Probably. If those things were offered,Ā Ā
Iād make a decision and report it to you. But ifĀ I start asking for it, then I canāt really tellĀ Ā you all that much about their service recovery.Ā Like how we know the service recovery here sucks.Ā During turndown there was a small genericĀ jar of peppercorns in my room with a noteĀ Ā
From one of the supervisors. Throughout theĀ rest of my stay, including at check out,Ā Ā not another word was said about the problem. What is fair I think is for me to say what wouldĀ Ā have been appropriate action. Let me point out, IĀ donāt think every single hair found means a guestĀ Ā
Is entitled to anything. We are all human- I evenĀ have a two hair rule. Since I started the channel,Ā Ā if I find one hair, I will not show it to you orĀ tell you about it. If I find two, then I thinkĀ Ā
Itās fair game. In this specific situation,Ā after the second room was found to be dirty,Ā Ā hereās what I thought should have happened. First,Ā an upgrade to a reasonable suite. Nothing lavish,Ā Ā but something that is clearly a step up and forĀ Godās sake make sure itās clean. Second, at turnĀ Ā
Down a small token of appreciation and a note fromĀ the head of housekeeping or equivalent. Third,Ā Ā when checking out- or sooner if itās a long stay-Ā a face to face interaction with the GM who wouldĀ Ā offer their apologies and provide some sort ofĀ compensation. In this case, I donāt think a refundĀ Ā
Is necessary, but Iād say a discount of aroundĀ half of one nightās rate would be appropriate.Ā Ā That could be a comped $80 spa treatment or a $100Ā discount on your food bill or 20,000 IHG points-Ā Ā plenty of room for creativity there- finally, makeĀ sure the guest has a point of contact and inviteĀ Ā
Them to reach out directly next time when bookingĀ and then if they did, simply ensure they had theĀ Ā best rate possible. If this was my hotel, thoseĀ are the steps I would take. If youāve watchedĀ Ā my Apurva Kempinski video from Bali, youāllĀ notice thatās almost exactly what they did forĀ Ā
Me there for less concerning cleanliness issues. Ok, letās get out of this room and have a lookĀ Ā around the restaurants and bars on site. First up, just next to the pool isĀ Ā Ombra which was open for lunch andĀ featured a light Italian-ish menu.Ā
Next up is their signature restaurant, Lava,Ā serving up a seafood forward grill menu.Ā By the way, over on this sideĀ youāll also find the kids areas.Ā Then we have Sora & Umi, this is the resortsĀ all day dining venue and Iāll give you aĀ Ā
Better look during the breakfast buffet.Ā Here is the menu for the rest of the day.Ā The next one feels out of place for me, but aĀ randomly placed tea lounge just above the lobbyĀ Ā which focuses on afternoon tea sets and desserts. And then finally, at the top of this monstrosityĀ Ā
Of a tower as one viewer called it in theĀ Regent comments, we have the INK 360 barĀ Ā which is the highest bar in Phu Quoc, as if thatĀ was really all of that necessary to brag about.Ā The bar interior was designed byĀ Australia based Ashley Sutton.Ā
On a clear day, the sunset views from up hereĀ would be incredible. For a rooftop bar in Vietnam,Ā Ā the prices arenāt exorbitant either. IfĀ you are planning to be up here for sunset,Ā Ā make sure you make a booking prior. Finally we have the Seashack where IĀ Ā
Had dinner, serving up a varietyĀ of cuisine for lunch and dinner.Ā I had a chicken salad for starters and then theĀ Phu Quoc Mountain Chicken for a main. In theĀ Ā history of this channel Iāve lost two video clipsĀ to corruption and my main dish today was one ofĀ Ā
Them. It was delicious though. Ok, time for breakfast.Ā The restaurant interior is bright and airy andĀ they did have decent coffee as well. Took a bitĀ Ā to get the attention of staff though. The food spread was really goodĀ Ā overall. Everything youād expect plusĀ a decent Korean and pan-Asian section.Ā
There was also a separate kids buffet areaĀ along with a kids seating area- both of whichĀ Ā were really thoughtful and well executed.Ā Iāve seen lots of kids buffets before,Ā Ā but rarely do they feel like theyĀ were part of the original plan.Ā
Ok, so as we take a peek at theĀ fitness center, let me wrap this up.Ā The housekeeping standards here are piss poor,Ā pun intended- but what really got me evenĀ Ā more I think was the blatant I donāt give a crapĀ attitude of the housekeeper as well as the lack ofĀ Ā
Meaningful followup from anyone near management.Ā This is one place I will not be coming back to.Ā Ā As we head into the score, a reminder about howĀ my Penalty scores work. I use penalties for pointĀ Ā deductions that in theory at least, may haveĀ only applied to my stay or may have been fixedĀ Ā
Already. The first score youāll see, the PropertyĀ Score, in this case 86/100 is what I imagine thisĀ Ā resort would get from me if there were no roomĀ cleanliness issues. The My Overall ImpressionsĀ Ā score of 56/100 takes the penalty into accountĀ and reflects how I feel about my specific stay andĀ Ā
Circumstances. Lastly, a reminder that my scoresĀ are always relative to the price that I paid.Ā So, I hope this was an interesting watch if notĀ an aspirational property to add to your list. IfĀ Ā you enjoyed the video, please give it a thumbsĀ up and subscribe with notifications on so youĀ Ā
Donāt miss my twice weekly videos. Iāll see you next time from the JWĀ Ā Marriott Phu Quoc. Oh and as always,Ā thanks for watching until the end.Ā Iāll see you next time from my Business ClassĀ flight on Royal Jordanian from Athens to Amman. OhĀ Ā and as always, thanks for watching until the end.
Watch this video if you want to see what it’s REALLY like to stay at the subpar Intercontinental Resort on the Island of Phu Quoc in Vietnam. This supposed 5-Star resort seems to have all of the makings of a modern premium beach resort, but it has one disgusting secret I need to share.
š„ In This Video:
-Hotel & Brand Overview
-Location Graphic
-Pool & Beach Tour
-Grounds Tour
-Ocean View King Room Tour
-All Restaurants
-Dinner at Surfshack
-Breakfast at Sora & Umi (Full Buffet)
-INK 360 Rooftop Bar
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āš¼ Videos & Playlists Mentioned in Video
ā Intercontinental Fiji: https://youtu.be/0WIryi6y370
ā Vietnam Beach Resorts: https://www.youtube.com/playlist?list=PL83ZLLu2Le8O_51tKnOWI24-FwAlN-H7B
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šø Rate Paid
Rate Paid: $180.94 USD
Category: Classic King Room
Inclusions: Breakfast
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āŖ Video Chapters ā©
0:00 Intro & Hotel Info
00:56 Driving to the Hotel
01:48 Hotel Exterior & Entrance
03:23 Check in Experience & Lobby
05:39 Hotel Location (Map Graphic)
06:15 Need to Know FAQs
06:23 Primary Pools & Surrounds
07:56 Heading to the Beach
08:19 Long Beach
09:20 Harnn Heritage Spa
10:23 Heading to my Room
11:05 Full Ocean View King Room Tour
18:07 Restaurants on Site
19:48 INK 360 Rooftop Bar
20:51 Surfshack for Dinner
21:38 Sora & Umi Breakfast Buffet
24:26 Fitness Center & Final Thoughts
24:45 The Flip Flop Score
This is NOT a promotional video. I pay for all of my flights and hotels (and I always tell you how much!) so I can be as honest and impartial as possible. I do not receive any special treatment that wouldnāt otherwise be publicly accessible, in fact, the hotels and airlines have no idea about my visit and that’s the way I like it!
#intercontinental #phuquoc #hotelreview
46 Comments
The best thing about blondes: their hair never shows on the shower floor š
Didnāt expect it to be spectacular but also didnāt expect it to be like this. Anyway, I tried Kimpton Kitalay last month and found that they have relocated the dog park away from the main pool. Didnāt really matter to me but think you should know. Booked a pool access room like you suggested, which was nice, but the pool wasnāt open until 9 a.m. Duhā¦
Thank you Kelvin for your honest review.
Yikes š¬ A very hairy situation indeed! Itās too bad though, looks like a good hotel albeit a bit bland but the way management handled it was unacceptable, you on the other hand handled it better than I would have š . Another great video as usual, thanks for sharing š
Sorry the room was dirty Kevin,,,but the rest of the resort looked pretty cool too me,,,,peace and happiness on your travels šššš
Not sure how long you have been doing the graphic with the best time to come, taxi fares etc but itās a game changer
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A more than useful review for me as I will be visiting the Island late March and have been considering this property. I have stayed at the JW Marriott before (exemplary) and hope to try the Regent. Many thanks for your time and effort in producing these reports. I'm normally a big fan of the Intercon ; notably Melbourne and Sai Gon.
In the preview you gave the hotel 56/100 points. I think thatās a mistake
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Hair is a absolutely no go for me….eeek !
Unacceptable. If the housekeeper cleaned the room with such indifferences while the guest was in the room, then my imagination runs wild of what happens when the guest is away: pillow on the floor? Wiping the water glass with the same towel they used to clean the counter?
I hope you thanked them afterward in perfect Vietnamese and see their reaction.
Thank You āļø
Hey… some people have very little hair and wouldn't mind a few extra š
Originally looking to stay here but a swift change of decision, thanks for the honest review, would love to try the Regent but too expensive. Any other favourite hotels under $200USD on the island?
Iām curious whether properties have ever reached out to you after posting a video, particularly after negative experiences, to either request more information and/or offer an apology and incentive to return?
Welcome back to Vietnam, Kevin! Hope you had a good stay (except for the resort situation)
Compared to the Danang property, this one is simply not up to the standard. It's not bad per se, but it is certainly not on the level of the Regent here in Phu Quoc. Glad you have started filming the exchanges though, wish more reviewers did that like you do. Great review, shame about the hotel. I won't visit here.
Nice one Kevin. One thing I don't fully agree with is your comment about IC Resorts in the area being generic. Certainly IC Danang is far from generic and classic. Also, I/C Koh Samui, while showing its age, is not generic at all. Neither is Phuket I.C. You definitely need to review IC Danang. I will be very interested in hearing your take on it.
Bro visit lakshadweep too
"This is what we call in the industry, PEE" had me laughing pretty hard not gonna lie. Bummer to hear this stay wasn't very good.
Not going to lie, you got me on the corrupted scene. āHow the heck did the government pinch him over chicken?ā
Itās been a long day š
Funny you don't review hotels in Thailand like this cus you will get sued to hell.
Kevin… as a former hotel maid and a housecleaner for 25 years now, none, absolutely none of this is neglect is acceptable. Cutting corners occasionally, sure, but this is just plain gross, lazy and careless. And the worst part is that it's so obvious! Where was the housekeeping manager or any lead housekeeper to check the work?
I think they may have improved after your visit, I had a free weekend night I need to use before it expired at the end of the year so we went as a family. It was overall pretty good, we had lounge access so that was nice.
The supervisor should have come back and checked the room after the two housekeepers finished their work. The supervisor should have also asked if the room was cleaned to your satisfaction and ensured this would never happen again. This is common sense for anyone, and one should not even have to be trained for it. They reflect a poor working culture and bad management on the part of the hotel.
Great review as always – the lack of concern with regard to number 2 ( no pun intended) showing a blatant disregard and lack of respect to number 1ās observations – just goes to show that this area of the property is a failure. It always amazes me that all youāre asking for is a room with a clean interior .. isnāt that why one stays at a hotel.. the very basic requirements of a hospitality venue – I wonāt be staying there !!
Your vietnamese is good!
Stayed here in late December and was looking forward to your review. We had two issues dealt with in different ways relevant to your theme on quality of service. An AC in the room became noisy one night. A call to the operator had engineering team members in the room in about 10 minutes who fixed the problem. It was a minor issue (to us as the time) but we received an apology phone call from a hospitality manager in the morning along with a letter at our door and an additional apology at check out. Probably an over response. The second: we booked a 2 meal package as we were traveling with kids and wanted the convenience of not worrying about where we would eat each day. The package is detailed on their website but includes a-la carte dinners at Sora & Umi and Sea Shack. Due to it being the high season, they changed Sea Shack dinners from the a-la-carte menu to a seafood buffet during our stay and we were informed we would need to pay extra to eat there. A question to the front desk (as our packaged included two restaurants) was deflected with, āSomeone from F&B will be in touch.ā About 30 minutes later, a duty manager at Sora&Umi called us and said not to worry, Sora&Umi is a buffet dinner so we actually have access to more options just eating daily off the buffet there instead of a la carte and unfortunately we would not be able to eat at Sea Shack. Our point: we have two kids and the appeal of the package was that we could be served at our table off of a menu instead of having to walk two kids and ourselves back and forth from a large buffet twice a day. Additionally, we paid for access to two restaurants but were provided with only one. Eventually it was escalated to an F&B manager who arranged for us to be able to order from the a-la-carte menu at Sora & Umi and eat at Sea Shack buffet under our package. We felt this was a appropriate response but the effort to get there on our end was unacceptable. Following this resolution, we regularly needed to explain what had been agreed to the restaurant staff ourselves (as they tried to charge us at Sea Shack or Sora & Umi multiple times). Additionally, we were asked to sit in a corner when ordering a-la-carte at Sora & Umi so as not to show other guests that an a-la-carte dinner option was being provided to us. We felt the offered solution to the problem was appropriate but their execution of the solution was way off. Seems to be a themeā¦
Iām so relieved that I decided to pass on this resort and book the IC in Phuket for a summer holiday instead.
Iām just here for the well-seasoned island joke LOL
Great honest review.
Last 13m I have been to Phu quoc resorts 4 times (yes, I know. A little overkill). IC, Regent, IC and Crowne Plaza. Didn't have problems like this anywhere. Sad if standards fallen so quickly.
I shared your pain Kevin about this horrible resort .We stayed there last week as part of a large medical conference.The only positive experience about this sub standard resort was the upgrade to a gigantic 2 bed room Bridge Suite without Club Access.After a run in with the check in supervisor named Trung who told me to take up my grievance about the Intercontinental Club access with the booking agent & he had nothing to do with it . The next morning breakfast was chaotic . The egg cooking station chef refused to cook fresh egg until all the eggs were taken and the server at the Banh Mi Station refused to hand over the fresh one until the last Banh Mi was taken . They were all rude and too busy looking at each other. Two of our friends did not have their rooms service until request late at night . I voiced my complain to the IHG booking Agent Anh Tuan Nguyen who did not based in the hotel but in Sai Gon but no reply has been received some 10 days later. This is must the worst Intercontinental property we ever stayed in . The last stay in Intercontinental property was in Osaka , my complaint about delayed check in was responded immediately by the hotel General Manager .Apology and generous compensation was offered and accepted . Avoid this Intercontinental property there are plenty other fine hotels in the rest of Vietnam namely Banyan Tree Lang Co , the Riverie Sai Gon , Four Seasons Nam Hai to name the few
What a disaster…. This a great example of how they care their costumers…
Wow! What a horrible experience, when you walk into a room and it looks like that š¤¦š»āāļø
I agree with your conclusion. I would never stay there. Your video has saved us all from a bad experience. Thank you.
Wow thanks for the information we are booked at the intercontinental for June 2024 should I reconsider?
Update 13 January 2024
The GM of the property has reached out to me via email to appologize for the poor experieince. I will note that it was not a standard form email and the response was very fast- these two details are very rare, so there is some credit due for that. I invite you all to make your own conclusions, but such a swift response is generally a positive sign.
A new subscribe and a like plus for your channel for your honest review. The resort looks modern and green trees are everywhere. It must be relaxing staying here. Wish you enjoy all resorts on that island.
G'day Kev, I would love to see a "bathroom silicon" score as part of the overall review š.
Really enjoy the channel. Cheers š
Entertaining and informative review; fantastic! Just discovered your channel and am excited to binge it. You have set a new standard in hotel reviews and I really appreciate all the work that you put into these videos. I'm surprised at the volume of content you're able to upload. Do you ever sleep?
Similar housekeeping issue happened to me twice at Ritz Madrid. First time it was adressed very promptly and professionally. Head of housekeeping sent bottle of cava and a cake to our suite. Second incident happened on our next stay few months later. I found huge amount of dust behind the bed. Young lady at the reception was not very apologetic and asked me what do I want them to do??!! Such a shame… Ritz was one of my favorite hotels but I have not returned after that incident. They lost a regular customer due to something that could have been easily fixed and apologised….
The hairs really gross me out š
Stayed there last Dec 2023 and got room 4413 and these were my honest experience:
– my foot caught a piece of potato chip stuck on the carpet near the bed so I'm sure it was already there before my stay as I didn't bring in any chips or other food on the bed.
– not sure about the cleanliness of the linens but I felt itchy around my back throughout my stay
– broken headrest on the bath tub with missing suction cup, faucet also seems loose and broken
– the flat iron had burn marks still sticking on it. they never clean the gunk out of it! the ironing board was also a bit shaky and not balanced. the iron's power plug also keeps coming off due to loose wall outlet next to the bathroom entrance.
– light switches were very confusing to use. it will take several minutes for you to figure out what lamp will it turn on or off on both sides of the bed
– the toilet paper roll was halfway used and obviously never replaced from the previous guest's stay when I got into the room.
– Sea shack restaurant very slow in serving food. Price on the menu is not transparent as it does not indicate that it is exclusive of taxes and other service charges.
– elevator near the pool going to upper floors is always wet and smells like pee. stairs and access ways near the pool are also dark at night (kind of a safety issue)
– as for security, I don't feel secure as anyone can just pretend like a hotel guest and access the property right from the beachfront. kinda creepy but at times I can hear like someone was trying to break in and test the door knob in my room.
-people at the check in/out counters are all aloof and busy with their computers. They will not entertain or offer you any help unless you call them out. Not even a friendly smile to make you feel welcome.
If you'll ask me if I'll stay here again, definitely not.
Thankyou for honestly. Very sad to see a top branded hotel with poor house keeping. There is always that one person that can ruin for everyone else. That one house keeper should be re-trained.