Premier Village Phu Quoc Resort - Managed by Accor in Phu Quoc Island

Overall Review

We had a relatively good time by the sea, but the dining was poor, the room had issues, and the service was terrible. Definitely not a 5-star hotel, we do not recommend it.

Pros

* After the first night, upon our request, they moved us to a room closer to the restaurant, pool, and beach.
* The villa was very spacious, and the private pool was nice.
* All the pools had warm water.
* The beach was beautiful: calm sea, clear water, shallow far out, and clean, fine sand. Perfect for kids, and you could even see fish in the water.
* Free kayaks were available at the beach.
* Most of the staff were friendly, smiling and greeting us when we met.
* There were many nice pools.
* The hotel offered a shuttle service, making it convenient to get around the property.
* There was a kids' club with plenty of activities.

Cons

* As we were heading to the villa, my son accidentally fell and hit his head hard on a table. The staff offered no help or concern whatsoever, only urging us to get ready for the car. They were cold and unhelpful.
* The Market restaurant was discriminatory: during breakfast, white guests were prioritized for seating, treating Asian guests differently.
* The food at The Market restaurant was terrible, especially breakfast.
* The front desk salesperson aggressively pushed Accor memberships upon check-in, which was off-putting.
* Some rooms were very far from the restaurant, pool, and beach.
* Many facilities were broken or unusable: the phone was faulty, tables and chairs were worn/dirty, light switches, the main control switch, and the TV remote needed repair, and the interior finishing was rough.
* Our shower was missing an entire wall, making it completely open-air.
* The hotel's app, which is required to contact customer service (replacing the front desk phone), was poorly designed and responses were extremely slow.
* The staff's English and communication skills were generally very poor; they gave vague answers and constantly told us to use the app, which was a huge waste of time and patience. For example, we spent 20 minutes messaging and calling to book a spa appointment, only to find out it had been fully booked long ago.
* Many areas of the hotel were old, dilapidated, and poorly maintained.