Anna P. P.
Sep 27, 2018 - Business travel
Rooms are clean and affordable, worth the price. But, front desk staff were horrible. I booked a single room but was unexpectedly accompanied by my partner when I arrived at midnight. When we got there, I was asking for an extra bed because a room upgrade was too expensive, yet they didn’t have any extra beds. It was fine though since we were leaving early in the morning anyway. The graveyard staff said it would only cost us P350 for the extra person inclusive of a pillow, towel, and breakfast. When we were checking out, the morning staff asked us to pay P900 total (aside from my online payment). I calmly asked her to give me a breakdown of that bill, yet she couldn’t explain the fees properly. After several minutes of discussing, she started swearing to herself, probably out of stress. Though she wasn’t cursing at me directly, I found it very unprofessional for someone in her position to act like so. She also asked me to look at the bill breakdown on her computer (which still didn’t compute to P900 in total), and was telling me that “they” have already given me a discount through my online booking, implying that “I owe it to them” for the discount. As a paying guest, we should never feel like we owe the hotel anything for discounts they offer online. It’s basic courtesy. Offer something, but don’t make your customers feel like they owe you for it. These were all aside from the fact that she kept side-eyeing me and giving me a very rude tone, despite my efforts to remain calm throughout the conversation. In the end I had to walk away to calm myself down too. I told her to keep all the money first and compute everything on her own, hoping it would help her concentrate. On my way back to the desk, she asked someone else to hand me the correct change instead.