Update 13 January 2024 The GM of the property has reached out to me via email to appologize for the poor experieince. I will note that it was not a standard form email and the response was very fast- these two details are very rare, so there is some credit due for that. I invite you all to make your own conclusions, but such a swift response is generally a positive sign.
Entertaining and informative review; fantastic! Just discovered your channel and am excited to binge it. You have set a new standard in hotel reviews and I really appreciate all the work that you put into these videos. I'm surprised at the volume of content you're able to upload. Do you ever sleep?
Thanks Kevin - an interesting watch!. Sorry you experienced such housekeeping issues, reinforced by the lack of appropriate action / follow-up by management. As mentioned in the comments on your review of the next-door Regent, we're currently looking for suitable properties to visit in the area next year - unfortunately the IC has been struck-off our list (and not just because of the housekeeping issue). Keep up the great work!
A new subscribe and a like plus for your channel for your honest review. The resort looks modern and green trees are everywhere. It must be relaxing staying here. Wish you enjoy all resorts on that island.
A more than useful review for me as I will be visiting the Island late March and have been considering this property. I have stayed at the JW Marriott before (exemplary) and hope to try the Regent. Many thanks for your time and effort in producing these reports. I'm normally a big fan of the Intercon ; notably Melbourne and Sai Gon.
I’ve visited this resort before and honestly found it to be pretty underwhelming, tbh. I found my room’s bathroom to be pretty antique-looking and overall unpolished. (I luckily didn’t fond any hair though!) I loved this video :) You earned a new sub! I’m really looking forward to your JW Phu Quoc video :D (I’ve stayed there in July of this year!) P.S. I’ve already planned to book a trip at the Regent after watching you review!
The wavy (but not in a modern way) exterior, lack of awareness how out of place that tower is on the island, furniture and layout of the common areas, the fact that they thought a stand alone rooftop bar was a smart choice… many reasons lol.
Yikes 😬 A very hairy situation indeed! It’s too bad though, looks like a good hotel albeit a bit bland but the way management handled it was unacceptable, you on the other hand handled it better than I would have 😅. Another great video as usual, thanks for sharing 😊
love your videos hey the menus are they in vietnemese dong we are looking at booking just trying to gage how much you would spend on food for a 7 day trip😅
I made a bet when I commented on your Regent review and I wasn’t wrong. I know the Marketing Manager- a previous colleague- but he couldn’t convince me to give it another try… It is broken, needs refurbishment, better food options to start with…
A resort that for all practical purposes has only really been fully open and in active use for 18 months needing refurbishment (I don’t disagree) says a LOT Iol
@@tfft my son and I went for the first time in ‘19 when the Austrian GM was running it. We did had a major hygiene issue and were upgraded to the once a lifetime Presidential suite ( the one they took the lady with cone picture) We witnessed the degradation over the last few years , shared pics with IHG of even worse situations you encountered. Intercon is not on our list anymore. Surprised to hear Fusion closed. Had some potential. Forgot to ask if you plan to revisit Nam Nghi ?
Stayed there last Dec 2023 and got room 4413 and these were my honest experience: - my foot caught a piece of potato chip stuck on the carpet near the bed so I'm sure it was already there before my stay as I didn't bring in any chips or other food on the bed. - not sure about the cleanliness of the linens but I felt itchy around my back throughout my stay - broken headrest on the bath tub with missing suction cup, faucet also seems loose and broken - the flat iron had burn marks still sticking on it. they never clean the gunk out of it! the ironing board was also a bit shaky and not balanced. the iron's power plug also keeps coming off due to loose wall outlet next to the bathroom entrance. - light switches were very confusing to use. it will take several minutes for you to figure out what lamp will it turn on or off on both sides of the bed - the toilet paper roll was halfway used and obviously never replaced from the previous guest's stay when I got into the room. - Sea shack restaurant very slow in serving food. Price on the menu is not transparent as it does not indicate that it is exclusive of taxes and other service charges. - elevator near the pool going to upper floors is always wet and smells like pee. stairs and access ways near the pool are also dark at night (kind of a safety issue) - as for security, I don't feel secure as anyone can just pretend like a hotel guest and access the property right from the beachfront. kinda creepy but at times I can hear like someone was trying to break in and test the door knob in my room. -people at the check in/out counters are all aloof and busy with their computers. They will not entertain or offer you any help unless you call them out. Not even a friendly smile to make you feel welcome. If you'll ask me if I'll stay here again, definitely not.
Originally looking to stay here but a swift change of decision, thanks for the honest review, would love to try the Regent but too expensive. Any other favourite hotels under $200USD on the island?
I think they may have improved after your visit, I had a free weekend night I need to use before it expired at the end of the year so we went as a family. It was overall pretty good, we had lounge access so that was nice.
Didn’t expect it to be spectacular but also didn’t expect it to be like this. Anyway, I tried Kimpton Kitalay last month and found that they have relocated the dog park away from the main pool. Didn’t really matter to me but think you should know. Booked a pool access room like you suggested, which was nice, but the pool wasn’t open until 9 a.m. Duh…
Unacceptable. If the housekeeper cleaned the room with such indifferences while the guest was in the room, then my imagination runs wild of what happens when the guest is away: pillow on the floor? Wiping the water glass with the same towel they used to clean the counter? I hope you thanked them afterward in perfect Vietnamese and see their reaction.
Nice one Kevin. One thing I don't fully agree with is your comment about IC Resorts in the area being generic. Certainly IC Danang is far from generic and classic. Also, I/C Koh Samui, while showing its age, is not generic at all. Neither is Phuket I.C. You definitely need to review IC Danang. I will be very interested in hearing your take on it.
I was speaking generally and certainly Da Nang is an exception to the rule, but I disagree about Phuket. Considering how beautiful the (non-ocean side) grounds are, I think the lobby and arrival experience are very generic- almost as if they were afterthoughts. Thanks for watching 🩴
Similar housekeeping issue happened to me twice at Ritz Madrid. First time it was adressed very promptly and professionally. Head of housekeeping sent bottle of cava and a cake to our suite. Second incident happened on our next stay few months later. I found huge amount of dust behind the bed. Young lady at the reception was not very apologetic and asked me what do I want them to do??!! Such a shame... Ritz was one of my favorite hotels but I have not returned after that incident. They lost a regular customer due to something that could have been easily fixed and apologised....
I ever work as a housekeeper in a hotel as big as that and if i find hair or some sorts of dirtiness at the bed, i will always chnge the whole sheets. For the toilets though, it was a disgrace or some sort to be that dirty when you pay a lot of money to stay. At least make sure the room is clean first or else the whole customer experience will be ruin
I always book with small and/or family run hotels when I travel, you tend to get better service as they're reliant on your money more than chain hotels.
It is perplexing that Regent and IC are owned by same company, managed by same IHG yet design elements like 262 pools vs cramped up pools, layout and of course the housekeeping. A world of difference. Maybe the management of the hotels don't talk to each other.
I am thinking between intercontinental or salinda for a family stay in March... Salinda seems to be clear winner But the intercontinental did looked promising considering that I will be traveling with 2 small kids
Great review as always - the lack of concern with regard to number 2 ( no pun intended) showing a blatant disregard and lack of respect to number 1’s observations - just goes to show that this area of the property is a failure. It always amazes me that all you’re asking for is a room with a clean interior .. isn’t that why one stays at a hotel.. the very basic requirements of a hospitality venue - I won’t be staying there !!
Been there 2021 , it was terrible experience, all started with changing room because it was too dirty , restaurants was ok , except sea shack in peak hours it take them more than 1 hours to bring food , service no more then ok. Ps that’s exactly I love watching your videos u very honest , just today saw report which said the best 5 star hotel in Vietnam 🤣🤣🤣
Last 13m I have been to Phu quoc resorts 4 times (yes, I know. A little overkill). IC, Regent, IC and Crowne Plaza. Didn't have problems like this anywhere. Sad if standards fallen so quickly.
This video serves as a perfect example of why one should not take the opinions of a single individual too seriously. I stayed at the Intercontinental Phu Quoc for three days and two nights and had a wonderful experience with room cleanliness and staffs. Only complaint is the price for food and drinks.
Sure- but then that also means we shouldn’t take your opinion too seriously either lol. All of my videos are moments in time. Some things improve, some don’t- either way it doesn’t negate the experience I had.
I’m curious whether properties have ever reached out to you after posting a video, particularly after negative experiences, to either request more information and/or offer an apology and incentive to return?
A handful of them have reached out and after they do I generally write a pinned comment update about the exchange unless they specifically ask for one not to be written. Update written or not though, I’ve never accepted anything from them.
The supervisor should have come back and checked the room after the two housekeepers finished their work. The supervisor should have also asked if the room was cleaned to your satisfaction and ensured this would never happen again. This is common sense for anyone, and one should not even have to be trained for it. They reflect a poor working culture and bad management on the part of the hotel.
watching house keeping clean a room is watching some kitchen prepare your food. just dont do it. btw i've stayed at this property multiple times and never had the same issue. if you could get the club room or access, it's a much nicer place to have breakfast. the main breakfast area is a zoo.
As someone who comes from the restaurant industry, I can say if someone is hiding their kitchen, there’s a reason for it. The category of room shouldn’t affect the cleanliness level. Thanks for watching 🩴
I stayed here from the 2nd - 7th of Jan this year and have been eagerly awaiting for your review. The property had a 95% occupancy rate it was absolute mayhem/ carnage almost zoo like. Lobby for check in 1-2 hours wait before you could be seen by a staff member. It was like a zoo. Any lunch restaurant an hours wait for food. A beer 45 mins, a ice cream 45 mins (after complaining). Roof top bar closed without communication. Sea restaurant no ability to have a sundowner because all tables are booked for dinner after 7pm. Sunset is at 5:30 not sure why its such a drama. I wouldnt stay here again, not even if its for free. My time is just to valuable. If you are planning to book book when its low season, if its peak times you can not say no one has warned you. Management doesnt care, nor even tried to improve guest experience. A resort to miss in my opinion.
First video on your channel, where I mentally checked out after watching the disgusting state of affairs in the bathroom and seeing all these hairs….I would not be able to use any of their facilities or having something to eat or drink without wondering whether it would be clean or hygienic. Sounds a bit dramatic, but cleanliness is top of the list and I’d rather stay in a 3*** star resort where everything is simple but spotless than in a giant 5***** star resort where you’ll need to check for basic cleanliness before putting your head down on your pillow…Thank you for this highly informative video, I’ll give this one a pass 🫣
That is precisely why I buried the lead a bit haha. I don’t blame you for checking out at all… but didn’t want the average watch time to be 20 seconds 😂 Thanks as always for watching 🩴
@tfft I managed to watch to the last second (as I do with all your videos),knowing how important average watch time is, I just zoned out knowing this resort would never be on my wish list 😵💫
Thankyou for honestly. Very sad to see a top branded hotel with poor house keeping. There is always that one person that can ruin for everyone else. That one house keeper should be re-trained.
Kevin... as a former hotel maid and a housecleaner for 25 years now, none, absolutely none of this is neglect is acceptable. Cutting corners occasionally, sure, but this is just plain gross, lazy and careless. And the worst part is that it's so obvious! Where was the housekeeping manager or any lead housekeeper to check the work?
I played through the video but after paying that much for a room, if I got hair the way you did, I would be pissed and would have asked for a refund/upgrade. And not once, twice.
@@tfft I meant that you spent more than half the time in the video complaning. You could wrapped your complain up in a few minutes. It was quite irritating frankly if you don't mind.
I advise you to remember to bring a microscope next time.... 🙂 , you will never be happy when you have such a view, people are looking for ways to feel happy and comfortable, you are looking for things that make you frustrated and unhappy, in the end, health is still the most important, but joy and health must always go hand in hand. Wishing you good health, joy and happiness.
If you watched more than one video on the channel, you would see that this is the exception, not the norm. I didn’t make the resort dirty, I just report what I see. If you enjoy sleeping with other people’s hair around you, good on ya.
