Let's start with the front desk…read more
Jhun has been wonderful. He helped us with our luggage during our first visit in October, and when we returned in June, he was just as welcoming. We absolutely love his personality and the warm hospitality he provides.
Karel was exceptionally friendly and helpful from check-in until check-out. She assisted me with connecting to Henann Regency for my Kai Spa massage booking, helped add my daughter to my reservation, and handled every concern I had with professionalism and kindness. She truly made our stay much easier and more enjoyable.
On the other hand, our experience with Rheann was disappointing. She initially gave my partner a hard time when we requested to add my daughter to our reservation. Later, when my guest came by only to drop off my daughter's luggage, Rheann assumed they were staying with us. Despite my guest and partner clearly explaining that they were simply dropping off the luggage, she repeatedly insisted on asking for their IDs, which seemed unnecessary. To make matters worse, after they dropped off the luggage, she radioed the front security to "make sure that they exit through the front of the hotel." We found this completely uncalled for and quite uncomfortable.
Pool and Beach Staff
Jay at the pool and Ian at the beachfront were both very friendly and attentive. They always made sure we were comfortable, reassured us about leaving our belongings on the lounge chairs, and ensured we had fresh, dry towels available.
Sky Pool
Unfortunately, our experience with Blaise was not as pleasant. While he was preparing a purple-colored drink, I simply asked if it was the Ube Colada because I was curious and considering ordering one myself. He replied that it was a drink exclusively for VIP guests. I clarified that I was only asking if it was similar to the Ube Colada, but he repeated that it was "for VIP only." I found the interaction unfriendly and dismissive.
And of course, saving the best for last -- Sapphire Restaurant.
Roland was our server during our first visit, and seeing him again on this trip was a delight. He is amazing, with a very pleasant personality, always attentive, and constantly smiling. Despite the restaurant being busy with guests coming and going, he remembered me from my first visit, which made our experience even more special.
Ms. Han, whom I believe is the restaurant manager or supervisor, was very involved with the guests and ensured that everyone was well taken care of.
Lastly, RC was always polite and attentive, making sure our tea and water were constantly refilled and promptly clearing used plates from our table.
Thank you for another wonderful experience. Despite a few issues, the exceptional service provided by many of your staff made our stay memorable. We truly appreciate the hospitality and will definitely be coming back for a third visit.