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Reviewed July 2, 2018 via mobile

My friends and I always booked Prism Hotel whenever we have get together or special events to attend to in Pampanga. Last June 30, again, we booked their 3 (for 8pax) bedroom suite through Agoda for get together. After having our dinner at Frienship Road, we went back to the hotel to continue our bonding when suddenly we heard a gush of water coming from the pipe in the sink of the kitchen. The water went all the way the living room and one of the bedroom. So, the staff decided to transfer us to another 3-bedroom suite. We were okay at the new room (since it's the same room category as the one we booked). After being transferred for about 10mins, the power on that room turned off. The maintenance fixed the circuit breaker and so electricity was backed again. Since, we felt that there was something wrong in the room, we went to the Front Desk to request if they can transfer us to other room/s with almost the same amenities of that the room that we booked. They offered us 2 rooms. The 2 rooms were okay with incomplete facilities and of the lower price (combined)as that of the room initially booked. Since, the purpose of staying is for us to bond, we decided to stay at the 2nd room, but again, the power turned off again. We even heard their Maintenance staff said that "sira talaga room na yan mula nung ginawang power card". Because of that, we went back to the Front Desk and requested that if they will transfer us to lower room category, they should at lease refund us of the difference in the rate. We got more irritated because their FO (Angelica) insisted that they cannot do refund since the room she's offering us is almost the same rate as that of what we booked. We asked where did she based her rates, she showed us another room rates that she got from the other office. (Pictures shown: Pink Room Rates is the one available at their counter and Green Room Rates is the one that she got from the other office). She's insisting that she cannot do refund. We were asking for a Supervisor or Manager but she mentioned that they do not have one but one of HK staff called her in the other room to talked to someone on the cellphone. For us to take a rest already, we insisted to give us 2 studio room and 1 studio executive which is almost the same rate as that of the room that we booked. We were able to go inside the room at around 1230pm, after more than one hour talking to them.
Worst experience and handling of the situation. We understand that the incident happened at the 1st room was no one's fault. But we were so disappointed on how they handled it.
1. No one from the staff express an apology on the incident.
2. They transfered us to another room (2nd room) which they knew was not working well. Add it up, the bathroom was not clean when we transferred.
3. We booked their highest room category. But what they are offering us initially does not even compensate our initial booking.
4. When we were requesting for a refund, she got the green room rates which was not being used for booking. We saw a walk in guest booked earlier with the rates stated in the pink form.
5. Angelica was more concerned on her system and how to do adjustments more than us being transffered ASAP. We talked to her for more than 1 hr.
6. No one assisted us during our transfer. They just told us the room.
7. The staff (Angelica and HK staff) looks so irrirated that we are complaining. No one showed empathy that at 10am we were not even sure which room we are going to rest.

Staff should shows empathy to the guests.

Date of stay: July 2018
Trip type: Traveled with friends
1  Thank rosariofrancisco
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed June 4, 2018 via mobile

I came for vacation and my family and I stayed here. The area is clean and beautiful. The spaces have been maximized very well. If you are travelling with senior citizens, 2nd floor is not recommended because of the stairs. Pool is nice. The front desk who checked us in is accommodating unlike the one who checked us out. The room ac is not cooling thats why we were transfered to another room. The resto is 24 hrs. Sisig is the best dish here but quite pricey. Over all stay is good.

Date of stay: May 2018
Trip type: Traveled with family
Thank CVGK95
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed May 20, 2018 via mobile

The rooms are spacious, clean. nothing to complain. they have pool outside enough to accommodate guests.
i recommend to others. staff are very accommodating. worth your money.
it is accessible to fast food restaurant. mall. atms. night life.

Date of stay: May 2018
Trip type: Traveled with family
Thank James S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed March 9, 2018 via mobile

Stayed here November of 2013. This was a very simple and clean place to stay. It's away from the busy streets of Angeles but not far.

The staff were very friendly, room service was great as well. I would recommend this place.

Date of stay: November 2017
Trip type: Traveled as a couple
Thank jhibaler
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed December 18, 2017

i stayed there and on e thing i liked is that the room is huge. it is fit that you can even use it as a apartment. i also liked the fact that the walking distance from the room to the pool to the reception and parking is very short. no sweat. also i like that it has a kitchen in side the room. and the privacy is good also because each two room has a stair. meaning there's only 1 rooms that will possibly go up your stairs. bad thing that the cleanliness is very poor. ants in troop line and cockroaches are running on the corners.

Room tip: best to get 2nd floor rooms for privacy
Date of stay: December 2017
  • Trip type: Traveled with friends
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank ericcI1132AJ
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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