Let's start off with my complaints since there are too many.
1. Late pickup for check-in
We were scheduled for pickup at 11AM during my email conversation with their sales representative in Manila. Upon arriving, we were told to wait for the resort service. After probably 15 minutes of waiting, I insisted the front desk officer from Hotel Venezia to call them to inquire what the situation is. But we waited a few minutes again since no one is answering the calls to Misibis. When we finally get in, the front desk officer from Misibis informed me that we were scheduled for 1PM pickup. So instead we'll be joining another group for pickup. What an inconvenience.
2. Welcome drinks
We didn't get any while the other couple with us are refreshingly drinking theirs.
3. Heater for the shower is not reliable. (Warning, this is lengthy and we're so annoyed by the mere remembrance of this horrible experience.)
Water is not heating up in our 2nd day. We reported it early in the morning, at around 6AM. Upon initial complain, two men from Eng came in to check. I was happy with their initial response but we have to ask them to come back when we're out for breakfast. But they didn't. So we have to complain again and a new guy came to check which probably lasted for one hour. We were told by the Eng guy to try it after 30 minutes. By noon, no hot water still.
We called in again to raise this concern and they checked it again while we're out for lunch. It was raining most of the day so we decided to stay out of the room so they could concentrate on fixing the heater. But again, no hot water after waiting the whole day. No one is updating us with the status, and we still have to call in again to check with them.
I inquired for the possibility of a room transfer with the Hotel Services but was told that the resort was fully booked. How can this be, when I can clearly see most of the villas and suites are empty when we're walking around the resort.
So we decided to go to the Front Desk office ourselves. No one is positioned at the Front Desk when we arrived so we just waited there. While standing there, a cleaning crew just passed by in front of us, without even acknowledging our presence. I expected him to at least ask us what we need, or let us know that the Front Desk officer is just out for a few minutes since were obviously waiting there with no smiles on our faces. Since he's not sensitive enough, we have to call his attention that we're looking for the Front Desk officer. A resort that positions itself as SLH should train its people to cater to the needs of its guests.
Back to my story, upon sharing our complaints and requesting again for the room transfer to Kath, the Front Desk officer at the time (I'd like to commend her not letting our irritated faces affect her smiles), thankfully we were finally transferred us to a new room. But we waited again for another hour for housekeeping to ready the room.
Upon transferring at around 6:30PM to 7PM, we immediately check the showers, I was hoping they checked it before us, but obviously not. The water was nowhere hot, the best it could do is get "almost" lukewarm. Mind you, when we initially checked-in, the water was burning hot in a few seconds and I could steam the whole bathroom after a few minutes. But it was better than having cold showers on a cold and rainy day. After dinner, water was back to normal, cold that is. How frustrating!
By morning at 6AM, we have to call in again that the shower is not heating up again. Apparently, they're resetting it so we have to wait for another 30 minutes before we can use the heater. So do I have to advise the resort when I want to use the hot water???
After breakfast, at around 9AM, water is getting steamy and hot, so I'm happy. By 10, back to "almost" lukewarm.
Overall, we're so disappointed with the whole situation, how we were calling back and forth the whole day for one issue raised over the nth time. No coordination with the Hotel Services/Engineering on the status of our complain.
No one wants to have cold showers on a rainy day on a vacation and/or after going to beach or pool. We've stayed with other resorts, and showers were never an issue. I've expected more from an SLH resort from service to facilities.
4. No housekeeping on 2nd day unless requested?
I came in the room after breakfast only to find the room the same as we've left it. All of the resorts I've been to makes up the room every morning, changes the towels when needed, so I'm baffled why I still have to request them to do this.
I also requested for new robes, but they never came. Only the towels and toiletries were replenished.
5. Most of the seafood items from the menu is not available
Eg. Sinigang na Isda (Tuna), Grilled Tuna Belly, Tuna Sisig. In our 3D/2N stay, the only seafood we've tried is Sinigang na Prawns.
6. Brewed coffee is too bitter.
Another guest from the next table complained about it too.
7. Pool is not debris-free
I've never seen anyone from the resort leaf netting the infinity pool. You'll be swimming with leaves, insects, etc.
I hope someone from Misibis will read on Trip Advisor so you'll gauge how the resort really measures with your customers and you'll get many areas for improvement.
Eg. One user from November 2012 already complained about hot water, reception ignoring calls, and a towel that never arrived. And two users from November 2012 complained about the brownouts.
Most of my complaints are not isolated and are even raised before. But no one is taking notice and no action is being taken from your end, so I'm already expecting that my complaints will go down the drain just like the money I've spent to stay in a "luxury" resort.
But I hope you'll start to level up your service to be a truly deserving SLH as you claimed to be. And improve on your issue handling and resolution policies.
On a good note, breakfast buffet has a good selection which we enjoyed from soups to entrees to fruits. There are 3 fresh juices available during our stay. And they also have an omelette and sausage station and a waffle/pancake station. Ala carte lunch/dinner are also served with complimentary bread/butter, soup and fruit platter. Do ask the servers if they're offering the fruit juices/shakes at 50% off.
Lastly, I'd like to commend Kath from Front Desk, the servers from De la Playa who are warm, attentive, all smiles and made our dining experience pleasant, the nice staff from Recreations and our Drivers during resort transfers.
- Official Description (provided by the hotel):
- Discover a tropical hideaway where luxurious seclusion meets wild natural beauty. This verdant, beach-fringed island offers sophisticated pleasures on land and water – from a relaxing foot wash, welcome upon arrival in your villa, to splashing, sailing or diving in the jewel-like sea and in the pristine lagoon. ... more less
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- Also Known As:
- Misibis Bay Hotel Cagraray Island
- Misibis Bay Resort Philippines/Cagraray Island, Bicol