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“5 days of paradise” 5 of 5 stars
Review of Shangri-La's Mactan Resort & Spa

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Shangri-La's Mactan Resort & Spa
5.0 of 5 Hotel   |   Punta Engano Road, Lapu Lapu 6015, Philippines   |  
Hotel amenities
Ranked #2 of 27 Hotels in Lapu Lapu
South Australia, Australia
Senior Reviewer
7 reviews 7 reviews
5 hotel reviews
Reviews in 5 cities Reviews in 5 cities
15 helpful votes 15 helpful votes
“5 days of paradise”
5 of 5 stars Reviewed April 30, 2013

Wonderful holiday for our small family. Spent most of the time at the beach snorkelling, swimming and kayaking. Waiting staff were super friendly and brought us iced water, fresh towels, and engaged our 7 year old in his mad hunt for hermit crabs! Cannot fault the hotel or staff - entire holiday was perfect! We had an Ocean Wing club room with canapes, cocktails and all day drinks included. Highly recommend this package. It also included all our water activity equipment (snorkels, flippers, life jackets, kayaks etc) well worth it! Pools were great too.

Room Tip: Ocean wing room with a balcony and view to the beach. Fold out sofa bed for child.
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  • Stayed April 2013, traveled with family
    • 5 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.
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1,724 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (362)
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Phnom Penh, Cambodia
Senior Reviewer
6 reviews 6 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
25 helpful votes 25 helpful votes
2 of 5 stars Reviewed April 30, 2013

Nightmare at Shangri La Mactan Cebu-Philippines:
Spent two nights at the above hotel from 25 April to 27 April 2013 in Ocean Wing Panorama Suite. I was charged about 86,000 Pesos which is more than USD 2,000. Please read what I got for it:
1. Check-in: Arrived at lobby of Ocean Wing, nobody took notice of arrival of me and my partner, even nobody offered me to sit down. After 15 minutes standing there one boy came along and took us to Ocean Club for check-in.
2. The Suite: Remote control of TV not functioning (had to be replaced). Shower head in bathroom clogged, that's why low water pressure. Water temperature in shower cannot be properly adjusted, it's either too hot or too cold. Curtain at small side window in sleeping room is useless, at 6 am you have full sunlight in the room and can't sleep anymore. For the room phones, if you dial 0 for the Operator you can never reach anybody (tried 3 times for 10 minutes), this hotel seems to have no Operator.
3. Beach: Nice in principle. But on 25 April, they had closed almost full beach site for private party of Unilever Philippines. They had their buffet at the beach and dozens of Youngsters were roaming around the beach with their food plates and beverages making a terrible noise which forced us to leave the beach. Early evening they started an unbearable loud music and show program. Duty manager explained to me they are not allowed to continue the noise after 10 pm. At 10.30 pm-still noise, at 11.30 pm-still noise. They stopped at midnight ! No sleep before that !
4. Cove restaurant: Ordered prawns in light chilli sauce, it took 45 minutes to be served. Asking the Chef, he explained he had no staff !
5. Acqua: Ordered jumbo prawns with parmesan crust. Prawns were weeks old and deep frozen (they did not charge for it after I complained). Since this is called Italian restaurant, I asked for my favorite Grappa, I was told all Grappas were out of stock ! I tried for Eau de Vie, was told all of them were out of stock (Poire Williams, Mirabelle etc). Tried to ask for a Calvados or Armagnac-of course out of stock ! I gave up.
Went there for Breakfast at 9.50 am on 26 April, almost nothing available- no dark bread, cold cuts, cheeses, orange juice- was told by Manager that they had a big group (probably the Unilever guys) which finished all the stuff.
6. Ocean Club: they offer one cheap white and one cheap red wine in the eve. Should be at least two of each of high quality (like Shang Bangkok). Orange juice throughout the day ? They don't have it.
7. Management: Asked to see the GM, he was as usual not available. Was offered to see the Resident Manager, which I did not want.
IN ALL: There is almost nothing properly managed at this facility. Will stay away in the future.

  • Stayed April 2013, traveled with friends
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JuergenDoerr, General Manager at Shangri-La's Mactan Resort & Spa, responded to this review, May 2, 2013
We are very grateful for your taking the time to write to us to share your experiences.

We have taken note of your feedback on the various service lapses during your stay. Please accept our sincere apologies for the shortfall in service delivery and any inconvenience caused is regretted and not intended.

Your feedback has been shared with all concerned and we are currently reviewing our processes and will undertake the necessary steps to avoid any similar recurrences.

We also sincerely hope that you will not be deterred from returning to the resort and look forward to welcoming you back to Shangri-La's Mactan Resort and Spa in the near future.

We have sent you a separate email on your stay. If there is anything more you would like to discuss, please feel free to get in touch with me directly at juergen.doerr@shangri-la.com
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manila
Senior Reviewer
10 reviews 10 reviews
8 hotel reviews
Reviews in 7 cities Reviews in 7 cities
5 helpful votes 5 helpful votes
5 of 5 stars Reviewed April 30, 2013

for the past two years i have been spending and celebrating my birthday in Shangri-La Mactan for the very simple reason that i love the place. I love the smiling people of Cebu, the great service they provide, the size of the resort, the amenities....everything.
i love that my kids have so many things to do there. they have a huge play area where you can leave your kids if you want some alone time because they have sitters for kids of a certain age, they also have activities lined up per day for them that isn't complimentary however is a nice alternative for the parents who may want to relax by the white sand beach.
i also love the breakfast buffet. the taste and presentation is always consistent plus the food choices vary.
a personal touch i will always appreciate is the cake they sent my room on my birthday. that was a sweet surprise. and the chocolate cake was to die for.
for those not afraid of close encounters, fish feeding is a great way to pass the time. i always find myself spending half the day just feeding the fish.
i plan to go and celebrate my birthday there annually for as long as i can.

  • Stayed November 2012, traveled with family
    • 5 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
    • 5 of 5 stars Service
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SINGAPORE
Top Contributor
82 reviews 82 reviews
39 hotel reviews
Reviews in 40 cities Reviews in 40 cities
241 helpful votes 241 helpful votes
4 of 5 stars Reviewed April 30, 2013

The hotel is located 15 minutes away from the airport. We stayed at the Ocean Wing room which we heard were newer than the main wing. The room & bathroom were spacious and modern with a balcony overlooking the ocean. Buffet breakfast was served at the Italian restaurant downstairs in our Ocean Wing & we could conveniently walk to the hotel's private beach in just a few steps away (the beach is much further away from the main wing so choose Ocean wing if prefer to go to the beach). The hotel has 3 swimming pools which are all near each other (one pool just below our Ocean Wing building). So if you find it too crowded, you can choose to swim at another pool. There are several restaurants in the hotel. We tried the Pizza at the Italian restaurant which was not too bad and served with complimentary bread sticks & various bread. Try going over to the Cowrie's Cove which is half bar half restaurant (it is located by the sea just behind the main swimming pool, next to the sea sports centre). We went there at night & the atmosphere there was romantic with the sea breeze & you must walk the path leading from the bar to the Observatory out towards the sea. It's like a place on your own out there.

We enjoyed the best snorkelling at the beach in front of the hotel (nearest to the big rock facing the beach bar). Go there early in the morning around 8+.or 9+am and ask the hotel staff at the counter near the beach for some complimentary fish food. We notice the fish were usually near the shore around 9+am probably used to people feeding them around that time. We saw so many fishes and had a great time snorkelling there. Tip: snorkel in the morning. You will see more fishes in the morning. We snorkelled at the same area in the afternoon but didn't see much fish. The counter at the beach provides beach towel, life jackets, masks, snorkels and fins for free rental,

Staff at the hotel had one of the best service I've ever seen. They were almost smiling and greeting us whenever they passed by. Especially the staff at the beach. They were really attentive and prompt in their action, for eg. they would quickly rush over to help us by putting new beach towels at the sun chairs for us, and then later help us by taking our towels when we were done and leaving the beach.

There is a shuttle bus provided by the hotel to 2 shopping malls in Cebu city - SM mall & Ayala. Book with the hotel concierge before going. There is a fixed schedule for when the bus would leave the hotel & the shopping mall. Ask the hotel for the bus time table,. We took the bus to SM mall and spent almost a whole day there. SM Mall has a large supermarket, department store and many shops & fast food restaurants there. Journey takes around 45-50 minutes one way to SM mall. Ayala is further but we didn't go there. Need to pay the hotel 300 Philippine Peso per person for a return journey on the shuttle bus. Pay upon check-out.

Overall, we had a great stay here. Will definitely return again one day.

Room Tip: Ocean Wing rooms are newer and nearer to the beach
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  • Stayed April 2013, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 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.
Senior Reviewer
10 reviews 10 reviews
8 hotel reviews
Reviews in 7 cities Reviews in 7 cities
18 helpful votes 18 helpful votes
3 of 5 stars Reviewed April 29, 2013 via mobile

Very nice rooms and very relaxing atmosphere. They have a catholic mass on Saturdays so it is very convenient should you want to have a relaxing weekend there. My only complaint is that the rooms are not soundproof and one can hear people walking outside or your neighboring room

  • Stayed April 2013
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 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.
Tokyo, Japan
Top Contributor
89 reviews 89 reviews
18 hotel reviews
Reviews in 40 cities Reviews in 40 cities
39 helpful votes 39 helpful votes
4 of 5 stars Reviewed April 26, 2013 via mobile

Smile, smile and smile. The staff is so kind, willing to help, support and make your vacation a super warm moment. The hotel is nice and comfortable, choose an ocean view room, it's worth it.
The resort offers 2 or 3 swimming pools: ideal for kids and families but others, like us, can always find a peaceful place. The beach is nicely set, and you will have a fresh salad or a virgin pinacoloda at the beach small cafe.
Spa is great but way too expensive ( as expensive as Japan...).
Overall a nice stay, yet overpriced, it's Philippines, and the enviroment outside the resort is not that unforgettable.
Good to know : if you want to go to Oslob and see the whale sharks, it's a 3 or 4 hours ride away, at high cost.

Stayed April 2013, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tromso, Norway
Contributor
17 reviews 17 reviews
9 hotel reviews
Reviews in 9 cities Reviews in 9 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed April 26, 2013

Lots of people. But very very child friendly. You come here with a sense of what it must have been like to be in the colonies. There is a difference between friendliness and servility and they tipped over that edge. Otherwise, it is a great place for children under 13. Food was great. But the contrast between resort life and outside poverty was very striking. I think the money owners have earned should also go back to the community, cleaning up, making it nicer, showing that they are socially responsible as well. With all the money tourists spent and yet there is no community developement. How strange.

  • Stayed April 2013, traveled with family
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JuergenDoerr, General Manager at Shangri-La's Mactan Resort & Spa, responded to this review, May 2, 2013
Dear Cecilia,

Thank you for taking the time to let us know your observations. We would like to share that our involvement with the local community includes projects in our adopted community of Tingo on the island of Olango (across the channel from the resort) and the stewardship of the Shangri-La Marine Sanctuary. In addition to these, we also do adhoc community work within Mactan island.

For more details, you may check the CSR section on our website, or you may also contact me directly at juergen.doerr@shangri-la.com.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Shangri-La's Mactan Resort & Spa

Address: Punta Engano Road, Lapu Lapu 6015, Philippines
Location: Philippines > Visayas > Cebu Island > Mactan Island > Lapu Lapu
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 On the Beach Hotel in Lapu Lapu
#1 Luxury Hotel in Lapu Lapu
#2 Spa Hotel in Lapu Lapu
#2 Family Hotel in Lapu Lapu
#2 Romantic Hotel in Lapu Lapu
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — Shangri-La's Mactan Resort & Spa 5*
Number of rooms: 530
Official Description (provided by the hotel):
Tucked in lush tropical landscape and with a crystalline coastline, Shangri-La's Mactan Resort and Spa, Cebu is the premier, award-winning deluxe resort property in the Philippines. It has won acclaim from both domestic and international travelers for its spacious and well-appointed 530 guestrooms and suites, the variety of its dining, entertainment, sports and recreational activities offered in its paradise-like setting and as home to CHI, The Spa at Shangri-La, one of the largest spa villages in Asia.Nestled amidst 13 hectares of lush greenery, landscaped gardens and with a 350-meter white-sand beach, Shangri-La's Mactan Resort and Spa, Cebu is the quintessential modern-day paradise. It is an exciting refuge for nature lovers and a favorite among holidaymakers, as it combines rustic surroundings, modern conveniences and genuine Asian hospitality that are distinctly Shangri-La. ... more   less 
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Also Known As:
Shangri-La`s Mactan Resort And Spa
Shangri-La`s Mactan Hotel Lapu Lapu
Shangri Las Mactan Hotel
Shangri La Cebu
Shangri La Mactan
Shangri Las Mactan Lapu
Shangri-La's Mactan Resort & Spa Cebu Island/Mactan Island

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