Emerald Island Hotel — Hotel in Malay

VERY POOR MANAGEMENT AND NO ELEVATOR!

If there is zero star in the option, I would rate this as zero due to very poor management and hospitality services.

I came back to Boracay to visit my family because I was based in Australia for more than two years. This is the perfect time for me to see them knowing it’s new years eve and to give them my presents as well. As someone who has been based outside the home country, we have been waiting for this moment for a very long time after all the homesickness.

I’ve been working in the hospitality industry for most of my career in the Philippines and in Australia, and I was trained to show politeness and empathy to all the guest’s needs and concerns.

My grandmother and sister carrying a baby came to visit me in the afternoon for them to receive the gifts from me but the receptionist said they would allow them for only few minutes and they even warned them that they would check the CCTV camera to monitor them.

CCTV camera to monitor them? Why?! Do they look like criminals? They did not even stay inside my room for 15mins even if you check the camera. Around 8pm, my cousin tried to drop by to receive his gift from me but the receptionist did not allow him because the receptionist said that the manager was watching the camera when my grandmother visited me in the afternoon.

So I had to ask, where is the manager? She said that the manager named Junina is on leave. I asked her if there’s anyone in charge in the hotel that can help me and she said no. I can remember before I booked this room, there is no hotel policy in the booking confirmation that states “no visitors allowed.” And I did not even receive any information that the lift is not working knowing it’s hard to go up and down. I’ve been working in the hotel for how many years as manager and we always allow visitors as long as they would show any valid ID that they are related to the primary guest.

I am truly disappointed knowing it’s New Years Eve and it’s a season of giving but you really gave us a very hard time and lack of respect. I had no one to talk to because she said that the manager is on leave for two weeks. Atleast, there should only be one person in charge to accommodate the guest’s concerns in the property knowing that the hotel is running full.

I told the lady in the reception that it’s the first time I saw myself complaining out of all my experiences staying in the hotel because I always try to empathize the feeling of the staff. But they did not empathize my grandmother and my sister carrying a baby.

I hope this won’t happen to you in the future when you try to visit your family or loved ones as well. This is very sad. Merry Christmas and Happy New Year...

I had the best experience here during our Boracay trip. All the staff are respectful and their response is super quick to room service. They gave us free breakfast along with the super affordable room rates. They were so flexible about our booking dates because of the COVID-19 restrictions. They are simply the best. They have fully equiped rooms with your own fridge, bathtub, separate toilet and bath, remote controlled AC, TV, and clean beds. They are located in station 1 and it's only a 1-minute walk to the beach. They are near the place where people who want to go island hopping need to get to. Walang lumot sa dalampasigan kahit sobrang pangit pa din sa station 2 and 3 that time. I will 100% stay here again for my...

The room for 4pax is great and spacious. It has 2 bathrooms and has 2 aircon. It has its own small fridge too. Essentials such as toothbrushes, soaps, even coffee sachets and water bottles are provided. Their elevator is under maintenance when we got there, so hopefully they'll improve on that. Tho they don't have any amenities, they're really great for family or barkada trips that's looking for a...