Henann Prime Beach Resort — Hotel in Malay

"I’ve waited six months to write this review because I wanted to reflect on my experience and provide an objective perspective. However, I noticed patterns in other reviews that seem questionable or possibly manipulated, I felt it was important to share my honest experience. Transparency and accountability are essential, especially when travelers rely heavily on reviews to make informed choices"

Start of Review: Charizze, your duty manager, promised to update the operations team about my concerns and gave me a generic email (resort.hpb@henann.com) she claimed was the GM's. However, I believe she did not fulfill that promise as I have not received even an acknowledgment of my July 12 email, nor any updates during my stay. This makes me feel that my issues weren’t properly addressed internally.

Regarding 3 serious incidents that occurred during our stay at your hotel, Henann Prime Boracay from July 9-13.

Room cleaning and pest odor issue On July 10, 2024 (early evening), we requested bug spray for our room (221) as we left for early dinner. When we returned at 1 am on July 11, 2024, the room was filled with a strong Baygon odor. Despite the cleaning, there were still mosquitoes and a cockroach alive in the room. The housekeeping did not air out the toxic spray, making the strong chemical odor not only unpleasant but also toxic and harmful to our health, making it impossible for us to sleep comfortably.

Unprofessional Handling of Late-Night Room Change by Kim (related to #1, see attachment below for images) Staff member Kim was rude and unsympathetic when handling our room change at 1 AM due to a strong Baygon smell. Her lack of empathy for this hotel-caused issue was disappointing. While other aspects of our stay were okay, this interaction significantly lowered our opinion of the hotel's service. Management should improve staff training on handling guest problems professionally.

2.1 Kim's subsequent inappropriate behavior in relation to my illness during and after your stay On a separate note days later, Kim and her partner front desk laughed when they saw me enter the lobby on July 12 around 11 PM. I didn't address it at the time as it was our last night, and I was running a fever (confirmed by your on-call nurse Denise). I had chills, a sore throat, a runny nose and a splitting headache the entire night, which made the experience even more unpleasant. I continued to have a fever and colds even after returning to Manila. I would only request she be retrained.

Theft of personal belongings On the afternoon of July 11, 2024, we left our towels, tripod, and food by the beach front chairs, only to later discover that new guests had taken them. They only returned our items after seeing me complain to both your guard and staff. We were lucky we did not leave any gadgets they could have taken. This experience was highly distressing and unacceptable for both safety and security. Both the guard and staffs failed to reprimand the guest responsible for theft.

On a positive note: The complimentary wine set up provided by Charizze was a great experience, and we are grateful for this gesture.

Note to Management: I'm not seeking a refund or making demands. My intention is to bring these issues to your attention. I recommend doing more random inspections at this Henann branch to prevent incidents like this. This is in relation to your night time staff. Please improve your nighttime staff training and kindly note the timestamps of these incidents to know who was on duty and to address these issues directly.

For a hotel chain like Henann that has both 4 / 5 star hotels and prides itself of Filipino hospitality, the experience was sub par. This was my first time experiencing such issues at a Henann Property. I look forward to seeing Henann match the standards set by Shangri-La, my preferred choice for...

I'm not sure why it got the high rate by other reviews, But I'm guessing it's because Boracay island is simply a Gem! After traveling for 2 years in all of Asia with our kids, we got so disappointed by this hotel, first not willing to move the dates of our reservation in a day, our flight was cancelled because of weather(typhoon hit the Philippines) conditions and we came a day later on a different flight, but they didn't accept our date change request even though we showed them the cancellation mail. That was a bummer, and the reception crew kept being cold about it and didn't even try to solve it for us. Let's talk about the resort itself - we slept in the beach wing(paid top dollar for it), there are no sunbeds in the pool, only 2 and most of the day are used for massage. On the other wing(need to cross the road) all the pools are not suitable for kids, not even one pool that has a proper height for them. The morning buffet was a joke, we kept asking them to refill the food, they gave numbers in the eggs station, but yet my order was given to someone else twice. Not enough sunbeds on the beach also, I count only 12 of those for the whole hotel so it's a cockfighting there to catch one. Everything needs to be asked. Cleaning is so so... one day they enter to clean our room twice even though we didn't ask, but on different days we hang the cleaning sign from 10 am, just to get them knocking to clean around 18:00 pm when we were already in the room getting the kids prepared for sleep. Food is average but really pricey for any other option we tried on the island (we stayed 3 weeks in Boracay), many other good options around. The street is not welcoming for a walk, not like some different part of the island that you can walk safely and see stores - the whole area is under construction, and the hotel itself does construction as well (which is fine, but disturbing as it smells like a construction site all day) 😏, had some cockroach issues in our bathroom. Only 3 rooms got a sea view, all the others get mold and construction site view.. well, other than that we did enjoy our stay there, and most of the staff are very kind and welcoming, but seems also that some don't really want to be there ☹️ sorry Henann, I probably won't come back.. even though I got my refund from Booking.com for the whole experience it was really a Hussle to fight with them and I gladly take any other hotel in station 3, you cant walk out of the hotel to see anything. We moved to Astoria Current which is much cheaper and located in station 3, best decision we made.. the beach is full of life, and got a vivid boardwalk with endless stores, souvenirs shops, restaurants, bars.. just choose station 2 or 3, in station 1 you only get the enjoying hawkers bordering you.. its mainly a construction Zone.. another thing that I think worth to mention, the whole hotel is full in warning ⚠️ sign and fine signs, and you get a feeling that if you as a poor customer Doesn't match their expectations you will get fined.. towel card- 950 php for lost card.. extra kid in the room, 700phpbper night even that we twll them the kid using our won bed and nothing else is required from them.. 5 might was...

Excellent resort for those not wanting it too quiet & expensive at station 0 but not wanting it too loud & festive at station 2 & 3.

I stayed here recently with my friends & this was one of my best experiences at a resort.

From the moment we took the shuttle from the airport to the shuttle back it was an excellent experience. Speaking more of the shuttle, it didn't take too long to get from the airport to the resort. I'd say an hour at most. They have an excellent system where they tag your bags to keep track of them on your journey as they do travel on the same shuttle as you but you don't have to carry them, the staff take care of it all. Do yourself a favor & just book the shuttle through them to get to the resort. It was about $30 roundtrip.

The resort itself is divided into 2 buildings across from each other on the main street. One side is the beach side & has a an open wall to it which is very nice especially during the buffet breakfast which is also there. It also has a narrow corridor of rooms with the pool access. The other side is the lobby along with the main rooms & different floors with multiple pools. It has a convenient small shop if you need any supplies or some snacks. It's not a massive resort but it doesn't have to be.

For the amenities, everything I expect from a resort we got from a resort. First off, the room service. It was quick & fast along with all food & drinks being delicious. If you're a westerner you might find yourself ordering a lot as we did as it didn't cost as much compared to back home. Next, massages which last for about 30-45 minutes. I personally didn't get one but my friends did multiple times as again if you're a westerner this was pretty inexpensive. Third, I did the laundry service & had my pants & barong steamed & press. They charge by the piece but it wasn't as expensive. For both laundry & steam/press, they take your cloths & deliver it back the next day by the afternoon. I had no issues using them & it was convenient. Next, you can also get your hair braided too. I didn't do it but a lot of my friends did & it was very cool amenity they offer.

Finally the friendliness of the staff. I felt as if we were related as they were so polite & kind. From the hotel lobby staff, to the store worker, to the breakfast staff, to the room service staff, to the door openers, to the towel service staff, & the beach staff, everyone was comforting & nice. There was an instance as I'm Fil-am & wasn't born & raised in the Philippines but I was wearing a barong with friends. When the staff saw us in them they applauded us. It was very nice of them to do that & I appreciated it. The care the staff was truly was on display.

I'd love to try other resorts if I return to Boracay but Henan Prime Beach Resort makes that difficult to do. I'd absolutely book here again & you...