Boracay Uptown — Hotel in Malay

2/5 Update #2 There is no efficient communication whatsoever. Raffy told us that we were able to reserve our rooms on the third floor, but failed to tell us that one of the rooms w 9000 PHP instead of 6000. This was after our other family were relocated to the third floor. My uncle was angry and complaining, and Raffy had the audacity to say "sir, are you mad?" Seriously?Low IQ people run this hotel Don't go here unless you want a bad experience.

Update: Thank you to one of the managers, Raffy, for handling these stressful issues with such gracefulness and courteousness. He was very empathetic and understanding in regard to the complaints that we made. He listened to our heated complaints and handled it professionally. We were able to get our rooms on the third floor soon after we spoke to management. Joseph also genuinely apologized profusely to my mother the next day for the inconvenience and admitted his faults. You would never see this happening within USA / Western customer service - they wouldn't care enough to apologize and would get away with it. I have worked a lot of customer service jobs in the USA to know this. Unfortunately, the rooms that were originally booked on the first floor were more expensive than the third floor, so we were left over with extra balance in our account as they were not able to refund it - although I don't necessarily blame them. This is the case with refunds in the Philippines. You most likely will never get them when it comes to certain services. Other than that, The staff has been extremely kind and accommodating towards us even after the stressful incident / that happened before we were able to check in. The location is honestly so perfect as it is right next to the beachfront. It's also right next to a Jollibee, Chowking, and Mang Inasal if you want to cheap out on food. The hotel has a breakfast buffet every morning, and it was very good!! The rooms are actually quite nice too. The two pools are also very nice, although the pool on the third floor is way better due to the view of the beach. The first floor has rooms that are connected straight to the pool, which is nice. We really appreciate the helpfulness and understanding towards our very stressful situation. Thank you Uptown.

original review below:

Expect to be disappointed by the "customer service". There is none.

Nice place, but this is probably the worst customer service my family and I have experienced.

My mother upgraded our suite under the impression that we were going to be given a room on the third floor, next to the pool. We didn't want the first floor pool because of the lack of privacy.

My mother SPECIFIED she wanted a room on the third floor. I verbally heard her say this in tagalog - to make things clearer. They said there were rooms available, and that we just needed to wait for them to be cleaned.

After 1-2 hours, They gave us a room on the first floor instead, so we went back to the person who was "helping us", (his name was Joseph) and tried to insinuate that it was her fault, saying that they confirmed twice. He was essentially gaslighting my mother. Obviously a lack of communication skills from the person who was "helping" my mother. Now we have to wait another 1-2 hours for our room on the third floor

Instead of making excuses trying to claim it was our fault, and gaslighting my mother, can you just fix the issue and apologize? He was very rude. Very passive aggressive.

My mom literally specified her request and was very clear with what she wanted. And they tried to imply it was her fault, instead of apologizing. Joseph ended up giving a half ass apology.

I do not recommend this place whatsoever. I don't expect much from these places since I am from the USA, but this experience was just straight up irritating - most especially since we were tired, and waiting to rest.

Joseph, don't try to blame the customer when it was obviously your fault. Don't expect anything at all from this poorly managed establishment.

This was unacceptable, and ruined our first few hours of our trip....

ABSOLUTELY DISGUSTING. YOU WILL WANT TO READ THIS REVIEW. This hotel is not even close to 4 Star and has no business advertising itself as such. Do not stay here. I booked 3 nights accommodation in a "Premier Suite" Room and paid $226 AUD a night. I took photos and video of this hovel - see attached.

The shower had minimal hot water and was a trickle. The Premier Deluxe room contains a jacuzzi which is part of the reason I chose this room. It was broken - no hot water, the plug didn't work (it had a string tied to it so you could pull it out of the drain), and the jets were completely inoperative with their control completely removed and covered in duct tape. It's not like no one knew about this (or ought not to know) when they happily allocated this room to me.

They claim to be a 4 start hotel but have no room service. They have a strict no visitor policy after 10pm (which they don't advertise) and only tell you when you check in. So good luck if you're a single traveler and want to have some fun, or if you just want to invite some friends around to your place on your vacation.

"Experience complete comfort and ecstatic sensation", and "hip and modern facilities", is verbatim what they say on their website. The hotel is rundown, absolutely filthy and does not look like the pictures. The general upkeep of the property is atrocious. This hotel would be shut down in a first world country in 5 minutes.

Your "ecstatic sensation" and "hip and modern facilities" at the Infinity pool include exposed wires, splattered paint on room windows, multiple bags of cement just piled up against the wall, stacked up tiles, random plastic chairs and tools, miniature scaffolding and something that resembles a rack for drying clothes - it legitimately looks like construction sight. Throw in some empty paint buckets too.

There are no deck chairs in the pool like there are in the pics - they're stacked up next to the entrance to the pool area and caked in dust. The swim up pool bar is completely inoperative and used as a storage area and is equally as filthy as the patio. There are no tiles or flooring of any kind on the patio leaving the cement beneath exposed, cracked and rough.

Your "hip and modern facilities" continue with the showers and toilets - just move the mop and bucket in the shower to the side is you want to rinse off after your swim. And mind the rotting and rusted doors when using the toilet - hope you've had your shots. And if you'd like to wash your hands after, theres a sink coated in plaster with a random bucket in it. Oh, but no soap.

Mind your head around the roof of the pool bar as you're in "bliss and comfort". Rusting corrugated iron and rotting wood is best left untouched.

If you've booked a beachside room be prepared not to sleep one iota before midnight because you will entertained by live music literally right outside your room from 7pm. There's no double glazing (or any noise minimisation). You are literally right beside the stage. Of course , that wont be explained to you either, not even at check in.

Do not stay here. You will be thoroughly disappointed and ripped off. I can't post the video I took of the place here but if there is a way to contact me through here (I'm very tech challenged), I'd be happy to share it with...

Honest Review: Disappointing Stay at Uptown Hotel Boracay (Jan 5-8)||We stayed at Uptown Hotel in Boracay from January 5 to 8, booking three rooms for our family of four. We hoped to enjoy a more relaxed and spacious experience, but unfortunately, our stay did not meet expectations. Here’s my honest review:||Cost and Room Pricing:|We paid PHP 66,850 for 3 rooms over 3 nights. Each room was priced for two people, with an additional charge of PHP 1,500 per extra person per night for our kids and an adult. While we didn’t mind paying a premium, the quality of the rooms and amenities didn’t justify the high cost.||The Good:|- The staff were friendly and attentive, always willing to help and make our stay more comfortable.|- The infinity pool was a highlight, and the hotel grounds were spacious, offering a peaceful setting away from the busiest parts of Boracay.|- The location was relatively quiet, but still accessible to nearby attractions.||The Bad:|- We booked room 1110 the most expensive option, thinking we'd get something better, but it was still a rundown room. Despite its price, it felt very outdated and poorly maintained.|- The water pressure in the bathroom was abysmally low. Taking a shower was incredibly difficult, which is a huge inconvenience when you're on vacation.|- The furniture throughout the room and the hotel was old and worn out, giving everything a tired, neglected feel.|- The elevator had rust and peeling paint, which made us question its safety and overall maintenance.|- Breakfast was basic and unimpressive, and you had to go up two flights of stairs to get to the dining area—this could be problematic for anyone with mobility issues.|- We were not allowed late check-out,which felt unreasonable given the high cost of our stay.|- upon check out the reception tried to charge us with a stained towel an old towel. | |Final Thoughts:|While we hoped that paying for the more expensive room would offer a more comfortable stay, we were sorely disappointed. For PHP 66,850 over 3 nights, you can find much better options in Boracay, especially around Station 2, where the quality and value are far superior. The hotel feels neglected and overpriced. Unless major renovations are made, I can’t recommend...