Ratings based on 541 Verified Reviews
4.4 Room cleanliness
4.2 Service & staff
4.6 Room comfort
4.3 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 15 Nov 2024
Ocean View Room had an amazing view! The room was nice. Only complaint was service. Housekeeping did not leave us with clean towels, had to always request. Called to have toilet leak fix numerous times before someone came out. Service was extremely slow and lacking. Also lacking was the selection of restaurants on site, there was only 1 restaurant and 1 lounge on the property. Activities offered were lacking as well. The hotel is not conveniently located near shops and restaurants so having to call taxi/Grab costed a lot every day. The hotel does not seem to be upkept and seem old and not very modern compared to other hotels and was told this was one of the first hotel built on the island.
by A verified traveler
Posted 9 Nov 2024
The Shells is a very nice sea side resort. The pool is beautiful and beach access is convenient and clean. Our bungalow was large and well appointed. It had a shower and separate tub. Lots of storage room. We were a short walk to both pools and restaurants.
Although all of the staff were friendly, we did find the service to be slow, especially while utilizing the lounge chairs. Service at the bar was pretty much non existent. The system of having to wave a red flag to get service is terrible; I once waved the flag for twenty minutes and finally gave up. The lunch and dinner food was good. The breakfast provided many options and was also good, but get there early as they tend to stop making things by the end.
by A verified traveler
Posted 3 Aug 2024
The property is dated and need much renovation.
Comment from Hotel Management
7 Aug 2024 by Phuong Dang (Ms.) Front Office Manager, Hotel Management
Dear Value Guest, Thank you for taking the time to share your feedback about your recent stay at The Shells Resort & Spa Phu Quoc. We appreciate your honesty and your willingness to highlight both the positive and negative aspects of your experience.We acknowledge your feedback about the resort's facilities showing signs of age. We understand this may have been inconvenient for you, and we are committed to providing our guests with a comfortable and modern experience.We are currently in the process of planning a phased renovation of our resort, which will include updates to the facilities and infrastructure. We are confident that this renovation will significantly improve the overall experience for our guests.Thank you again for choosing The Shells Resort & Spa Phu Quoc. We hope to welcome you back again soon to see the positive changes we are implementing!Sincerely,
by A verified traveler
Posted 11 Jul 2024
The property was not as advertised. This could have been due to it being off peak season. Our room phone was broken so we couldn’t order room service as was our tv. The garden maintenance around our villa was poor. There is no sand at the beach. There is only one restaurant. Food was ok. The breakfast variety was ok also. Please note that this villa is far from anywhere. Took us 30 mins to get to grand world and casino and restaurants were also far. There was zero entertainment. They played music at the pool twice during our stay. Overall I wouldn’t stay here again.
Comment from Hotel Management
18 Jul 2024 by Phuong Dang Front Office Manager, Hotel Management
Dear Ms Sandra, On behalf of The shells resort & spa team, we are sincerely apology about the issues happened that not meet your expectation. We are presently reviewing your constructive feedbacks with the goal towards improvement in areas of shortfall mentioned. Once again, thank you for your feedbacks and we hope to have the opportunity of welcoming you back again in order for us to gain your trust in making your next stay a memorable one.Best regards,Phuong Dang Front Office Manager
by A verified traveler from Darley
Posted 8 Jul 2024
The best thing about this resort was it's staff. The resort itself was advertised as a 4 to 5 Star resort. given my extensive travel I would rate this resort in its current condition with consideration of the staff only a one star. place is run down outdated room decor in dire need on a complete refurbishing. You can not make something old, dirty damaged unkept any different except when taking photos from a distance that will not show up the problems as they have done in their presentation. The management spoke to us before we left and asked us for some feedback and we gave them the exact same response as above. We respectfully told them that unless things change dramatically we could not see ourselves returning even though the location is great.
Comment from Hotel Management
18 Jul 2024 by Phuong Dang Front Office Manager, Hotel Management
Dear Mr Theodore, On behalf of The shells resort & spa team, we are sincerely apology about the issues happened that not meet your expectation. We are presently reviewing your constructive feedbacks with the goal towards improvement in areas of shortfall mentioned. Once again, thank you for your feedbacks and we hope to have the opportunity of welcoming you back again in order for us to gain your trust in making your next stay a memorable one.Best regards,Phuong Dang Front Office Manager
by A verified traveler
Posted 20 May 2024
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Comment from Hotel Management
27 May 2024 by Phuong Dang (Ms.), Hotel Management
Thank you for leaving a good rating review for The Shells Resort & Spa. We are delighted to learn that your stay was truly amazing in all aspects of the resort. We will continuously generate great experiences for our guests. Once again, we appreciate your review and we look forward to welcoming you back in the near future.Warm RegardsPhuong Dang (Ms.)Front Office Manager
by A verified traveler
Resort condition
Posted 4 May 2024 on HotelsMost of the facilities of this resort are not working. Some swing pools were closed and there is no refrigerator in the room. The beach was not clean.
Comment from Hotel Management
29 May 2024 by Phuong Dang Front Office Manager, Hotel Management
Xin chaoThank you for choosing The Shells Resort & Spa Phu Quoc as your destination to stay and sharing your feedback with us.Please allow me to express our sincere apologies if on this occasion we failed to meet your expectations. Rest assured that we are presently reviewing your constructive feedbacks with the goal towards improvement in areas of shortfall mentioned. Once again, thank you for your feedbacks and we hope to have the opportunity of welcoming you back again in order for us to gain your trust in making your next stay a memorable one.Best regards,Phuong Dang Front Office Manager
by A verified traveler
Posted 29 Mar 2024 on Hotels
Comment from Hotel Management
12 Apr 2024 by Phuong Dang - Front Office Manager, Hotel Management
Dear Value Guest, On behalf of The shells resort & spa team, we would like to thank you for choosing our resort for your destination at Phu Quoc Island.We strive to provide the best service possible, and customer feedback is incredibly important to us.We would like to understand more about the issue you encountered during your stay so that we can make improvements and ensure that similar issues do not occur in the future. If possible, could you please share more information or provide specific feedback about your experience?We value all contributions and look forward to the chance to serve you better in the future.We look forward to hearing from you soon.Kind regards,
by A verified traveler
Posted 5 Mar 2024 on Hotels
Comment from Hotel Management
15 Mar 2024 by Phuong Dang, Hotel Management
Dear Julie, Thank you for leaving a good rating review for The Shells Resort & Spa.Our goal is to ensure that all our guests enjoy memorable stay experiences with us and we are truly happy we managed to achieve that with your stay. We look forward to welcoming you back to The Shells Resort & Spa Phu Quoc in the nearest future.Best regards,Phuong Dang Front Office Manager
by A verified traveler
Not a good experience.
Posted 5 Mar 2024 on HotelsEverything is downgraded and dirty.
The room floor was not clean, fridge and fans were missing, the bathtub cannot be used because it cannot be drained. The sink in the restroom drain is stuck as well. Outside balcony is full of ants and the staff here does not greet you. They have their own “taxi services” which is kind of suspicious. The buffet area was hot because their AC wasn’t working properly. Im glad on stay there for 2 nights.
Comment from Hotel Management
15 Mar 2024 by Phuong Dang Front Office Manager, Hotel Management
Dear Value Guest, Thank you for taking the time to share your feedback about your recent stay at The Shells Resort & Spa Phu Quoc. We appreciate your honesty and your willingness to highlight both the positive and negative aspects of your experience.We acknowledge your feedback about the resort's facilities showing signs of age and some areas of wear and tear, such as the bathtub cannot drained, the sink in the restroom drain is stuck. Outside balcony had ants and rust in the bathroom.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. We understand this may have been inconvenient for you, and we are committed to providing our guests with a comfortable and modern experience.We are currently in the process of planning a phased renovation of our resort, which will include updates to the facilities and infrastructure. We are confident that this renovation will significantly improve the overall experience for our guests.Thank you again for choosing The Shells Resort & Spa Phu Quoc. We hope to welcome you back again soon to see the positive changes we are implementing!Sincerely,Phuong Dang Front Office Manager
