This review is written calmly, but with full responsibility.
I had a paid reservation at Henann Resort Alona Beach. Due to force majeure (typhoon and ferry suspension), I followed the hotel’s own written instructions and arrived at the property expecting a reasonable solution.
Instead, I was refused check-in at the front desk and left in the lobby with no confirmed accommodation, close to midnight.
What made this experience unacceptable was not only the operational failure, but the behavior of the front desk management:
The front desk manager and staff were uncoordinated with the reservation team.
While I was standing at the counter, staff spoke in Filipino and made disparaging remarks, assuming I could not understand.
This is deeply disrespectful, unprofessional, and completely inconsistent with the standards of an international resort.
I was not aggressive. I was not unreasonable.
I was a paying guest asking for clarity and execution of what your own hotel had already communicated by email.
Being told to “book another hotel yourself” at midnight, after traveling and paying in full, is not hospitality.
Allowing staff to mock or insult guests in the local language is not a “miscommunication” — it is a management failure.
Henann positions itself as a premium brand.
What I experienced at Henann Alona Beach was system breakdown + poor leadership at the front desk level.
I am writing this review so that headquarters and senior management are aware:
This is not about policy.
This is about how guests are treated when problems arise.
Very disappointing.😞😞😞😞😞😞😞😞😞😞😞
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