I was looking forward to my stay at Henann Lagoon Resort, but unfortunately, the experience fell far below expectations. Upon arrival, I explained that my original booking was for six people, but my father had sadly passed away four weeks earlier. Instead of showing empathy, staff were more focused on logistics and payment, insisting I change the name on his room. This took over an hour, under the uncomfortable gaze of other guests.
When we finally got to our rooms, none of the key cards worked. They were incorrectly labelled and had to be reissued, causing further delays. At checkout, we were wrongly accused of not returning a towel card—we were only given one, despite staff insisting they had provided two. Given the earlier issues with our room keys, it’s likely this was another mistake, but again, the focus was on charging us rather than resolving the issue fairly.
These incidents, all playing out in public view, left us feeling scrutinised and unwelcome. As the only Black guests at the hotel, it was hard not to question whether that played a role in how we were treated by both staff and management.
Facebook
Instagram
TikTok
Youtube
Twitter
Line
