On 11 June 2026, a brand-new factory-sealed MacBook Air M5 belonging to me was dropped by hotel staff at Mövenpick Resort Waverly Phu Quoc.
The laptop had been stored by the hotel. When it was returned to me, Security Officer Trần An Khương (Khuong) took the sealed box from the reception area and dropped it from a high counter onto the floor.
The device had never been opened, activated, used, inspected, or repaired.
Following the incident, Ms. Tien from Guest Relations / Guest Management informed us that the hotel’s only proposed solution was to take the laptop to a repair center, open the sealed package, inspect the device, and replace any damaged parts if necessary.
I explained that I was leaving Phu Quoc that evening at approximately 9 PM and had no time to wait for a repair process. I also explained that I had purchased a brand-new factory-sealed laptop, not a repaired one, and requested replacement with an identical new MacBook Air M5.
The hotel refused. We were informed that the hotel would not replace the laptop and that repair was the only solution they were willing to offer.
The situation became significantly worse during discussions with Huỳnh Phước Trọng, who was introduced to us as the manager responsible for the residence building. He was openly angry, irritated, hostile, and confrontational throughout the discussion. He repeatedly raised his voice, shouted at us, aggressively waved his hands in our direction, and continuously escalated the conflict instead of attempting to resolve it.
At no point did he demonstrate the professionalism, composure, or customer-service standards one would expect from a manager at an international five-star resort. Rather than helping to find a fair solution, he appeared focused on pressuring us into accepting the hotel’s position.
The hotel also presented me with a “Release of Liability and Waiver Form” that would release the hotel, its management, and its employees from any future claims related to the incident. I refused to sign this document.
What makes this situation especially concerning is that the hotel formally acknowledged in writing that the laptop had been dropped by hotel staff, yet refused to replace the device while simultaneously attempting to limit its future liability.
I have retained photographs of the employees involved, copies of the documents presented to me, written acknowledgment of the incident, and video recordings of the events that followed.
The situation ended in an extremely disturbing manner. As we were leaving the hotel and getting into our taxi, members of the reception staff were shouting at us and demanding that we leave immediately. Hotel employees then threatened to contact the police because we had recorded video footage of the incident and of the way we were being treated.
Instead of receiving an apology, we left the property while being shouted at, intimidated, and threatened with police involvement for documenting what had happened.
This was one of the most unprofessional, hostile, and disappointing guest service experiences I have ever encountered.
