18 Suites Cebu Reviews

Good day! Mr. Cahill, I hope this message finds you well. We would like to extend our sincerest apology for the inconvenience that has caused your remaining 2 days stay. We made an initial investigation to all the staff involved and they already accepted their mistakes and was reprimanded by our HR dept. As per our further investigation, it was just an honest mistake done by our staff as they didn't notice the " Do Not Disturb " light was on due to the sun lightning coming from the window. ( this was also the reason why we double checked it and confirmed the DND sign was on ) The front desk that you spoke with was still a trainee and mistakenly write " make up room tomorrow" as what he heard from you that you agreed upon as per our front desk staff. With regards to as why the HK staff didn't leave the room right away, yes they heard you through your webcam but since they already strip out the linens, they just want to return it back before leaving the room. We already discussed this with you beforehand regarding our housekeeping Policy as to maintain the cleanliness in our facilities and about this matter personally. Again, what the new staff did was just purely an honest mistake and we hope to seek your enlightenment on this matter. Rest assured that all our staff are honest as we do not tolerate any form of malicious mischief. This will also serve as an eye opener for us to further enhance our staff training to strengthen more our capabilities in serving all our guest needs and make them feel safe and secured of their stay with us. We promise that this kind of matter won/t happen again in your next visit and to all our future guest. We thank you and appreciate for taking time with your feedback to further improve our services. We hope to see you again in your next visit.

Hi Ma'am. Hope this message find you well. Our apology for late reply. We are truly sorry for your frustration about our service, however with regards to the massage please be informed that we are only a 3rd party and the therapist do not work directly with us. We only call for a spa clinic if the guest request for a massage from us. All our guest has an option to call a therapist on their own or should they wish to request it from the hotel. All prices given is base on the Spa clinic rates . we only add a very minimal service charge fee if the massage is book on us as part of our 3rd party agreement with the Spa clinic. With regards to the commission or salary of the therapist , the hotel is not held responsible or liable about it since we do not have a contract with them and we are only a 3rd party and the therapist dos not work directly from us. We already call the spa clinic and informed them about your concern. About the stained linens, already check it with our team and made sure this matter will be discuss and reprimanded. Please do note that part of our terms and conditions written in our registration form is that " stained linens will be charged accordingly " with this , our staff was just following our policy. We are very sorry on this matter and we do our best to resolved any issues or concerns that made confusion between our guest and staff .about our policy. Thank you so much for your comment as it enlighten us to serve all our guest with a better customer service.Hope this will not be your last stay with us as we ensure that you will not experienced this kind of service again. Thank you once again, and have a good day!

Thank you for bringing this to our attention. We apologize for the less-than-quality customer service experience you had during your stay. We are looking into this to determine how we can improve as customer service is something we pride ourselves with. Rest assured, we will be reinforcing the training of our staff.