3.5/5
Update:
Thank you to one of the managers, Raffy, for handling these stressful issues with such gracefulness and courteousness. He was very empathetic and understanding in regard to the complaints that we made. He listened to our heated complaints and handled it professionally.
Honestly, I was pissed. But again, he was very kind and understanding, and I could tell he was actually listening, and was able to take a lot of weight off of our shoulders.
We were able to get our rooms on the third floor soon after we spoke to management. Joseph also genuinely apologized profusely to my mother the next day for the inconvenience and admitted his faults. You would never see this happening within USA / Western customer service - they wouldn't care enough to apologize and would get away with it. I have worked a lot of customer service jobs in the USA to know this.
Unfortunately, the rooms that were originally booked on the first floor were more expensive than the third floor, so we were left over with extra balance in our account as they were not able to refund it - although I don't necessarily blame them. This is the case with refunds in the Philippines. You most likely will never get them when it comes to certain services.
Other than that,
The staff has been extremely kind and accommodating towards us even after the stressful incident / that happened before we were able to check in.
The location is honestly so perfect as it is right next to the beachfront. It's also right next to a Jollibee, Chowking, and Mang Inasal if you want to cheap out on food. The hotel has a breakfast buffet every morning, and it was very good!! The rooms are actually quite nice too. The two pools are also very nice, although the pool on the third floor is way better due to the view of the beach. The first floor has rooms that are connected straight to the pool, which is nice.
We really appreciate the helpfulness and understanding towards our very stressful situation. Thank you Uptown.
original review below:
Expect to be disappointed by the "customer service". There is none.
Nice place, but this is probably the worst customer service my family and I have experienced.
My mother upgraded our suite under the impression that we were going to be given a room on the third floor, next to the pool. We didn't want the first floor pool because of the lack of privacy.
My mother SPECIFIED she wanted a room on the third floor. I verbally heard her say this in tagalog - to make things clearer. They said there were rooms available, and that we just needed to wait for them to be cleaned.
After 1-2 hours,
They gave us a room on the first floor instead, so we went back to the person who was "helping us", (his name was Joseph) and tried to insinuate that it was her fault, saying that they confirmed twice. He was essentially gaslighting my mother. Obviously a lack of communication skills from the person who was "helping" my mother. Now we have to wait another 1-2 hours for our room on the third floor
Instead of making excuses trying to claim it was our fault, and gaslighting my mother, can you just fix the issue and apologize? He was very rude. Very passive aggressive.
My mom literally specified her request and was very clear with what she wanted. And they tried to imply it was her fault, instead of apologizing. Joseph ended up giving a half ass apology.
I do not recommend this place whatsoever. I don't expect much from these places since I am from the USA, but this experience was just straight up irritating - most especially since we were tired, and waiting to rest.
Joseph, don't try to blame the customer when it was obviously your fault. Don't expect anything at all from this poorly managed establishment.
This was unacceptable, and ruined our first few hours of our trip. Thanks a lot. read more