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Pablo M

Very good place to stay

Review of Fili Hotel Cebu
5.0 of 5 bubblesReviewed 4 weeks ago
Stayed at Fili hotel Nustar and had an awesome experience checking in thanks to Ms. Arvy at the front desk! Super friendly, super helpful, and made everything so easy. The pool was great, and the gym had everything I needed. The restaurants were amazing too—had a delicious dinner at Fili Cafe and breakfast was top-notch. Everything was super convenient and made my stay that much better. Highly recommend!
Date of stay: December 2024
Trip type: Traveled solo
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this review
Responded 3 weeks ago
Dear Y7916GGpablom,

Thank you for sharing your experience at Fili Hotel NUSTAR Cebu. We are delighted to know that you enjoyed our superb facilities and services. I am delighted to know you were impressed with the services of Arvy. I will certainly share your compliments with the team, who continue to be inspired to emulate such role models.

We look forward to welcoming you back soon!

Sincerely,

Korina Gabucan
Executive Office - Hotels
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (444)
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Reviewed 4 weeks ago

Both the facilities and services are excellent, in particular the unfailing support from the concierge (Rowena).
Some points for improvement:
(1) There is no jacuzzi - which should be a must for a "resort".
(2) I took bath on 13Jan2025 morning and found that the water was not hot enough.

Room tip: Water for bath was not hot enough. Need at least one jacuzzi near the swimming pool.
Date of stay: January 2025
  • Trip type: Traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Tour762140
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear Tour762140,

Thank you for your feedback and for choosing to stay with us at Fili Hotel NUSTAR Cebu during the Cebu Marathon! We are thrilled to hear you enjoyed our facilities and services, especially the exceptional support from Rowena at the concierge. I will certainly share your compliments with the team, who continue to be inspired to emulate such role models.

We appreciate your suggestions for improvement. We regret to know that we fell short of expectations in some areas during your stay and will address this issue promptly. Your feedback is noted as we continually strive to enhance our offerings.

Thank you once again and we look forward to welcoming you back soon!

Sincerely,

Korina Gabucan
Executive Office - Hotels

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed 4 weeks ago

Lobby area is beautiful and screams 5 star, it isn't until you look beyond the beauty of the lobby to realize it's lacking in many ways. This hotel is very pretentious, the reality is the staff and security are extremely judgmental. If you don't fit the "look" they question whether you are truly guests at the hotel. My family and I were on a 3 week island hopping adventure and Cebu was one of our stops. We were a total of 14 guests, had 7 rooms at this hotel. We were not there for gambling or for the elaborate NYE party, we were in Cebu to see whale sharks and go canyoneering (adventure is our style). Security came to our hotel room as 6 of us gathered after a long day of excursions questioning why there were so many people in one room, we were resting and eating pizza (since when was that not allowed?). Additionally, the hotel is not friendly to those under gambling age as they are not allowed to walk through the casino to get to restaurants. Even those of gambling age, were ID's every 10 feet even though it's clear security is communicating via headsets the entire time. All of these behaviors make the experience at this hotel unenjoyable and unwelcoming. Paying guests should be treated the same whether or not they fit the "profile" of being "high class". In the US, the most simple people are wealthy and don't feel the need to flaunt materialistically. Regarding the hotel rooms, several of our rooms did not receive refreshed towels during the stay, they missed the mark on the simplest things. In my opinion, this was a phony 5 star hotel, no where near the caliber of Ritz Carlton, Four Seasons or 5 star Las Vegas hotel (which I have stayed at all previously and never experienced the coldness I experienced here). On a positive note, best thing about this hotel is the breakfast buffet - very comprehensive and visually appealing, nice touch with the Taho man! Even on that note, I would not recommend this hotel to my friends and family.

Room tip: If you like to gamble and shop at high end stores this place is for you. If not, you are likely not welcome.
Date of stay: January 2025
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank 770YV
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear 770yvettev,

Thank you for sharing your feedback. We are truly sorry to hear that aspects of your stay did not meet expectations and that you felt unwelcome. Providing a warm and inclusive environment for all guests is a top priority and we regret that we fell short.

We are addressing your concerns about staff interactions, housekeeping, and our policies to ensure a better experience for future guests. While we are glad you enjoyed the breakfast buffet, we deeply regret the other issues you encountered.

We hope to have the chance to welcome you back and provide the exceptional stay you deserve.

Sincerely,

Korina Gabucan
Executive Office - Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed January 8, 2025

Our stay in Fili hotel is awesome. Services are outstanding as well as the facilities. RJ from concierge is very hospitable and assisted us perfectly.

Also, so for this is my favorite breakfast buffet from all the hotels I’ve been too, there are lots of choices to choose from and all are superb and delicious.

Overall our stay at Fili hotel is fantastic.

Date of stay: December 2024
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Marlyn C
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear 235marlync,

Thank you so much for sharing your experience during your first stay at Fili Hotel NUSTAR Cebu! We are delighted to hear that you enjoyed the outstanding services and facilities. RJ will be thrilled to know that his assistance made your stay even more special.

We are especially glad that you loved our breakfast buffet! Your kind words truly inspire us to continue delivering exceptional experiences.

We look forward to welcoming you back for another fantastic stay soon!

Sincerely,

Korina Gabucan
Executive Office - Hotels

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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed January 6, 2025

The receptionist Eunard is very accommodating and works well in his duty. The hotel is soooo beautiful and clean.I really love our seaview hotel room. All staff are friendly and approachable.This is our 2nd time here and will gonna go back again soon.

Date of stay: January 2025
Trip type: Traveled with family
Thank Jane Fatima A
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear janefatimaa,

Thank you for leaving us a review of your recent stay. I am delighted to know you were impressed with the services of Eunard and all our staff. I will certainly share your compliments with the team, who continue to be inspired to emulate such role models.
We look forward indeed to your next visit.
Yours sincerely,

Korina Gabucan
Executive Office - Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Reviewed January 5, 2025

Great hotel! Amenities were complete, staff were super friendly and accommodating, and the breakfast buffet was 10/10 (so many options: local/international, vegan, halal). The gym was complete too; great for vacationers who’re still locked in

Date of stay: December 2024
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Bianca P
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear U1672IRbiancap,

Thank you for sharing your review with us! We are delighted to know that you had the perfect staycation experience. It is great to hear you enjoyed our complete amenities, the breakfast buffet options and our well-equipped gym. Your kind words about our friendly and accommodating staff mean so much to us. We hope to welcome you back soon.

Sincerely,

Korina Gabucan
Executive Office - Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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