I wasn't sure what to expect. We went with friends to celebrate New Years and their renewal of vows. Our friend had been to this resort a few times and raved about it. First two nights we were in the junior suite and it was the best part of the stay. We had a welcome fruit basket brought to our room. Free wifi, though it was super slow...except near the bathroom. We had to switch out to a swim up room for the remainder of the trip. It was ok. You can totally feel the downgrade.
The service was...aside from Izzy at the front desk, and the events planner, terrible. Slow everywhere we went. And I felt so nickeled and dimed, I was getting annoyed.
New Year's Eve was a complete disaster. The potential for a storm wasn't well thought out. There was no back up plan. We had a table outside of the tent, by the stage and pretty much felt as though we had to fend for ourselves and there were 8 of us plus a baby. All of a sudden the waitstaff just disappeared. We took two empty tables under the tent and I felt bad for the surrounding tables because we overtook their space. The food at this point was dismal. The meat stations had to be shut down. The sushi cart was moved to be closer under one of the tents....but it was moved to a spot where they were trying to connect two separate tents and it was soaking wet it looked disgusting. Because of where we ended up sitting, underneath the two tents, when it was pouring out, we had to sit under umbrellas, under the tents. Imagine trying to eat while holding an umbrella.
When I tried to call to complain about that evening and heard that people were getting either bottles of wine or free wifi, I ended the first call getting nothing but anguish. The person said that the most they could offer us was free breakfast....which was already included in our package. She ended the call with what seemed like a smile, which infuriated me more. We travelled all the way from Canada, which took us over 40 hours of planes, boats, and whatever else, and she wasn't willing to satisfy a disgruntled customer. I called back, demanding to speak to someone that I can file a complaint with, and was directed to izzy, at the front desk. She wanted to know what was wrong and I didn't have to say much, all we wanted was free wifi, and we managed to get it without further issues. She explained that I was speaking to the wrong person before and I asked why this person couldn't just direct me to the right person instead of frustrate me?
The vow renewal went without a hitch, and was a perfect evening. Because of the NYE disaster, the event planner (name slipped from memory), more than made up for it, making our friends day more special.
Service at the restaurants was ok. Christina's was terrible. We went for breakfast a couple of times and the last day, I had to walk up to a waiter and ask him if they would take our order as we had been waiting for 25 min. I get that the food is included in our package, but we wasted so much time just trying to eat breakfast! We decided to go there for our last night. It was the fine dining spot. It was just my boyfriend and I. Since we had to pay, I thought that maybe the service would be better. Nope. A table of four was seated a good 15 minutes after us, and while we waited for them to take our order, we watched this table get their drinks ordered first, and when their food order was taken before ours, I think our waiter heard me say how terrible the service is, and if they don't take our order in the next 2 minutes, we are leaving, even though we were starving, he promptly turned from that table that came after us and took our order. When I went to tell the front desk this at checkout, I didn't have to finish what I was saying about the slow service. She already knew, and with a smile, that I felt was condescending, she said that it was slow because its fine dining, so she believes that service should be slow. My boyfriend proceeded to get into more details of our frustration and still greeted with the same smile, but added she would take that up with the manager.
The beachfront is nice, which they would do without the tent. The water was full if seaweed.
Would I return to the Regency? Doubt it. Would I return to Boracay? We are just wrapping up the last leg of our Trip through Asia...and truthfully, after being where I have just been, I think Boracay is the last on my list.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to post a balanced review. We sincerely apologize for the untoward incidents that you have experienced with us. We have already planned out in extending the tents for next year's celebration. As for the breakfast incident in Christina's, you came at a time that it was on its full capacity and guests had poured in all at the same time as well. Nonetheless, we will definitely retrain our staff in dealing with this kind of occurrence. Lastly, Algae have been a yearly happening eversince the time of our grandparents and it was even thicker.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.