We really loved the location, scenery, and the room itself! Staff was very nice - from the kitchen to snorkeling staff. Great snorkeling tour and great food! We had a great time despite the incidents that did occur with the management.
TLDR: anything you arrange with management, get the amount in writing, the name of the person telling you this and this signature on a piece of paper as management is dishonest, arrange your own airport pickup, keep cash on you to settle the bill. Staff is extremely nice!
1. We arranged a pick up time for the evening (after 9 PM) but no car ever came to get us. We were a larger than normal group so finding a van on our own proved quite difficult and I believe we got lucky that night. The hotel is 3 hours away from the airport. We called and texted multiple times and when we finally got a response we were told no car had even left the hotel to come pick us up. We arrive 2 AM in the morning, absolutely exhausted, yet happy to be in Moalboal. The next morning we go to the management to find out what happened. Turns out they were changing management and someone made a mistake. Instead of being apologetic, he was quite defensive and we finally mustered the courage to ask that we at least get our way back to the airport covered which they agreed to.
2. We arranged with the management to go snorkeling. We were quoted a certain price that morning that different members of our group confirmed several times. We just should have gotten it in writing I suppose. We were told when we returned to settle our bill that in fact we were quoted the wrong price as the management thought that it was 3 people and we brought extra people on board. Of course we were very confused since we all showed up at the same time to ask what the price would be total and there was always 5 people going and everyone had confirmed the price total was for 5 people. Still to this date I am very confused why they would think it was any less. Regardless, the snorkeling staff did expect 5 people to come on the tour so clearly management was aware that all 5 of us were going. Regardless, we were quoted a price before the activity and were told something quite different much later after the activity was over. We think the management should have honored what they initially quoted us and clearly there was disagreement amongst the management themselves.
We were then told by one of the managers we were right there was confusion and wouldn't be charged for confusion on their end.
3. We had the misfortune of staying there during the management change. New manager did not agree with the woman who agreed not to charge us. And that woman had moved on to her next job no longer at the hotel. This was the breaking point as we were very tired of being lied to by the management. We actually really loved the staff and this was just getting exhausting. Upon our comment that we were tired of doing this and would be leaving a review we were told, "Oh so now you're threatening me?" and "Just enjoy - you're on vacation." (actually we were students working in the country so while we were on vacation in that moment, we didn't have endless funds. Never have I been told quite rudely that I should be prepared to spend endless amount of money and not worry about how much I spend because I am on vacation). And when we bring up the fact that we have been dealing with incident after incident as the pickup from airport was the first incident we were told, "well we already apologized, what else do you want?"
4. We settled our bill - and included a hefty tip for the snorkeling, kitchen, cleaning staff as everyone who was on staff was quite nice and very helpful (especially with dietary restrictions). One of the managers came and knocked on our door and said, "I see you all are actually nice and left a tip, would you like that money back?"...I don't even know what occurs to someone to think that - yes by the way we are not monsters. We of course would leave a tip for the people who helped us and were kind to us. Of course, does management think they were in the wrong at any point? No.