Check-in from 03:00 PM. Check-out by 12:00 PM. Early check-in and late checkout may be available upon request.
Cancellation
Cancellation terms vary by rate. Flexible rates allow free cancellation up to 24–48 hours before arrival. Non-refundable rates cannot be canceled or modified.
Payment
All prices are all-inclusive with taxes and fees. A valid credit card is required at check-in. No additional resort or service fees will apply.
Important Information
Reservations are required for golf tee times, massage services, and spa treatments. Reservations can be made by contacting the hotel prior to arrival, using the contact information on the booking confirmation.
Only registered guests are allowed in the guestrooms.
No pets and no service animals are allowed at this property.
Cashless payment methods are available for all transactions.
Contactless check-in and contactless check-out are available.
This property welcomes guests of all sexual orientations and gender identities (LGBTQ+ friendly).
A deposit may be required at the property.
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Guest Reviews
What Guests Say
9.2
Exceptional
227 reviews
aw2026
Family · Jan 2026
8
3 star for the resort and 1 star to Esmeral
Liked:three star for the hotel stay. one separate one to Esmeral, who was super helpful and made us more welcoming. it was a shame that there werent more staff with her attitude and dedication to good service around.
The resort itself is great.. plenty of greenery, rooms are spacious, comfy with nice private pools.Moving around the resort may require the use of the buggy service which can be up to a 15 mins wait during busy periods. walking around is less pleasant (and not very safe !) with the buggies moving at high speeds, constant stream of motorbikes, maintenance vehicles around and loose tiles all over the pavement. wished it had been more pedestrian friendly . location is north of the island, 10 mins drive from Grandworld but heading into Sunset town will take up an hour.
Overall food was average. buffet Breakfast has good choices but can be a little chaotic.. glasses, various things running out, coffee machine not being refilled etc…nice touches with the pho , banh mi stations . One place to avoid is bar 1892 - soggy/ cold fries along with some poor service..(“we have no mangoes to make drinks”, 20 mins later , a mango bingsu the size of Mt. Fiji served next table ! ) ….not exactly what you expect from a 5 star resort . The food / service experiences were generally better over at Ibiza. But still better off heading outside .
Facilities wise - pools and beach are great … indoor areas not so. Gym too small and crowded, games room lacking options and one table for pool , table tennis sharing between few hundred guests mean it could be a long wait for your turn.
Staff service also mixed ..was threatened a fine for losing a towel card , check in process way too complicated , “iced” versions of drinks came when asked for hot , items of rubbish being left outside our room and no reason , towel guy with the checklist at the pool was simply rude . We were fortunate to meet Esmeral at reception who helped us to navigate some of the issues and was really a great help!
Overall , a pleasant stay. whist not a truly 5 star experience. First time visitors would still enjoy the experience … although having done it once .. with some of the service frustrations and average food, not sure we would be back soon…
via tripadvisor
kellieb987
Family · Jan 2026
6
Beautiful hotel, terrible service
Liked:Such a beautiful hotel, grounds, pool, beach, Level villas are really nice and very spacious with lovely pool areas outside. The villa pool and beach are really nice, lots of comfy beds and kept very clean.
Unfortunately we found the service to be probably the worst we’ve had. Arriving for breakfast to an array of dirty pots on tables and being seated at dirty tables with no cutlery, then you will be left like this until you manage to grab someone’s attention to ask for a menu, when you’ve decided what you want be prepared to try and then get someone’s attention again to order before waiting half an hour for your cold eggs to arrive.
Unfortunately we didn’t get to try the highly rated Italian as it was fully booked for our five day stay. We tried the buffet twice, the first time my husband was asked to pay while eating his chicken wings which was quite bizarre. The second time, he wasn’t hungry but accompanied our daughter to lunch, when he told the waitress it was just our daughter eating, the waitress told him “ the cameras are watching you”
We went out to eat at Grand world after this which has lots of choice and only 5 mins in a taxi.
via tripadvisor
Camper61799016603
Family · Dec 2025
4
Not the 5-Star Service We Expected
Liked:I was planning my Christmas and New Year holiday and usually choose other hotel chains with a consistent 5-star service level. This time, my friends already had a reservation at Meliá Vinpearl Phu Quoc for the holiday period and suggested that I join them.
All dates were fully booked, so I contacted the reservations department directly. From that moment, my experience with this hotel chain began — unfortunately, not in a positive way. My inquiry about possible available villas or cancellations was answered only a week later, which felt unacceptably slow for a hotel of this category.
By checking availability daily, I eventually managed to book a villa for a shorter stay than originally planned, as not all dates were available. In hindsight, this may have been for the best, as the stay itself turned out to be disappointing for several reasons.
Upon arrival, I asked about upgrading to the highest service level (“The Level”), but was told that it was not possible. This was surprising, as I have reliable information that other guests were upgraded to this level and that such an option does exist.
I understand that villas naturally show signs of wear over time, so I will not be overly critical about that. However, the quality of housekeeping was poor. Some light fixtures were missing bulbs or even had exposed wiring. One of the two sun loungers at our villa had a broken leg, making it unusable. Despite staying in a three-bedroom villa with a private pool, we were provided with only two pool/beach towels, which is clearly insufficient.
Dining was another major issue. It was almost impossible to secure dinner reservations at the restaurants. At breakfast, long queues were unavoidable — especially for egg dishes. The chefs preparing eggs did not understand basic English words, making it difficult to receive the correct order even after several attempts. Out of three coffee machines, usually only one was working, resulting in 5–10 minute waits for a cup of mediocre coffee. Freshly squeezed juice was not available at all. This was the first time I experienced such a low-quality breakfast in a hotel claiming 5-star status.
At the beach and main pool, there are very few sun loungers, many without mattresses, making them uncomfortable or unusable.
There were also many small but important details that simply do not correspond to the declared level of the hotel.
After noticing that some guests managed to upgrade from standard all-inclusive to “The Level,” I returned to reception to ask whether, at least for the last two days of our stay — even for an additional cost higher than what we had already paid — we could receive the level of service initially expected from a 5-star hotel. I was asked to leave my room number so they could get back to me. More than 24 hours passed without any response, and my follow-up inquiries were ignored. I then approached a “The Level” representative directly and received a straightforward refusal due to alleged lack of availability.
In the end, for a significant amount of money, my family received a very low-quality holiday experience. It is highly unlikely that we will return to this hotel or use other hotels from the Meliá chain in the future.
via tripadvisor
annalees87
Family · Dec 2025
10
Thank you
Liked:Thank you to Anton and the team at The Level in the Melia resort. We loved our stay. The safari and VIN Wonder shuttle was so convenient and the buggy service made such a difference around the resort. You went above and beyond to make it special for us all - thank you!
