Sheraton Hotels in Phu Quoc Island

Disappointing stay despite excellent staff Stayed at Sheraton Phu Quoc for 7 nights in a Senior Suite. Unfortunately, the overall experience fell short of expectations. The room had a very strong paint smell as the floor and furniture had just been painted, with some furniture still wet enough to leave marks. The room also had a musty smell, the pillows were unpleasant-smelling, the bathroom door could not close properly, and the USB ports did not work. The non-slip slippers provided were also unsafe, and we had near-misses in the bathroom and balcony. I eventually had to buy my own pillow and slippers. A live cockroach was also found in the shower one morning. Breakfast at Daily Social had a good and abundant spread, but basic service issues persisted. I had to ask for napkins every morning, and despite raising the issue with the floor manager from Day 2, staff continued sweeping the floor while guests were still eating. There was also poor coordination regarding my approved late check-out. My room access was disabled at 1pm even though I had been granted a late check-out, forcing me to return to reception to resolve the issue. The one major positive was the staff. The door captains, porters, drivers, spa team and Daily Social staff were consistently polite, warm and helpful. They were genuinely wonderful. Overall, while the staff were excellent, the room condition, cleanliness, safety concerns, maintenance and operational coordination were disappointing and not what I would expect from a Sheraton property.