Hue Hotels and Resorts Boracay Managed by HII

My stay at your hotel from July 26-28, 2025, was unfortunately marred by significant inconsistencies in your front desk service regarding early check-in. Upon my arrival around 10:00 AM, I requested an early check-in (standard check-in time is 3:00 PM) from a staff member identified as a "Team Head." She assured me that I would be contacted via the number provided on my check-in form as soon as a room became available. I waited in the pool area, expecting to be notified. At 11:30 AM, I returned to the reception. As the "Team Head" was assisting other guests, I approached another staff member to inquire about my assigned room. After I provided my first name, she briefly checked her computer and stated the room was still being prepared by housekeeping. When I pressed for the specific room number and provided my full name, she then identified it as Room 509. This indicated that she had not accurately checked the room's status during her initial inquiry, which was my first concern regarding misinformation. I then proceeded to the gym until 12:30 PM. At approximately 12:45 PM, while I went up the 5th floor, I encountered a housekeeping staff member and asked if Room 509 was available. To my surprise, the housekeeper confirmed that it was. This contradicted the earlier information from the front desk and suggested the room had been ready for some time. My friend and I returned to the lobby around 2:55 PM after lunch. A new shift of reception staff was present. When I asked if my room was available, the new staff member confirmed it was. I then inquired why I hadn't received a message, to which she responded that housekeeping had "just" finished. This directly conflicted with what the housekeeping staff had told me earlier. I explained to her that I knew Room 509 had been available since 12:45 PM and that I had been promised notification, which was never received. The staff member then asked who had promised me to be notified (at which point I realized the "Team Head" from the morning wore a distinct uniform). She then stated there were additional fees for early check-in requests. This was particularly frustrating, as this crucial information was never disclosed to me during my two prior inquiries that morning. In summary, my experience highlighted two critical issues: * Misleading Information: Guests should receive accurate information regarding room availability and early check-in policies. Fabricating stories or providing incorrect updates is unacceptable. * Lack of Professionalism from Leadership: The conduct of the "Team Head," particularly the lack of transparency regarding early check-in fees and the failure to follow through on the promise of notification, falls short of expected customer service standards for a reputable hotel. I also requested the complete names of the staff involved during check-in and again when I was going to my room, but this information was never provided to me during my two-day stay. FYI, airconditioning unit malfunctioning from 3-5pm. Please see photo below.

The room is spacious, clean and bed is comfy. Good location. Hope they just improve breakfast menu

Really enjoyed our 4 days trip here in boracay by staying at HUE hotel! We got the room for a very cheap price and its spacious! The location of the hotel is also very convenient to any place you want to go, walking distance to the beach, convenient store and they even have activities such as billiards, ktv and such, tho you have to pay for these activities. 10/10 overall stay.

The staff were friendly and accommodating and the breakfast was very nice.

room was good,however housekeeping did not do thier job well, there's still slipper and some dirt under the bed, and one night one of the staff mistakenly open our door did not even knock and did not explain why he open our door he just left without appologizing.

A very nice and cozy place. The staff are very accommodating and attentive. We, will surely go back to this hotel. 😊😊