I stayed at Estacio Uno (formally Waling Waling) for 4 nights as part of a large group who were on Boracay to attend a wedding.
When my boyfriend and I arrived at the hotel, the front desk agent, Angel, was very cold and unwelcoming. She greeted us with a grimace, and gave us the key (yes, only one key is available) to our room. After traveling for 7 hours, all we wanted to do was shower and relax. When we reached our room, the air conditioning didn't work. We also quickly realized that the room we were given was not the Deluxe room we reserved and paid in full. When we came back to the front desk to call out that Angel gave us the wrong room, Angel mentioned that they had mistakenly given our room to another guest. We asked for a refund, to which Angel mentioned was "impossible". After several calls to her manager, Angel offered us 2 complimentary massages, a standard room for the night, and a transfer to the correct room the next day.
My bf decided he did not want his complimentary massage, so I decided to convert his credit to a mani-pedi (they're the same price). I set-up my massage appointment, asked the front desk if I could have the mani-pedi instead of the second massage, to which the front desk staff agreed. Angel was also present, as she noted that I was offered the complimentary services. When my mani-pedi was done, the technician asked for payment. When I mentioned that it was complimentary, and Angel and the front desk staff provided this. Angel then approached me to tell me that I had to pay! After 10 min of arguing with her, and reminding her that I was offered the complimentary services because I could not receive a refund for their screw-up over the first night, she backed down. What TERRIBLE service!!!
The standard room is ok. A bit cramped for 2 people. The bwthroom does not have a door. The Superior room is well worth the extra money for the larger space, updated bathroom, and balcony. The toilet/shower area are behind glass that is not opaque, and felt awkward to use when there are other people in the room.
There are some good things to say about the hotel:
The location is great! It's walking distance to all the craziness along White Sands Beach, but far enough that you can't hear the noise.
The lobby, dining area, pool, and cabana are gorgeous!
The breakfast buffet included with our stay was delicious.
The dining staff was very nice and helpful.
WI-FI was available in our room, though very weak.
I will likely not stay at Estacio Uno on my next stay on Boracay, based on the negative interaction I had with Angel. She needs to be fired or re-trained on proper guest service!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.