Premier Residences Phu Quoc Emerald Bay Managed by Accor 5 stars

Customer review rating (ALL Rating) 4.6/5 971 reviews

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Khem Beach, An Thoi Town, Phu Quoc, 920000 Phu Quoc, Vietnam

Description

Hotel extras

  • Resort is newly opened

  • 745 rooms & suites with various types catering for all needs

  • 10 min away from Hon Thom Cable Car

  • "25 min away from Phu Quoc airport "

  • "Colourful, contemporary and cosmopolitan resort design "

Our accommodation(s)

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Hotel location

Premier Residences Phu Quoc Emerald Bay Managed by Accor

Khem Beach, An Thoi Town, Phu Quoc
920000 Phu Quoc
Vietnam

GPS:10.035024, 104.027621

Telephone
Fax +84 297 3927 778

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Shuttle
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

Find out more

ALL Rating  4.6/5  971 reviews

TripAdvisor Rating  4.5/5  922 reviews

Certificate of excellence 2024

Excellent hotel for a few days relaxing

TripAdvisor rating 5.0/5

Knaggs F Families - TripAdvisor review

We stayed here in a garden villa for 3 nights, check in was quick and we hot into the room early. The Villa was fantastic, probably the best we have stayed in, comfy, spacious and a great location. Staff overall were excellent,we had a few teething problems during our stay, but we're quickly resolved, particular mentioned to Van on reception, Anh in the clubhouse and Leon the head chef. Facilities are excellent, lovely beach, great pools and activities for children. We live in Vietnam and stayed here during covid, this is yhe busiest resort, we have stayed in, but the staff with their systems seemed to cope with the full capacity of the hotel. The only issue is getting sun beds, you need to have reserved (everyone does it) before breakfast, although this might be easier at a quieter time. Since we came last there are also a few beach restaurants, including the excellent Istabul, where you can eat next to the beach and have more choice apart from the hotel. Also in front of the hotel, some shops and cheap local restaurants. Our children 8 and 12 enjoyed the activities and the playground (which had a pool table, table tennis for older kids) along with the excellent foam party. Will definitely be back.

The rooms was not clean. There were no towels at pool. A lot of kids in the adult pool. The restaurant had 1 hour waitin

TripAdvisor rating 1.0/5

Christoffer H Couples - TripAdvisor review

Room Not Serviced: On one occasion, we spent the entire day at the beach and returned to our room around 4:00 PM, only to find that it had not been cleaned or tidied. This lack of basic housekeeping is highly unsatisfactory. Restaurant Service Issues: During lunch at your restaurant, we experienced an unacceptable delay. After waiting for over an hour without receiving our food, we had to cancel our order. Upon cancellation, we discovered that part of our order (a burger) had not even been recorded. Such service is far below the standards expected at a 5-star establishment. Room Cleanliness: Upon check-in, the room, particularly the bathroom, was not clean. This is unacceptable for a hotel of your standard and price range. Pool Towel Availability: Throughout our stay, it was impossible to obtain towels at the pool. Despite inquiring with staff members, we were told they could not assist us, leaving us frustrated and inconvenienced. Adult Pool Mismanagement: The adult-only pool was constantly occupied by children, undermining the purpose of this designated space. It was disappointing to see that no staff or lifeguards enforced the "adults only" policy.

Not an enjoyable experience

Customer review rating 2.0/5

Pmc Families - Confirmed reviews ALL

We stayed at Premier Residences Phu Quoc from 20th to 29th December. While the venue itself was quite nice and the rooms were spacious we found the overall experience quite negative with customer service a major issue. The Major issues included: Long wait times for drink / food service. Apparent lack of communication between front office & Food/Beverage management. Aggressive front of house porter on one occasion. Inflexible Booking arrangements which require 24hour notice for residents on luxury escape package to use their complimentary meals. Child guests not catered for on meal packages. Unfriendly, hurried restaurant staff. Limited bar facilities. Inconsistent housekeeping. No entertainment for adults. Damaged & or broken equipment in recreation facilities (fussball, pool queues etc.) Strange rules including no use of recreation facilities like pool table after 10pm. I wouldn't consider us to be overly demanding guests but there were just way too many negatives at this location for us to ever consider returning. I was hoping for a relaxing stay but found my patience tested on a daily basis.

Dear McLoughlin P., Thank you for taking the time to share your feedback with us. We sincerely regret that your recent stay at Premier Residences Phu Quoc did not meet your expectations, and we apologize for the inconveniences you experienced during your visit. Your comments are invaluable to us, as they help us identify areas where we can improve. We are glad to hear that you appreciated the venue and found the rooms spacious, but we deeply regret that the service aspects of your stay were not up to standard. We take your concerns regarding customer service very seriously, and we will immediately address the following issues: 1. Long Wait Times & Lack of Communication: We acknowledge the delays in food and drink service, as well as the communication breakdown between the front office and Food & Beverage management. We will review our internal communication protocols and training to ensure more efficient and seamless service moving forward. 2. Unpleasant Experience with Front of House Porter: Please accept our apologies for the behavior of our porter. This is not the level of professionalism we strive for, and we will ensure this matter is addressed appropriately. 3. Booking and Meal Package Issues: We understand that our current booking arrangements were inconvenient, particularly with the 24-hour notice required for using complimentary meals in the luxury escape package. We will recheck our policy to make sure it is more flexible and accommodating to our guests. 4. Child Guests and Meal Packages: We are sorry that the meal package did not cater well to your child guests. We will review our offerings to ensure all families are properly supported and have a positive dining experience. 5. Restaurant & Bar Service: We apologize for the unfriendliness and hurriedness of our restaurant staff, as well as the limited bar facilities. We will focus on improving the quality of service and staff training to ensure a more pleasant and attentive experience. 6. Housekeeping and Recreation Facilities: Your comments on inconsistent housekeeping and broken equipment in the recreation areas are concerning. We will ensure our housekeeping team pays closer attention to detail and that all facilities are properly maintained. 7. Recreation Rules: We understand that the restriction on the use of certain facilities after 10pm was frustrating, and we will review our policies to offer more flexibility for our guests. We truly regret that these issues impacted your stay and caused unnecessary frustration. Please rest assured that your feedback is being taken seriously, and we are committed to improving our services based on your experience. We would love the opportunity to welcome you back and offer a more enjoyable and relaxing stay in the future. Warm regards,

Inte värt de pengarna

Customer review rating 1.5/5

Anton Families - Confirmed reviews ALL

Considering the amount we paid and the hotel’s 5-star rating, the experience did not meet expectations. While the penthouse suite was spacious and well-designed, it was notably unclean and differed significantly from the photos on Booking.com (the pool was smaller, and some of the sun bed and tabels where missing). Overall, the service was disappointing. The reception was disorganized, and the staff’s proficiency in English was inadequate. In the restaurant, the staff would stare at us when entering without offering menus or proactively inquiring how they could assist. Furthermore, the breakfast area was overcrowded, and guests should not have to wait for seats to become available. When paying extra for an upgraded room, one would expect some additional benefits, but none were provided. For instance, my father was celebrating his birthday, and this was the first time I’ve experienced a hotel not offering a complimentary cake unless explicitly requested. Even after notifying the staff and specifying a time, the cake was not delivered on time, requiring us to call and remind them to ensure it was provided.

Dear Anton F., Thank you for sharing your candid feedback. We are truly sorry to hear that your stay did not meet your expectations, especially considering the level of service and amenities you anticipated at a 5-star property. We apologize for the issues you encountered with the cleanliness of your penthouse and for the discrepancies between the photos and the actual room. We will address these concerns with our housekeeping and maintenance teams to ensure that our rooms meet the highest standards of cleanliness and accuracy. Your experience with the reception and restaurant staff is concerning, and we regret that you did not feel welcomed or attended to as expected. We take your comments seriously and will review our staff training, particularly regarding guest interactions and English proficiency, to improve communication and service. We are also sorry for the inconvenience caused during breakfast and the birthday celebration. It is our goal to provide a seamless and enjoyable experience for all our guests, and we understand how frustrating it must have been to wait for seating and the delay in delivering the birthday cake. This will be addressed with the relevant teams to ensure smoother operations in the future. We genuinely appreciate your feedback, and we hope to have the opportunity to welcome you back and provide you with a more fulfilling experience. Warm regards,

Great family hotel with excellent facilities.

TripAdvisor rating 4.0/5

Tom_Rosengren Families - TripAdvisor review

This is a great family hotel with excellent facilities. Positives: Pool Area: The pool area is huge, with separate sections for both children and adults. Breakfast: There's a vast selection at breakfast. It can be a bit noisy inside, but sitting outside is much more pleasant. Pizzas: The pizzas at the beachside restaurant are really good. Beach: The beach is amazing and not very crowded. Negatives: Towel "Mafia": Despite the hotel's policy against reserving sunbeds at the pool or beach, this rule is not enforced. If you want a sunbed, you need to go down and reserve one before breakfast. The problem is that all the sunbeds are reserved but not actually used, preventing others from using them. Poor Sound Insulation: The hotel is built with open spaces between the floors, and there's no sound insulation in the room doors. Consequently, any noise – someone dragging a suitcase or a child screaming on any floor – sounds like it's right outside your room.

Xin Chào Tom_Rosengren, Thank you for taking the time to share your feedback. We’re delighted to hear that you and your family had a positive experience with our facilities, especially the pool area, breakfast selection, beach, and our pizzas at the beachside restaurant. It's wonderful to know you found our beach to be a relaxing and uncrowded place to enjoy. We also appreciate you pointing out the areas where we can improve. We are sorry to hear about the issue with sunbed reservations. We understand how frustrating it can be when our policies are not properly enforced. Please be assured that we are looking into ways to ensure a fairer system for all guests, so that everyone can enjoy the pool and beach areas without any inconvenience. Regarding the sound insulation, we acknowledge that this is an area we could improve upon. We understand how important peace and quiet are for a relaxing stay, and we will review the design and structure of the rooms to explore possible solutions to minimize noise disturbances. Your feedback is invaluable, and we will use it to enhance our services and facilities. We hope to welcome you back soon for another enjoyable stay, where we can offer you an even better experience. Best regards,

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Other web-users rate our hotel

  • 636 reviews 8.7/10 Location
  • 1,289 reviews 7.8/10 Room
  • 1,463 reviews 7.9/10 Service
  • 10 reviews 9.4/10 WiFi
  • 943 reviews 9.5/10 Beach
  • 867 reviews 9.4/10 Pool
  • 807 reviews 9.2/10 Breakfast
  • 559 reviews 7.4/10 Cleanliness

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Price from: 1 night for 1 person in the room category identified within the same price range, excluding additional services and breakfast. This refers to the lowest public price, including all taxes (Some taxes may be payable on arrival at the hotel (for example, tourist tax), depending on current local regulations.) for the accommodation concerned, found on https://all.accor.com/ site today, for a one-night stay in the next 20 days. Varies according to period and availability. The price is only guaranteed at the time of booking. All bookings (foreign) are payable in the local currency where the hotel is situated. Only the amount confirmed during the booking in the hotels local currency is guaranteed. An estimated conversion in your local currency may be given for reference but is not part of the contract. Your bank may charge you bank fees and/or exchange fees at the time of payment.