Best Western Premier Sonasea Villas Phu Quoc

The reception team was helpful with most things, but the service problems elsewhere kept piling up. At check-in we paid a deposit for food and services, yet waiters, bartenders, and beachcraft staff challenged us about payment whenever we tried to buy something because their system didn’t show the deposit. It happened every single time. We also tried to order morning tea from Tropicana restaurant. We were told someone would take our order by the pool near reception, but it took 30 minutes for a waiter to arrive, with only a blurry menu photo on his phone. Then we waited another 40 minutes for a 10-inch frozen pizza and two drinks. Resort prices are expected, but the careless service made the experience frustrating. These felt like recurring service issues across the villas, despite the reception staff generally being helpful. The rooms are starting to look dated and need attention. It doesn’t need a full renovation yet, but leaving it much longer could make one necessary. Too many small failures took the shine off our stay. Best Western Premier Sonasea Villas needs management that prioritizes customer service and makes a vacation easy. I can’t recommend it.

On my last day, I fell from the hotel buggy while a staff member was driving it. There was no safety bar or handle, and I hurt my hand badly enough that it was bleeding. I told the staff, but nobody arranged medical help or followed up properly. I was 11 weeks pregnant at the time, which made the incident especially upsetting and worrying. I expected basic care and an incident report. I hope the hotel improves buggy safety and how staff respond when guests are hurt.

I asked to check in early at noon, but didn’t get a room until after 3 PM, and nobody kept me updated while I waited. One front desk staff member told me to wait, then disappeared without helping. Later he said it wasn’t his responsibility. The whole check-in was disappointing, with poor communication and no accountability. Service needs serious improvement.

The service was good, and the rooms were really nice. We had a great time on this trip.