We booked two family rooms, each with two double beds, for a group of five adults, including three senior citizens aged 75. When we arrived, we were told we would instead be moved to a two‑bedroom condo because only one family room was available. The staff explained that we were the last to book, so they could no longer accommodate our original reservation. The replacement accommodation was not comparable to what we booked: it had only one bathroom, one bedroom with a double bed and pull‑out bed, and another bedroom with a bunk bed and pull‑out bed. Imagine expecting three 75‑year‑old seniors to sleep on bunk beds or pull‑out beds—that is simply not appropriate or comfortable for elderly guests. To make matters worse, the refrigerator wasn’t working, and there was no air conditioning in the common area, only in the bedrooms. What disappointed us the most was that we were never informed of this change before our arrival. If the rooms we reserved were no longer available, the hotel should have notified us in advance instead of waiting until check‑in. We could have looked for other accommodations or at least decided whether the substitute was acceptable. Despite receiving accommodations that were clearly not equivalent to what we booked, we were still charged the full amount of ₱4,910 for one night’s stay. Overall, it was a very disappointing experience due to poor booking management, lack of communication, and failure to provide the accommodations we reserved. I’ve attached photos showing the family room we originally reserved and the accommodation we were given instead so others can see the difference for themselves.
Mary·Il y a 3 mois