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“NYE Shang Boracay” 2 of 5 bubbles
Review of Shangri-La's Boracay Resort & Spa

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Shangri-La's Boracay Resort & Spa
Ranked #5 of 150 Hotels in Boracay
Certificate of Excellence
Manila, Philippines
1 review
common_n_hotel_reviews_1bd8 6 helpful votes
“NYE Shang Boracay”
2 of 5 bubbles Reviewed January 3, 2014

We paid a large sum in March 2014 to have the Villa on the beach as well as rooms for 25 guests from overseas, and were not given the Villa because another guest had checked in before we did. We were told over the phone that the Villa on the beach would be given to us, but upon arrival, we were greeted by the Villa Manager who was defensive in his response to our concern, saying that "Reservations does not guarantee any particular Villas" when in fact over the phone the reservations agent said that we would have the Villa by the beach.

I also work in hospitality and the best response generally should be along the lines of "I apologise for the confusion, there isn't much I can do now, however I will try to make up for this by....." This was not the response we got from the Villa Manager. This was the second time we've been to Shangrila Boracay, because the first time we had an amazing experience. We only had to speak to one person and that was our Butler. This time we had to speak to 5 different people about different things and they didn't give us the Villa we originally booked and paid for.

  • Stayed December 2013, traveled with family
    • 1 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Review collected in partnership with shangri-la.com

Helpful?
6 Thank aussiemanila
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amit O, General Manager at Shangri-La's Boracay Resort & Spa, responded to this review, January 6, 2014
Dear Aussiemanila, thank you for sharing your valuable feedback. We sincerely apologize for the inconvenience you have experienced. While we do not confirm villa numbers we do ensure guests stay in villas of their choice by offering options. I would like to discuss this further with you through email. You may contact me directly at amit.oberoi@shangri-la.com. I look forward to hearing from you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
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Singapore, Singapore
Level Contributor
17 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
5 of 5 bubbles Reviewed January 2, 2014

My husband and I stayed at the Shangri-La with our 3 daughters (aged 4, 6 & 8) for the week before Christmas. We had a lovely stay. We were in a family suite and found it comfortable. We honestly were not in it very much as we spent our time enjoying the resort. The staff are truly friendly and helpful. The waiters and guys working around the pool/beach were so accommodating and hard-working. The pool is lovely and we didn't have any trouble getting chairs whenever we went down, but I can see how it might be difficult when the hotel is full. We enjoyed both beaches. Our daughters enjoyed snorkeling and looking at the fish and coral. They had fun in the sand, and we had nice walks along it as well. We rented a kayak for an hour and my family enjoyed that. Quite honestly, I think that non-motorized leisure equipment should be available at no charge at the Shangri-La. I can't say enough about the lovely people working in the Kids' Club. We had trouble getting our girls to leave! They enjoyed the activities and the slides. It was a nice reprieve for them when they needed a break from the heat and sun. I understood the need for socks in the Kids' club, but didn't quite understand the rule about wearing long sleeves on the slides. As a very well-traveled person who has stayed at every possible star rating of hotel from the Ritz-Carlton to hostels, I honestly don't understand the complaints about the breakfast at the Shangri-La. They have everything covering Western tastes, Asian fare, vegetarian options, healthy food, not-so-healthy food (ice-cream!!). It was all presented tastefully and all of the staff were friendly and accommodating. Our whole family left the breakfast feeling full and satisfied on all 7 days that we were there. The food at the other restaurants was also good. Some items seemed expensive (and I live in Singapore where eating out always requires a bank loan!) but, when I consider the location of the hotel and the process it must take to get fresh food items out there, I guess I can understand it. Our family tried the Grill night out on the beach one evening, and we enjoyed that. The hotel is isolated and, after going in to D'Mall and walking along White Beach, we appreciated it. The hotel location would not be suitable for people who are looking to be in the midst of hustle and bustle, but we loved the quiet tranquility. It is a bit of a process getting to Boracay itself. We had a direct flight to Kalibo, and had the hotel arranged our transfer to the island/hotel. We are very thankful that we did this as it was very convenient, and our driver was friendly and helpful. It took us 2 hours to get from the airport to the boat jetty. Luckily our girls handled it well enough but, this could be a long drive with younger kids. The private boat jetty was a lovely little touch, and the 20 minute speed-boat ride to the hotel was quick and easy. The awaiting staff and cart whisked us away to our room and the check-in process completed in our room was quick and convenient. We arranged for the transfer back to Kalibo on our way home as well. Although we had to wait for the boat and our van for a bit, we made it to the airport in 1.5 hours (drive time). We weren't expecting the Shangi-La staff member to be waiting for us at the airport and it was such a nice convenience to have him there. He helped us navigate the chaos of the Kalibo airport departure area. He stayed with us through the lines, check-in (at which he helped us get convenient seats on the plane) and immigration. Overall, we all left feeling relaxed, spoiled and happy.

Room Tip: The family suite accommodated 2 adults and 3 young kids well.
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  • Stayed December 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank PJMomof3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Melbourne, Australia
Level Contributor
19 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
5 of 5 bubbles Reviewed January 2, 2014

We stayed in late November for a week. We were very worried that there would be damage from the typhoon but there was no sign of any damage at all, even to the trees surrounding the resort.

We stayed in a one bedroom loft villa. It had spectacular views, privacy and a good layout with the bedroom up top and the living area downstairs with the pool and outdoor area. Although the rooms are not new, they are well maintained and we felt like we were in a perfect island paradise. The only thing we would have liked was alcohol in the minibar - it was a bit of a task to order every drink from room service. Potentially though, we couldn't find it as the kitchen was huge.

We had a private beach dinner to celebrate our anniversary, the staff were amazing and presented us with a personalised cake. I'd absolutely recommend doing it if you stay. We also dined at Sirena and Rima. Rima was our favourite with lovely italian food. An absolute must!

The spa was closed for renovations but a gorgeous villa was being used instead and we didn't notice any difference in service.

The breakfast buffet is generous and includes absolutely everything you could want.

We loved our stay and hope to go back. The service was attentive and polite, we felt the staff couldn't do enough for us. The worst part about the resort is getting there, it is an experience and as others have commented, transiting through Manila and Caticlan is certainly an eye opener.

Room Tip: Splurge on a villa, it is well worth it. The loft villas have amazing views and a great layout. We...
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  • Stayed November 2013, traveled as a couple
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Katherine A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Singapore, Singapore
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
2 of 5 bubbles Reviewed January 1, 2014

We just came back from a week-long stay at the Shangri la Boracay over Christmas, and it is the first time that I feel the need to post a comment on tripadvisor: we chose this hotel based on the excellent reviews that the hotel generally gets on the website, but unfortunately the reality didn’t match our expectation… Don’t get me wrong, Shangri la Boracay is a fine hotel, and we had an enjoyable stay, but (in my opinion) there are quite a few serious flaws that most reviews don’t seem to always reflect.

The negatives
1/ The biggest issue of the resort by far is FOOD. Never have I so badly eaten in a 5 star resort… The breakfast is at the very best mediocre… The cappuccino… I just couldn’t drink it… Hot chocolate – even worse… Otherwise, the food at all the restaurants (except Rima, see below) is below any standard that you would expect from a chain like Shangri la: no taste, badly prepared, bad ingredients (what’s with their obsession with iceberg lettuce??)… Top 3 of the disasters for us: 1/ the philly steak sandwich (it doesn’t deserve that name) 2/ the greek salad (close number 1) 3/ grilled fish (they just couldn’t get it right, ie simply grilling it without adding sauce everywhere, despite our numerous attempts)… the list could go on and on… The selection on the kids menu is extremely poor as well… The hotel urgently needs a new food director… Given that the hotel is very isolated, getting the food right is important…
2/ The second biggest issue of the hotel is its location, ie not on the White Beach. The 2 beaches are all right, just average I would say… nothing like the White Beach which is really why most people go to Boracay I would think… The sand is nothing like the sand on the White Beach, it is very rough. The beach drops sharply into the sea as well, so kids can’t play by the shore like on the White Beach… the waves are a lot bigger as well… Basically, you don’t really feel like you are in Boracay… The commute to D’Mall is not very pleasant and takes roughly 20’. The hotel tries its best to organize enough shuttles for its guests, but it remains an unpleasant experience…
3/ The diving centre: it must be the only diving centre in the world which is unable to organize 2 dives in the morning (ie before 12pm)… everything seems to take forever (checking 10 times whether all the equipment is there…) which leads to leaving the jetty not before 9:30am at best… Urgent need to get this sorted out as well…
4/ The kids club: it is nice and spacious, absolutely no problem there – but such a shame that there is no outdoor area for kids to play!!! Instead, kids have to stay in what is literally a FREEZER (temperature must be set at 22 degrees)…
5/ the first villa we stayed in: the pool was absolutely tiny, there was no view whatsoever (we were facing trees all over, it was suffocating), no sun which resulted in the water of the pool being very cold (read you can’t use the pool) and mosquitoes all over… They moved us to a much nicer villa (same category) which was very nice. Overall, the villas are nice – but they will need to be renovated pretty soon (especially the showers).
6/ the way part of the staff (ladies you can ask for help to get activities planned I believe) are dressed… what’s up with the short beige mini-skirts and high heels?? It was inappropriate.
7/ there aren’t enough buggies around/it takes a long time to get one to your room… Sure, it was a busy period, but having to wait 15’+ for your buggy to arrive is not acceptable (it happened a few times).
8/ the pool area: it was way too crowded and busy for us – just not very pleasant overall.

The positives
1/ our butler (Butler Sonny) was amazing. He made our stay special, he was thoughtful and always ready to help… Thank you Sonny!
2/ the hotel surroundings: there is space, which is rare for hotels in Boracay. The lawn area especially is very nice. This is what you get for being away from the White Beach clearly… but again, the White Beach is what you come for, so personally I’d rather give this up and be on the White Beach itself!
3/ overall, the staff is helpful and nice, There were a few exceptions of course, but overall the service was very good. As well, there were a few events while we were there, which involved music at night - the hotel was very good at keeping the sound to an acceptable level (which is not the case in all 5* resorts…).
4/ Rima (the Italian restaurant) was nice: good food, nice cozy location. It was the only decent food option. Too bad we only went after 5 days as the hotel was advertising it as a fine dining experience, when it is actually fairly casual (pizzas, simple pastas etc)… another mystery from the food department I guess!…

Overall, if it sorts out its food offering, the Shangri la Boracay can be a nice family resort… but except if you live in Manila, you’ll find similar resorts in Thailand, Malaysia, Vietnam or other parts of the Philippines which will cost you less and are much easier to access (getting to Boracay takes a long time from anywhere you come from)… We love Boracay and will be back… but won’t be staying at the Shangri la...

Room Tip: Get a room or villa close to the lobby! (pb with the buggies) Avoid Villa 5!!! We were moved to Vil...
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  • Stayed December 2013, traveled with family
    • 3 of 5 bubbles
      Value
    • 1 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
5 Thank Manuya
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Amit O, General Manager at Shangri-La's Boracay Resort & Spa, responded to this review, January 6, 2014
Dear Manuya, we are sorry to hear that your experience in our resort was not up to your expectations. We take these comments seriously, and we will ensure that each concern you have raised will be addressed internally ( including with the dive shop ) and immediately as we continuously strive to improve our service and achieve guest satisfaction.
Amit Oberoi, General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Luzon, Philippines
Level Contributor
58 reviews
37 hotel reviews
common_n_hotel_reviews_1bd8 66 helpful votes
5 of 5 bubbles Reviewed December 31, 2013

The hotel is very clean. The rooms are spacious and very tidy. The service is excellent. The employees are very helpful, very friendly and very respectful. They are very attentive to all your needs. They have a nice swimming pool. And a nice semi private beach. The hotel is fully booked but you don't feel cramped and crowded in the hotel. Even if the hotel is fully booked but service is still excellent. They have an adventure zone for your kids. (very very nice play area). A very very memorable experience. Great job shangrila boracay!!!!

  • Stayed December 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank lovely082
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bulacan
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
3 of 5 bubbles Reviewed December 30, 2013

Bathrooms area deceiving in the picture(Aging needs renovation).Discovery Shores much better.Staff more accomodating to foreigbers than locals.Housekeeping seems to rush you on checkout time. Few activities.




  • Stayed December 2013, traveled with family
    • 2 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 2 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Review collected in partnership with shangri-la.com

Helpful?
2 Thank Vitgilio M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
London, UK
Level Contributor
100 reviews
57 hotel reviews
common_n_hotel_reviews_1bd8 129 helpful votes
4 of 5 bubbles Reviewed December 30, 2013 via mobile

We were supposed to stay at the Shangri La Boracay for six nights but we had cut our stay short due to Super-typhoon Hiyan opting not to stay and weather the storm.

We were staying in a private one bedroom villa with infinity pool and garden. Our butler Julius was phenomenal - answered our every need and took great care of us.

Most notable in this hotel is service. Always friendly, always helpful and the only exception is Scotty's dive centre which we understood is a third party operator.

Food is also first class in all the various restaurants and eating venues as well as the in room breakfast. We were very lucky to book the private in room barbecue and had a phenomenal chef Allan and waiter. The food was exceptional and so was the service.

The spa is also well appointed however we found being presented with the bill prior to the treatment as awkward and the staff also had to be begged to provide us with treatment underwear. They appeared to want us to have the treatment naked which we were not up too.

The rooms themselves are actually rather average and showing their age with certain elements worn out such as the shower heads and controls. We had issues with the air conditioning being unbelievably noisy on our first night and this disturbed our sleep. We addressed this with our butler and they sent a team to change the kit in the room. This made the situation better but not perfect. The manager did offer to change a villa which I checked out but it had the same issue. It is a matter of age, probably all the equipment by now is reaching the end of its operational life and requires replacement.

The beach itself is pristine and beautiful and the service of drinks, fresh coconuts and food is also top notch. It is a great amenity to have two beaches one of which is entirely private for the hotel which is unique in Boracay.

There are really only two negative points which affect this hotel.

1. Scotty's dive centre. We have booked several water recreations and were disappointed with the staff in the centre and particularly Joy who was not joyful at all. First and foremost the biggest misrepresentation is that none of the activities actually start at the hotel. They all involve being taken to a different location on the island by car or a broken up boat. We eventually became so worried with the performance of the centre that we actually cancelled our diving. This was because when we rented jet skis we were taken to a zone 15 minutes away from the hotel where we hired our jet ski on a floating platform. We were told we can only drive between three orange markers as the other zone belonged to a different company and that goggles which are essential are extra charge and can only be paid cash which we didn't have having gone in swimsuits only. We were also made to sign away our life in waivers and told the Jet Skis are not insured. This experience made us cancel all our other activities save for local boat sailing which we were told is a must. Even that did not start in the hotel and activities always started late with staff asking us repetitively to take a sit and wait which was highly annoying. So avoid the centre if you can. A suggestion for the hotel management is to sack this 3rd party and run their own operation like many other island resorts to ensure that the service in the dive centre activities matches that of the hotel.

2. While Conde Nest and other magazines tell you otherwise the Philippines is still a 3rd world country and this is apparent the second you get our of the resorts enclave. The journey from Manilla to the hotel was unbelievably long, cumbersome, dangerous and unreliable. We flew into Manila from Hong Kong with Philippines airlines. While their business class looked like it was designed and built in the 90s and it probably was with old cathode Ray tube TVs in the ceiling the service and food was 1st class so we had high hopes.

However, upon arriving in Manila we understood the party is over... The airport is cumbersome and badly signed- we had one hour to make our connection to Boracay Airport, aka Godefredo International. The connection between the terminals cannot be done internally so you have to take a shuttle bus between the terminals. The terminals are so far apart that it took 30 minutes to manage the traffic and and the bus driver even asked for money even though the sign says Free Transfer. Be prepared that nothing in the Philippines is free- they feel free to scam you and ask for your money at every corner especially at the airport.

When we finally arrived to the PAL Express terminal we were told our flight had left an hour earlier then on our ticket schedule as Boracay Airport does not have lights and lending depends on sun set and weather. After endless arguing we were told we can fly to Kaliboo international which is 2 hours drive away from the hotels boat transfer terminal... We agreed and this flight was also 90 minutes delayed. We told the hotel of our changed plans and timings and they ensured staff waited for us with a private air conditioned car when we arrived at Kaliboo to take us to the hotel. The whole exercise had wasted a day of our holiday and while not at fault of the hotel neither Kaliboo nor Boracay airport deserve the word international. They are basically each a runway with a single metal shack serving as a terminal.

The road from Kaliboo to the boat terminal is the scariest one we have ever been on and even if flying from Boracay airport directly you have to take the 15-20 minute boat transfer to the hotel.

Thus the whole journey is very cumbersome and is only advised if you are planning to stay for enough nights to make the trouble worth it.





Stayed October 2013, traveled as a couple
Helpful?
4 Thank gadir80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Shangri-La's Boracay Resort & Spa

Property: Shangri-La's Boracay Resort & Spa
Address: | Barangay Yapak, Aklan Province 5608, Philippines
Location: Philippines > Visayas > Panay Island > Aklan Province > Boracay
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Top resorts Hotel in Boracay
#4 Luxury Hotel in Boracay
#4 Spa Hotel in Boracay
#4 On the Beach Hotel in Boracay
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Shangri-La's Boracay Resort & Spa 5*
Number of rooms: 219
Official Description (provided by the hotel):
Shangri-La’s Boracay Resort and Spa offers a new level of luxury to the beautiful island of Boracay. Marrying luxury and comfort with a reverence for nature, the 12-hectare resort encompasses 219 rooms including 36 villas and suites, comprehensive leisure facilities, 350 meters of secluded beach front and a thriving ecosystem of diverse, even rare, flora and fauna. With two private beachfronts and an infinity pool, the resort offers a myriad of recreational activities. Those looking to soothe weary senses can head over to CHI, The Spa at Shangri-La. A variety of dining options of different cuisines is located within the resort. May it be a family holiday or simply a quiet retreat, Shangri-La’s Boracay Resort and Spa is the perfect paradise destination. ... more   less 
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Also Known As:
Shangri-La`s Boracay Hotel Boracay
Shangri-La`s Boracay Resort And Spa
Shangri Las Boracay Hotel
Shangri Las Boracay Resort

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