Six years ago, my family and I had a delightful experience at Plantation Bay in Mactan, Cebu. The staff were exceptionally helpful, and there was an abundance of mostly free activities. However, our recent visit was marred by a drastic decline in service quality and overall experience.
The most striking issue was the staff's attitude. They were consistently surly, often appearing irritated, and even engaged in arguments and shouting at guests for using mobile phones. While I understand the intent behind restricting mobile use, the execution was poorly handled and overly aggressive. For instance, while using a workout app in the gym, I was rudely interrupted by staff, despite the gym's TV loudly playing CNN. This contrasts sharply with the serene environment we once enjoyed.
The decline extended to dining experiences as well. Despite the high cost of staying at Plantation Bay, breakfast was a chaotic scene. Guests had to endure long waits, only to find scarce food options once inside. This was particularly disappointing considering the resort's multiple idle kitchens during breakfast hours.
Furthermore, amenities that were free during our last visit, like kayaks and paddle boards, now came with a hefty fee. The once enjoyable water slides were closed, with no explanation given, suggesting long-term neglect.
Even simple tasks like hailing a taxi were problematic. We were misled by staff about additional taxi charges, a claim easily disproved by our own experience.
Our experience at the resort's Spanish Tapas/Italian restaurant, Palermo, was equally frustrating. The dishes were excessively sweet, and when we sent them back, they were returned with unconvincing explanations about alterations made to the recipes.
Overall, Plantation Bay has undergone a disappointing transformation. The once welcoming and vibrant resort now feels aloof and poorly managed. Every aspect of our stay was overshadowed by issues in customer care and guest experience, marking a significant and unfortunate departure from the quality we remembered.
1,131
719
195
106
140
