Patrice C.
Google
The concept of the hotel is amazing, especially when it embraces Filipino culture. However, I was utterly disappointed by the service and even the rooms themselves. Of all the 4-5 star hotels I’ve stayed at, this was the worst. It looks lovely to the naked eye, but I’d say the service is up to par of a 2 star hotel. I’ve never had to actually complain about a stay in my life before.
We had a room transfer due to function issues, but the second room was worse in a different manner. The AC in our first room was not functioning properly, stuck at 20 at cooling mode, despite many attempts to change the mode and temperature. Our room telephone was not working, so my husband had to go downstairs to make our complaint, ask for a different room, and to provide us some sanitary bags. They made our phone somewhat operational, with the ability to only call the operator. This whole ordeal lasted from around 10:20pm to 12:55am.
The operator repeatedly called, asking if we were sure the AC was not working, and initially denied a transfer claiming they were fully booked, which was not true. She called us 3 times to confirm if we wanted a room transfer, in the last one saying that they can have someone fix the AC instead, because they did have rooms but would take 20-30 minutes to clean and set it up. We said we'd take the transfer instead of sitting there uncomfortably as someone configures a thermostat. While waiting, I showered and found the shower head was no longer properly attached, bursting water towards the wall.
We were then transferred to the second room, we discovered how dirty the shower floors were, with yellowing caulking and even "privates" hair on the floor. When we asked for the shower floor to be cleaned, the staff said those were stains and could not be cleaned off. We said we'd still like it cleaned please, and he leaves and we think he's off grabbing cleaning supplies. Later, we get a call from the operator, asking if we were sure we wanted to clean it as those were stains. We said yes, and again after 30 minutes, she called confirming if we still wanted it cleaned. We said yes, and the staff came within 2 minutes. The cleaning was subpar.
Simple requests like sanitary bags were ignored for over two hours, forcing me to use a shower cap to dispose of sanitary products, and after everything they finally returned with a crumpled plastic bag that seemed like it was snatched off the kitchen floor.
As we’re about to turn in for the night, I spot some dark spots on my second pillow placed behind the other one that seemed like mold. You be the judge.
The worst thing wasn’t how unkempt it was, rather having to wait for something then being asked multiple times if we were sure about it.
Worst stay I've ever had. Would never go back here again, and would not want this experience for anyone else.
