I checked into this hotel on May 20, 20012 and have been here one week now. Initial impressions have been pretty lukewarm thus far. I have two more nights until checkout. Upon my arrival I was greeted warmly by the security guard who opened the door to my taxi. I then carried my travel bag in as it appears no one was maknig the effort while I paid the driver. Check in was relatively flawless and performed by three immaculately attired young women who appeared friendly and personable.
My first odd moment occurred when I was escorted to my second floor room. I noticed although I had requested and confirmed at t he font desk that I desired a smoking room there was no ashtray. I requested one which was promptly brought to my room by the housekeeping attendant. He also oddly enough brought with him a piece of paper with handwriting scrawled upon it denoting it as a receipt for one ashtray. I inquired of the reason for my signature to which he muttered something unintelligible about hotel policy and the need to keep track of ashtrays. I told him this was rubbish, I had prepaid for eight nights and if I couldn't be trusted with this ashtray than he had best keep it as I'd make do without it. He apologized then scurried out of the room to report to his superiors at some bowel of this facility. As I shook my head at this and contemplated that dank, smelly hallways, the small lobby, the noisy air conditioning unit. I wondered if I had made an error in booking this hotel.
Over the next few days I shook my head a few more times. I shook it when at 9AM I requested a hotel staffer to clean my room early today and was informed my room would be a priority. Wll approximately an hour later while seeing a crew cleaning the room to the right of mine I again requested that my room be cleaned. Again I was assured that my room would be next. Imagine my surprise when 20 minutes later I see the same crew cleaning the next room over. At that point I did a littlle yelling and called the housekeeping office (twice). The next thing I knew there were 3-4 housekeeping staff/OJT student feverishly cleaning my room. Asking a staffer to exchange towels at or around 7PM and being told that there were none available only to request a supervisor and then bing provided two fresh towels does not exactly inspire confidence and customer loyalty.
Daily requests about the advertised wifi which had an extremely weak signal were met with "sir, please wait awhile", "sir the Internet is being reset" or the absolute best at 7PM "sir the Internet is taking a rest". I had virtually no access in the room or in the lobby, stairwell or in front of the hotel.
Finally on May 28, 2012 I noticed that I had no hot water and after over three calls to the front desk over two hours I was told repeatedly to wait various periods of ten minutes, fifteen minutes and one hour. After requesting to speak to the manager I was moved to another room which also had no hot water, the safety box was inoperable (ultimately removed). I waited until approximately 2PM (5 hours later) when the safety box was transferred to my new room. I asked if I could store my valuables in the front desk area to go out and eat only to be informed that there were no front desk facilities to keep them safe. I waited 5 hours to speak with a hotel manager which never happened despite staff assurances that the manager would call me. Please note there are hardly any other guests visible in this hotel one would suspect that a guest who requests management intervention would indeed get to speak to a management representative. After returning from brunch at or around 5PM I again requested to speak to the manager which did not occur.
I paid extra for breakfast daily for 8 occasions and have use this service exactly twice due to the to times using this I learn that the diner cannot eat nything they want but must choose between certin specified breakfast choices. Despite eating alone on those two ccasians the restaurant staff who are reportedly not affiliated with the hotel charged me for an extra cup of coffee, a glass of mango juice, a service charge and an attempted room service charge when I requested to bring my leftovers in a takeout container. I vehemently refused and ultimately the charges were reduced. The staff surly and abrupt. Finally this hotel is located pretty far away from many of the larger or well populated areas, malls and sightseeing venues. To go anywhere requires a taxi ride (not that plentiful) of approximately 150PHP.
To make a very long story/ experience brief STAY ELSEWHERE!
- Official Description (provided by the hotel):
- Experience Metropolitan Cebu in one of its finest hotels. The Orchard Cebu is a contemporary style sanctuary for business and leisure travelers, offering a combination of luxury, warm accommodation and friendly service. Ideally situated, everything from many of the city's most popular sites to its major corporate headquarters are in close proximity and just a quick taxi ride away. The Orchard Cebu is about 15 minutes of driving time from Mactan International Airport. The Orchard Cebu offers 79 stylish rooms and suites, all of which are the perfect escape and rest at the end of an eventful day. Each guest room features direct control air-conditioning, electric door lock system, IDD/NDD telephone system, LCD Cable TV, in-room safety box, and a mini-bar. To help you work during your stay, all rooms have a desk and free Wi-Fi connection. Suites feature their own mini-kitchen and jacuzzi. ... more less
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- Also Known As:
- The Orchard Cebu Hotel Mandaue
- The Orchard Cebu Hotel And Suites
- The Orchard Cebu Hotel & Suites Cebu Island/Mandaue