*Woke up with nasty bug bites from not sure where, although our activities were confined to the hotel bedroom, cabanas, and beach front.
*We sent back undercooked chicken that still had blood in it. Instead of replacing the chicken, they re-cooked it and served it back looking like it was when we dissected it, bite marks intact.
*The water in the shower has to run at least 10 minutes to turn warm. Then it's suddenly too hot, so you'll have turn it off and wait again for it to go warm.
*No cell reception. Even their free wifi is spotty --if you can even locate the signal.
*Stains on the bathroom floors and walls. Pack shower slippers!
*One day we were allowed to eat outside food in the cabanas. The staff even served us cutleries and drinks. The next day, we invited a group to have lunch with us in Sur. We brought in one extra dish from outside and suddenly three staff members were on us saying that we can’t have it there. Three people! We did not even get the chance to open the dish. They wanted us to eat it in the room, while our friends were having lunch in the restaurant downstairs!
*The path to the restaurant was super slippery. We saw at least two people slip and no staff apologized when a guest called it out.
*A breakfast inclusion was advertised in the booking app where we booked three nights. We have an early flight on our last day there and will not be able to avail of the breakfast. We wrote ahead to ask if we can take breakfast on our first day instead (like we’ve done during at least 10 previous stays in Boracay). A person who refused to identify his or herself wrote to us that we cannot avail of the breakfast inclusion the way we want it, because it’s “not part of the rate,” because “it’s complimentary.”
BTW, "complimentary breakfast" is what every other hotel calls a breakfast inclusion, although other hotels will extend the courtesy of letting you consume your meal in advance or at least pack you a meal to-go, instead of watching you miss it altogether.
*Sensing bad service from the way Sur staff responded, we asked to cancel at least the succeeding nights of our stay, even if the arrangement with the booking app does not allow refunds. We explained our issues to the app people and they agreed to cancel and refund the succeeding nights, only if Sur will allow it, which of course it does not.
We tried very hard to enjoy our stay, to make the most of it, to forget the inclusions. But between the bug bites and bad service, it was impossible. Definitely our last stay here and we’ve warned all our friends.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.