Henann Park Resort, Boracay — Hotel in Malay

Dear Sir/Madam:

Greetings!

I am writing to express my disappointment and dissatisfaction with the numerous issues we encountered at Hennan Park Boracay. We are a group of 6, occupying 3 rooms from March 4 to March 6. Upon check-in, I requested a roll-away bed for room 632, which was assigned to three ladies, and was charged Php2,464 via debit card. However, upon entering the room 632, we realized that there was insufficient space for the roll-away bed. Consequently, we decided to share the queen-sized bed among two of us and the single bed among one.

As we don’t need the roll away bed anymore, I immediately instructed the bell desk who helped us with our luggages to inform the front desk that we will no longer need the roll away.

As soon as I placed my luggage in the room, I went straight to the front desk to request for a refund. I had spoken to Mattie, who took charge of my payment of the roll away to refund me the money I paid for the roll away. He said “it’s non refundable” which was never mentioned to me beforehand. I asked for consideration since it was just a span of 12 minutes and the bed hasn’t even been rolled to our room yet.

This front desk guy Mattie offered to upgrade us instead to what they call premier room. After much negotiation on how to make the best for my money, I agreed to transfer us three rooms occupants from the 6th floor down to the 2nd floor with a view of the swimming pool. We weren’t happy assigned Rooms 226, 227 and 228.

We weren’t happy with the rooms as it looks smaller and no other premier looking advantage.

Here are the issues encountered in Room 226:

1. Towels and toiletries were not enough for 3 guests

2. The shower room was flooded, it didn’t drain the water after we showered.

3. when we called for help from housekeeping, the guy who fixed the drainage stepped on our bathroom and left with dirty shoe-markings on the floor. I cleaned after him.

4. TGE WORST PART: there was a bad stinking smell emanating from the room that we smelled overnight. The next morning we found it coming from the chair in the room. It smelled like someone had urinated on it. I called front desk and reported it, but immediately took out the chair by the corridor outside our room. The housekeeping guy Paquito came. I told him go smell it, and he confirmed it was indeed urine.

5. We weren’t able to rest in the afternoon after our island hopping because of the noise coming from the guests in the swimming pool playing ball, or just screaming out their fun and excitement. Yes we are on vacation, but we deserve to rest too.

6. the shower room on Rm 226 has become flooded again after all 3 of us used it. Called for help and was fixed.

These have gotten to be so frustrating and disgusting. So I decided to go speak to the front desk and demanded a full refund of my money paid for the roll away, that was never delivered nor used in our room.

The front desk hasn’t been much help.

May I please request for you to please refund me the amount of php2,464 which I strongly believe I deserve to be paid back.

I used my Debit card. I could give you my card information.

I will appreciate a favorable and immediate response from you.

Respectfully...

We booked two rooms in Hennan Park resort for 7 days, hotel is good, staff were nice and helpful, one of my meal has hair on it, their team lead apologized of what had happened to my food. On our last night around midnight my husband called the front desk due to loud noise ( someone was banging on the wall few rooms away from us). Around 0330 in the morning we were awaken by a loud bang on our door, someone’s ringing our door bell and he was yelling open the door. I called the front desk before the security arrived there’s two more incidents of banging our door and ringing the doorbell which i managed to record the incident. It was scary, my heart was raising, I was shaking and my hands were cold and clammy, the security guard said they did not find anybody, I asked the front desk to review the CCTV because that incident was not acceptable, if I have a pre existing cardiovascular disease that incident will give me a heart attack, in the morning Andrea at the front desk said when they reviewed the CCTV it was a Korean national was seen 3 times banging our door and running away. It makes sense when i heard him said “ open the door” I can tell the accent he was a Korean and the CCTV confirmed it, I don't know what is the motive behind the Korean action, was he trying to scared us?, rob us if we open the door or he is a low class desperate vlogger who prank people to gain views and hoping to make money on somebody’s expense??? I felt unsafe, scared, distressed and was not able to enjoy my holiday. Andrea at the front desk said looks like the Korean was lost, are you kidding me? a lost person will not bang your door, ring the call bell and yell open the door then run away and few minutes come back and do it again….then checked out at 5am in the morning. That was the action of an intrusive psychologically unstable Korean who visit Philippines to torment the other tourist. I don't know Andreas position in the hotel but she said she will report that Korean tourist to his travel agency, will I take her word for that, not sure? 🤔. Was it worth going to Boracay? With the amount of money we spent and the hotel experience. I don’t think I will come back again, it was a wasted money and holiday, I will go back to Palawan instead, more relaxing, white beaches, more tourist spot to visit, and also lots of nice hotels. Boracay is very crowded especially in station 2, you turned around every corner there is camera pointing to your face, people taking videos or picture, no privacy at all, if you don't like social media or seeing yourself in somebody's tube channel the next day ( which happened to me) by all means...

Tl;dr: Rooms were okay, but disorganized and overall lackluster service. Don’t recommend.

Was only given refill for one person’s coffee between having paid for three people with the buffet. Was too tired to even argue about it, because it’s not even something that should need arguing about.

Explicitly asked for a quiet room during booking and at check-in, given a street-facing room which had lots of street noise, then had to repack and was finally able to transfer after repeatedly insisting for a quieter room.

Had to repeatedly inquire for services such as dishes being picked up by room service, or having to be insistent to get new towels and instant coffee for the room as they seem to forget (and you’re only given three, even if you’re staying for an entire week).

The kitchen and all other amenities close fairly early (9:30 for room service/kitchen, which is the late start anything is open). Food from outside is not allowed, so if you stay up late, are a diabetic who made need to eat something, or have kids, you’ll have to go out or order well before the kitchen close time. And during breakfast, you will have to keep on top of asking for food items to be refilled (then wait for them to be prepared), as the kitchen staff seems to either be undertrained or poorly managed (having spent almost a decade in the food industry, this kind of stuff wouldn’t fly in even the dingiest places I’ve ran or worked line on).

The wait staff generally isn’t paying attention to the different seating areas, and will operate in little packs of two or three, following each other around, and only paying attention to single tables at a time, even if they’re just seating people (or you’ll see them hanging out in a corner, not watching the dining area).

There is a charge for gym use, so you’re honestly better off going out and using a different gym if you thought you would exercise. Or just go to a more inclusive hotel.

The pool water is overly chlorinated. As someone who generally swims underwater with eyes open in fresh, salt, and pool water, it is particularly harsh and will also affect those with eczema. Pool closes by 8pm.

Air conditioner in room drips condensation.

Also specifically asked whether an item came with a specific side, was told that it did, verified that it did, ordered it, it did NOT have the side, and was just offered a shrug with no solution, so had to send the food back and wait for what I had ordered initially, but only as a side, since it doesn’t actually come with any of the meals.

Edited rating and dropped to one star,...