The Shells has really lovely staff and a 24/7 buggy service to get around the resort (from pools to room or restaurants/reception). However, the resort rooms lack cleanliness as the once beautiful white tiles have a yellow tinge to it. I sympathise with the choice of white as Phu Quoc can get very hot and white is less likely to retain the heat. I trust that they are clean, however, upon first glance, feel a little put off. The rooms are spacious and the pool is nice to use. 2/3 of the pools were under maintenance and I believe that they will reopen at the end of 2024. The shells is a decent stay, however I don’t believe it is still the 5 star resort it once was.

I recently had a highly disappointing experience at "The Shells Resort and Spa" in Phu Quoc, Vietnam. Despite being advertised as a luxurious 5-star hotel, the reality was a stark contrast. The cleanliness was severely lacking, with evident signs of neglect – from mold in the shower and bath to pervasive cracks in the walls. The rusty steel fixtures left unsightly rust marks on various surfaces. The promotional pictures are misleading, showcasing a beauty that the actual hotel doesn't live up to. Having paid over $1000 (AU) for a 4-night stay, we expected a certain standard, but this turned out to be one of the worst hotels we've encountered in Vietnam. Dishearteningly, we decided to check out within an hour of checking in. To add to the disappointment, our 4-night stay was prepaid, and the hotel is currently refusing to refund our money our meet us somewhere half-way. This experience has left a bitter taste, and I strongly advise against choosing "The Shells Resort and Spa" if you seek a truly enjoyable and clean stay in Phu Quoc.

Great place to stay for relaxation if yoh cab overlook the imperfections as it needs a comestics

The staff are very nice and helpful. Breakfasts are delicious. The room we booked 4 nights with private pool, and last only for 2 nights. Then, they moved us to another room which was different. In the end, they tried to fix things but it’s not same.

Absolutely amazing, would come back and stay again - the staff are friendly, bedrooms super spacious and comfortable, and the setting is just unreal!

Nice hotel and a very pleasant stay. Overall great customer services. Staff are very nice and accommodating. Also good location with a private beach.

The view from this property is stunning. The pool is huge and faces the beach. We rented a bike at the property itself for a decent amount. They also provide cabs at the same fare as Grab taxis. However this is a resort and hence is only for those who like a little peace and quiet. Food could be priced a little lower.

Canceled our transfer getting to our hotel because we couldn’t call and tell them our flight was delayed. We could not call as we were stuck in the plane due to bad weather. After the first night we didn’t get housekeeping done even though we had requested it. Second day, they showed up and we had already done the room so they gave us new water and toiletries. The day after again no housekeeping so on our way out we requested it, they came and only made the bed and gave us no water and no fresh toiletries. The room door run out of battery and we were locked out. Someone came and fixed it. Also the air conditioner was not working and they say someone would attend to the room to fix it which didn’t happen. The fan wasn’t working and they told us it was for decoration purposes (we saw the controls on the wall and it wasn’t working). Tried to use the bath and took about 45 mins to 1 hour to have it ready as the water pressure is next to none so by the time the bath has enough water the water was cold as it also doesn’t come to warm…There was a lady in reception who was very nice and went out of her way to apologise about the transfer from the airport leaving us stranded and she organised a complimentary transfer back to the airport on departure. The staff at the liquid lounge was very nice and the food was very good. The condition of the hotel is not to what it looks like in the pics. It’s quite run down and it really needs to have a lot of repairs done. Floors and kitchenstained

The beach

The staff were incredibly friendly and polite, which certainly made the experience at The Shells more enjoyable. The food and the bar had very good and tasty options. Stayed for two nights, and didn’t feel the need to go anywhere outside the property. It definitely met our high expectations.

Very unique hotel with entrance from main road into small alley type road that had us concerned at first sight.. but eventually it reached the front of the resort which reassured us that we had arrived.. resort is fairly large and has continuous golf carts service to take you around.. room was spacious and had lovely views.. pool was large and had swim up bars. Private Beach was very close to pool and was very nice to swim or kayak in.. staff was friendly and nice.. one strange thing was hot water had intervals of about 5 minutes. it would cut out for 20 seconds and come back on again.. found that strange from such a large fancy resort

Well done!!! The vila I book is very clean. The property is quiet and calm as much as I expected. All staffs are very nice. I would like to recommend this property.

The transportations and the friendly staffs.

Loved our stay, minus the food.

This place is very peaceful and relaxing. Spacious rooms and very friendly staff.

Too far away from everything Inconvenient just to go out Property deteriorated Not a 5* establishment

Very helpful staff. Morning buffet is wonderful, easy transportation to the night market. Transportation provided to cable car / water park. (about 45 min) . Nice pool and beach and kayaks. Interesting rock architecture in room and throughout location. Rock in water areas of room could be a little cleaner. All sheets etc clean but the rock shows a little natural wear. Given that it is quiet and there is less staff, it's understandable this could be overlooked. Had a great experience overall. Phu quoc is great

Services from staff

The room is spacious but the interior is functional obsolescent/poorly designed. There are not enough drawers to store clothes so we had to leave our clothes in the suit cases. The closet does not have a door so things look messy. There are 3 sinks in the room but none is convenient to be used for make up for women: (1) one next to the toilet with no drawers and mirror, (2) One in the kitchen area but no mirror, (3) one in front of the closet but the mirror is 1 meter away. There are few drawers to keep/organize things. I had to put things on the counter. I ended up losing my swimming goggle because there was no place to put it.

Although the property is wonderful I was not happy with the staff - they are not friendly or ever smile. More importantly I was not provided with a detailed receipt of the charges in English. The receipt was in Vietnamese and hard to understand. Some of the Charges seemed to be not clear. Please provide clients with detailed receipts.

It was quiet after a hectic time in the cities. Staff were veey attentive

The property was well maintained even though tourism is still a bit down from covid. The views of the water and sunsets are beautiful and the pool and lounge area were clean and modern.

My friends and I love the places; however I won’t rate this one 5 stars because the bathroom is not clean. House keeping needs to learn how to remove stains and mildew.

During my vacation with my wife, everything there were good. I satisfied with their kindness and convinience in many things.

Please check your doors if staying in the bungalows - ours didn’t lock and took around 2 hours of staff trying to fix the door before establishing we could move rooms. Beach was unfortunately not as clean as it first appears - loads of plastic and rubbish to the right hand side. We experienced very bad weather which you can’t help but there was no entertainment or indoor activities to participate in and we literally spent a lot of time in our room as a result. Resort also has issues with power going off frequently if it’s stormy. 2 pools at the hotel but only 1 open - no pool bar open and the hotel bar closes at 9 - breakfast choices limited compared to other 5* hotels we have recently stayed in. We have been travelling around Asia for the last month and have chosen to stay in 5* hotels and this was by far the worst out of the 7 we have stayed in so far. It has the potential to be 5* but would require a lot of effort - whilst the staff were all very friendly the hotel itself lets them down. I feel saddened to be so honest but feel this is a fair review and at best would rate this as 3*+ having compared to other hotels not only in Asia but around the world.

Please check your doors if staying in the bungalows - ours didn’t lock and took around 2 hours of staff trying to fix the door before establishing we could move rooms. Beach was unfortunately not as clean as it first appears - loads of plastic and rubbish to the right hand side. We experienced very bad weather which you can’t help but there was no entertainment or indoor activities to participate in and we literally spent a lot of time in our room as a result. Resort also has issues with power going off frequently if it’s stormy. 2 pools at the hotel but only 1 open - no pool bar open and the hotel bar closes at 9 - breakfast choices limited compared to other 5* hotels we have recently stayed in.We have been travelling around Asia for the last month and have chosen to stay in 5* hotels and this was by far the worst out of the 7 we have stayed in so far. It has the potential to be 5* but would require a lot of effort - whilst the staff were all very friendly the hotel itself lets them down. I feel saddened to be so honest but feel this is a fair review and at best would rate this as 3*+ having compared to other hotels not only in Asia but around the world.

We booked for this hotel because it was rated 5 stars. But to our disappointment it was nothing close to it. The property was dated. There were ants as soon as we had a piece of cookie even though it was in the box. Staff service was ok but they kept forgetting our bath towels and other amenities since day one! Stair steps were not safe especially for elderly people or disabled people. They offered shuttle service to airport but they were late that we thought we may miss our flight. Overall we were not happy with our stay and we would not come back.

This hotel should be a 3 stars hotel, NOT 5. The whole property is badly managed. Cracks and stains were found everywhere in the room. Bathroom is so dirty, with mildews at corners and sink caulking. So disappointed.

Be very wary of your final bills....especially when using the room service. I had 2 very near misses that totaled about 15 million dong.Be aware!

Be very wary of your final bills....especially when using the room service. I had 2 very near misses that totaled about 15 million dong. Be aware!

I stay 3 nights with my lover. Staff is very friendly. Food is good. Breakfast is ok , you can try a lot of foods here. Location is ok. Recommend stay in The Shell. Room with ocean view.

I stay 3 nights with my lover. Staff is very friendly. Food is good. Breakfast is ok , you can try a lot of foods here. Location is ok. Recommend stay in The Shell. Room with ocean view.