Canyon Hotels & Resorts, Boracay — Hotel in Malay

This is a very very bad hotel.

First, almost all platforms have received good reviews, and many facilities and goods are not correct. There is no drinking water, no bathrobe, no bath lotion (just a small soap), and the quality of shampoo is poor.

Second, there are great problems with staff services. This is at the service awareness level. 2 o'clock is the normal check-in time. I completed all the check-in procedures at about 1 o'clock. Generally speaking, in other normal hotel, it will not embarras customers. The service staff will deal with it slightly humanized under the rules (this is not a room upgrade). But the receptionist is very tough and must require me to get the room card after 2 o'clock. I followed the rule. When I returned to the front desk at 2 o'clock, the lady at the front desk pretended to be very busy and turned a blind eye to my many requests. After it was cold for more than 5 minutes, I found another staff member and checked the information again. The next day, I checked out early, and the other guy at the front desk was also jealous.

Third, there is a problem with the hot water system. There was no hot water from the afternoon to the evening of check-in. In the evening, I asked the front desk to deal with it, and he first asked me to refresh a device in the room by myself. Judging from his feedback and other real comments I collected afterwards, there is indeed a great problem with the hot water system. The front desk first asked a waiter to refresh what they said about the hot water device (should be under the table). After the waiter failed to deal with it, he asked an engineer to deal with it. After the engineer processed it, the hot water was barely available, but the water temperature was not high. The next day, there was no hot water in the room again.

Fourth, the air conditioning and external noise are extremely high. Even if it is adjusted to the lowest level, it is impossible to fall asleep. I almost didn't sleep all night. This is also reflected in other real comment areas.

Fifth, the problem of beach towel deposit. The front desk gave me two cards, and the Chinese translator said that whether it was a lost card or a beach towel, the guests would need to pay $500. This is the first time I've seen this way of handling, which is very much like a trap for ripped customers.

Sixth, breakfast food is not only extremely simple, including two simple stir-fried dishes, porridge and bread. Sausages have a peculiar smell, orange juice is a sour pigment, and the drink has no refrigeration measures.

For any tourists, there will be a normal expectation for hotels at various prices and stars in different regions (depends on different price levels), which will not be too high or too low. However, I think this is a hotel with no advantages at all. This hotel reveals distrust and hostility from top to bottom, from the inside out. It also affected my impression of Filipino culture to a certain extent.

All the above situations are explained in the corresponding pictures.

Under normal circumstances, we should not be inconvenient and cut off people's money. But I still hope to share my real experience and help tourists from all over the world. In my values, this is a...

I am so upset with this hotel with the lack of compassion and security and do not recommend anyone to stay here. It has been 5 months since we stayed here and still have not heard anything back from this hotel. We had moved to the Canyon after extending our holiday another 5 days . The beachfront hotel we were originally in was booked out.and so after checking out the location and reviews we decided to stay here. We had booked an executive room and was impressed with the size , the fitout , and quality of furniture and comfort of the bed although it wasn’t properly cleaned as there was a mess under the bed base. We found this after being checked by security and management trying to see if we’d misplaced our valuables that was stolen from our room.. The room had direct access to the pool. The pool is quite disappointing as it looks amazing but it is very shallow and the water is quite warm. Not refreshing at all. Check in was easy and staff were welcoming. Breakfast was simple but was always fresh . Staff were allways smiling and friendly Biggest issue was that on the 3rd day we went to the beach and had forgotten to lock the safe. In the evening we were getting resdy to go out for dinner when my wife realised that she had a ring and money missing . I guess complacency is our fault but we really was not expecting any issues with such a highly regarded hotel. We reported the incident straight away to the General manager whom assured us it will be investigated and the security cameras would be viewed . It wasnt until the next day , and that was only after the hotel didnt seem to be reacting with a sense of urgency we ourselved ended up putting in a complaint to the police. The Gm did follow up after the police visited ,but by now this was too late. We were told that only one contract staff member had entered the room whilst we were at the beach. We have now checked out with no further progress having been given to us. We are minus our money and my wifes very much cherished ring . Our hard earned holiday was spoilt and our stay at the hotel has left us with much sadness and dissapointment. UPDATE June 2026 No one from the hotel has even made an effort to contact us regarding our loss since we came back to Australia. We have sent emails but had nothing returned. Please be wary when staying here and don’t expect any compassion should anything happen in the hotel.. As we stated before the only person to enter our room was staff and even the general manager acknowledged this after observing footage from the security cameras..

We have already booked to come back with a group and I can honestly say that they have lost mine and many other travellers business. There are many other hotels that can be chosen to feel safe and enjoy...

my partner celebrated her bday at this hotel. we booked deluxe double room for 2.6k/night inclusive of taxes, and bfast buffet. our room was spacious it was very big for us (2 people) which we really liked! there were 2 double size beds, hot/cold shower, standard tv w/ cable but we bring our chromecast so we could HOTD hehe, toiltetries were provided also, hair blower (upon request), electric kettle, fridge, vault, hanger, full-body size mirror (im glad they have this), towels (which you can bring at the beach) we also love that they have provided water dispenser so we dont need to buy water during our stay at the hotel (so bring your tumbler!!) we were so amazed with there window type AC bec it can cool our entire room!!! which we really love! the wifi connection was strong! my partner was working remotely and we didnt encounter any internet issue during our stay. They also have free van ride for guests at selected drop off spots within station 1-2.

breakfast buffet- enough food selections. pancake/egg station, bread, coffee, soup, fruits, 5 viands which is changing every morning. we we just add few hundreds to avail free bfast bec we dont wanna go outside to look for bfast (do not expect vikings type of buffet)

housekeeping, front desk, security and staff were so hospitable and accommodating.

the location was great! the hotel is literally inside the mall, or should i say the mall is inside the hotel? idk! ahaha and it was so convenient bec we can easily go to the grocery stores, dept store, food court, coffee, salon, etc.. its along the main road! easy access to public transpo (e-trike) we paid 15 php/pax going to the d-mall/station1-2 which is like 5-10min away.

this hotel is not beach front which is totally fine because we want something quiet and has strong wifi connection. nonetheless, everything on this resort is great. we definitely...