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“Impressive service!”

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Crimson Resort and Spa, Mactan
Ranked #4 of 30 Hotels in Lapu Lapu
Certificate of Excellence
Level Contributor
25 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
“Impressive service!”
Reviewed February 12, 2013 via mobile

I was very impressed with the customer service we experienced in this resort!

Positives:
- despite the fact that we were a big group, some staff members would call us by our last names
- they would provide pillows for our backs and extra chairs for our bags
- staff members would bring you to a place you are not familiar with vs just providing directions
- they considered going beyond our needs and allowed us to check outside the conference room vs requiring us to do this in the reception area
- their buffet schedules are customer friendly - we had lunch at around 1:30pm and dinner at around 9:00pm and the buffet is still open
- loooved their bathrooms! Very spacious and has a tv too!
- despite the 92% occupancy when we were there, it did not feel crowded at all, love the layout of the rooms
- they picked up our luggages and gave us our claim stubs right in our doorstep
- buffet selection changes day to day so you get to enjoy different cuisines

Negatives:
- beds seem smaller than standard sizes
- don't expect wide beach area
- had some problems with room key but was fixed by going to front desk

Stayed January 2013, traveled on business
Helpful?
Thank rac243
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMCrimsonMactan, General Manager at Crimson Resort and Spa, Mactan, responded to this review, May 14, 2013
Dear Rac243,

Thank you for taking the time to tell us about your recent experience while staying at Crimson Resort and Spa. We sincerely value your comments in our continuous effort to provide friendly and efficient service.

We are extremely proud of the service that we offer and more so of our team members providing them. Also, I have noted your comments regarding the bed size and beach area. Rest assured that we are constantly looking for ways to further improve our facilities.

Once again, thank you for your feedback and we will look forward to welcoming you back to our resort in the not too distant future.

Sincerely,


JAMES MONTENEGRO
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Sleep Quality
  • Location
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (356)
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London
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed February 8, 2013

The room/resort:
The resort is lovely. The room we stayed in was very nice and spacious specially the bathroom (which I instantly fell in love with!). The bathroom was probably 3/4 the size of the bedroom itself and it has a flat screen TV facing the bathtub. The bed was huge and comfortable. The room and the whole vicinity was very clean and well kept.

Checking in:
We arrived around midday and our room wasn’t ready yet as check in wasn't until 2pm so we had to wait at the lobby. The view from the lobby was beautiful, the seats were comfy and they have wifi so you wouldn't feel antsy waiting around. I asked one of the girls standing around the lobby if the hotel offers excursions/day trips around the city. Unfortunately, I was met with a shrug and blank facial expression which made me feel a little bit embarrassed thinking I said something offending so I just said thank you and left. Not a very good impression for the paying guests as she didn't even make the effort to ask one of her colleagues and come back to me with an answer or direct me to the appropriate person to ask.

Package deal and food experience:
We opted for their cash back offer which comes with P2,000 spending credit per room per night. We stayed here for 4 nights and on our first day, we ordered room service for a late lunch using our credit. Then for dinner, instead of going for the buffet we choose from the a la carte menu as we weren’t that hungry. The food was lovely and was cooked to perfection. The breakfast buffet was also good and had loads of choices. Again, cannot fault the food as it was delicious. The only criticism I have would be the price, it's just far too expensive. We had a late dinner (around 9 – 9.30pm) and the buffet area looked like it was untouched. I can only imagine that with the price some of the guests choose to eat out instead an I hope the leftover food didn’t go to waste.

Room Service:
Didn’t have to wait long for our order to arrive and the food was still hot. Although we had one unfortunate experience during our stay. We ordered a pitcher of Margarita and when it arrived we told the staff to put it on our tab as we have a lot of credit. We were told that drinks are not included in our allowance plus it’s also cheaper to pay by cash. The drink costs P850 on the menu, however we were given a total bill of P1600. We were briefly shown the breakdown on the receipt and we weren’t asked to sign it or was given the itemised bill . We didn’t want to make a fuss so we decided to pay up. The next day we queried this with reception and was investigated. The manager was very helpful and even phoned us in the evening when she was already off duty to let us know that they are looking into it. In the end, we got our cash back and they deducted the original price P850 + service charge + vat on our credit which only came up to P1200.

Others:
While the staff will always greet you with a smile, it would be nice if they are knowledgeable with the policies of the resort. On our second day we asked the reception if they can call for a metered taxi for us and we were told that they don’t have that service, we either avail their private hire car, take the free bus going to SM Cebu or Ayala or wait by the concierge for a taxi to pass by which isn’t very often. Then as we were checking out on our last day, we were asked how we are getting to the airport and if we needed one of their car or if we want them to call for a metered taxi for us. So it was available all along?
The pool area is very nice and with a nice view of the sea. The beach is also nice and clean however, a tad small.
Wifi connection is strong both at the reception and in the room. However, I'm not sure if this is because we were in a room nearer the restaurant/reception area.

Room Tip: Ask for a room near the restaurant/pool area to avoid having to walk too far.
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  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank bumpster80
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMCrimsonMactan, General Manager at Crimson Resort and Spa, Mactan, responded to this review, May 14, 2013
Dear Bumpster80,

Thank you for taking the time to tell us about your recent experience while staying at Crimson Resort and Spa. We sincerely value your comments in our continuous effort to provide friendly and efficient service.

We have looked into the concerns you mentioned regarding your queries about day trips and taxis and rest assured that it has already been addressed by our Front Office Manager. Furthermore, we are pleased to know that you enjoyed the food during your stay.

Once again, thank you for your feedback and we will look forward to welcoming you again to our resort in the not too distant future.

Sincerely,


JAMES MONTENEGRO
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, Singapore
Level Contributor
23 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
Reviewed February 2, 2013

We spend our wedding at Crimson and it was simply awesome. One month later we returned to the Crimson for one night after visiting the family of my wife and we were welcomed by an upgrade to the pool beachfront villa. Apart from their great location, breakfast, beach bar and pool, it is the stuff that makes this place one of the best places we ever stayed and even a short one night overstay becomes a stay great to remember

  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank guidoborn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMCrimsonMactan, General Manager at Crimson Resort and Spa, Mactan, responded to this review, May 14, 2013
Dear Guidoborn,

Thank you for taking the time to tell us about your recent experience while staying at Crimson Resort and Spa. We sincerely value your comments in our continuous effort to provide friendly and efficient service.

It thrills us to no end to have our guests come back to our resort that we ensure that the service we provide is better than before. We are simply glad that your stay is a memorable one for you.

Once again, thank you for your feedback and we will look forward to welcoming you once again to our resort in the not too distant future.

Sincerely,


JAMES MONTENEGRO
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Santa Monica, California
Level Contributor
67 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 34 helpful votes
Reviewed February 2, 2013

This is a newer resort on a very small strip of private beach upstream from Shangri-La. The service left quite a bit to be desired perhaps due to some management issues. The food buffet was quite extensive so that was a big plus. The pool however is very poorly designed not being deep enough and with very dirty water when i stayed there so much so I had to complain. There literally was filth and debris floating in the water the days when i was there. I have stayed at this resort two times and suffice it to say it was not like that the first time. This resort really is only worth it if you are staying in one of the private pool villas. These villas are very nice with the private pool since the main pool was so uninviting when i stayed there.

Room Tip: Only worth it for the private pool villa.
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  • Stayed May 2012, traveled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank GlobalGoneLocal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMCrimsonMactan, General Manager at Crimson Resort and Spa, Mactan, responded to this review, May 14, 2013
Dear Ucantkeepup,

Thank you for taking the time to tell us about your recent experience while staying at Crimson Resort and Spa. We sincerely value your comments in our continuous effort to provide friendly and efficient service.

I have noted your comments and regret that we have not met your expectations. We have since ensured that our pool is well maintained and the service we provide has improved so much that several guests have written about it on TripAdvisor. Also, our Executive Chef is delighted that you found our food buffet extensive.

Once again, thank you for your feedback and we look forward to welcoming you again to our resort in the not too distant future.

Sincerely,


JAMES MONTENEGRO
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tokyo, Japan
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed January 31, 2013

We booked 2 rooms at Crimson as my cousin had wished. She have leukemia and we are in the stage of granting all of her wishes. We booked ahead because we are expecting the resort to be full due to Sinulog, the grandest festival of the year is also in January. We called in for reservation because we want to make sure that the two rooms we are booking are adjacent for safety, as we need to watch her constantly due to her condition. She and her friends planned to stay on the other room while we on the second one. We got our confirmation and we can't wait to go.

So her birthday came and we were so excited to go to the resort, having heard of it's wonderful amenities and views. Alas! The reservation was messed up. It appeared that the resort booked us two rooms but gave up one of the adjacent rooms to a new couple. When we asked what happened when it was already confirmed before we came to the resort, the only reason they have is that the rooms we booked are still considered adjacent because there is only one room in between (where the couple stayed). Which is crazy! We have to call the manager to fix the problem as my ill cousin waited at the lobby. Eventually, they offered us an upgrade instead because there really is no adjacent rooms left. They made us stay in the villa which has one room only. We appreciate the upgrade since the room is fabulous but it's not what we wanted and planned. In the end, we were given no choice so we have to take it. Since we are staying in one accommodation now, the room was cramped. Some of us went home to give give way to her friends (we lived in the nearby city). If the incident had not happen, it would have been a great night. I am just thankful that my cousin was still able to enjoy her birthday there. Although, she admitted it wasn't as fun as it should have considering what happened.

The location of the resort is really hard to find as well. Although we lived there, there aren't many road signs to indicate where it is. We have to drive twice to the area. There's a barren and dirty graffiti just outside the road that leads you to the resort, it was such an eye sore that it lead us to believe that the resort can't be possibly there. But it turned out it was just behind that vandal so that's why we got lost. I hope they fix that and also put many visible road signa as well. Even our guests got lost too!

The resort's amenities lived up to our expectations. What you see in their website is what you will really get. We had the villa so have our own pool. The tv in their bathroom is cool. We did not like the breakfast though. It's just another cliché to other resort's breakfast. I wish they will offer something unique soon especially that their rooms are a little pricey compared to other 5 star resorts in the area.

Over all, it could have been a wonderful stay but because of the neglegence of the resort, i can only rate 3 stars. That's even high considering the stress they gave us. Thanks to the beautiful view and room.

This incident can't be avoided. It's up to the resort if they will improve it. But if it will help you, make sure you get the name of the person who are giving out your confirmation on the phone so you know whom to get back to if it will be messed up. Haha..

Also, bring a nice camera and a tripod. You don't wanna missed all the view! You can also bring some snacks, just make sure you put it in your bags. In-room snacks will rob you! Have fun! :)

  • Stayed January 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Outdoor J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMCrimsonMactan, General Manager at Crimson Resort and Spa, Mactan, responded to this review, May 14, 2013
Dear Outdoor J,

I am sorry to hear of your cousin’s condition and even more sorry that we were not able to accommodate your request and have not met your expectations during your stay at our resort.

Rest assured that we are continually improving our services in order to avoid similar incidents as we wouldn’t want this to happen again in the future.

Also, we are in the process of adding more signage to make it easy for all our guests to find our resort.

We appreciate your feedback and we hope that we will have the opportunity to welcome you again to our Crimson in the not too distant future.

Sincerely,


JAMES MONTENEGRO
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
47 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed January 30, 2013 via mobile

This is my first trip to the beach this year and I was looking forward to some sunshine and relaxation by the sand. We chose Crimson since we have yet to go there and our friends have always encouraged us to try as they all had a great time there. We took a cab from Ayala Center and got there about 30 mins after. The cab driver was not familiar with the resort only its general vicinity and we almost missed the road leading to the resort. Maybe a good signage will help? The resort is located inside a nice subdivision and a little out of the way for commuters. Once you get there however, whatever inconvenience you experienced a few minutes back will be forgotten. The resort is absolutely lovely. Not very big but what in it lacks in size, it makes up for the great experience. Food is delicious and the staff are all courteous! And of course the weather cooperated so we were extremely happy overall.

  • Stayed January 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Travelchicme
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMCrimsonMactan, General Manager at Crimson Resort and Spa, Mactan, responded to this review, May 14, 2013
Dear Travelchicme,

Thank you for taking the time to tell us about your recent experience while staying at Crimson Resort and Spa. We sincerely value your comments in our continuous effort to provide friendly and efficient service.

My team and I are absolutely thrilled to know that you had a great experience while staying in our resort. Your excellent comments regarding our delicious food and courteous staff will continue to inspire us to work even harder to delight all our guests.

I have also noted your comments regarding the lack of signage to guide our guests to our resort. Rest assured that this hasn’t gone unnoticed and we are endeavoring to put up more signs to assist our guests in finding our resort.

Once again, thank you for your feedback and we look forward to welcoming you again to our hotel in the not too distant future.

Sincerely,


JAMES MONTENEGRO
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Ulaanbaatar, Mongolia
Level Contributor
58 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 23 helpful votes
Reviewed January 27, 2013

This was a nice resort to stay at and the buffet gets a great big congrats on the quality and quantity. The rooms were clean the staff was very pleasant and always greeted everybody. It is out of the way and taxis are very expensive and most time do not want to go here without double fare (if you want to go to Cebu for shopping). Book early for the company shuttle for shopping because the available seats fill quickly. The beach is just.. well... okay, but the pool area compensates for that. What they do need is more beach lounge chairs for sunning, because if your not there early forget about getting a chair.

Room Tip: Try the local street food in Lapu Lapu some great chicken and local fruits to be had.
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  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Roddybuck
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GMCrimsonMactan, General Manager at Crimson Resort and Spa, Mactan, responded to this review, May 14, 2013
Dear Roddybuck,

Thank you for taking the time to tell us about your recent experience while staying at Crimson Resort and Spa. We sincerely value your comments in our continuous effort to provide friendly and efficient service.

It is always a delight to read wonderful comments from our guests. I sincerely appreciate your comments regarding the quality and quantity of our buffet, clean rooms, and pleasant staff. Your comments had been shared with our team members and it had driven all of us to strive harder in ensuring that we continually maintain our service standards.

Also, I am happy to inform you that we have added lounge chairs since your stay with us.

Once again, thank you for your feedback and we look forward to welcoming you again to our hotel in the not too distant future.

Sincerely,


JAMES MONTENEGRO
Area General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Crimson Resort and Spa, Mactan

Property: Crimson Resort and Spa, Mactan
Address: Seascapes Resort Town | Mactan Island, Lapu Lapu 6015, Philippines
Phone Number:
Location: Philippines > Visayas > Cebu Island > Mactan Island > Lapu Lapu
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 On the Beach Hotel in Lapu Lapu
#3 Luxury Hotel in Lapu Lapu
#3 Romantic Hotel in Lapu Lapu
#4 Spa Hotel in Lapu Lapu
#4 Business Hotel in Lapu Lapu
#4 Family Hotel in Lapu Lapu
Price Range (Based on Average Rates): $$
Hotel Class:5 star — Crimson Resort and Spa, Mactan 5*
Number of rooms: 290
Official Description (provided by the hotel):
Synonymous with luxury and personalized service, Crimson Resort and Spa is the new destination and resort to experience. Nestled in one of the country's most prestigious tourist destinations, this exclusive piece of paradise is just 15 minutes away from the Mactan International Airport. ... more   less 
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Also Known As:
Crimson Resort And Spa, Mactan Hotel Lapu Lapu
Crimson Resort And Spa, Mactan Cebu Island/Mactan Island

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