What to expect
- Sleep Quality
Last 5 reviews
We stayed 5 days and absolutly everything was fabulous. From leaving the airport to checking out was done with absolute professionalism and with safety at the highest priority. The easy access to their sparkling clean beach, fantastic breakfast, delicious food, the breathtaking panoramic ocean views and most of all the superb hospitality and friendliness of the staff who deliver excellent customer service on a daily basis. Try it for yourself and you will see what I’m saying.
Amazing getaway, attentive service
Looking for a special, relaxing getaway, I chose to stay at Fusion Resort in Phu Quoc - stunning villa with my very own pool and inclusive Spa services to boot. But what made it perfect was the entire team there. I was warmly greeted at the main entrance, and the Fusionista (I'm sorry, I forgot your name!) explained at length of the facilities, services and what I might enjoy at the restaurants. Nothing was too much trouble for them, and they made sure I was comfortable and had everything I needed throughout my stay. The only downside was that I couldn't stay for longer. But that just means I would have to return, and I definitely will! Highly recommended!
Beautiful 5 Star resort with unmatched disgraceful hospitality and service
A group of four of us went to stay at Fusion Resort from the 17th April, 2021 to 19th April, 2021. They had a complete Resort and Spa Package, whereby each guest had a 1 Hour massage per day of their stay. I made the booking and I took care of everything on behalf of my party. Upon checking in I had tried to secure a time for our Spa on each of the days, but with other prior engagements it was making it quite impossible. The person that checked us in spoke good English and was polite and extremely helpful. First impressions of the resort were impeccable in every sense. We were all so extremely excited and happy to see one another, and to be spending the weekend together, especially our one friend who lived in Phu Quoc Island that we had not seen for ages. After a long discussion with my party, we couldn't come up with an appropriate time for our Spa and so I told my party to leave it with me and that I would sort it out. I proceeded to the check in desk and expressed to the Check In attendant of our situation. He called through to the spa and told me to speak to them myself to see if there was anything they could do for me as he wasn't able to commit to my requests. Which was fair enough, right?? I spoke to a very gentle spoken girl and expressed all my frustrations of having prior commitments and also wanting to be able to enjoy our 1 Hour massage. In the beginning she expressed to me that the Package deal of the resort was that each guest can only have the 1 Hour spa per day of our stay. We continued to try and choose times. She was extremely helpful but in the end we still couldn't make it work. I asked her again if there was any possible way she could ask management to make an exception. She asked me to hold on the line while she if she could work something out for me. She came back to me promptly advising me that they would make an exception for my party and allow the four of us to have a 2 Hour massage on the Sunday. I told the person checking me in and we both were squealing with excitement that finally my problem was resolved. I made the mistake of not asking for the girl's name at the spa, and the Check In attendant also did not think to verify the information and allowed me to hang up the phone. We stayed in the 2 Bedroom River View Villa and it was beautiful, clean, spacious and the service was impeccable whenever we needed anything from a lighter to a bottle opener. When the pool was dirty from leaves and dropping, fragrant Frangipanis, the pool cleaner happily came to clean everything for us. I cannot fault the Villa in anyway. That evening we spent out and about Phu Quoc exploring their restaurants, bars and nightlife. Because of Covid times, everything outside the resort was closed very early, but we all wanted to continue on so we decided to grab some snacks and a Bottle of Gin and spend the rest of our evening by the pool with some Deep House. One of the girls in the party invited a friend back to our Villa, a resident DJ at Sailing Club. It was never an intention to have him stay in our Villa. Before I proceed it is important that I make a point that our evening dragged on and this friend stayed there that evening. I did not inform the front desk. The next morning we all went to breakfast to start our day. Our fifth guest from the night before joined us, at that point I did inform the staff there that he is a fifth guest and that he would be paying extra to enjoy breakfast with us. Nothing was said by the staff. I thought nothing of it and our day continued. After a day by the pool, enjoying wine as we were winding down for our 2 Hour Spa ahead, our friend, who had left to go back home to freshen up, he returned to join us by the pool. Only to find out that we were getting ourselves ready for our Spa Treatment. He asked if he could join us so I made the phone call to ask if we could add a fifth person (who would obviously be paying separately) only to be advised that they were full. Our friend, who lives in Phu Quoc and had friends and had stayed at Fusion before, told us to go ahead without him and he would go and catch up with friends on Fusion premises. This is when everything went sour and it was all downhill from here ........ My party of four were in fits of laughter and ecstatic about the amazing stay we had had and we were all looking forward to our Spa Treatment and being spoilt, and also looking forward to our evening ahead. The staff at the Spa greeted us warmly and we sat chattering amongst ourselves about what treatment we would have etc. That is when I heard that one of the girls in my party (Ut, who lives in Phu Quoc) had chosen a spa treatment which was short of her 2 Hours. I then asked the Spa attendant if she could assist my party in putting together spa treatments which would not short us of the 2 Hours promised to us in the package and by the girl who had informed me on the phone conversation the day prior. This is when she was off whispering to the other Spa attendants, came back to me to inform me that in fact we could choose two (2) treatments not two (2) Hours and that I in fact had misunderstood. I then retold the entire event that happened upon checking in, and I said out of principle I now wanted to have spa treatments that would total 2 hours and not 2 spa treatments that they were now forcing onto us. At this point the Check In attendant that served me the day prior arrived and the Spa attendant retracted and he stepped in and said to me: "I apologise about what you have understood, and it was only from what YOU had told me about your conversation on the phone, but in fact, I did not hear the other side of the conversation. You have misunderstood but we will allow you to choose two treatments" At this point I was livid that he was accusing me either of making up the entire situation or that I was blatantly lying in order to get a 2 Hour Spa Treatment. At this point I turned to my friends and told them that I apologised to have had to make our weekend turn sour, but I indeed to not want to go ahead with the spa, and if they wanted to go ahead with 2 Treatments and not 2 Hours it was now their choice. All my friends said that the service had ruined their moods and that they too did not want to go ahead with the Spa any longer. I turned to the Check In attendant, I will emphasise that at this point I was livid and extremely upset of being made to look dishonest, and became very assertive, but definitely not aggressive, I said to him: "Are you now accusing me of lying, if you are then bring the girl that spoke to me on the phone yesterday to come out here and she can then advise you of how she had organised for my party of four to have a 2 Hour Spa Treatment and not what you are now trying to put onto us" Of course, they all said that she was not there and unavailable to clarify the situation. At this point I told him and also the rest of the girls at the spa to order me a Buggy as I no longer wanted the Spa Treatment and I wanted to return to my Villa. At this point my friends were trying to explain and speak to the Check In attendant. To be quite honest, during the entire situation, the Check In Attendant was always calm and polite but unfortunately it was his choice of words to say that my telephone conversation could not be proven, was just too much for me. While we were waiting for the Buggy to take us back to our Villa, the "Manager', Thinh, came. A young and arrogant man. He approached me, because the Spa attendants had obviously made the phone call to advise management of how upset about the situation we were. He turned to me and told me sit down and to calm down. His demeanour, arrogance and authoratative manner to tell a guest to sit down, was overbearing at this point. I assertively told him I did not want to sit down, and that if he wanted to discuss anything, he obviously had heard the situation from his staff already, and should be now ready to hear my party's side of the story. He continued to be adamant not allow me to speak, continued to tell me to sit down when I had told him I no longer wanted the Spa treatment and wanted to return to my Villa, and I would only discuss the situation if he was willing to listen to our side of the situation. He was too arrogant to back down. I told him, if he wasn't willing to listen to me as an unhappy guest, I was also not willing to hear what he had to say. At this point he turns to say: "Then I ask. you and your party to remove all your belongs and leave Fusion Resorts' premises....." I was absolutely gobsmacked that a Manager who had come to resolve a problem, would choose to kick our a guest when he wouldn't allow any of us to explain our side of the situation. He had already resolved to making us in the wrong. Which is disgusting service and handling of any situation that would occur between a guest and the staff of any resort. I asked Thinh one more time if he had indeed chosen to kick us out, and he then again emphasised that he was indeed kicking us out. At that point I started to video him, and of course he spoke calmly and as professionally being on camera. I cannot add this video to this review but if any reader is interested it is posted on the Fusion Resort Phu Quoc's Facebook Fanpage. On video he goes on about the situation, and I also then finally have the chance to explain to him the sequence of the events from arriving at the resort and up until that point. I then ask him about leaving the premises, and that we would do so happily, what would happen to our final stay. Thinh then advised that we would be refunded that final night's stay. I then wrapped it up and the Check In Attendant drove us all back to the Villa to pack our things and leave the Resort. Upon leaving the cleaning staff were already there, we apologised for leaving abruptly and asked if they could indeed clean up after us. The staff continued to be polite even after receiving our refund and leaving the resort. We left and in no way did we allow the situation to ruin our trip, and we stayed at another beautiful resort and had a tremendous stay. After returning to Saigon, I gave myself time to gather myself and make sure I did not act too swiftly, as I have also done during the time I have waited to pass before writing this review. My friend who lives on Phu Quoc that was one of the guests in my party, told me that she indeed knew the GM of Fusion, and that Sunday she had indeed messaged him and the fifth guest had also tried to contact him, but being Sunday he was unavailable. Maybe the situation would have been different - who knows. But in any event, the Manager, Thinh, was out of line. Now this is where it gets even worse. The GM of Fusion Phu Quoc is Peter Neto. My friend was kind enough to give me his facebook page, his mobile number and his mobile number. I chose to call him to speak personally rather than write an email that may not be read properly. Upon answering Peter already knew about the situation, and maybe that is why he had already made up his mind to protect his Manager, Thinh. But, I can assure you, Thinh's attitude and approach in addressing a problem with a guest was not at all professional. He was degrading, condescending and somewhat tyrannical. Before continuing, I want to add that, in any event if it were just me who was traveling, I have never experienced such rude, unprofessional attitudes during any of my stays at any resort or hotel, and I travel extensively in Vietnam and internationally. I have never in my life experienced the quite of rudeness that I did that day. But if anyone knows the Vietnamese, they do look down upon each other in status and social levels. I believe that they were asserting their own arrogant levels onto my party, as I have seen this so often during my stay in Vietnam. Being someone who has experienced racism on so many different levels, I was not going to stand for this in any way, shape or form. So I feel it is important for my review, as I do not review much at all. Peter, the GM, spoke to me for over an hour on the phone. During the call never once did he accept fault on behalf of his staff, although he did apologise. I advised him I didn't expect him to apologise for something he hadn't done. Peter did ask me what I wanted in return for the events that happened. Not only did he not accept my version of the sequence of events but he said that he had guests that witnessed the situation who had said that my party, me, was indeed aggressive and scaring his staff. Absurd as it was, I repeated myself and explained that not in any way was I aggressive or abusive, Peter came back at me with total distrust and other information to prove otherwise. When asked about the girl that spoke to me on the phone, Peter advised that she was now on leave for a week, so convenient. When asked why Thinh and the Check In Attendant did not go to reception that day, when I asked them to, to obtain the Fusion Package, to rectify the problem, nothing was mentioned. Peter asked me what I wanted???? I emphasised more than once that I was not after a complimentary stay, monetary reimbursement or anything of the sort. I even emphasised that my party and I would never want to step foot in that place for any reason. But I guess Peter assumed that was the reason for my call. When indeed, all I wanted was for him to hear my side of the events that occured that day and to acknowledge that his staff had chosen to 'kick us out' over any other kind of resolve, was extremely rude and unprofessional. Even until the end of the conversation Peter still did not accept this and reiterated over and over again that it was because my party and I were aggressive and were putting guests and staff in danger. HOW???? Peter then advised me that he would go and investigate the situation and get back to me. Now it is also important to let you know that in this time, our fifth guest friend had also asked around Fusion Resort staff about the situation, and that nobody had heard anything. Peter and Thinh obviously were keeping the situation between themselves or whatever the case, it didn't seem right. Peter also messaged my friend who lives in Phu Quoc and I told her to not say anything too much as I was handling the situaton and had escalated it to a full complaint. After a few days Peter called me, I don't know who was also present on this call but Peter advised me that I was being recorded and that I was on speaker. Whatever the case, Peter continued to accept no blame for the situation and after such time he had to investigate the situation he had also then added that we were breaking the rules by having a fifth guest, that I was indeed rude on the phone making a booking for the fifth guest to have a spa, that we in fact trashed our Villa with beer cans and wine bottles, and that he had video surveillance footage. I have also added photos of our Villa and in no way was it ever left in a 'trashed' state. These photos will also be available on the facebook fanpage. Peter as a GM has shown much unprofessionalism in this matter, and now it is understandable why his Manager, Thinh, would feel it was acceptable to act in the manner he did towards us that day. The Resort is impeccable in every way, and I cannot fault it, but in any event, there will be times where there will be a guest that is unhappy, when this happens, if Peter's manager is to be involved, he will surely treat the guest condescendingly and with such rudeness. When staying at a resort of that kind of calibre nobody should be treated in that manner, even if they happened to be wrong. There are many ways to resolve a matter, and personally, asking for a guest to remove themselves would be the utmost last option to resort to, if at all. I chose to end that conversation, as I felt I had given the Management enough time to offer me some kind of apology from Peter and Thinh, originally, we only wanted an apology from Thinh personally. I would only resort to a bad review if I felt I had no choice. To make things even more interesting after a few more days Peter made the most unprofessional move of all. He messaged my friend personally to say that she and the fifth guest (which I wont name as Phu Quoc is a small island) is indeed always welcome at Fusion Resort. So not only did he not see that his Manager, Thinh was in the wrong, but he felt that Fusion's staff, and himself, were not in the wrong in anyway. To even send a sms stating this shows how ignorance and arrogance do go hand in hand. So if any of you reading this are thinking of putting out that dollars $$$$ to stay at this premier resort, make sure that you will not make any fault or mistake in any way can be misunderstood or you will find yourself being in a position of degradation of no remorse. In this world, no matter what you earn, who you are, how you were brought up, what job you have, how rich you are ..... if you put out the money to stay at a resort of this calibre, make sure you choose one where you will be made to feel like a Queen, Princess or a King for your stay!!
Beyond 5-star service
Fushion PQ has given me the best travel experiece. I have stayed at many 5-star resorts all over VN, but Fushion has brought the experience to next level. My Fushionista Nghi has well-prepared the stay based on my references on the pre-stay survey, customised the villa and carefully provided everything like electrical car driving in the resort, welcome cake, appointed car for arrival and departure, masks upon the departure, etc. I think its service worth every penny. Just that the menu of restaurant Pezca is too limited, and many services including Spa had to close down due to the COVID situation. I will definitely comeback when I have another trip in PQ.
Unique, revitalising, nourishing stay!
From the moment I arrived, I knew Fusion was a unique place. Over a chilled welcome drink on a comfy sofa, my check-in was relaxed and thorough. My "fusionista" Ms. Vy (receptionist and personal concierge rolled into one) took the time to orient me with the myriad of activities and services available to me (and there were many)! She built a relationship with me and throughout my stay ensured no detail was left to chance, arranging my spa treatments, breakfast menus, outings, sightseeing... everything! Her restaurant recommendations were right on the mark. All rooms are villas, like having your own house! In the back yard are playful swings, sunbeds, and your own private pool. Inside, a handsome sunken timber tub and separate decadent monsoon shower. Each day Vy sent me an email to make sure everything was as I wished it to be. There was a strong determination to fix any issue or problem right away ( which there never was). The resort also offers a unique "breakfast anywhere, anytime" service, included in your room. If you want breakfast on the beach at midnight, or by the pool at sunrise, your wish is Fusion's command. I also loved that spa treatments are also included in your room rate. While the resort is quite spread out, a free buggy ride by a smiling attendant is only a phone call away. But I usually preferred to stroll because the grounds are immaculate and beautiful. The Pezca Restaurant has wonderful food and service and features some local must-try's. Everything at Fusion is done with panache and even a subtle sense of humor. My tongue-in-cheek guest comment form was emailed to me with a promise to arrange a complimentary helicopter transfer to the airport if I took the time to complete it! The team at Fusion is innovative, clever, and on top of their game. I would not hesitate for a second to recommend this resort to anyone.
© TripAdvisor 2021
These reviews are the subjective opinions of individual travellers and not of TripAdvisor LLC nor of its partners.