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“Best service I've ever experienced” 4 of 5 stars
Review of Marco Polo Plaza Cebu

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Marco Polo Plaza Cebu
4.0 of 5 Hotel   |   Cebu Veterans Drive | Nivel Hills, Lahug, Cebu City 6000, Philippines   |  
Hotel amenities
Ranked #4 of 78 Hotels in Cebu City
Certificate of Excellence 2014
Manila, Philippines
Senior Contributor
24 reviews 24 reviews
11 hotel reviews
Reviews in 11 cities Reviews in 11 cities
29 helpful votes 29 helpful votes
“Best service I've ever experienced”
4 of 5 stars Reviewed August 12, 2013

We stayed one night at the Junior Suite. The view from the room is breathtaking. I think that when booking a room, you have a choice between ocean view or mountain view. We had the ocean view. Room was very clean, bed comfortable enough. Bathroom was moderately sized. However, the shower's temperature would sometimes fluctuate, but a letter from the management was left in our room saying that repairs are currently being done to address that.

As for the amenities, we had access to the Continental Club, which is the top floor of the hotel with the most amazing view of BOTH the ocean and the mountain. Perfect spot for taking photos. Complimentary snacks and cocktails were also served there at certain times, but refreshments were available the entire day. The hotel also has a medium-sized pool, but my only complaint is that construction workers from a building being constructed nearby were watching the swimmers. Awkward.

The location isn't so bad. About 25minutes by cab (around PhP125) to major historical sites, and a little less for Ayala Mall, though SM is a bit farther. Anyway, Marco Polo also offers shuttle services to, from and among the malls every few hours, making more trips than most other hotels, so that was convenient as not only were we spared the taxi fare, we were also able to ask the shuttle to drop off our purchases at the concierge.

I must say though, the most commendable aspect of my stay in Marco Polo Plaza was the service. I've had the pleasure of staying many 3-, 4-, and 5-star hotels all over the world, and although usually, 4- and 5-stars have especially friendly and helpful staff, the efficiency and cheerfulness and Marco Polo has been the best I have experienced so far. All the staff I've interacted with would go the extra mile to cater to my requests, even anticipating them before I asked, and all done with a pleasant smile that truly makes you feel that they love doing their job. Particular props to one of the butlers in the Continental Club, Isidro A.

Over all, very good stay and definitely recommended. :)

  • Stayed August 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OnNivelHills, General Manager at Marco Polo Plaza Cebu, responded to this review, August 18, 2013
Dear takemegalaxy,

Greetings from Marco Polo Plaza Cebu!

First of all, let us thank you for lauding our brand of customer service through writing this review. Being branded, “The best service ever experienced” amongst all your hotel accommodation experiences inspires us even more to be the best in what we do in this industry. Kudos to our associates!

We are glad that you immensely appreciated the luxury of the Continental Club where you enjoyed the Food and Beverage amenities as well as the panoramic view of the beautiful city of Cebu.

Thank you too for mentioning the area that needs attention at the pool area. We are taking note of this operational aspect.

Lastly, it is our pleasure to note of your recommendation of the Marco Polo Plaza. This definitely helps tourists and travelers looking for outstanding hotel accommodation in the city of Cebu.

We hope to see you and your friends again on your next Cebu trip!

Sincerely,

Hans Hauri
General Manager
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487 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Zurich, Switzerland
Senior Reviewer
10 reviews 10 reviews
8 hotel reviews
Reviews in 9 cities Reviews in 9 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed August 11, 2013 via mobile

Rooms are large and clean. Gym is excellent. Bar at the top floor is fine with good choices of wine and cocktails. Staff is nice and friendly. Location in my opinion could be closer to the center, but the view is nice. Concierge services were fine.

  • Stayed August 2013
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OnNivelHills, General Manager at Marco Polo Plaza Cebu, responded to this review, August 18, 2013
Dear tba_77,

Greetings from Marco Polo Plaza Cebu!

Thank you for finding time to write a review about your stay at our hotel. We are glad to know that you generally enjoyed our accommodation, services and amenities, especially the wonderful panoramic view of the city which is one of our hotel property’s premiums.

We hope to see you again on your next trip to Cebu!

Sincerely,

Hans Hauri
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Palma de Mallorca, Spain
Contributor
15 reviews 15 reviews
8 hotel reviews
Reviews in 11 cities Reviews in 11 cities
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed August 10, 2013

the hotel is located at the top of a hill, the building is old and during the day there are plenty of noises from nearby refurbishing's and new wing construction, quiet at night. The breakfast buffet was adequate and the service pleasant. the rooms are not that nice, they are in need of redecoration, nothing done for years and although clean the decoration is old, careful with the bathroom floor when wet, it is extremely slippery!!!

  • Stayed August 2013, traveled on business
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OnNivelHills, General Manager at Marco Polo Plaza Cebu, responded to this review, August 19, 2013
Dear nagube,

Greetings from Marco Polo Plaza Cebu!

Thank you for writing a review about your stay at our hotel property. We value your comments and observations and we do our best to improve guest experience.

May we then take this opportunity to share with you information about our on-going room renovation project. It aims to give a modern atmosphere, integrating new trends in furnishing styles, as well as improvements in bathroom and lighting design. We look forward for its completion at the end of the year. We apologize for the inconvenience that this project has caused as well as the on-going construction next to our hotel. The latter is a new development, part of the Mixed-Use facility that is going to be enjoyed by future guests of Marco Polo Plaza Cebu. It includes jogging tracks, rock-climbing walls, a Zen garden, and a lot more luxurious facilities.

We hope to see you again in your future business trip to Cebu!

Sincerely,

Hans Hauri
General Manager
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Shaoxing, China
Senior Contributor
25 reviews 25 reviews
21 hotel reviews
Reviews in 12 cities Reviews in 12 cities
24 helpful votes 24 helpful votes
3 of 5 stars Reviewed August 9, 2013

If choosing to stay at this location beware that simple tasks at the hotel may take up to 8 hours to achieve the goal.

Food wise the meals are not cooked as per the paying guests requests which is extremely disappointing as considering the cost associated.

Rooms are old and dated but ok

Room Tip: choose city views
See more room tips
  • Stayed August 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OnNivelHills, General Manager at Marco Polo Plaza Cebu, responded to this review, August 19, 2013
Dear Matthew b,

Greetings from Marco Polo Plaza Cebu!

May we sincerely apologize that your stay with us did not seem to meet your expectations. We thank you though for pointing out the areas that we need to look into, as we aim to be consistent in providing outstanding customer experience.

At this point, may we share with you information of our current room renovation project. The objective is to offer modern atmosphere in accommodation with the integration of new furnishing trends, bathroom improvements and lighting design. Some floors are already operational and we look forward for the project’s completion targeted at the end of the year.

We do hope to see you again here at the Marco Polo Plaza on your next trip.

Sincerely,

Hans Hauri
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Las Pinas, Philippines
Senior Reviewer
9 reviews 9 reviews
9 hotel reviews
Reviews in 6 cities Reviews in 6 cities
12 helpful votes 12 helpful votes
3 of 5 stars Reviewed August 5, 2013

Marco Polo, even if old, has maintained its place as a 4-star hotel in terms of amenities and appearance. Rooms are big with comfortable beds, with nice view. Food is always good. The swimming pool is cozy and kid-friendly. They have a spa with reasonable prices. Live music, as this hotel is known for, is still its main attraction. There is live music by the pool and at the lounge. There is also a roofdeck bar with a very good view.

Now for the hiccups. First, they will charge you corkage fee of at least P500 when you bring in cooked food. We are a group of 17, 10 adults and 7 young kids. Our flight was delayed by 4 hours, and we thought of buying from KFC on our way to the hotel since we were all hungry just want to settle in the rooms and relax as soon as we can. We have stayed in many other different hotels locally and abroad, but we haven't experienced yet a hotel charging you for bringing in cooked food. So we were surprised by this policy, especially that they did not disclose this in their website or any other write-ups for their hotel. You will only be given this notice after checking-in. After some discussions, the manager allowed us to bring in the KFC food without charge on the condition that this will only be for this time.

Next issue, we paid for 7 Grand Deluxe Rooms through Agoda. Upon check-in we were given 5 Grand Deluxe Rooms only and 2 Deluxe. I know that these 2 are Deluxe only since it specifically states in their website that Grand Deluxe Rooms are from 19th to 21st floors, and Deluxe are from 8th to 18th. The 2 Deluxe initially given to us were on the 11th. With exhaustion creeping after the long-delayed flight, we just accepted the rooms without argue. When we were settling in the rooms, we have to request for one of the Deluxe Rooms to be transferred to the same floor as the other Grand Deluxe Rooms were since this will be occupied by kids. This was immediately granted by the Front Desk after we made our request. However, maybe a couple of hours after settling in, we realized that we can actually transfer the other Deluxe Room left with us since we actually paid for Grand Deluxe and not just Deluxe. So again we requested for the last one Deluxe Room to be transferred to an upper floor (Grand Deluxe floors), but this was denied with a reason that they have no more rooms left for these floors for that first night. We did not want to ruin our reunion/vacation and so we didn't bother to argue again with whoever was in the front desk, we just let it go. We just asked that they transfer this last Deluxe Room to a Grand Deluxe the next day, and this they granted. Transferring this room the next day was another story. Check out time was 12nn, but they were only able to transfer the last Deluxe Room around 4pm, and only after several follow-ups. I cannot understand this since, 1) We reserved and fully paid 7 Grand Deluxe Rooms 3 weeks in advance, and 2) I saw some rooms in my floor (21st floor) without guests during the first night, and on the 2nd day I even saw some guests checking out (they were carrying their bags out of the rooms).

Upon check-out, we were charged for an extra bed in one of the rooms for 2 nights which were not given . The Front Desk repeatedly asked me if there were a 3rd person in the room which may be the reason why we're charged an extra bed. I also repeatedly answered that that room only has 2 adults (a couple) with a 3-year old daughter. After several calls to housekeeping, the extra bed charge was cancelled.

It's really difficult to travel with a large group, and it will be more stressful if the hotel would give you more issues to think about. I frequently go to Cebu, and I want to try out many different hotels there. I just hope Marco Polo Cebu would re-evaluate some of their operational policies. I would commend some of the hotel staff though. Some, especially with their room service and housekeeping, really takes service to heart. Front Desk is more of a "needing improvement".

  • Stayed August 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OnNivelHills, General Manager at Marco Polo Plaza Cebu, responded to this review, August 21, 2013
Dear ShaleeD,

Greetings from Marco Polo Plaza Cebu!

First of all, thank you for taking time to write a review of your recent stay at our hotel property. We seriously value feedback from our guests, for it aids us in maintaining the Marco Polo brand of hospitality.

At this point, may we sincerely apologize for the inconvenience that the experience at the check-in/check-out counter has brought you and the whole group. These operational issues that transpired have been looked into and have been addressed. We earnestly do our best to provide consistent and outstanding guest experience, both in products and facilities, as well as services.

Lastly, we thank you for commending our Room Service and Housekeeping Associates as well as the special mention on consistent good food, comfortable rooms, beautiful view, cozy and kid-friendly pool , live music entertainment and reasonable prices.

It is our hope to see you again in the future and we wish you the best.

Sincerely,

Hans Hauri
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Quezon City, Philippines
Senior Contributor
30 reviews 30 reviews
9 hotel reviews
Reviews in 14 cities Reviews in 14 cities
13 helpful votes 13 helpful votes
4 of 5 stars Reviewed August 2, 2013

We stayed in the hotel as a change from the usual mactan stay. The rooms are ok, a bit old but clean. If youve stayed in any marco polo property you will definitely find yourself at home here. The rooms are the same but although clean I felt need updating specially the bathrooms. Ou bathroom sink had seen better days and its funny that they seem to have just updated evrything except for the bathroom.
There was some construction going on but the nosie was tolerable. The surprise was their breakfast. Much better than most of the breakfast buffetsin cebu weve tried and that includes shangrila , plantation bay, and crimson. There was just a wider selection and everything was just done well. eggs were cooked properly, there was even roast duck for the congee and they had fresh real fruit juice incuded in the buffet.
The real gem of marco polo is their staff though. I am absolutely grateful to them for helping us during our panic moment when I left my cellphone on the taxi that broght us from the airport. They really made an effort to track him down and look for the phone. They were also very kind to my toddler who is just learning how to eat by herself so she made quite a mess and they were just generally very helpful thru out.
We spent some time hanging out in the pool and their staff there are very accommodating and solicitous as well.
Its quite far from the usual places that are visited in the city but we didnt mind at all.
overall a very good experience.

Room Tip: choose a room over the 12th floor to avoid the loud construction happening below.
See more room tips
  • Stayed June 2013, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OnNivelHills, General Manager at Marco Polo Plaza Cebu, responded to this review, August 19, 2013
Dear art19b ,

Thank you for writing a review about your stay at our hotel property particularly mentioning your fondness of the Café Marco breakfast buffet, room cleanliness, and most especially on our level of customer service that you have graciously commended. We are humbled and glad to be able to maintain the Marco Polo brand of customer service we call, “the Marco Polo Way”.

We take note and value your inputs on how we can improve the areas that need improvement. The room renovation project is on-going and we look forward to its completion for it brings our guests an added premium hotel experience.

We apologize for the inconvenience that the on-going construction next to our hotel has caused on your stay with us. This new development is part of the Mixed-Use facility that is going to be enjoyed by future guests of Marco Polo Plaza Cebu. Jogging tracks, a Zen garden, rock-climbing walls and a lot more luxurious facilities are going to be available for our guests.

We look forward to have you and the rest of the family stay with us on your next trip to Cebu!

Sincerely,

Hans Hauri
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2 reviews
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed July 30, 2013 via mobile

We stayed in this hotel for 6 nights. We love the lobby, the security, the elevator ( you have to have a room key to get to your floor - an added security), the service, and the housekeeping. However, I wish they inform us about telephone charges. The last hotel we stayed in, local calls are free. In this hotel, they will charge you 40 pesos and 100
or more if you are calling to a cellphone. It was quite a surprise to us to see the charges since no papers explaining so. The bed is a rock. It was big but uncomfortable. The room is spacious. We were in the newly renovated room so it is a plus. I really have great respect for their housekeepers who turned our messy room to a spotless haven. Kudos to them! The security will make you feel safe but not dog-metal-detector intrusive kinda thing (which is apparently becoming common in Cebu). The pool towels are free to use which is nice.

  • Stayed July 2013
    • 5 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OnNivelHills, General Manager at Marco Polo Plaza Cebu, responded to this review, August 18, 2013
Dear Lester321,

Thank you for taking time to write a review about your stay in our hotel especially for giving us the highest score on room, cleanliness, service and value. We are also pleased to know of your appreciation of the security measures that we are implementing to make sure that all of you our guests are not only enjoying your stay in our hotel, but also in a safe environment.

On the other hand, may we apologize that you have not been informed of the charges on telephone use as you checked -in. We have already addressed this operational aspect. Though, this has always been supported with the provision of the Guest Service Directory on each room which shows the corresponding information.

We appreciate your feedback for the other aspects that need improvement.

We hope to see you again on your next Cebu visit.

Sincerely,

Hans Hauri
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Marco Polo Plaza Cebu

Address: Cebu Veterans Drive | Nivel Hills, Lahug, Cebu City 6000, Philippines
Location: Philippines > Visayas > Cebu Island > Cebu City
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Spa Hotel in Cebu City
#3 Luxury Hotel in Cebu City
#3 Family Hotel in Cebu City
#3 Romantic Hotel in Cebu City
#4 Business Hotel in Cebu City
Price Range (Based on Average Rates): $
Hotel Class:4 star — Marco Polo Plaza Cebu 4*
Number of rooms: 329
Official Description (provided by the hotel):
Marco Polo Plaza Cebu is nestled at the prestigious Nivel Hills providing a spectacular view of Cebu City and Mactan Island. Be it business or vacation, stay at Cebu City's Finest hotel, the Marco Polo Plaza Cebu. Marco Polo Plaza Cebu is a 24 storey hotel with 329 well-appointed guest rooms including suites with fine amenities, 24 hour security and safety measures and free Wi-Fi internet. A trip to the "Queen City of the South" in the Philippines - Cebu, is a culinary journey. Marco Polo Plaza Cebu is hailed as a dining destination of Cebu City. Dubbed as the "Best Buffet in Cebu City", Cafe Marco attracts diners to feast on Filipino, Continental and Western cuisine. It is awarded as Top 5 Restaurant in the Philippines by the prestigious Miele Guide in 2013. Blu Bar & Grill is an ultimate dining experience in Cebu City. From a thousand feet above sea level, it offers a panoramic view of Cebu City and Mactan Island. The glamorous Philippine Tattler awards it as one of Philippines' Best Restaurants. Marco Polo Plaza Cebu is a choice Cebu venue for meetings, conferences and celebrations. Its lavish Grand Ballroom and function rooms can accommodate up to 2,500 guests. ... more   less 
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Also Known As:
Marco Polo Plaza Hotel Cebu City
Marco Polo Plaza Cebu Cebu Island/Cebu City

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