Henann Lagoon Resort, Boracay — Hotel in Malay

We booked two separate rooms with transportation from the airport to the hotel. The transportation was acceptable, though not comparable to other 5-star hotels in Boracay. Upon arrival at the airport, you need to go directly to their stall outside; no one will wait for you at the gate. You’ll need to ask for instructions and receive stickers for you and your items. Be prepared to share the transportation with other guests, as it isn’t exclusive.

The rooms were clean, but it was odd that we only had one toothbrush, despite knowing there were two people in the room. Additionally, no hotel slippers were provided.

One significant issue is that the hotel doesn’t have a manager. We weren’t informed about several things that we believe should be addressed, especially considering their "LUXURY" branding. They place notes in your room, but there is no proper onboarding before checking in. Here’s what we wish we had been informed about:

• Since the hotel isn’t beachfront, guests can use the beachfront chairs at Henann Regency (about a 1km walk from Henann Lagoon). However, you need a towel or pool card to use the chairs 😂 Despite having our keycard, hotel email details, and valid ID, this wasn’t enough. Thanks to the beachfront supervisor (Kuya Ray) for assisting us despite the confusing system.

• During breakfast, we were told we couldn’t enter because we were wearing slippers. We weren’t informed of this policy, and it wasted 30 minutes since our hotel is in a different building. We’ve also seen others wearing slippers especially foreigners.

• Staff appeared more polite to foreigners than to local guests. For example, two staff members were assisting one table of foreigners during breakfast, while not acknowledging other guests.

• We found food floating in the pool.

• There was a lack of coordination among staff. We had booked a massage for five people for 8 pm, but no one arrived by 8:05 pm. After calling the reception, we were asked who made the booking, and we ended up waiting longer.

• Massage pricing was not transparent. The reception quoted ₱400 for poolside and ₱700 for an in-room massage, with an additional ₱100 charge after 10 pm. When the therapists arrived, they charged extra for medium or hard pressure. Despite this, we were satisfied with the therapists and tipped them generously, knowing they receive only a fraction of the payment.

• At checkout, the reception staff was looking for another key card from my friends (who checked in from a different room) despite only being given two key cards per room at check-in.

I would rate this stay 2 stars. The room was clean, and the night shift receptionist did keep my found item safe until I retrieved it. I hope this feedback helps Henann Lagoon improve. Not all guests can overlook these issues, and I hope future guests have a better experience, as we all just aim to relax during...

So other than foreigners not being cleanly…which is absolutely astonishing considering the pandemic was just a few years ago…

Not washing hands when they use the restroom many times…coughing and sneezing all over everything at the breakfast buffet and using their dirty glasses to refill their drinks at the buffet…literally mind blowing…

As an American i would make a few suggestions since i travel to many countries…

The Resort should heavily implement using sanitizer before people use the buffet and staff should only refill glasses…also i noticed staff don’t wash hands between collecting dirty dishes and sometimes refilling peoples drinks as well as giving new sets of cutlery on the tables…THIS IS HOW GERMS and BACTERIA 🦠 are spread…

Mexico and Columbia are far better at cleanliness…

Also there was an incident at one of the pools again a foreigner who clearly can’t read English…where it states to get in the pool to only wear a bathing suit he took his shorts off to get into the pool in his underwear I can’t make this up…i mentioned something to the young man working the pool and he said I was correct but didn’t do anything…so management needs to be at the pools…also again noticed at the pools many foreigners spitting and blowing their noses in the pools…again it states it on the signage they have…and nothing being reinforced…its common sense but most people lack this…due to that is why i have given the rating so low…because lack of management…

Also a few times I have had to clean my own floor in our room due to the ac in the unit making dirty water spots…and it was left 2 days in a row I cleaned myself…

We did do room service once only for things to be slightly cold…and cheese definitely cold…

They do try and clean pools throughout the day but the pools themselves are again gross due to the people who swim in them just being nasty…the resort really needs to clean these pools daily with a pool vacuum…

Also most of their furniture that u sit on is coming apart and extremely uncomfortable…they need to replace these…

Also if you do messages u only have 2 options by noisy pool or in your room…they do not have a space or message tables…again not the same and due to that seems to overcharging…if u go off property more reasonable…

The beach is a little bit of a distance…not too bad if u dont mind walking…

Next time I will op for the Fairways & Bluewater that was my first choice however they were located pretty far away from everything…i choose this because of where it was located close to everything…

One of the staff has really stuck out during this trip…Philip he is absolutely awesome and very attentive and has made the hiccups that much better…this resort is lucky to have a hard...

Honest Review of Our Stay at Henann Lagoon Resort (April 30, 2025 - March 4, 2025)We stayed at Henann Lagoon Resort from April 30, 2025 - March 4, 2025 and overall, we had a pleasant experience. Upon arrival, our first impression was very positive—considering the reasonable price, the resort looked impressive and well-maintained. We booked a room with pool access, which added a relaxing touch to our stay. The room was clean, the sheets were fresh, and everything we needed was provided.Our first room service order went smoothly. However, during our second order later that evening—which was supposed to be our dinner—we encountered an issue. While we were having a massage by the pool, the food we ordered was served and set up on our balcony, as requested. After our massage, we found one of the dishes (Chicken Inasal) on the floor with bite marks. We immediately called room service to report what happened.Hotel personnel arrived shortly after and explained that there was no CCTV coverage of our balcony area, so they couldn’t confirm what had occurred. They said it was beyond their control. While we understood the limitation, I emphasized that once food is served to a guest, its safety and proper handling are still the hotel’s responsibility—especially in open-air setups. I suggested that food delivered to balconies or pool-access rooms should be properly covered to avoid incidents like this.I told them I wasn’t asking for a replacement meal, but I hoped this would lead to better SOPs moving forward. A few minutes later, a staff member offered complimentary food as an apology, which we politely declined.That same night, I noticed a few stray cats in the area and even took photos. I figured they were likely the ones responsible for the food incident—they were probably just hungry. As a fur parent myself, I dont want ti make a big deal out if it anymore.The following morning, during breakfast, the hotel’s Head of Operations, Arie, approached us to apologize personally and explain the situation. I appreciated the gesture and showed him the photos. They sent a complimentary fruit platter to our room, which was a thoughtful touch.We also experienced weak internet connection due to the room being located at the far end of the resort. Thankfully, the staff provided a mesh Wi-Fi extender, and our connection improved significantly.All in all, the experience was still good. The hotel staff were professional and quick to address any concerns. Special mention to Arie for being hands-on and ensuring guests feel heard and valued. Problems may occur anywhere, but Henann Lagoon Resort’s strength clearly lies in the quality of its people and their service recovery. We will...