The Shell Resort & Spa Phu Quoc did not live up to its 5-star rating during my stay. Even with a premium ocean-view room booked months ahead and also arranged an airport pickup, so the resort knew exactly when we would arrive and should have had the room prepared. The room was not properly cleaned or maintainedâhair everywhere, stained outdoor furniture, a cracked tub, and outdated interiors. It took far too long to reach a manager, and when I finally did. The manager on duty mentioned that all ocean-view rooms had similar wear and tear. He offered me a villa roomâwhich was actually cheaper than what I had originally paidâand two spa vouchers. At that point I accepted the offer because I didnât want to deal with more back-and-forth, but it still didnât make up for the higher price I paid (over $100 USD per night for a 4-night stay).
If the resort is aging, it should adjust its star rating or renovate to match the standards of a true 5-star property. I recommend renovations, including fresh paint, power washing, and updated interiors.
To be honest, if the rooms and facilities are this run down, the resort should reconsider its 5-star rating. Google AIâs definition of â5-starâ reflects top-tier luxury, exceptional quality, and proactive service, and this resort did not meet those expectations.
That said, the pool, breakfast, transportation, and room service were great.
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