Luxury Hillside Apartment Phu Quoc

1. Missing amenity: NOT all rooms have washing machine inside, even though it is clearly stated that this is included in the room amenities. The host/reception staff did NOT specify this information before OR after check in. Even if the machine is there, the host/reception staff does not provide any token amount of laundry detergent. So remember to “Bring your own detergent” 2. Vague communications: Questions emailed to the host via Trip.com are not always answered by the host (ie either no response at all or very late reply). Trip.com was helpful in advising me to email directly to the host (**************************) when the host failed to respond to some of my emails. However, it seems like the host does not check it’s own email box so I never get any response from that mailbox 3. Tedious check in process: There isn’t any clear information about the exact location of their office. Check in information is given ONLY via Chatting apps (eg Zalo, Kakao, Line or Whatsapp) at exactly the check in time, 2 pm (rooms are highly unlikely to be ready before that). I went directly to their physical office for assistance. Their office (with blue signage “Rosie”) is shabby and dubious-looking and totally incongruous with the given “Luxury Hillside Apartment” name). You MUST have mobile data roaming at that point to receive the room access code. The security guards based at each building’s beautiful reception floor have nothing to do with the rooms managed by this tiny “Rosie” office 4. Minimal staff: Cleaning staff hired by this Rosie agency seems unable to cope with the large number of room cleaning prior to guests’ check in. In the end, I think the limited manpower could only manage very basic, superficial cleaning of rooms. Ants seem to have built a colony in hidden crevices in some of the units as there’re always some crawling around the kitchenette/clothes-hanging cabinet every now and then 5. It’s a 50/50 chance of whether you are assigned a fairly new and really nice apartment or a worn-out one with some broken down/missing fixtures. You just have to risk it, in return for a stunning view of the fireworks (in rooms facing the Kiss Bridge) 6. The agency staff are okay and they do try to help. Unfortunately, I find them somewhat inexperienced and their services and expertise are a mismatch for this fine category of apartments. The Rosie agency staff have a tendency to give routine, generic answers when dealing with feedback and complaints. They probably can do well in operating guest houses or backpackers’ lodge where expectations from guests are much lower

Everything was beautiful