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".
- 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 at the penthouse 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 for the 5th time. 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