The resort itself is excellent. It's very clean, modern and the food at the restaurant is (particularly) the breakfast buffet is phenomenal. I have stayed at Hennan resorts before and the accommodations always impress. The service, however, needs much improvement. The air port pick-up, particularly. My friend who was traveling with us emailed the hotel days in advance to get an airport transfer, as per the hotel's instructions, and she never heard back. When I tried to email on her behalf, the resort didn't answer for days. Once we got someone to respond to my email, they said she never sent an email but when I screen-shot her email (with the correct address) to them... no apology whatsoever. They were, however, totally fine to take her money and transfer her. Meanwhile, we were also calling the resort repeatedly to arrange the transfer and never ONCE got a human on the phone. Why provide phone numbers if no one is going to pick up the phone? Finally, I was charged the foreigner price because of my name, which is American, but I am a Filipino citizen. I DO NOT like how they assumed I was a foreigner and then charged me the foreigner price for the airport transfer. When I asked for this to be remedied, I also heard nothing back. Customer service could serious be improved because it almost makes the accommodations not worth it if the service is this bad.