We stayed here for our wedding night 4 years ago and pre-booked and prepaid for a deluxe suite for our anniversary yesterday .
The elevator was filthy. The room was filthy. The bathroom was mouldy and the walls of bedroom were marked and scratched. Window tracks full of accumulated dirt. We could not bear to stay there. Returning to lobby to speak with manager we were refused a refund since we paid through Agoda. Great anniversary Terrace Hotel ! Thanks

This is our 1st very worst experience in a hotel, EVER! (DEC.24-26, 2017)

We've experienced to stay in almost all of the hotels in SUBIC and this is our 1st time to encounter such a very bad experience. We 1st stayed here last Feb.14, 2017 (overnight only). We stayed here for a short time only since we are outside celebrating valentine's day and the next day, we check-out as early as 6am.So our only complain then is that their bfast is really NOT GOOD, limited choices. We stayed at the terrace suite(in their website, they said the suite includes WELCOME FRUITS, but we didn't knew it until we checked-out, so we just let it pass by, NO WELCOME DRINKS also).

Few months later, we decided to stay here again this Christmas(with my family again) coz we want to experience to swim in their rooftop pool and to stay here longer since we only stay here for a very short time on our last stay. Upon arrival, the front desk officers are not really welcoming,don't smile that much and are only asking for the full payment.My mother said if we could rest first since my father is really tired that day, the reception said ok and let us fill out a form, and that's it. NO WELCOME DRINKS AGAIN(the reception the next day told us that they have welcome drinks,but for the 2nd time of our stay,there was none again). Then we went on our room,this time, we checked if there's already welcome fruit that is stated in their website,again we found NOTHING.We need to request it to their staff and even show them their WEBSITE to let them see that it is stated there. It so disgusting when simple things like that stated in their website is not there when you get there.

The next morning (DEC.25, 2017-CHRISTMAS DAY!). We REQUEST at the reception if we could take our 2 breakfast coupon for tomorrow in advance(dec.26) so we could eat altogether(we are 4 in the family) that day-we already have 2 breakfast coupon for that day dec.25 plus the 2 breakfast coupon for dec. 26-we did not purchase for extra bfast since our plan is to just advance the next 2 bfast coupons, because the next day, my father will be leaving so early(around 5 am) and we will not be able to eat bfast also since we have some errands to do- and since it is CHRISTMAS SEASON, we assume that our SIMPLE REQUEST be granted since we are just advancing the 2 coupons, also everytime we stay in SUBIC, we almost always check out very early so we are always requesting for either early purchase of our bfast, or if they could packed our bfast just so we can consume it since it is included in WHAT WE PAY(our request is ALWAYS GRANTED IN OTHER HOTELS). But the reception insisted that they have rules and you can only purchase the coupon on that day only, and cannot make an advance for the last 2 coupons. We told her if maybe they could give us consideration since it is CHRISTMAS and almost all of the hotels we've been through has always granted our request. But she is really as HARD as a stone,the answer we were expecting is that "wait ma'am i'll go check it" we even ask if we can talk to the manager but she said that there's no manager because they are on LEAVE,I ask maybe you can call her/someone to ask about it, her reply "it's too early to call them". SO if there's an emergency for example, if that's a different scenario, there will be no senior/manager around that you could talk to especially if it's too early-very unprofessional manner that we can't talk to anybody superior to the front desk officer to talk to our matter. We leave them and went to jog for a while.When we came back,my brother ask AGAIN if they can consider our VERY SIMPLE REQUEST but then it's still a NO. The staff now manages to call the manager-thank goodness! but the manager said that it's really their policy and they will just give us discount. To our disgust, we didn't accept the offer because we dont need the discount, what we only want is to HAVE A BREAKFAST WITH MY FAMILY AT THE SAME TIME USING THE 2 COUPONS ON THAT DAY AND THE 2 COUPONS ON THE NEXT DAY--again since our father will be leaving early the next day, so might as well use it that day. Because of that, our CHRISTMAS VACATION IS RUINED. We can actually pay for the extra bfast if we want, but we requested to use the coupons so we can eat at the same time and also praying for extra bfast that day is only a waste of money because the next day we are out, so we really want to use the other 2 coupons in advance. This is the first time that our simple request is not granted. FIRST TIME!! We ate bfast outside instead. Our parents use the 2 coupons inside their bar. The next day, we asked if we could just have our bfast packed coz we have to go somewhere else early (in other hotels, these simple requests are granted to us WITHOUT HESITATIONS by the front desk, they don't even ask their managers about it--that's how simple it is in OTHER HOTELS). Again, they said NO! They said they have policy again. We KNOW THAT ACTUALLY, but in every policy, there are exemptions and you will understand that if you will use your heart to understand your guest and not just stick on your policy!!! Where is your heart guys? My mom then said all the problems we encountered during our stay and them not having considerations unlike in other hotels, fortunately after all the talks,they grant our request--why on earth we have to do all the talking just so you can grant our request. This is actually a simple matter but it’s a big deal for us because of this, why will we recommend this on others? If with simple requests they don’t have a solution for it. Also, all the minor problems that we encountered if you add it all, it makes your stay very unpleasant. To add, we also had a problem with the keycard. We were really tired that day and we encountered that, we need to go back to the ground floor for help-what a hassle! Also, their room lights are very limited, it’s so dark during the night. Their towels are not good as white, it’s like a very, very old towel-dirty white in color-maybe consider buying new ones. There are no bathrobes on our stay too.
However, I would like to give good credits to their other staff like those carrying our luggages, doorman, housekeeping and security. They are the ONLY ones with the good behavior and professional. They smile to us and are very accommodating. When we request something to the housekeeping, they somehow attend to us immediately. I would actually rate their hotel as 1 if not because of their "other good staff".

Overall, NOT COMING BACK AGAIN. Will not even recommend it to our friends.