Sonaga Beach Resort & Villas Phu Quoc

Manager Viet took care of us throughout our stay. He was always available when we had a request and went out of his way to help with whatever we needed. The hotel is very high standard, with exceptional service and everything managed professionally. I had a wonderful experience and highly recommend it.

The rooms and food were decent, but the service was so poor that it hardly felt like hospitality. Language was a real barrier, and there was little flexibility or empathy. Our simple request was for a second AC remote in the elite deluxe room. The living room and bedroom units were only about three meters apart, but they were separate Panasonic ACs, not a centrally controlled system, and there was just one remote. The third guest was sleeping on the bed beside the sofa in the living room and needed to adjust the temperature at night. We asked for another remote or to move that bed into the main bedroom. They refused both and offered no alternative, saying it was hotel policy. I understand wanting consistency, but this was a vacation stay, not a hostel where guests need to be disciplined. Hospitality and basic people skills matter, especially for a hotel trying to serve guests from different cultures. At check-in, because we had booked through an agency, the front desk asked us either for a 1 million VND security deposit or to leave our passports until checkout. After checking with our agent, we accepted that this might be the hotel's policy and handed over the passports. Checkout was much worse. There was a communication issue between the accounts team and the agency, and staff rudely told us, “Your payment is due and we will get that clarified,” then kept our passports while they sorted it out. They gave no explanation or clear request, and made us wait over 30 minutes even though we'd told them an hour earlier when we needed to leave. We were in a rush to catch a flight. A payment mix-up can happen, but the way they handled it was unprofessional. Holding our passports and delaying us while we were leaving the country felt humiliating and like mistreatment. Management needs to put effort into leadership and understand that running a hotel takes more than providing facilities and a nice location.

The villa, rooms, and pools were great, and the team provided lovely service. One nuisance was having a separate key for every bedroom. The staircase also had an unpleasant smell. The resort is rather isolated, with little going on nearby, so you'll need transport to reach the main attractions. I'd recommend it to families looking for a very quiet getaway.

At Sonaga, the staff made the stay feel effortless. From check-in onward, they were attentive and professional, responding quickly to requests with a genuine smile. That personal, smooth service is what made the hotel stand out for me. I'd highly recommend it for the hospitality.