Venice Hotel Phu Quoc - Free Airport Shuttle & Sunset Town Tour

Normally, I'm too lazy to write reviews on Trip.com, but if I do, it means the experience was exceptionally bad! This hotel completely lacks integrity. If you're staying here, I recommend taking photos or videos of everything as proof, because they denied my reservation for the town tour the next day – good thing I photographed the paper where the reservation was written. They also demanded a deposit, even though Trip.com clearly stated no deposit was required. I booked two rooms for two adults and two children for two nights. We arrived at 12 PM, but didn't get the early check-in I was entitled to through points redemption, nor did we get late check-out or welcome fruit. The front desk staff seemed clueless about everything. They said the rooms weren't ready, and when we returned at 4 PM, they gave us two first-floor rooms that were different from what I booked and located right by the elevator. My room was directly behind the front desk in the lobby – I refused! After some discussion, they gave me a balcony room on the 5th floor. I could have actually used my membership points to upgrade to a better room, which shows they had available rooms but initially didn't want to give them to me. Later, I'm not sure if Trip.com intervened, but they offered small snacks instead of fruit. They told me the 5th-floor room was only for one night and I'd have to move the next day. I put up with it, thinking a little hassle to move was fine. Then, perhaps after more communication with customer service, around 9 PM they said I wouldn't have to move after all. But the next morning, just to be sure, I asked a different front desk staff member who then said they didn't know and I still had to move. After yet another discussion, they finally confirmed I wouldn't have to move. The multiple front desk staff members kept changing, and there was absolutely no proper handover. Finally, up until check-out, the customer service WeChat account they asked me to add upon check-in was never even verified. The hotel's environment is good, and the location is decent, but the service is non-existent. Avoid at all costs! If you do decide to stay here, make sure to keep photos and videos of everything as proof, in case they try to deny things.

The front desk staff read my message requesting cotton swabs but never replied. How annoying! I have no choice but to leave a bad review.

Do NOT stay at this hotel. It might be the worst international hotel I've ever stayed in. 1. There are three bars near the hotel that party all night, making it incredibly noisy. I couldn't sleep a wink, just stared at the ceiling until dawn. 2. The hotel charges 300,000 Vietnamese Dong per child, which really fits the 'everyone's out to make a buck' vibe of this country. 3. I booked two balcony rooms but only got one. The late check-in also caused me to miss my cable car excursion that afternoon.