NOT RECOMMENDED!! IF u expecting the visitor after 10pm. I was booking in room massage from legal/registered massage shop after long day outdoor activities.
Upon my therapist arrived at 10:41pm and called me said that reception staffs NOT allowed guest enter guest room after 10pm and left.
I had made a called to reception to informed them about my therapist is there but staff insisting NOT allowed visitor after 10pm then I asked again even my friend BUT still same result. (It's included family as long as they're not stay to their hotel then treated as VISITOR).
I'm so upset and read the hotel policies from trip.com but totally no mentioned at all and even their "Hotel Policy Board" located right infront the reception desk can't find this claused too (refer to attached photo).
Also, I had talked to the staff and request them to show me the hotel policy but the staff just tried to searched from their computer and even get the security manager to approached me. Same result, no way for them to present me the hotel policies with this claused.
One thing I must complimenting is their overall service is good and friendly staffs BUT NOT this Ridiculous policy which undisclosed to the public!!
Anyway, please refer to below what hotel "Guest Experience Manager" explained to me via email.
*************
Dear Mr. Lee,
Thank you for your prompt response.
I fully understand your concerns, especially as your intention was simply to enjoy a relaxing in-room massage after a long day.
To clarify, the restriction is our security and visitor-management policy, rather than a regulation that applies uniformly to every hotel in Phu Quoc, but this is the common hotel regulation in Vietnam, including Phu Quoc. The policy is intended to maintain the security, privacy of all guests, to ensure proper control of external persons accessing the hotel after hours and also to avoid ************ supporting to requirement from the government.
Regarding friends or family members staying at another hotel, the same visitor procedure applies. If you have a visitor during the allowed time, you must pass by reception to register them to be a visitor and they must leave your room before 10PM.
We acknowledge your point that this restriction was not clearly communicated to you. We understand how this could have caused confusion, and we sincerely apologize that this was not made clearer to you before or during your stay.
We appreciate your feedback and will review how this policy is communicated to guests to avoid similar misunderstandings in the future.
Yours sincerely,
Kayden Huynh (Mr.)
Guest Experience Manager
***************************
