poor customer service. pagpasok sa room amoy sigarilyo, upon checking in sa room the bedsheet ang dumi. pinalitan nga pero wala pa din nagbago, madumi pa din ung bedsheet na pinalit mukhang nilabhan pero madumi pa din nag spray din ng air freshener pero mabaho pa din AMOY SIGARILYO
Untrained staffs and supervisor named Jay. You stay 1 night, you brush off minor annoyances. But you stay 5 nights then you understand how it feels.. Most staffs are not trained of courtesy and hospitality. You have to call several times for room cleaning and they keep you waiting until 1 day have passed and come back with uncleaned room. All reflects to management's set of values. Least expectations for a hotel 1 or 2 star hotel are not met. So Im giving 1 star only.
Branch Code: 05, opposite SM North. When we checked in to the hotel, the aircon never worked. We decided to put up with it as it was not a big deal at that time. However, when guests (including children) visited, the children found the heat unbearable. So I decided to inform the front desk to get the aircon fixed. A guy came, saw the guests in, and decided to "complain" to his supervisor. The front desk called and asked me how many people were in the room. I told him about 5 adults and 3 children. He went on to say that the aircon is designed to handle only 2 people in the room. I told that when we checked in, there were only 2 people in the room and the aircon NEVER worked. He just refused to understand that and kept insisting the Aircon is only designed to handle 2 people in the room, which is utterly ridiculous. He then went on to say that he is going to charge me extra for every guest in the room. I told him the guests were not staying overnight and will leave shortly. He said that the visiting time is 30 minutes and anything more than that will be charged. I was flabbergasted. They simply can't be serious. I told him, 1, there was nothing mentioned to me at the time of check in, 2, had I known that I would have left immediately, and 3, I have travelled all over the world and that this is the only hotel that has 30 minutes visiting time for guests. I then had to ask the guests to leave the room because there was only 30 minutes visiting time. It was so insulting, embarrassing and humiliating to ask the guests to leave, especially the children, who could not understand when they were asked to leave the room so suddenly. This is the WORST hotel ever. And to top it all, the aircon was never fixed for the remaining stay. Stay away from this hotel or you will risk getting humiliated. I even sent a SMS to Ronald Ondoy, but NEVER got any reply from him. AVOID THIS HOTEL LIKE THE PLAGUE.
Nice place and amenities. Clean room. Staffs are very are nice and approachable. Foods at riviera cafe are so delicious and affordable. We enjoy the overnight stay with relaxing music at the lounge. Nice!
When we got inside the hotel, as I approached the reception, even though there were 2 lady staff and manager present, I have to call their attention as they are so engrossed with their storytelling and not minding the guests in front of them. When I finally got their attention and told them of the booking I made online they asked for an ID and told me to sit down first and wait for my name to be called again. I was watching them, and the girl who took my ID doest seem to be in a hurry taking care of our booking, took a while when she called me out. When I approached her, she asked me to sign the admission papers in front of me, I saw a photocopy of an ID of a different person along with the papers she was asking me to sign, I said this was not mine but she insisted that it was for me since name written was mine. I said look again, this is not the id I submitted to you, she just laughed and said "ay mali" not even apologizing. They are so unprofessional. When I finally got the key card, we proceeded to the room. When we opened the door, we were greeted with a stench, and noticed right away that the beds looked undone. The sheets are stained and dirty. The pillows looked too old and falling apart. My daughters complained of the smell and I called reception right away if we could have another room but refused and was told that they are fully booked. So we have no choice but to accommodate it. Overall the experience was terrible, aircon inside room was leaking, bathtub can't be used because it's broken. And the breakfast was too cheap, not too many choices. We will definitely not coming back.
