Run, don’t walk to stay at Frangipani El Nido. It’s a beautiful, quiet boutique hotel. Since they only have a few suites, we felt we received personalized attention from the staff and were well taken care of. The staff are kind and ready to assist with booking tours or other activities you’d like to do in El Nido. The hotel is well located and an easy tricycle ride from El Nido town and Vanilla Beach. Another plus from the hotel is that they will do airport pick up and drop off. The rooms are also clean and relaxing and feature local products.
Arrived at 4 pm and the room wasn't ready. This, after I was messaged asking what time I would arrive and made felt I was made to rush to check in to my room. They should have told me that the room wasn't ready. Also, after a few days and it was time to move to a different hotel, they would not let me leave because they insisted that I leave my ID with them for my motorcycle that I had rented. Mind you, I wasn't told that I would need to leave my ID initially when I rented the motorcycle in the first place and they had all my information from checking in to their hotel already. I did not want to leave my ID because they were charging me 600 pesos when they were being charged by the motorcycle owner 400 pesos. I knew I would need my ID to ride to a different motorcycle rental to secure the lower 400 peso price. Then, I would ride back with my ID to Frangipani and drop off the motorcycle I had initially rented. I kept trying to tell this to the front desk lady but she seemed to be hard of understanding. She was on the other line with her manager at the time who insisted she didn't want to talk to me. This is my second time staying here and the problem is always the same. The first time, I understood they were starting back up from the pandemic and there was bound to be some issues. This time, 4 months later, it's inexcusable. And holding me hostage is criminal. This could easily be one of the better boutique style hotels in the area, but unfortunately the customer service is horrible.
Like what happened to many others, Frangipani took our money and they never reimbursed us. Let me tell you, this is a very unethical way to handle your business. We received numerous reassurances, and a letter promising that as soon as they reopen, they would pay us back. We understood the situation and never pressured them while they where closed. There aren't many excuses now. They never paid us back and when I call, they seem to be making fun of the situation. Please beware. If there is another lockdown and you have a reservation, they will most likely keep your money. THINK TWICE before booking at Frangipani.
The place Is very relaxing because of the view of the beach and nearby islands, specially the sunset at our balcony. Rooms are big with AC, personal ref, electric kettle, Nespresso machine, TV and signal cable. You have a nice view at the restaurant that serves lots of choices for breakfast. Delicious choices on the Menu like Kare-kare, adobo and pork sisig. Kudos to Jeff for the great service and the front desk staff.
I booked a 10 day stay at the Frangipiani. Reservation made in September 2019. The stay was scheduled for March 2020. Due to the covid-19 the trip was canceled and Frangipiani had assured me that I would get a refund. To date, more than 2 years have passed and I have not received anything, they have stopped responding to my emails and messages. They disappeared. Other smaller and cheaper hotels refunded me immediately when the pandemic broke out. The Frangipiani, on the other hand, has disappeared. Angel and Paco (I don't know if they work there anymore) wrote to me in 2021 that I would receive the refund within 30 days, but obviously it wasn't like that. I don't know if I should call a lawyer or keep writing to the hotel in hopes of their response. The problem is that in 2019 to make the reservation they asked me to pay the full amount, or more than € 2,000 so that's a lot of money.
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