First of all, I would like to express my deepest disappointment in Mella Hotel!
It was end of August when I booked a room for October 31st.
The guy that I talked to through phone offered a Family room (since we are a group of 4) and was given a rate of Php 5,000+.
I asked if we can still apply the senior discount from the rate they have given and he said "YES". It was explained to me that to apply the discount, the reservation needs to be named after my grandmother and the discounted room rate will be exactly Php 4,050 only. With this, I immediately booked the room.
I asked (TWICE! - separate calls) for a confirmation letter for my reference which I NEVER received.
On our check in day - Oct 31, I called the hotel a few hours before the check in time to re-cap our reservation details. I clarify the room rate that was given to us, but to my surprise he told me that it is Php 5,490 (a promotional rate, and senior discount is not applicable). I asked the FOA to double check, because it was not the rate that was committed to us.
My family and I came at your hotel around 1 o'clock in the afternoon. I gave my grandmother's senior ID and a lady named Mitch "FO Supervisor" came. Obviously she didn't sort out what happened with my reservation, she didn't explained to us what transpired. She did not even bothered to ask me details. She just apologized and told me that it was already checked with the Management and that they cannot do anything in regards to my concern. All they can do is APOLOGIZE and kept on telling me that they will just cascade it to their team.
I was not even told prior to our check in regarding the changes of the room rate even though they were able to get my email address and contact number upon reservation.
NO RECOVERY ACTION WAS GIVEN.
Since they CANNOT DO ANYTHING, we just paid for the "last minute" room rate and went up to our room. Room was nice, but small. Toiletries are not complete which I think you need to improve. I went down to front desk and talked with the same lady - Mitch to request for additional dental kit and bath towel. HOURS went by but WE RECEIVED NOTHING. I have to go outside our room and ASK IT PERSONALLY to the Room attendant. That's the only time they delivered it.
Breakfast spread is limited. Again, we encountered confusion with regards to buffet rate for kid. Upon check in , the front desk informed us that the kid's rate for additional breakfast is Php 250 only. But when we got to the buffet area the receptionist was asking for Php 275. The lady at the buffet area handed to us the receipt and explained that Php 250 will be the additional buffet kid's charge if you will pay at the front desk, BUT, if you'll pay directly at the restaurant - rate will be Php 275. Which I cannot understand, what's the Php 25 difference for? Your staff didn't even bothered to explain it thoroughly.
These incidents made us FUMING MAD due to INCONSISTENCY of information you are giving to your guests - from the time we check in up until the next day. I think there is really a problem in your communication system.
Your hotel is nice, but your staff are NOT. You need to train them especially when it comes to consistency and product knowledge. DO NOT COMMIT ANYTHING IF YOU CANNOT GIVE IT TO YOUR GUESTS. This is the first and will be the LAST TIME that we will stay in your hotel. Definitely not coming back!
