Henann Palm Beach Resort, Boracay — Hotel in Malay

This stay was rather disappointing and I have tried to give the hotel opportunity to address it, however, I have yet to receive any contact. Although long, please read to understand the service levels at this location. ||My partner and I stayed in Henann in Bohol previously, and had to most incredible experience, so it was a no brainer that we had to stay at a Henann Resort on our Boracay Trip. We selected Palm Beach despite being slightly out of our budget because the rooms looked nice and the reviews were great! However, our experience was nothing like those reviews. ||Prior to our trip I had reached out to the reservations team through email to ensure our booking had been confirmed (we booked through Luxury Escapes), and to organise transfer from Caticlan airport. The journey from Caticlan to Boracay Island can be complicated if organised individually so I wanted to organise directly with the resort, even if the cost was a bit higher. However, this seemed to be much more difficult than anticipated due to the poor communication by the Henann Palm team. I spoke with two representatives in the chain of communication, and information was being missed, generic responses not relevant to the conversation were provided, and then from Aug 16th-Oct 7th I received no response to my multiple emails. I had to contact the Manila team to simply receive a response. |To then receive an email from your team stating that they had already added the transfer charge to my Check-in - as I had requested initially and had been declined by a staff member as they "could not do that" - this set up a very poor expectation of the quality of service we would receive in our stay. I regret not seeing the red flags here and booking elsewhere. ||When we arrived to the hotel our check-in experience met our very poor expectations with our front desk attendant being more interested in the conversation happening between their colleague and other guests they were checking in, than with us. They did not say anything beyond the necessary "name, passport, I need your card for this, I need to take payment for this". There was no conversation. I had requested a quiet room on a high floor, with a nice view if possible (understanding obviously that this is entirely subject to availability etc.). However, they did not even mention whether this request could be met, leaving me to think she did not read the notes at all. Our anniversary was also not mentioned, despite knowing this was added to our notes due to housekeeping leaving a card and heart for us in our room saying "happy anniversary". There was also no apology made for the poor communication before our arrival, or even an acknowledgement of this. Nothing. We did not feel any hospitality or effort from the hotel to try and change our already negative experience. ||This carried throughout the stay in all outlets.||The restaurant was always busy, yet 5-6 employees would stand at the host desk and just pass us off to each other until the first person we spoke to eventually took us to a table. Why do I need to talk to at least 4 staff members to get a seat even at the quiet periods of the day?|The sky pool was a bit cold but enjoyable. However we had to constantly wait to receive towels/return them as staff were not at the desk.|After paying for mediocre food at the dinner BBQ buffet, we figured out very quickly that we will enjoy our included breakfast each morning and dine elsewhere for all other meals. ||A small note for the breakfast buffet - beyond again receiving very poor service from multiple staff - was that the food was constantly empty. I tried to get fruit 3 times within one hour and the plates were not refilled. This happened every day with multiple items. I understand it was busy, but there were so many staff standing around behind the host desk just talking to one another whilst we waited for service. ||The spa/massage services were also astounding, especially when compared to other nearby resorts. The only two options being in the room or next to the pool (where everyone can watch you), and all messages being one hour, is very odd. We decided to just go to other resorts and enjoy their spas because this was very uncomfortable, especially since the pool is always busy and the prices were relatively high. Why is there no spa in such a large resort, or no variety in the massage options?||We were however impressed by the housekeeping team. |Our room had multiple issues:|- The airconditioner was dripping water in the middle of the walkway - a slip hazard - which they came to assist very quickly twice to avoid us having to change rooms because I did not want to deal with the reception team again. | - The sinks in the bathroom kept getting stuck and not able to drain the water. Which they came and assisted with, again, very rapidly. |- Our "make up room" button outside our room did not light up as it should, so they missed our cleaning on the first day. We contacted reception and within 30 minutes housekeeping came and did a fantastic clean for us. Each day after that if they saw us in the hallway they would greet us politely and ask if we would like our room cleaned now or later. This was very fantastic on their behalf and when combined with their friendly hellos every time we saw them, and the anniversary note on arrival, was the service standard we expect for a 4 star resort in such a location. Fantastic job to their team. ||Another key detail I would like to note is the false advertising on Luxury Escapes that should be addressed. It was noted that the room we booked was fitted with a Smart TV, a big factor in why we chose this location from others. However, the TV was not a Smart TV, rather just Cable TV. Although a small factor that we would have dismissed on a great stay, this was the cherry on top for us as we could not relax properly in the room on rainy days. ||I have highlighted my concerns in email to the same address I originally conversed with (the only email provided on their website FYI), so I know it is not an unmonitored inbox, and despite sending a follow up aswell, I have not received any response. ||What a disappointment for a well...

We're glad we chose Henann Palm as our home for 5 days during our first visit to Boracay. The hotel's staff members were very corteous and polite. Whenever we pass by halls, pools, or whichever place in the hotel, we were greeted with smiles. The staff members were also very prompt whenever we call regarding our inquiries.

Special thanks to Ms. Ella for always asking me if I want Hot Choco whenever she sees me during breakfast. Sir Hench was also always offering coffee to us. Ms. Jhe-Ann, Sir Jeffrey, and Ms. Gerlie well attended to us every breakfast time. :) They also greeted me on my birthday :) Note that you should inform the staff and show your ID to them so you can get your free birthday cake :)

Sir Melvin, who's at the pool area, always offered us towels and mats whenever he sees us. He's very friendly. Along with Ms. Maritel who did my hairbraid on my birthday. :)

Sir Ed was also the first staff member who helped us when we arrived at the hotel and also took the first pictures of our family upon arrival at Boracay. He made sure that our luggage was safe while we went onto another place, as we cannot check in yet when we arrived. Sir Ronald was also very accommodating in taking our pictures and carrying our luggage up until at Henann's Welcome Center.

Speaking of Henann's Welcome Center, if you have extra budget, it would be helpful to book their transfer service for a less hassle experience. This is especially helpful if you have kids or seniors with you. Henann has their own center where you will not wait for more than 5 minutes and you can ride their boat going to the other port.

Also, special thanks to Sir JM at the reception area who was very helpful when we were checking in and out. I requested for a room with a nice pool view and he did not disappoint. :)

As you can see, I've remembered most of the staff members who were very helpful and polite to us during our stay. I know, it's their job to be that nice, but I really felt that they are genuinely connecting to us and that's something we appreciate. :)

The good encounters we had with the staff members makes me want to consider Henann Palm again the next time we go back to Boracay. :)

Breakfast buffet was really good and there were lots of choices. Sad that bacon and chocolate champorado is not offered everyday, but still, there are a lot of other food options to choose from. Maybe consider adding "taho" to the menu?

Room was always cleaned. Bed sheets, pillows, and blankets were always changed upon request. We were always given fresh towels everyday. The stay in the room was very comfortable. It looked and felt clean. The space was just right for our family. And my dad really loved the view from the veranda. Housekeeping was very attentive whenever we call. There was a time that we requested for the complimentary tea/coffee set in the middle of the night, yet, they did not hesitate to give it to us right away.

The last day (March 9, around 6 or 7pm), I tried the bathtub but not sure how to use it. The team leader of the housekeeping staff himself attended to us and was patient enough with us and waited for the bubbles to appear haha so kudos! (Sorry I forgot his name)

The pools were also clean. I really loved the pool bar. I ordered Henann Isle (if I'm not mistaken, one of Henann's specialty drinks) and it really tasted good. The alcohol kick is just right for me. Another cool part of the hotel was the sky pool. I liked that the area has continuous music playing while you take in the beach views above. Beach views were stunning plus, you can also get a glimpse of sunset from there. I also appreciate that you can have body massage by the pook area. :)

One thing that I can suggest though is maybe you can try to offer more affordable options in the menu. Also, maybe you can consider setting up like mini gifts for the hotel guests at the room (I know you have to pay something for this, but maybe you can consider a few free gifts?) Also, if you can consider early check ins, that would be great.

Overall, we were really satisfied...

Date: 23 - 27 Dec 2024 Nights: 4

One of the best hotels we had stayed at so far, we really enjoyed our time in this hotel. Even though it is a very big hotel and super busy during Christmas time, everything was well organized and we really enjoyed our stay here.

Located in Station 2, the station with more vibe on the island.

Services / team: The service was exceptional, consistently going above and beyond to make us feel welcome. Especially in key area like the the reception, restaurant, bar, and the beach. Additionally, the team at the beach worked very hard to have always beds available for guests. 10/10!

Check-in process: Very busy as we stayed over Xmas days. It was a bit stressful as we arrived before the check-in time and we had to wait a few hours. However, the team made the process as smooth as they could.

Rooms: The room was fantastic—spacious, impeccably clean, and modern. The air conditioning worked perfectly, and despite having a balcony overlooking the pool, it remained surprisingly quiet. We were able to sleep soundly, even with music and guests enjoying the pool late into the night. Overall, the room truly exceeded our expectations. Bed: The quality of the bed, pillows, and bedding was exceptional Bathroom: The bathroom is well-designed, featuring a good-sized tub and a separate shower area with an excellent water pressure. Additionally, it has an extractor, which is a feature we haven't encountered in other hotels.

Internet connection: The connection was strong in all areas of the hotel, including the beach, where we were pleasantly surprised to find reliable access as well.

Views: We stayed in a room on the third floor that offered a fantastic view of both the bar and the second pool, as well as a stunning glimpse of the ocean.

Cleanliness: The entire hotel is impeccably clean and well-maintained. The staff consistently ensure that the pool, restaurant, bar, and, of course, the rooms are always tidy and in excellent condition. We appreciated the daily room service, which was provided around 9 a.m. or even earlier.

Breakfast: The restaurant has a great range of choices, including fresh fruit, a pancake and eggs station, and good seating service. It's spacious and often busy. While the variety is impressive, it could be even better with a yogurt station and fresh juice options.

Restaurant/ Bar: There is an excellent variety of international dishes, as well as a fantastic selection of local cuisine. We thoroughly enjoyed the food here and found the quality to be on par with, if not better than, other restaurants in Stations 1 and 2. Without a doubt, this restaurant offers exceptional quality at a great price.

The team in the bar are fantastic and always on time with towels, drinks, or food.

Highlights: This hotel truly exceeded our expectations. One of the standout features is the comfortable rooms, complemented by excellent service and a prime location in the vibrant area of Station 2.

Quality vs price: The quality standards are exceptionally high, and we find the prices to be quite reasonable given the level of quality we received.

Pool: The hotel features two beautifully maintained pools at its center, which are often bustling with guests. Additionally, guests can enjoy massage services available on the poolside beds, providing an excellent opportunity for relaxation.

Others: The transportation services from the airport are exceptional, priced at approximately 2,500 pesos per person for a round trip. While it may seem a bit expensive, the experience is truly worthwhile. They offer a private boat and van that take you directly from the the airport to the hotel door to door. The entire journey takes around 40 to 50 minutes, depending on the number of guests and any stops at other hotels along the way.

Rate: We absolutely loved this hotel; it far exceeded our expectations. We will definitely return for a stay, likely for more than three weeks, as we were thoroughly impressed. We highly recommend it!...