Henann Garden Resort, Boracay — Hotel in Malay

We traveled with family and friends and booked 3 deluxe rooms. I specifically chose Henann Garden because I told my family that in all my past Henann stays (this was already my 5th Henann property), I always experienced the best customer service. Sadly, I was wrong this time—and I ended up embarrassed in front of my family for recommending this resort.

From the start, service was already disappointing. Our family friend arrived early and was told the rooms weren’t ready yet, so they roamed around and were promised a text once available. When they returned at 1 PM, they waited in the lobby only to notice other guests being checked in. Upon inquiring, surprise—our rooms were already available, yet NO ONE bothered to inform us, despite seeing us waiting right there in the lobby.

When we arrived at 2 PM, I specifically requested rooms near the pool bar or Garden Café and on the ground or 2nd floor since we had a senior and a PWD with us. Instead, even with their so-called “upgrade,” they placed us on the 3rd floor with NO elevator! Imagine the inconvenience and insensitivity—how can you assign seniors and a PWD to the 3rd floor of a resort without elevators? Completely unacceptable.

I also requested a simple complimentary cake for my sister’s birthday month (an early celebration), but was denied because “it wasn’t her exact birthday.” That’s ridiculous—at Henann Crystal and Palm, we celebrated my husband’s birthday a week early and my own 2 weeks late, and both times they happily provided cakes. Henann Garden couldn’t even extend that basic courtesy.

The rooms themselves were incomplete. ALL three rooms were missing basic amenities like hotel slippers, and we had to request them separately. On top of that, the WiFi was the worst I’ve ever experienced in a resort. The signal was so weak it was practically useless—I had to rely on my own data just to work properly.

The resort environment was also unpleasant. Many foreigners were noisy, shouting at night by the pool, disturbing guests nearby—and staff never intervened. On our 3rd day, we witnessed foreigners eating FASTFOOD meals (rice, spaghetti, chicken buckets, burger steaks) right beside the pool canopy. We reported this to the pool attendant, and instead of correcting them, he said: “Tago lang po.” So we assumed it was allowed and brought in our own fast food later. But the moment we placed our food down, we were IMMEDIATELY told off that it wasn’t allowed!

When we raised the issue, we asked for their supervisor Harry. Instead of resolving the problem, he kept repeating that it “wasn’t seen by staff.” Excuse me? We already reported it to your pool attendant, and nothing was done. Whether it’s his “job” or not, he is still staff and represents the resort. CLEARLY, the staff can reprimand locals (Filipinos) but look the other way when it comes to foreigners. This is blatant unfair treatment.

Overall: • Staff are untrained, inconsistent, and show favoritism. • Facilities are NOT senior or PWD friendly (no elevators, yet they place vulnerable guests on the 3rd floor!). • Customer service is dismissive and rude. • Internet/WiFi is terrible—completely unreliable. • Zero fairness in enforcing rules.

We’ve stayed at other Henann properties before and had good experiences, but Henann Garden is by far the worst. If you value fairness, respect, decent facilities, and proper hospitality, do...

A centrally located resort with 4 pools, 2 have a shallow end suitable for supervised kids. One pool has a swim up bar. Two of the pools have direct access from the rooms, although not exclusive use to those rooms. The Garden Cafe serves breakfast buffet style, catering for Americian, Asian and local tastes. Lunch is less formal, order from the bar or direct from the Cafe, we usually ate by the pool. Dinner is also a buffet style covering a wide range of options. Wait staff are very friendly and efficient. If you have dietary concerns, speak to the staff and they look after you. Bar staff are friendly and enjoy a bit of a joke, can get busy. Sit at the bar in the pool, on the dry side of the bar, there is a upstairs sitting area above the bar with about 6 tables with chairs or you can sit by the pool. Note that the resort caters well for Korean guests and at the entrance to the resort there is a Korean BBQ grill restaurant, if you have not tried this style before give it a go, the staff will show you how to cook your food. The rooms a clean and everything works properly. Just a note for overseas guests, the power outlets are 110Vac multi socket outlets that suits two straight flat pins ( US style), 2 round pins (Asia/ Europe) and 2 angled flat pins ( Aus/NZ) in most of the rooms... except our room which only had the 2 round pin outlet. Luckily the bedside clock has 2 USB outlets on the side so charging the phones was not a problem.

At the rear of property there is a covered lane way that leads directly to the beach. If you have been to Boracay before you will be surprised how different the beach is. The water was clear and no rubbish being washed up to the beach, it made walking the beach pleasant, back up on the beach where the shops bars and restarants are the place is clean, all of the sewerage and water drains have been put underground so all up, a great improvement and a pleasant place to be. The beach stretches for a Kilometre or more each way, along there beach there are a lot of food, restaurants and bar choices as well as live music, massage, tattoo, hair braiding options. Out on the water, there are hire options for Clear bottom canoes, para sailing, yachting etc there are vendors on the beach selling the bookings. Unlike many countries we have been to if these vendors approach you and you say no thank you they will say ok and leave you alone, so be polite, like I said they do not do the hard sell and follow you about. Very friendly people and respectful. Getting around the island is easy and a great improvement is the introduction of the E Trikes, electric powered bikes that can carry 6 people comfortably, it cost us about 200 PHP each way from Station 2 up to Mamma's Fish House restarant. There are security guards at the entrance to the resort and at the beach access walkway, so people who should not be hanging about will be moved on ( politely of course). All in all we had great relaxing time at Henann Garden Resort, looking forward to a return visit...

10th year visit in Boracay! One of the best 8 days he have spent despite bad weather and few hurdles. 🖤Staff - It is their people that actually made our stay almost perfect. There are few hurdles but front desk officers made their way to cater our request. It was a huge surprise that they even gave us chocolate platter as a Welcome present. The pool /towel attendants were so attentive where in for 4 occasions Johnmark (not sure if I remember his name correctly) and the other guy run to us when he saw us trying to take selfies at the Henann water feature sign and volunteered to take our family photos instead. Joan and Analyn at the Garden Cafe gave us a surprise "Thank You For Staying With Us" pastry plate during our last breakfast. You guys are the sweetest! Thank you all for making us feel so special and VIP! 🖤Garden Cafe - Joan and Analyn at the Garden Cafe always made us feel comfortable despite how hot was it at the restaurant. Imagine how hard it was for us to enjoy your delicious breakfast whilst my 5-year old complaining from being hot and sweaty. We even celebrated my Birthday at the Dinner Buffet but that's worse, we can't bear the heat and humidity! Hence, we never went back for another dinner buffet. Henann Garden, PLEASE ENCLOSE YOUR RESTAURANT AND PROVIDE AIRCON for the comfort of your guests. We never had that issue at Hennan Regency as they have better ventilation and we enjoy sea breeze with our breakfast and dinner buffet during our last stay with them. We might consider staying with you again if you already have aircons in the resturant area. Forgot to mention how amazing your chefs was! One morning I asked one chef refilling kimbap but none of the regular kimbap was left. So I asked him if there's a chance he'll refill more as it was half past 9 already. Then he just told me to wait thinking just to check if there's more, totally forgot about it while enjoying my champorado and cheesebread but I was so amazed when he approached our table later on and served me a whole platter of kimbap!! 🖤Pool-the best! My son enjoyed them so much as it is not overly crowded. Clean, aestetically maintained and perfect for families. Ok, this is what I don't and the other guest get...Why can't we enjoy your HAPPY HOUR PROMO at the pool bar??? We can order food from the Garden Cafe but we can't have the Happy Hour Promo cocktails at the pool? That doesn't make sense! So we have to get out of the resort by 3pm to enjoy ChaCha Restaurant's Happy Hour Buy 1 get 1 beer and cocktails after swim instead! Where in fact that we can possibly soak longer in the pool and enjoy your own Happy Hour Cocktail promos if you allow us, RIGHT??? Please consider changing this rule ☺️ Every resorts have an issue but listening to your guests feedback will make ALL your guest next stay PERFECT! Nonetheless, we are BOOKED again for this coming November for a...