Le Monet, being a compact hotel, offers rooms that are clean and cozy despite the small space. Conveniently located inside Camp John Hay, the hotel is walking distance to several restaurants, Manor Hotel, and Forest Lodge. It offers a great ambiance for one to enjoy the original beauty of Baguio City. Courteous and warm-hearted staff make for a pleasant stay.
What struck us about this hotel is their service recovery effort. In all the hotels we have stayed at, even outside the Philippines, we have never experienced such an amazing service action - with no less than the managers fixing a service gone wrong. We initially complained about one of their maintenance crew’s negligence in fixing our clogged toilet (he checked once and never came back to fix it). My husband ended up removing the clog (I won’t elaborate how horrible this part was), which led us to escalate the incident to the higher-ups. Although it took them overnight to respond to our anger and disappointment, we were pleasantly surprised to have an audience with the hotel manager, F & B captain, maintenance supervisor & erring crew the following morning, in a buffet breakfast they had offered for free. During the meeting, they expressed their apologies and vowed to avoid the same mistakes in the future. Even the Chef spoke to us to ensure that we were well attended to. Like I said, this has never happened in any of our stay in other hotels. At best, we just receive a (scripted) apology. But Le Monet was something else! They were undoubtedly sincere and convicted in propagating a strong service culture. As if the free meal offers were not enough (we declined the rest of the offers due to other activities already lined up), they bid us farewell with a basket of assorted goodies from their bakery. How cool is that!
All told, what made our Le Monet stay memorable was the heart of their service. Things may go wrong, but it is how they made sure that we left the hotel definitively delighted. I wish other hotels had as much heart in their service interactions. Shame on those who just write a scripted apology!
Thank you very much, Le Monet! (Hotel Manager Charmaine de Guzman, F & B Captain Nathan Pascua, Chef Cefri, Supervisor Mike, Crew Alvin, Front Desk staff Kitkat, Danica, Fritzy, and Paulyn). See you all again!
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