“HORRIBLE. My family failed to record the cockroaches on video because anyone's reflex was to run, obviously.”
A LOT. I booked this for my family in the Philippines for my son's birthday. The family villa alone was worth 80,000 pesos and I was not allowed to book the villa for more than 10pax so i was compelled to book another smaller villa. To my family's surprise, when they got there, the family villa alone can actually house 25pax-50pax. Check-in process took an hour because of lack of coordination and lousy system. I even had to facetime them because they couldn't find my authorization via email which they later did when in fact, they could have prepared it ahead of time. Summary of Guest Feedback / Reservation Concerns (My sister's account of their 2-night stay) Summary of Guest Feedback / Reservation Concerns It was my nephew’s birthday, and unfortunately, what was intended to be a special occasion was significantly affected by several issues involving check-in, room hygiene, maintenance, kitchen facilities, electrical safety, and customer service. While Robert Ponce was particularly commended for being accommodating and responsive, the overall experience highlighted significant operational and coordination gaps. Key Concerns 1. Check-in / Internal Coordination Check-in was significantly delayed due to issues concerning the authorization letter and identification requirements, despite the necessary documents having been submitted in advance. The manager and front desk were unable to resolve the matter efficiently, pointing to a clear internal coordination and ownership issue. 2. Customer Service SIP Gili was perceived as unaccommodating and unprofessional, with limited attention to the guests' concerns. The situation was not effectively managed by the front desk and management. In contrast, Robert Ponce was very accommodating, responsive, and instrumental in resolving the immediate concern. 3. Room Hygiene A persistent foul smell coming from the kitchen was reported twice but was not properly investigated initially. They just sprayed air freshner but the foul smell did not disappear. They didnt exert effort to find out what causes the foul smell. (Amoy utot)We instead went out of our way to diagnose the problem and find out where the foul smell was coming from. We located the source inside the cabinet underneath the sink, which was found to be extremely dirty and infested with cockroaches. As soon as the cabinet was opened, cockroaches started coming out. The condition was highly unhygienic, extremely disgusting and raised serious concerns about sanitation and possible food contamination. 4
Maria·Un mese fa