Marina Seaside Boutique Hotel Phu Quoc - Early Checkin

It's false advertising; there are no independent villas at all, just small rooms in a youth hostel.

From the moment we checked in, the service attitude was very careless. 1. The check-in content was completely different from the order: the room we checked in was completely different from the information on Ctrip (the room we booked was a single-family villa with a kitchen), but it was actually 4 rooms on the 2nd floor, and the rooms upstairs to the 5th floor were all other travelers' rooms. The 1st floor was an open space kitchen. 2. Hygiene: The room smelled moldy and unventilated, and the quilt also smelled moldy. One of the rooms had no paper towels and no hand sanitizer in the toilet. After we reported it, the staff told us to use the bath soap in the bathroom instead! The shampoo also smelled moldy and smelly (smelled like lard), and we strongly requested to check the room before we reluctantly changed it! See the uploaded video for hygiene in other rooms 3. Service quality: When we asked about basic cleaning and laundry services, Ctrip customer service asked on our behalf and said that they would provide free laundry service once a day, but when we asked the staff on site, the answer was vague, and we had to ask other nearby hotels to see if they could provide laundry services. Other hotels were also confused when they heard it, and told us that it was not possible; finally, the staff of the original hotel reluctantly agreed to provide free laundry service only once in 4 nights. There was no staff at all after 7pm. We asked to add WhatsApp to contact them, but they didn't read or reply. Ctrip customer service staff couldn't find anyone to contact them. We had to rely on luck in the morning to get an answer! But they were vague! On the last night, we met a passenger who was about to check in. They came with the police. We asked them and found out that their room was oversold and there was no room for 6 people! It's outrageous! Finally, I would like to thank Ctrip customer service for their assistance and asking the merchant to handle it; but please also ask Ctrip to remove this merchant from the shelves to prevent more consumers from being harmed.