THIS HOTEL HAS THE WORST CUSTOMER SERVICE!!!
Reasons why WE DO NOT RECOMMEND THIS HOTEL:
1. THEY DELAYED OUR CHECK-IN
We arrived at the hotel at 2:30pm. At 3:10pm, they only gave us 3 keys because one of the rooms is still not ready.
They made us wait for another 30mins for the last room to be ready.
2. THEY GAVE US A ROOM THAT DOESN’T EXIST
The front desk staff gave us room 517 / 527 (forgot the middle #) but when we reached 5th floor, there’s not room 517/527….. We had to check each and every room on the 5th floor to make sure we weren’t making a mistake. Housekeeping staff even helped us looked for it but room # they gave us wasn’t really existing.
Apparently, when we checked with their staff, we were right, such doesn’t exist so they just gave us another room. WEIRD
3. KEY CARDS AREN’T WORKING
While checking in, I heard one of the guests complaining that their key cards aren’t working.
When it is our turn to enter our room, our key cards wasn’t working too!!! So much hassle because we are carrying 4 bags + a 2 month old baby so we had to go back to the lobby AGAIN.
4. REQUESTS MADE AHEAD OF TIME WAS NOT MADE
After we paid our reservation, we requested for a king size bed but the hotel informed us that they do not have a king size bed but they can move the beds together to make it bigger. We are 4 families and each family has children and infants.
We agreed to just move the beds so the kids won’t fall on the bed while sleeping AND THEY CONFIRMED that they will inform the housekeeping regarding this.
When we all entered our rooms, none of the beds were put together so our husbands had to do it since it takes them forever to process everything.
5. MAID’S AND DRIVER’S QUARTER ARE STILL UNDER CONSTRUCTION
Floorings still has paint.
Walls and floors aren’t finished.
No bidet / dipper in the toilet.
No ceiling fan / standing fan in the room
6. INFORMED US THAT ONLY 3 MAIDS FIT IN 1 ROOM BUT THEY FIT 5 MAIDS IN 1 ROOM
Before we made our reservation, I asked the hotel staff how many maids will fit in their maid’s room and we were informed that they only do a maximum of 3 maids to make sure they’re still comfortable.
Since we have 5 maids, they confirmed that we’ll have 2 rooms (3 pax and 2 pax) for our maids and 1 room for our two drivers but when we checked in, they only gave 1 room with 5 folding beds for the maids.
The reason why we have to check on this is because, 1 room has 1 bathroom. It will be difficult for them to use the bathroom since they’re 5 in a room.
7. THEY DO NOT STOCK TOILETRIES EVEN IF YOU BOOKED FOR 2 NIGHTS
On our second day, we asked the front desk staff if we can request for housekeeping service while we’re away.
When we got back in the hotel, none of the toiletries were refilled (Tissue, soap, shampoo etc.).
I called the front desk staff if they do not really refill the toiletries even if we paid for 2 nights in full. They informed us that they DO NOT.
I would understand if they’re a 2/3 star hotel but their room rates AREN’T CHEAP. The smallest room costs around 7-8k PER NIGHT and they can’t even refill your tissue. LOL
8. HOUSEKEEPING POOR SERVICE
Our grandmother requested for another blanket after the first night. Its quite cold in Baguio so she needed another blanket so she could sleep well.
The blanket never came.
9. OUR ROOM SMELLS LIKE STINKY FIT
On our first day, my husband informed me that his side of bed has a bad smell, his words were “MAY NAAMOY AKONG MAASIM” so I just joked “BAKA IKAW LANG YUN” but after awhile, when we closed the balcony doors, I started smelling it. This may sound gross but we even smelled our shoes to make sure its not us.
After some time, we figured out that it was the carpet!!!
Maybe something spilled or maybe they haven’t cleaned it for a very long time.
The next morning, we informed their front desk staff regarding the smell and if they can do something about it but then again, when we got back in our room, nothing changed. We just got tired of talking to them since they have poor communication and their front desk staff aren’t approachable.
10. EXCESS PAYMENTS WERE NOT DEDUCTED TO OUR TOTAL BILL.
A week before our reservation, we emailed AND called their office that one of our maids won’t make it.
Since we are already fully paid, we asked if we can just use the excess payment if ever we eat in their restaurant OR eat any of their snacks at their mini bar and they said that they YES.
Otw to baguio, I called them to inform them of our ETA and reminded them regarding the excess payment.
During check in, I reminded them again regarding the excess payment. We wanted to make sure before we consume anything. AND THEY CONFIRMED.
During check out, I handed them our key card and reminded them to deduct our excess payment in our billing and they said they will.
After awhile, they gave us our total bill and we already made the payment but they did not provide any breakdown. Just a receipt amounting the total bill so I requested for the breakdown. When we checked our bill, THEY DID NOT DEDUCT THE EXCESS PAYMENT IN OUR TOTAL BILL.
Again, I had to contest but they made me wait for a long time and we are already late for our restaurant reservation so I just informed them to just call me because we already wasted so much time.
If they return it or not, its all up to them.
Money is not the problem but the amount of stress and delays they caused.
The most annoying part is, their front desk staff even looks pissed. She couldn’t even apologize for the inconvenience they caused.
PARANG SIYA PA ANG NAAGRABYADO.
She was the same staff who assisted us during our check in so she should know regarding the excess payment.
We all went to baguio with our kids and babies and chose their hotel to relax but their incompetency made our vacation terrible.
I hope they improve their service. VERY DISAPPOINTING!!!
The only good thing in this hotel is their food. The price is quite fair.