Indila Boracay — Hotel in Malay

If you don’t want to experience headaches and extreme stress, do not ever consider this hotel.

Story time: I booked Indila through Agoda for 4 pax. Later, I had a family emergency that made my trip to the Philippines uncertain. I reached out to them to check if it was possible to cancel or rebook. They advised that rebooking within 6 months was possible and asked me for dates to check availability and confirm.

My situation changed, and I no longer needed to cancel my trip to the Philippines—meaning my trip to Boracay was all good to go. Since I no longer needed to rebook, I didn’t reply to their email. A week after arriving in the Philippines and even before arriving in Boracay, my Agoda booking was still intact, and I received no further communication from Indila.

Fast forward: My group of 4 pax arrived in Boracay and got dropped off at Indila. At first, the receptionist had a hard time locating my name in the system. After showing them my Agoda confirmation email, they said they found my booking and asked for a ₱2,000 deposit—despite it being fully paid through Agoda.

Thinking everything was fine, we headed off to lunch. While eating, they called me again and said my name was actually not in the system and reiterated the conversation I had with them weeks ago. They claimed that since I didn’t confirm my rebooking request, they removed my name from the reservation.

But why would you cancel a fully paid booking when I never confirmed any changes? Also, it was a fully paid booking

No email. No text. No notification. Nothing informing me that my fully paid reservation had been canceled.

This turned into a stressful nightmare that ruined the start of our trip. Four of us were left roaming around Boracay, begging hotels to take us in for 2 nights and 3 days. Not even a sincere apology was given by this hotel.

Other hotels, on the other hand, were incredibly helpful—calling around to check availability for us, which I truly appreciate to this day.

I complained to Agoda, and even they couldn’t get through to Indila.

The lack of communication, professionalism, and basic customer service from this hotel is appalling. If you care about your peace of mind, DO NOT book here.

Re: to indila’s response. You could have at least inform me that my rebooking has been cancelled (even when I didn’t even gave a go signal lol) in any form of text or a simple email. As I said, there were no signs its been cancelled. You said you graciously approved my rebooking but I have no recollection of any confirmation about it. Also, none of your staff recommended any hotel to me. All sounded as if they’re blaming me for not replying to your email. Secondly, why would your staff initially inform me that my booking has been found? Then take it back later. Anyways, I have moved on from this but I felt like people need to be aware that this can happen in this hotel. Nobody needs to have the same experience I did....

If you don’t want to experience headaches and extreme stress, do not ever consider this hotel.|Story time: I booked Indila through Agoda for 4 pax. Later, I had a family emergency that made my trip to the Philippines uncertain. I reached out to them to check if it was possible to cancel or rebook. They advised that rebooking within 6 months was possible and asked me for dates to check availability and confirm.|My situation changed, and I no longer needed to cancel my trip to the Philippines—meaning my trip to Boracay was all good to go. Since I no longer needed to rebook, I didn’t reply to their email. A week after arriving in the Philippines and even before arriving in Boracay, my Agoda booking was still intact, and I received no further communication from Indila.|Fast forward: My group of 4 pax arrived in Boracay and got dropped off at Indila. At first, the receptionist had a hard time locating my name in the system. After showing them my Agoda confirmation email, they said they found my booking and asked for a ₱2,000 deposit—despite it being fully paid through Agoda.|Thinking everything was fine, we headed off to lunch. While eating, they called me again and said my name was actually not in the system and reiterated the conversation I had with them weeks ago. They claimed that since I didn’t confirm my rebooking request, they removed my name from the reservation.|But why would you cancel a fully paid booking when I never confirmed any changes? Also, it was a fully paid booking|No email. No text. No notification. Nothing informing me that my fully paid reservation had been canceled.|This turned into a stressful nightmare that ruined the start of our trip. Four of us were left roaming around Boracay, begging hotels to take us in for 2 nights and 3 days. Not even a sincere apology was given by this hotel.|Other hotels, on the other hand, were incredibly helpful—calling around to check availability for us, which I truly appreciate to this day.|I complained to Agoda, and even they couldn’t get through to Indila.|The lack of communication, professionalism, and basic customer service from this hotel is appalling. If you care about your peace of mind, DO...

I and my family planned our first trip in Boracay and since I was in charge of finding a hotel, I chose Indila because of the following:||||1) its ambience!! the room's color palette is my personal fave! love the relaxing vibe. love the color contrast of its spacious bathrooms||2) perfect 5-star reviews in FB||3) they offered a discounted price when i inquired 🙏 (i was also the one in charge of payment, fyi 😆)||4) Love that they helped us to have adjacent rooms and they proactively offered extra beds (i initially booked for 7 people but my parents weren't able to come because of typhoon odette in southern leyte huhu)||5) i read somewhere that this is a family-owned hotel, so in my mind it was the perfect place for a family vacation. And it truly is!! 💕||||Their advertised pics are legit. The place is far from the crowded and busy seashore so you can expect peaceful nights. The staff are friendly. We immediately felt at home upon arrival 💕 Sad to know we won't be getting Tatay's famous dinugoan (we were craving for the dinugoan), may he rest in peace||||Overall, thumbs up for this hotel and highly recommended for family...