Palma Resort Phu Quoc, Trademark Collection by Wyndham

Extremely disappointing resort, not recommend This resort cannot provide recreation services and appropriate assistance and service. The The environment is totally different with the description. Not tidy and poor drainage. Trash and construction material in the garden and nearby the pool. No lounger and only broken sun umbrella on the pool deck. The first day I arrived, the staff told me the restaurant and pool are not available now, I need to move to another hotel for those services. Also, I only received a KEY instead of a proper access card. When I went back to resort at around 11:30pm, the gate was locked and no staff or response after rang the bell (may be broken). I had to whatsapp the front desk for help to get into the hotel. In room, no toilet paper/ TV remote control/ air-con remote control/ trash bin. I requested for remote control for 2 rooms. The front desk gave us only one remote control and the battery was running out. Asked for another remote control in the morning, but no replacement until another day morning when we asked again. In these few-day stay, only one time house keeping. No trash bin in room, I had to prepare a plastic bag to collect trash. Even we put the trash outside of the room, no staff came to collect. The most disappointing is NO ELECTRICITY and the staff CANNOT help with this situation. Electricity is out of service at mid-night. I reported this situation at 8:36am in the morning and asked for help to fix this situation. After 20 minutes, a strange man (not wearing uniform) opened our room without knocking our door by access card. This is ridiculous and rude that a male staff barging in a guest room. The male staff came inside and didn’t tell us what his purpose. Just keep switching on and off all switches then left. I didn’t think he can help with this, so I contacted the front desk for changing another room at 8:53am. I was told that the room would be available at 12pm. I expressed that we cannot wait until 12pm and our schedule would be ruined. The staff asked me to go to another room (the another room I booked). I paid expensive room fee for the room, no one will accept this solution. So, I contacted agency (trip.com) for assistance. However, NO STAFF RESPONSE to the phone from trip.com. Until I report the issue to agency, no personal helps me. After I complained to trip.com and trip.com tried to contact them via phone, they can arrange another staff come to fix the electricity problem and arrange another room immediately. The staff management and service are extremely disappointing. I request for refund due to the poor arrangement and bad resort environment and service. The booking fee is expensive than other hotel in adjacent area, I did not expect I have to deal with those problems. The staff is not helpful to the problems. I requested for refund but the resort refused my request. And I do not have any proper way to complain to the resort.

Good hotel and locations

Stay away from this place. The room they gave us was disgusting. The bathroom is located outside the bedroom with holes that the neighbouring room can technically see us showering and with no A/C. The breakfast was disgusting due to them leaving food out with fruit flies everywhere. Everything we needed such as remote for the tv and hair dryer, we had to ask for it. I would not recommend this place.

Everything was very good

Local staff were all friendly and accommodating, big thanks to Cuong, the owner, for helping with translating and making our time there as chilled as possible. Bungalow was super comfy and clean with a really cool outside shower and toilet. Nice to have a pool on site as well for early morning dips and to cool off after lying in the sun. Within walking distance to the beach and a few restaurants, would suggest getting a moped, which the staff are more than happy to arrange, to explore the whole island. Would definitely recommend to anyone trying to escape the madness of town and wanting some peace and quiet. Thank you