We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Contact accommodation for availability.
There are similar hotels available.
View all
Stephen H
Melbourne, Australia

Never again…

1.0 of 5 bubblesReviewed Sep 12, 2024via mobile
As a business traveller who stays in 5 star hotels at least once a fortnight, I'm struggling to support the rating of this place beyond a generous 3.5.

On my first evening, I was disappointed to find the main bar closed by 7:30 pm. The only option was a peculiar, polygon-shaped, alien-themed bar above the café. Its karaoke-like setup, with fixed seating around an empty, uneventful center, made for an uncomfortable atmosphere. After a quick G&T—spent avoiding a crooked-neck conversation with my friend, we decided to give up on drinks and see if food at the only open restaurant at 10:00 would make amends. Sadly, the cafeteria style food from from the late night menu (the room service menu) arrived to our marble-esq plastic table cold and uninspiring.

Day two was an opportunity for a better start and the option between cold or cool shower proved to be a morning eye opener. I later learned from the staff that warm water is available if you run the sink tap and the shower on full for 5-10 mins before showering - not sure why I didnt think of that.

After a day of work and a 1 hour taxi ride I returned to the 5-star concrete contrived lagoon to find the bar once again shut. Thankfull, there is a prompt telephone in room dining service that will hurry an after work beverages to you within 35 minutes as long as you only want local beer (according to the person answering).

After an hour of clearing email, the growing hankering for a bite to eat remained insufficient to conquer the need to stear clear of the cold-food-school-dinner-cafe. But there must be something else..? the convenience store? A short walk to the reception lobby revealed that the hotel store was in darkness and the receptionist confirmed that 8:00pm is closing time for the inappropriately named 'Convenience" store, so off to school dinners for a club sandwich. You guessed it... closed... "please come back after 11:00 after we've finished cleaning".

A trip back to reception confirmed that while they don't have printed menus, there is a QR code link to the room service menu here on this piece of menu sized paper. After scanning and perusing the digital offering, I was guided back to my room phone-menu-in-hand to where the only room ordering service must be obtained from the bedside telephone.

The lack of basic amenities was also puzzling. There was no iron, ironing board, or shower cap in the room—standard for a hotel in Asia. Even a mini bar was absent. The experience reached an unexpected low when I encountered a 6-inch centipede in my bathroom, though I understand this was not the hotel’s fault.

In summary, it wasn’t just the unavailability of a decent place to relax with a drink or the subpar food options that contributed to my skepticism about this hotel’s 5-star status. Rather, it’s the overall lack of essential services and attention to detail that left me questioning the inflated rating.
Date of stay: September 2024
Trip type: Traveled solo
Problem with this review?
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.
Nearby Hotels
₱14,902
₱9,695
  • Expedia.com
  • Priceline
  • Trip.com
2.8 km from Plantation Bay Resort and Spa
Free Wifi
Free parking
Beach front
₱5,701
Fully refundable
  • Priceline
  • Agoda.com
    ₱4,835
  • Trip.com
3.5 km from Plantation Bay Resort and Spa
Free parking
Pool
₱2,336
Fully refundable
  • Expedia.com
  • Agoda.com
    ₱2,132
  • Priceline
6.2 km from Plantation Bay Resort and Spa
Free Wifi
Free parking
₱12,459
Fully refundable
No prepayment needed
  • Hotels.com
    ₱12,500
  • Sheraton.com
    ₱12,500
  • Priceline
9.0 km from Plantation Bay Resort and Spa
Free Wifi
Free parking
₱8,881
  • Priceline
  • Trip.com
  • Hotels.com
    ₱8,910
7.1 km from Plantation Bay Resort and Spa
Free Wifi
Free parking
₱4,640
  • Expedia.com
  • Official Site
    ₱3,919
  • Priceline
6.2 km from Plantation Bay Resort and Spa
Free Wifi
Free parking
Get rewarded with One Key
  • Booking.com
  • Lol.travel
    ₱14,485
  • Hotels.com
5.3 km from Plantation Bay Resort and Spa
Free Wifi
Free parking
Get rewarded with One Key
  • Booking.com
    ₱8,970
  • Priceline
  • ZenHotels.com
9.9 km from Plantation Bay Resort and Spa
Free Wifi
Free parking
Get rewarded with One Key
  • Booking.com
    ₱1,804
  • Vio.com
    ₱1,702
  • Priceline
5.2 km from Plantation Bay Resort and Spa
Free Wifi
Free parking
View more hotels in Lapu Lapu
Reviews (2,292)
Filter reviews
2,292 results
Traveler rating
1,131
719
195
106
141
Traveler type
Time of year
LanguageAll languages
More languages
Traveler rating
1,131
719
195
106
141
Show reviews that mention
All reviews no tipping policy salt water wall climbing fiji restaurant mogambo springs game room cebu city lagoon kilimanjaro archery pools philippines kayak slides tennis filipino relaxation
Selected filters
Filter
Updating list...
2 - 7 of 2,292 reviews
Reviewed August 29, 2024 via mobile

In my entire life, I've never experienced a worse hotel than this one. I can't imagine any hotel in the world being as distressing as this one was.

The nightmare began at check-in. We had booked in advance, confirmed our reservation 10 days before our stay, and provided copies of the IDs of all who would be staying, as well as full payment. Yet, we were made to wait over two hours in the hot lobby. When we complained, the front desk staff responded coldly, and a staff member named Kaye said, "If you're not satisfied, just cancel! Claim your refund from the booking site you used."

We wanted to cancel, but we had already paid 600,000 yen, and we weren't sure if we could get a refund from Expedia, so we were forced to endure it.

Later, we found out from reviews that this hotel offers a full refund if you cancel within four hours of check-in. But none of the staff, not even the manager, mentioned this. They shut down our complaints with their "policy," but when it's not in their favor, they don't bring it up. We only learned about the refund policy by reading the owner's response to a complaint in a review.

We requested to add another person to our reservation, and they readily agreed. We paid the additional charge and the fee for an extra bed, and finally, we were able to enter the room. When we requested the extra bed, we were cheerfully told, "It will arrive shortly, please wait." But even after waiting for over two hours, nothing came. When we called the front desk, we were told that an extra bed couldn't be added to our room. They ended the call as if it was no big deal. The woman who provided this information over the phone was Kaye.

Three hours later, the mattress, pillow, and blanket finally arrived, but the towels and toothbrushes didn't arrive until the third night. Because of this, we had to cancel a birthday party reservation at a restaurant, so the celebration never happened.

The next day, our room wasn't cleaned because the card key was left in the slot. A small note read: "We do not clean the room if a card key is inserted in the slot." When we asked for help at the front desk, they said the cleaning service for the day was already done, so we were forced to use the damp towels from the previous night. It would have been nice if they had informed us of this earlier.

When you call for a cart, even after 10 minutes, it doesn’t arrive. After a follow-up call, we were told to wait another 10-15 minutes. The cart arrived after 30 minutes. So if you book at this hotel and have plans, book your cart 30 minutes in advance so your schedule won’t be delayed.

Be careful about complaining at this hotel! When you do, the staff will glare at you as if they’re going to do something bad to you. Their stares are terrifying.

The pain and sorrow we experienced at this hotel are beyond words. Many other guests had even worse experiences, based on the reviews we read.

I can't understand how this hotel managed to be listed among the “high-rated” hotels on booking sites. Our much-anticipated trip to Cebu was completely ruined by this hotel. It’s sad that such a beautiful place like Cebu has been tainted by a hotel like this.

I also want to share our experience in Boracay. Once, we booked five rooms in Boracay through a booking site. A week before our departure, I had an accident, so we had to cancel. I knew getting a refund would be difficult, but fortunately, the hotel said we could reschedule our stay. They didn’t give us a refund, but they allowed us to stay on another date once I had recovered. Our communication with the staff was excellent, and even though I repeatedly asked questions out of fear, they patiently answered all my concerns. When it became clear that I couldn't go, they offered that even if I couldn't be there myself, as long as we had communicated, I could send my family instead. I never expected to experience such a level of service at a hotel in the Philippines. I wanted to share this experience to highlight the difference between the two hotels, even though both are in the Philippines.

I try not to compare, but the difference in service is huge. It pains me to think that I didn’t pay attention to the reviews before booking in Cebu, and now I can’t get back the money and time spent.

In the end, not all the staff at this hotel are bad. There are many hardworking and polite staff. However, a few staff members and the owner’s attitude based on reviews are enough to cause great disappointment.

I’m sharing this review to help you avoid similar experiences and to enjoy your travels in Cebu.

Date of stay: August 2024
Trip type: Traveled with family
2  Thank Pocochin h
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.
Reviewed August 23, 2024

We were a group of 4 friends. We booked an overnight stay (2 persons) through an online booking platform as well as day use packages for 2 on the day we arrived at the hotel. The overnight reservation was under my name and when my friend and I checked in, I honestly told them that I would not stay for the night and that a 3rd friend would sub for me. The front desk staff said they wouldn’t check us in unless I stay the night or pay an additional fee of P1,800. They said it was hotel policy as they were riddled with scams before. I told them I already showed them the booking confirmation, I was even volunteering to show the card used for booking and my ID. They insisted that we call the booking platform and have the booking details changed even if we showed them the platform’s notice that that booking details couldn’t be changed and that we could request directly with the property (Plantation). Also, we tried to contact the platform several times to no avail. We waited for almost 2hrs in the lobby coz they weren’t willing to check us in. We even talked to the manager on duty, same explanation. When we asked the manager what we would do, if we’d just loiter around the lobby since they wouldn’t check us in, she said ‘yes.’ The policy was ridiculous. They took our money and instead told us to add an extra amount or book another room. This is the first time I’ve encountered such unreasonable/illogical policy in my travels in the Philippines and abroad. The staff were rude, both the front desk and the manager. They didn’t care about locals and only entertained the foreigners.

Also, we tried the food in both Kilimanjaro and Fiji restaurants. Small servings, overpriced and too salty, not worth the money at all. Some parts of the lagoons are littered with sand that is so sharp I got wounded on my feet. Other parts were also slippery and filled with dead leaves.

Overall, this resort is not worth the high price as it offers bad service and too salty food.

Date of stay: August 2024
Trip type: Traveled with friends
1  Thank JE S
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.
Reviewed July 23, 2024

I’ll go straight to the point. Kilimanjaro personnel are so rude. They are rude in way that whenever Im asking for help or query, they seem to be always having a bad day . Yes, as an employee myself in a company dealing with people everyday, I also had my bad days, either from family problems or other personal issue. But when its time to enter my workplace I tend to strip my problems temporarily to serve our clients nicely.

Idk if its the no tipping policy that makes them not treat clients/customers nicely or its just the way these people are. If it’s really a staff attitude problem then there is a problem in the hiring process. Atleast, HR must observe their employee’s demeanor because obviously this is a hotel and service is your revenue.

Date of stay: May 2024
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Patrick L
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.
Reviewed July 16, 2024 via mobile

We recently stayed at Plantation Bay Resort and Spa for two days, and while we enjoyed our previous week-long visit, this stay left us deeply disappointed. On our last day, we invited our family over to spend some time together. Unfortunately, Alexa, the manager, was extremely rude in handling the situation. We understood the resort's policy and were willing to pay the penalty, but she insisted that our visitors leave the hotel after lunch.

This was very upsetting, especially since we were more than ready to cover any additional costs. It felt unnecessarily cruel and sad to be treated this way, especially as returning guests. We hoped for a bit of consideration but were met with rigidity and unkindness.

We want to raise awareness about our disappointing experience in hopes that the resort will consider being more accommodating and respectful to their guests in the future.

Date of stay: June 2024
Trip type: Traveled with family
Thank HeyIts M
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.
Reviewed July 1, 2024

the place are beautiful but one of mgr her name is ALEXA treated my family unfairly
she ruined our 2 days vacation its offensive i felt like shes discriminated by her action she doesn't know how to treat the guest .the MONEY I SPENT THIS PLACE AINT WORTH IT.

Date of stay: June 2024
  • Trip type: Traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Traveler10700769130
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.
View more reviews