My experience with this hotel was a DISASTER! Originally booked our reservation online, it was a breeze. But when we decided to upgrade our reservation to Regency Delight package, operational lapses within this 5-star hotel unraveled. I inquired through the website's email address regarding the quotation for packages, they promptly reply the following day. On the same day, I called their landline (Manila line) to book the package. I was dumbfounded when the booking agent confidently declared that the quotation sent to me was INCORRECT. She further stated that the quote came from their Iloilo office and not from them (Manila Office). I couldn't believe what I was hearing, DIFFERENT RATES FOR THE SAME PACKAGE WITHIN THE HOTEL?! I raised that their website reflects that room accommodation for a kid 9 years old and below is free of charge (2 kids will be counted as 1 adult). According to her, the hotel charges 1/2 of an adult rate (room accommodation) for a kid 9 years old and below. She further said that If I booked the erroneous quotation, additional charge would still be collected in the hotel's front desk. If this is not HIDDEN CHARGES, what is it then? And clients are entitled to truthful information on their website. The booking agent was also not very polite during our conversation, she even said that I should be thankful because she was helping me (as far as I know it's her job!). I then sent a message to the hotel's website and FB account regarding the confusion.The following day the booking officer sent an email still stating that the rates she quoted is the OFFICIAL ONE but she had discussed the issue with Iloilo Office and had obtained SPECIAL APPROVAL to give me the lower quotation (Iloilo Office's quotation). They said that they would just send me an email regarding the re-computation so I could pay (via hotel's bank account) immediately for them to hold the reservation. I waited and waited and waited. After hours of waiting and 30 minutes before close of banking hours, I followed them up regarding the re-computation and later found out that the email was SENT TO A DIFFERENT EMAIL ADDRESS. A 5-STAR HOTEL WITH SO MANY ERRORS?! To think that we were still in the Reservation Stage. I was so disappointed and irritated for such MARKETING FAILURES that I asked (via email) for Mr. Karl Chusuey's (Marketing Manager of the hotel) or anybody that I could elevate my complaints to (although I'm not even sure if he/they would even pay attention or even notice my email). No response to my email or any action to address my complaints. Bottomline: they decided to IGNORE A CLIENT'S COMPLAINTS. POOR COMPLAINT HANDLING MANAGEMENT. Getting tired of the hotel's ineffective service, I decided to CANCEL my room reservation. They then charged my credit card for the amount of P6,347 (Yes, Six Thousand Three Hundred & Forty Seven Pesos!) for ENJOYING NOTHING AND ENDURING THEIR GLITCHES. Talking about value for hard-earned money.
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- Also Known As:
- Boracay Regency Hotel Boracay