Check in:
1.We Arrived at 7am, and so I checked in:
Receptionist: You're room will be ready at 2pm (trying to smile.. FAKE smile!)
Me: oh..(sad face) 2 pm.. is it full today?
Receptionist: No
Me: hmm is it ok if we can we have an early check in coz we have a kid that is really tired and very sleepy. (sweet tone)
Receptionist: No ma'am I'm sorry (no more smile and looks irritated)
Me: oh.. is it really not possible?
Receptionist: No if you really want to have an early check in then it is possible but you need to pay the half day rate
Me: Whaaaat? I mean I know the policy of hotels but I've been to hotels far better than this hotel who lets us have an early check in. And also we stayed at Radisson Blu in Cebu City a few weeks ago with the same early flight that we took today and they let us have an early check in and at that time there were already so many people in their lobby that gives me the impression that the hotel is nearly full (but they still accommodated us) while you confirmed it yourself that this hotel is not full and not a single guest loitering. (Still trying to be calm)
What irritated me was her answer
Receptionist: Excuse me ma'am (with a raise in her voice and this time looks really irritated) that's not possible (pertaining to what Radisson Blu did, as if having an early check in is a criminal offense and very impossible for other hotels to offer it.)
Me: I think it's not right to argue with a guest especially if you can't provide them with what they are asking. We will just go back at 2pm.
Receptionist: (She apologized but you can see that it was a half hearted one) Here are some welcome drinks for you and your companions.
2nd incident: (3rd day)
We were 5 in our group and since my brother went to the beach super early he told us that he will just follow us in the buffet area. Receptionist gave us a table for 4. We said that we are waiting for my brother to join us but she just ignored.. so when my brother arrived, he doesnt have any chair... they just looked at us and did nothing. So we called up one waitress and asked if we can now transfer to another table. She left us and informed us that they will look for one.. When she came back she told us that there is an available table but its located very very far from the main breakfast/buffet hall, in fact it is literally in another restaurant with connection with the main one. And since we dont have any other options, we agreed but I already noticed that there were so many other tables available in the main hall.. So on our way to the table that they offered, there was this waiter who asked them why they are taking us there (referring to the other restaurant).. let them sit here pointing towards a table located in the middle of the place... yaaaay! and so we sat there... but here's the catch, I saw how hesitant the two ushers were to let us sit on the table suggested by the waiter.. they even looked at each other and talked in cebuano dialect and sounds like they were pissed off.
3rd incident: (3rd day before check out)
At 9 am, I called the front desk ans asked if we can have a late check out.. I know what their answer will be but I'm just hoping that they will at least make up for the first day.. But as expected the answer is no, they said we should be out by 12 noon. Fine. I didn't argue anymore.
And so at 11:45am the phone rang, from the front desk:
Front Desk: Ma'am we would just like to remind you that it's already 11:45. Check out time is ar 12 nn. So you need to check out soon.
WHAT THE FUCK!?????? First hotel ever to remind me to leave the room ASAP!
Me: (really annoyed voice) Yes, I know that already.
Front Desk: (Sensed that I am already annoyed) offerd this-- Would you like us to send someone to help you with your luggage?
Me: No, we can manage!. Bye!
Good points:
1. If you are a foreigner (especially Koreans) then you will enjoy this hotel because 90% percent of the guests are from Korea.
2. Water park is fun.
3. The room is clean.
4. Amenities are great.
5. They offer so many choices in the buffet breakfast.
Bad points:
1. Very poor customer service!
2. Although there were so many choices in the Breakfast buffet, the tastes really is blah! Even the mangoes are so sour!!! shame on you for giving the impression to foreigners that Philippine/Cebu mangoes are not good! If it's not sweet then don't offer it at all!
3. Beach is so small, you really can't do anything.
4. Very far away from the city, it will cost you around 300 pesos to reach ayala center.
5. Most of them are VERY RUDE!
Overall experience- BAD! Why? Because no matter how nice your hotel is, if you lack customer service then it will leave a bad impression to your guests. Take for example the check in incident we encountered, if the receptionist at least assured us that she will do everything to make it earlier than the 2pm check in time, it will make me feel more important and valued. But since she argued with the guest instead, she gave me the impression that the hotel is all about the money and so I will definitely not recommend the place.
There were already 12 people who asked me how the Imperial Palace was.... and I told them my experience and that 12 people I know will tell another 12 people they know about my experience and so on. I just cant get it why they cant accommodate us when there won't be any loss for them because:
1. Hotel is not full
2. Techinically, the available room is already our room for the whole day.
3. They will not clean the room twice anyway so why not let us use it.
And also, the nerve to remind us to vacate the place at exactly 12!!
I have never experienced this kind of treatment in any hotels I visited... and modesty aside I visited a lot, from 2 star to 5 star hotels in different countries. For the price we paid, we should have stayed in Shangrila Mactan, it's just that there were no available room on our second night.
But anyway, this is based only on our experience. It may be different from yours so if you want to try them then by all means.
But I will definitely not recommend it to my friends and loved ones.. :)
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