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All reviews pool bar flow restaurant huge bathtub star prices free cocktail hour private beach phu quoc main building taxi into town pool side family suite deluxe ocean view front desk manager free kayaks language barrier beautiful hotel villa room
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Reviewed 25 September 2018 via mobile

After reading several reviews on here I was begining to wonder if I had booked the wrong hotel.... how wrong could I be!!
From the minute we landed at the airport we were greeted by a smile from our driver from the hotel. Once at the hotel check-in was very quick and efficient with a welcome drink while our passports were photocopied by staff speaking excellent English. We were driven to our Garden Villa which was beyond our expectations.
The villa had everything you could want; a huge bath tub, walk in shower, king size bed, toiletries, radio, TV, safe etc.
The whole hotel is kept spotlessly clean. There are several pools, one which is an infinity pool, dropping into a lower pool. The large pool by the beach is amazing with some relaxing sun beds in the pool! We ate in the Flow Restaurant every night, eating mainly the Vietnamese dishes, there are International dishes too but please try the local dishes including Green Mango and Shrimp salad, and the Prawn Curry both were amazing.
The staff throughout the hotel, from the beach cleaners to the management were always smiling and saying hello. English is easily spoken and understood.
There are free cocktails Tuesday to Sunday 6.15 to 7.00 , one variation per night and also one type of wine.
The hotel is down a long drive and quite isolated (at least 20 mins from the nearest town) but there are lots of taxis outside reception waiting to take you wherever you want to go.
We had an excellent time and would highly recommend this hotel please ignore the negative reviews!

Date of stay: September 2018
Trip type: Travelled as a couple
1  Thank sunworshipper2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_TheShells, Người quản lý at The Shells Resort and Spa Phu Quoc, responded to this reviewResponded 9 October 2018

Dear sunworshipper2014

Thank you very much for your wonderfully detailed 5-star review. I am glad that you had such a pleasant time staying with us.

Indeed, our location is perfect for anybody looking to have a peaceful and relaxing getaway. Guests can choose to dip in our two grand pools, dive in the ocean through our private beach access, join in any of our activities such as kayak, unwind at the Beach Bar with a nice refreshing cocktail or take part in a romantic dinner at Flow Restaurant.

Indeed, our team is never shy to go the extra mile in order to ensure guest satisfaction and I am glad you were able experience to enjoy your holiday. They do their utmost to assist all our guests with their personal needs and it is indeed very nice of you to recognize this in this public forum.

Thank you again for your staying at The Shells Resort & Spa I look forward to having you back soon.

With very best regards,
The Management Team

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 September 2018

So a quick retreat from the city on a no frills flight for 35 minutes gets you to the amazing island of Phu Quoc. I read a few comments about the hotel and the staff however the whole hotel has exceeded our expectations and perhaps the photos don’t do the quality justice. From the reception staff and duty manager Andrew to the gorgeous lady Nhanh who brushes the beach for hours and hours a day helping make this a spotless resort. The food has good choices for both international and Vietnamese tastes and although the wine is expensive it is what you might expect from a beach side restaurant location... It rained for two days on and off but the ocean views from all the main hotel room buildings are spectacular and can be watched for hours.
Garden view rooms are ok but if you can choose a pool view villa it is better in my opinion. If you can push the boat out on the Delux Hotel ocean view you won’t regret it.

Room tip: Any second floor room is spectacular.
Date of stay: September 2018
Trip type: Travelled as a couple
Thank Chris B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 September 2018

We stayed a week in The shells resort and had a good time. For us it was easy to choose between the two type of "rooms". You could either book a bungalow in the garden area of the resort or a room in the main building down by the pool which is also facing the beach. We choose a room with a view which in our opinion was the right choice. The rooms in the main building have a more gorgeous interior design than the bungalows and the view from our big balcony was breathtaking!

However we had to ask the reception to get hot water for both bath tub and shower, but when asked the staff about it they "fixed" it. The staff was in general very polite, kind and helpful.

The food at the resort was okey. Wether the food from the breakfast, room service menu nor the restaurant was something to remember. Thus we ended up eating at other resorts and restaurants during our stay.

The pool and beach area is really beautiful and seems very clean. However it was rarely someone in the beach or pool bar to serve refreshments during the day.

The location is very good, by renting a motorcycle at the hotel we could easily drive into town and also explore the rest of the island.

All in all we had a great stay at The shells resort.

Room tip: Choose the room at the second floor in the main building to get the best ocean view!
Date of stay: September 2018
  • Trip type: Travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Thank chasingm0ments
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_TheShells, Người quản lý at The Shells Resort and Spa Phu Quoc, responded to this reviewResponded 19 September 2018

Dear chasingm0ments

Thank you very much for your wonderfully detailed review. I am glad that you had such a pleasant time staying with us.
Indeed, our location is perfect for anybody looking to have a peaceful and relaxing getaway. Guests can choose to dip in our 02 grand pools, dive in the ocean through our private beach access, join in any of our activities such as free Kayak, unwind in with a nice free refreshing cocktail in 45 minutes (18h15 - 19h) or take part in a romantic dinner at Flow Restaurant.

We are honor that you highly appreciated the attentiveness and helpfulness of our staffs. They do their utmost to assist all our guests with their personal needs and it is indeed very nice of you to recognize this in this public forum.

It is pleasing to further read that our wide selection of breakfast fare was to your liking, the hotel caters to a wide demographic mix of guests, and really focus on delivering memorable moments every day to the hotel guests.

Thank you again for staying at The Shells Resort I look forward to having you back soon.

Best Regards,
The Management Team

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Reviewed 11 September 2018 via mobile

We booked this hotel because of the beautiful pictures even though some of the reviews were not that great. The pool and outside area are beautiful but let me tell you one thing, I do not recommend staying here!

The service is just so so so bad. No warm welcome, no nice gestures, no attention to details, just pure cold transaction. The rooms could have been beautiful but they had visible signs of wear and tear everywhere, rust and mold and stains on the stone bench tops. The bathroom sink was blocked from the moment we checked in. Even though they unblocked it for us, it got blocked again.

It was almost impossible to get service around the pool. On our first night we asked two different staff members where we can find towels. Both of them told us they would get some for us but they never returned. Only after we walked into the restaurant (dripping water) and asking again, then they actually put effort and got us towels.

It was my birthday during the trip and my partner had made a note to the hotel. We were out for the day and when we returned the receptionist just said: it’s one of your birthdays right? I confirmed it was mine and without even acknowledging and wishing me a happy birthday, she simply proceeded to say that they had wanted to decorate the room but couldn’t because the “do not disturb sign” was on our door but she would send someone to decorate it now. When we got to the room there were two staff members who were waiting outside and just handed me a small cake and two roses with no further comment.
After coming from a beautiful hotel in Hanoi with amazing service, where the staff remembered our names and went above and beyond to make our stay memorable, this place was just the absolute worst and we couldn’t wait to check-out and move to our next hotel.

But even that didn’t go as smoothly as we hoped. The night before checking out we were asked if we needed the airport shuttle. We said we were moving to another hotel and enquired if we could be dropped off at our next hotel as it is located on the way to the airport. The receptionist agreed and we even double checked the next day. Well, guess what? The driver had no idea and took us to the airport.

The service is incredibly bad and leaves you feeling frustrated at the lack of effort and interest.

Date of stay: September 2018
Trip type: Travelled as a couple
Thank Ekin-91
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GM_TheShells, Người quản lý at The Shells Resort and Spa Phu Quoc, responded to this reviewResponded 12 September 2018

Dear Ekin-91

Thank you for your detailed review of your experience of The Shells Resort and Spa Phu QUoc.

We very disappointed to hear and apologize that we have not met your expectations during your stay as it is certainly our wish to ensure that all our guests enjoy their stay and your feedback is sincerely appreciated. We will take immediate steps to follow up on all those points you have raised.

In particular, We was concerned to read your comments on our staff as in the past they generally have received praise for the level of customer service and for being friendly and flexible and always accommodating to guests requests. Our team do normally take great pride and do their utmost to ensure our guests are well looked after and I will be following up on those matters you have raised.

Please be rest assured that we do wish to ensure all our guests enjoy their stay at The Shells Resort . It is with feedback such as your own that we will continue to improve on the points you have raised.

Thank you again for your comments. I hope that your recent experience did not impede your trust in us and that we may have the chance to regain your confidence during a future visit.

Yours Sincerely,
The Management Team,

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Reviewed 6 September 2018 via mobile

We had a lovely stay here at the Shells Resort. Our pool room suite was lovely, and cleaned everyday. It was my partners birthday and they organised a cake and happy birthday laid out in rose petals on the bed. I'm assuming they knew from our passport as I didn't mention it. We were very impressed with the kind gesture.
I'm assuming due to rainy season and not a lot of guests that the pool bar was never manned. However the staff were always watching and would come rushing over to serve you.
I think one downfall for this property is apart from reception the staff barely speak or understand English.
The pools are beautiful and overall we really enjoyed our time here !

Oh and they also recommended to eat at the crab house which was delicious, cheap and fun.

Date of stay: September 2018
Trip type: Travelled as a couple
Thank AmyLHeywood
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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