Terrible hotel, horrid service, and ruined our holiday
Where to begin… this hotel is abysmal.
Firstly, my partner and I had purchased accommodation in mid-March 2015, for one night, the ONLY night we were staying on this beautiful island and they have absolutely ruined our trip and holiday. When we arrived at the hotel, we presented our printout of our voucher (which, by the way said on it that all we needed to do was present it and get our accommodation), which was apparently insufficient. The staff told us that we had to purchase the room from them, and then seek a refund from them once the travel website (Asia travel) had paid them! This argument went back and forth for roughly 2 hours.
The staff were extremely unhelpful and rude during this whole process. The girl at the reception desk would palm the issue off to the manager, who would palm it off to another worker, who would then palm it off to the original person at reception. This cycle continued, as they each took pathetic attempts to contact “their head office” as well as “the agency”- whilst the whole time me and my partner waited in agony as we were both very sick. No updates were given, even when we asked, during the entire process. This was in no way due to how busy the staff were, as they would have chats with each other and laugh and muck around and go back and forth between the reception and back office to chat. Eventually the issue was sorted out and they decided to give us a room once I had threatened them with a bad review on Trip Advisor.
Secondly, the staff service was terrible. The staff were rude and dismissive towards anything we requested/ complained about, and they proceeded to give us a room in the noisy part of the hotel (the front), even though we had requested numerous times for a room at the back of the hotel. Upon further inspection of those rooms, they appeared to be empty the night we stayed there, as well as being the same type of room we stayed in. Furthermore, simple requests for things such as towels went unheeded until my 2nd or 3rd request, which would often take upwards of 15 minutes to get, as there was rarely staff at the counter of reception to begin with.
Thirdly, they were completely unprofessional in the way the reacted to the initial issue of needing us to purchase a room and get a refund, continuing to badger me and my partner even after we had a room, as ‘they weren’t sure the agency would pay them’. They admitted to advertising their hotel on Asia-travel before, and they admitted that there had been no problems in the past regarding payment, which makes me question why there was such an issue regarding my particular booking. They would often speak in their native tongue whilst looking directly at me and my partner, both when dealing with the issue and any other times we would consult with them- often laughing. I don’t know what was said, but it was extremely offensive, and even after I raised the issue they continued on with it. They wouldn’t even let me speak to one of their representatives from headquarters to sort the issue out, refusing to even give me their number to call them myself.
Fourthly, the room was disgusting. The beds were hard. The air conditioning would constantly switch between being warm and cold without anyone touching it. The showers were lukewarm at most, and the stream from the showerhead was at best comparable to a tap. I cannot stress how cold and how little water came out from the showerhead, I could not believe this was something a “hotel” would offer as it would not even be acceptable in a $20/night motel. The toilet was tiny, and when sitting on it you would often have to leave the door open so you could actually fit your legs (I’m only 5’9” tall). Privacy is also a massive issue as people could also look directly into your room. The windows were right next to the footpath going through the hotel and the curtains which wouldn’t close fully provided no privacy as they were too small to actually cover the window.
I now not only have an incredibly bad experience with a hotel, but this experience has unfortunately left a bitter taste for Boracay for me and my partner. They have wasted the only day we had in Boracay and no apology or form of compensation was offered. For $180, we left determined to never return to Boracay. For anyone from management reading, I understand that this hotel was purchased by the Henann Regency hotel chain. I would seriously reconsider your affiliation with this hotel and having staff wearing ‘Henann’ work shirts around the premise as I believe this hotel is a huge liability and is already damaging your otherwise perfect reputation.
Feel free to contact me to address the above issues. I look forward to hearing from you.
Couples - Jun 1, 2015