Kawayan Holiday Resort — Hotel in San Juan

Tldr: comments about rude staff are true and it can really ruin a vacation. They are enabled with an arrogant manager/owner so goodluck if you encountered problems! Mom's friends got discriminated against because they don't look rich enough. The only good thing about this place is the location and view! :)

First, I'm not the type of person who wastes time in giving a review but someone has to say something.

The difference between a luxury hotel vs a wannabe luxury hotel is their main asset —staff. The real one knows how to behave and interact with guests because hotels would invest into their training. My family would splurge on high end hotels locally and internationally not because of the view nor the amenities but for customer service. Especially my mom, she loves talking and connecting with people. My dad always wants the highest level of comfort as much as possible and tips really well to staff who go above and beyond. If you know, you know.

Scroll down to see the "owner's" replies to constructive criticisms. Is this the attitude you'd like to experience during a relaxing vacation? Guests are guests. You opened your doors to them willingly for revenue. Now, do your job.

My mom invited some of the family members of her late kasambahay to attempt to eat in the hotel's restaurant. These 3 ladies arrived earlier than expected and were repeatedly ignored by staff when they tried to ask the whereabouts of the restaurant or where they can wait. A male staff member even approached and told them "mahal dito". Implying they should eat elsewhere because they can't afford it. They left and messaged my mom that they were not comfortable with how the staff looked at them. My parents don't like confrontations during a vacation. In my dad's defense, they came there to relax and not to stress over the unprofessionalism of a pretentious, self proclaimed luxury hotel. They just didn't extend their stay and left for Mithi in Panglao instead with their supposedly visitors.

For context, I booked my parents here for a 2 night staycation to meet some old friends last January. My mom is a softspoken and sensitive elderly woman so I thought she was just overreacting not until a similar experience my younger sis and her friends had when they attempted to do a day tour and same experience with rude staff. Now, I get it. They have the permission of the owner to act this way.

I hope the social media catches up to your antics and humbles you...

Amazing vacation!!! There is no other way to describe it briefly. I do not understand some bad review at all and even makes me a little angry. But I will come to that later. But here are a few key points as we experienced it (March 2022, 11 nights): Peace and quiet best food ever I had in a resort in the Philippines (is even better than in many restaurants in Germany - a dear greeting to the excellent female cook) beautiful, clean, lovingly to the last detail and thoughtful single standing cottages with an open bathroom beautiful and clean infinity pool with pool bar and sunset view wonderful view insanely beautiful and healthy house reef with beautiful underwater scenery and underwater world within a sanctuary for diving and snorkeling super dive guide, who knows how to discover every little creature great selection of drinks, international as well as local SUPER NICE AND MEGA-FRIENDLY STAFF, who read your every wish from your lips. and last but not least: the owners can be considered as new friends rather than business partners - they do everything to make your stay a pleasant one. If one can give a negative point, then the following: day guests sometimes come to the resort property and then think they have the same rights for 100PHP that a hotel guest has for 5600PHP. But this is not the case. There are clear rules given upon arrival that are to be RESPECTFULLY followed in order to disturb the actual guests as little as possible. This includes, of course, NOT riding a motorcycle to the restaurant. This also includes NOT entering guests' rooms or even using the pool is only for hotel guests (the resort just isn't big enough for that either - if you want to, you can go to Coconut Grove). Some of the 100PHP "tourists" may not understand this and think they can do whatever they want. The owner does his best to protect the hotel guests from such people and this includes strict intervention in case of NOT COMPLIANCE with the RULES. Those who do not follow the rules must expect consequences and throwing out. That the owner is one or the other times then also unfriendly is only understandable. He wants to protect his hotel guests who are looking for peace and relaxation. So dear KHR, MANY MANY THANKS for an unforgettable vacation! We will be back next year and will bring friends if...

I had a lot I loved and didn't love about this place.

Firstly, the view is absolutely beautiful! The steps you can walk down to see the beautiful cliffs and clear turquoise water really were breathtaking. It's great that it has scuba diving, I think that's a nice touch. The staff were also incredibly helpful when we arrived and when we checked out as well. Every evening there was a lovely turn down service, and the mini bar was reasonably priced and well stocked. Luckily, we hired a car so the location was OK for us. But if you have no transport, I would say that staying here may be tricky.

Our outdoor bathroom and shower were a really nice touch as well!

Onto the bits I didn't love:

1. The air conditioning is subpar AND you aren't allowed to keep it on. Its takes HOURS to make a real difference to the room. But when you leave to go anywhere, people come into the room and switch the air-conditioning off if you haven't already. When you get back from the hot filipino sun, you can't even be comfortable in your own room because you have to start up the air-conditioning again. I didn't go to bed comfortable once as I was too hot. No option for a 'Do not disturb' sign, so people will be in and out of the room. My partner went back to bed and there was someone in there cleaning, who didn't leave when he came back. For how much you pay, I'd like to keep the air con on for comfort

2. As the location is quite off the main road, it is absolutely mad that you are not allowed to bring in food and drink from outside. They put this down to hygiene reasons, but it really is because they want you to eat at their restaurant. They stop serving food at 8 and there is no room service, so it's quite limiting in terms of food you can have and when you can have it! You have to travel out to eat and can't bring anything back. It doesn't make for a comfortable experience.

3. Groups of people coming in on a day pass to take pictures and selfies all over the resort meaning you can't enjoy the tranquility or the swimming pool as they gather there to take pictures on the steps that lead to the ocean.

We genuinely had no issues with the staff though, they were very nice and helpful, and clearly these are the rules they have been given to follow. But it is...