Maison Hotel Phu Quoc

The room problems started with windows that wouldn’t close properly, so street noise made it impossible for us to rest normally. After I complained, we were moved, only to find cockroaches in the next room. That suggested unsanitary conditions and made the accommodation feel unfit to occupy. Management offered a 50% refund only if we left immediately. There was no help or payment for finding somewhere else to stay, and they refused our request for a full refund because the hotel hadn’t provided accommodation meeting the advertised, sanitary, and safety standards. Staff then became hostile and demanded that we leave. This stay fell far short of the advertised conditions and basic standards for habitable accommodation. The property is advertised as a three-star hotel, but in my view it didn’t meet even the minimum I’d expect from that rating. The handling of the complaint and the condition of the rooms raise serious concerns about consumer rights and the hotel’s practices. I strongly advise potential guests to avoid it.

The location is great, with the beach about a five-minute walk away and the Phu Quoc Night Market and restaurants roughly ten minutes on foot. But the bed was so firm I couldn’t sleep on it. I tried stacking pillows and towels, and ended up sitting upright, feeling more stressed than relaxed. There’s no do-not-disturb sign, so press 0 for operations if you don’t want room service. The room has a mini fridge, and the air conditioning cooled it enough, though it didn’t work very well. I was glad there was an elevator, but you still have to carry your luggage at the entrance.

The noise made it hard to rest. On the night we checked in, a rooftop party played deafening music late into the night, and the poor soundproofing meant we could clearly hear people talking or walking in the hallway. The room and lobby had lots of mosquitoes, and our room hadn’t been cleaned thoroughly. There was hair and dust on the bed, old yellowed towels, and black grime all over the sink. The shower head was broken and never repaired, and the shampoo and shower gel were empty and not replaced. Staff were rude and unhelpful, and none spoke English. For the money, the service was extremely poor. This was the worst hotel I’ve stayed in, and I wouldn’t recommend it to anyone wanting a pleasant stay in Vietnam. I hope management takes these problems seriously and makes improvements.

We arrived at about 10 PM, and the receptionist confirmed our booking, took our passport details, and handed over the keys. We settled in and went to sleep around 11:30. Then, in the middle of the night, the receptionist came to our room and said there was no booking under our name. Klook customer support also checked and said the hotel had no record of it. We had to find another hotel in the middle of the night, and it cost three times as much. The property was listed on both Klook and Hotels.com at the same address, but under a slightly different name, “La Maison” rather than “Maison,” which had already caused confusion. It was a very stressful and disappointing experience. Unfortunately, these kinds of issues seem common in Phu Quoc. 😞