We arrived early before check-in. I asked receptionist if we can go ahead and ate the complimentary breakfast and was told it’s not effective until the next day. We arrived at the hotel before 9am. No rooms available yet. We’ve waited so long to get check-in, I think the guest after us was accomodated first, so we’ve waited again in the lounge room, we took a nap there because waiting was starting to get unnerving. We’ve already sent the full details of our itinerary via email and was asked about the date and time of our arrival. We were expecting rooms will be ready. Customer service is not that great. Most of the young staff are not work-oriented. They were so busy busing that they can’t offer to ask if you want a coffee or water. It was so rare that one or two crew would ask. Lady hosts are confusing and a bit unorganized. If I am going to compare Henann Lagoon to Henann Prime, I’d choose Prime where staff are attentive, professional, and friendly. We liked housekeeping, they were nice and clean.