My partner and I recently spent a week at Mövenpick Resort & Spa Boracay, and unfortunately, our experience fell well below what we would expect from a resort positioning itself as a five-star property.
Firstly, I want to acknowledge that the staff were absolutely wonderful throughout the majority of our stay. Everyone we interacted with at the resort was friendly, welcoming, and genuinely accommodating. It's important to highlight this because most of the issues we experienced were related to the property's condition, maintenance, and operational standards rather than the people working there.
However, there was one notable exception to this, which unfortunately occurred before we had even arrived at the resort.
Arrival Experience & Airport Transfer
Our first disappointment came immediately upon arrival in Boracay.
We had arranged transportation through the resort and were informed that a shuttle would be waiting for us. Instead, we found ourselves standing in the hot sun for approximately 15 minutes, waiting for the vehicle to arrive.
When the driver eventually arrived, we were informed that the delay was because the team had been taking a late lunch and had needed to rush to collect us.
While I appreciate that everyone is entitled to a break, airport transfers are scheduled in advance, and guests shouldn't be left waiting in the heat because arrangements haven't been properly coordinated.
The situation became even more uncomfortable when we reached the port.
Prior to arrival, we had explained that we weren't carrying cash and were assured that the cash payments normally required during the transfer could be settled at the resort instead.
Unfortunately, this arrangement hadn't been communicated to the staff at the port. This resulted in a rather awkward exchange, with the gentleman assisting us ultimately having to cover the fees on our behalf.
It was an unnecessarily uncomfortable situation, particularly when we had specifically raised the matter in advance and were assured that everything had been arranged.
For a five-star resort, I would expect a far more seamless arrival experience, with clear communication between the transportation team, port staff, and resort.
Room Standards & Maintenance
We stayed in two separate rooms during our visit, and unfortunately, both had a noticeable sewage smell, which was incredibly unpleasant and certainly not something you'd expect from a five-star resort.
Our initial room also had a connecting door to the neighbouring room, which resulted in considerable noise disturbances. Due to particularly loud neighbours, we requested to be relocated, which the team kindly accommodated.
However, the second room came with its own issues. The wardrobe featured a sensor-operated light that automatically illuminated whenever the doors were opened. Unfortunately, the left wardrobe door wouldn't close properly, meaning the light remained on. As a result, we were unable to achieve a completely dark room at night, which was frustrating when trying to sleep.
Soundproofing was another significant concern. Conversations, footsteps, and general movement in the corridors could be heard clearly from inside the rooms. Even ordinary conversations outside the door were noticeably audible, making it difficult to enjoy the peace and privacy you would typically associate with a luxury resort.
The general maintenance of the property also appeared to be lacking in several areas. For example, elevator buttons were missing, while the floor indicators had visible cracks and clouding, making it difficult to identify which floor you were on.
These might seem like minor details individually, but collectively they contribute to an impression of a property that isn't being maintained to the standard its rating suggests.
Shuttle Service & Guest Transportation
Another particularly frustrating aspect was the resort's shuttle service.
On multiple occasions, we attempted to reserve transportation well in advance, only to be informed that the shuttle was already fully booked.
Having now experienced other resorts of a similar standing in Boracay, the difference in service has been quite noticeable. Other properties appear to have more flexible arrangements, including dispatching additional vehicles when demand exceeds capacity, ensuring guests aren't left without transport.
On one occasion, despite having successfully reserved the shuttle, we were subsequently made to wait and travel by tuk-tuk instead because the service had been overbooked.
For a five-star resort, I would expect transportation arrangements to be managed far more effectively, particularly when guests have taken the time to book in advance.
Dining Experience
For the most part, our dining experiences were enjoyable, and we had no significant concerns with the food or general service.
However, during a visit to the resort's Japanese restaurant, I was seated directly beneath an air-conditioning unit that was consistently dripping water onto me.
I politely requested to move tables, and the team accommodated this without issue. Again, the staff handled the situation well, but this is another example of a maintenance issue that really shouldn't be present in a restaurant operating within a five-star resort.
Overall Experience
What makes this review particularly disappointing to write is that the people working at Mövenpick genuinely deserve recognition. With the exception of the poorly coordinated arrival experience, the staff were consistently lovely, attentive, and willing to help wherever possible.
Unfortunately, great hospitality alone cannot compensate for the repeated issues we experienced with the accommodation, facilities, transportation, and overall upkeep of the property.
What was particularly disappointing was that many of these problems were entirely avoidable. From basic room maintenance and soundproofing to the coordination of airport transfers and shuttle reservations, these are fundamental aspects of the guest experience that should be handled seamlessly by a resort of this standing.
Having since moved to another five-star resort in Boracay, the contrast has been significant. It has highlighted just how many aspects of our stay at Mövenpick fell short of the standard we had reasonably expected.
We had been looking forward to a relaxing week away, particularly as we were celebrating a special occasion, but instead found ourselves dealing with one inconvenience after another.
Ultimately, Mövenpick has some wonderful people working for it, but the property itself and certain operational processes need considerable attention if it wants to consistently deliver the five-star experience it advertises.
I sincerely hope management takes these concerns constructively, as the staff deserve to work in a property that reflects the high level of hospitality they personally provide.
Sadly, based on our experience, I would find it difficult to recommend this resort at its current standard, especially given the other excellent accommodation options available in Boracay.
