The Shells Resort & Spa - Phu Quoc

The only staff member who really helped us was Kim, and we're very grateful to her. The rest of the stay was one disappointment after another. We went to the resort for a relaxing anniversary getaway and came home angry and unrested. My partner also had to take time off work because of an injury he got there. It's a shame, because the resort itself has nice rooms, a private pool and a beach, and could be lovely. But the staff and maintenance fell badly short. Within our first hour, my partner cut his foot in the pool on a large broken jar. He came out with three deep cuts and a frightening amount of blood. Staff brought a first aid kit with only plasters and bandages, and nobody seemed trained to clean the wound. We got no proper medical care or follow-up. They wouldn't close the pool, even with children and other guests still using it, and another guest was angry on our behalf. Nobody checked on us that evening or asked whether he needed medical help. With him unable to walk and the resort so far from anything, we felt completely neglected. Then there was a problem with our booking. We had paid for two nights and had confirmation, but the hotel said we had booked just one. At first we thought it was an honest mistake and planned to contact Agoda. Agoda told us it had sent the correct information again, but the hotel wasn't responding to them. The manager first claimed the hotel had received nothing, though we had proof otherwise, then admitted they'd got it and said they wanted the money right away. Agoda had confirmed the full payment would come through, so this was between the hotel and the booking agency. The manager argued with us, raised his voice, got sassy and mocked us, and tried to pressure us into paying for another night. He also claimed the hotel was fully booked if we didn't pay, which wasn't true. When I said Agoda had found us another place for the night, he snapped, “go then,” and picked a fight. Agoda were a huge help and were shocked by how we were treated. We spent half our holiday at reception dealing with all this. I could write an essay about how upsetting the trip was. I've never been spoken to so poorly by hotel staff, and I wouldn't book or recommend this place again.

The beach was beautiful, and we could watch lovely sunsets from the private stretch. The food and service were great too. My sisters and I stayed for two nights, and the room and private pool were both really well maintained. The location was wonderful, and the whole stay felt comfortable and relaxing. We had an amazing time and would recommend it to anyone looking for a staycation. ❤️

The bathrooms could have been cleaner, about a 5/10 for me, though the rooms were spacious. Breakfast was nice, but there were very few vegetarian choices. We stayed three nights at the shells resort and spa, and the place was excellent, especially the location for sunsets. Our room had a great view 😊. Everything else was good 👍👍

The secluded setting was actually a big plus, and the pools, beaches, service, and staff were all excellent. I even got engaged on the beach, an experience I'll remember for life. Still, the food took a star off my review. Breakfast didn't have enough variety, and none of the meals were especially tasty. It didn't feel like 5-star resort food. It's about a 20-minute drive from downtown and roughly five minutes from any civilization, so bring snacks if you don't want to buy everything there. Even with the food, I'd recommend staying three or four nights.