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“Needs a room and service upgrade fast”

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Shangri-La's Mactan Resort & Spa
Ranked #2 of 31 Hotels in Lapu Lapu
Certificate of Excellence
Reviewed May 9, 2013

My family and I have been coming to this hotel for the past 5 years as part of our family's yearly getaway from the busy city life. We love staying in the Ocean Wing area due to its nice, quiet and private location vs the main tower wing. I have always enjoyed the hotel and its service and must truly say that the design and layout of the whole hotel is absolutely excellent. However, for this year's trip, there are signs that the hotel seems to be getting "tired". The Ocean Wing rooms we were assigned to (2012 and 2022) needs a renovation quick as they look old and beaten up. Cabinet hinges are loose and scratches on cabinets can be seen. The sliding door out to a small terrace takes a lot of effort to open and close. The toilet shower/tub sealant have signs of molding on them. On our first day, We had to request for a new blanket as the one that came with the room smelled bad. This was not good considering we arrived early and were told that the rooms were still being cleaned/prepared for us. The outside eating area of the restaurant, Tides, had an unusually high count of flies that should be controlled.

Service is also not as good as before. We asked for plates to be brought up to our room for a family in room dinner...and ended up eating dinner without plates. Someone kept calling to ask if the plates have already been brought up but they never came.

Staff are still friendly and always have the warm smile and greeting but the service quality level (and not just the character/ personality level) really have to be brought up to a higher standard similar to the previous years.

The beach still looks good and have fishes swimming all over the place. But given the very short beach front, it can get crowded given that the beach is open for use by hotel guests and locals who can pay to use the beach facilities. No too much privacy couples but ok for families.

For what its worth, the pillows and bed still allows a good night's rest.

It would be best to upgrade the rooms and service level fast given the Shangrila name is labelled all over the place. Hopefully, when we visit again in a year's time, the upgrades can be seen.

  • Stayed: May 2013, traveled with family
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1  Thank TripAdvisermember37
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JuergenDoerr, General Manager at Shangri-La's Mactan Resort & Spa, responded to this reviewResponded May 15, 2013

Thank you for taking the time to let us know your comments. We apologize for the lapses in service, and would like to assure you that we are looking into how we can avoid these incidents in the future.

We would also like to let you know that the room refurbishment program of our Main Wing is expected to be completed by end of August though new rooms can already be enjoyed now. Plans are in place for the refurbishment of the Ocean Wing as well.

We appreciate your loyalty to our brand and we will strive to provide you with a more delightful experience upon your return.

Should you wish to discuss this further, please contact me directly at juergen.doerr@shangri-la.com.

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2,067 - 2,073 of 3,622 reviews

Reviewed May 9, 2013

The Shangri-La Mactan is a very nice resort. The staff is very friendly and professional. The hotel grounds are amazing. Our room was comfortable and spacious. However, no airport transfers from Cebu International were offered.

  • Stayed: April 2013, traveled as a couple
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Thank Michael L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 6, 2013

My review of the Shangri-La Mactan is largely UNFAVORABLE so I shall try my best to be fair and objective about our experience.

The Easter weekend in the Philippines is an exceedingly busy time for any resort. Droves of families are on holiday and as expected this particular property had 100% occupancy.

Forget the fact that there was no one at the airport to greet us for the airport transfer for about fifteen minutes. Turn a blind eye to the fact that it took another twenty minutes for the said shuttle to finally pull out of the crowded terminal. Allow the busy and hectic staff at the lobby of the new wing to overlook our check in for several minutes; it’s prime time at the hotel so maybe that is to be expected.

You might even forgive the sundry, paltry room in the supposed new wing; a room that had obviously seen better days, knicked, scratched and worn wooden surfaces, misted mirrors and stained bathroom floors.

What perhaps caused the greatest disappointment for this visit was an exceedingly distasteful experience we had in the hotel’s premiere restaurant.
I speak of our experience at Cowrie Cove. We had booked a table for two, arrived promptly and were given a table outside on a deck. Around us was a bevy of Caucasians, a big family table of about eight people. Immediately it was very apparent that management and staff were especially partial to this group. No less than three attendants stood at attention near their table, ever ready to spring to action, pour wine, return wine to holder, swing away a plate, brush a napkin, pander to the children, take pictures, chit chat and fritter away, ask how their day went, and on and on. It was an obsequious display and a rather disquieting one to observe.

A restaurant has a limited number of staff—grant that maybe these were VIP’s and you realize when the staff focuses ALL their attention on one group, then surely they are an utter FAILURE at giving the proper service to the rest of their guests. The obstreperous, overly eager to please display continued through out the evening.

Meantime, table service for the rest of the people around was cursory at best. A person introduced herself as our server but was nary to be found when we needed her. Our soups came tepid. Drinks were unoffered until asked for. Main courses? A lamentable, laughable experience considering it took 30 minutes after we had finished our first course. Of course, it came lukewarm: the supposed crispness of the course a soggy, saucy mess, the rice, again almost unforgivably cold.

In the meantime, in the other adjacent table, servers and guests alike were obviously partying like they were the only ones around. Cowrie Cove had turned into Cowering Cove.

We asked to speak to a manager, raised our concerns, had the unlikable main courses removed from our bill and promptly reported the incident to the front office. The next day, a Food and Beverages Manager came to meet us for breakfast, offered us free dessert for dinner later that night and promptly forgot to follow up on anything else.

It is always disappointing when one pays top dollar for a supposedly reputable brand and then to have such a deplorable, cringe-worthy and almost racist experience; when warmth turns into servility and service is unevenly displayed, perhaps the bigger and more disheartening question that needs to be raised is: were these people trained right for the job? Is this par for course or just a one of discomfiting scenarios? What does management do?

And to be fair, were there any silver linings?

Pool and beachside service were good despite the crowds. Trainees abounded but at least had the energy and verve to try to make things right. Room amenities were all right, check out was swift.

Perhaps the lesson to be learned here is to leave your expectations beyond the gate of the Shangri-La Mactan especially during peak seasons. The hotel claims to “To embrace a stranger as one’s own. It’s in our nature.” In this instance, the Shangri-La obviously embraces some more than others. That, in our experience, it it’s sad and pitiable nature.

Room Tip: Look at other properties on the island--this has seen better days.
  • Stayed: March 2013, traveled as a couple
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11  Thank JVATravels92
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JuergenDoerr, General Manager at Shangri-La's Mactan Resort & Spa, responded to this reviewResponded May 7, 2013

Dear Julia,

Thank you for staying with us and for taking the time to share your stay experiences.

It is with regret that I read the various service lapses during your stay, from your arrival experience to the working order of the room and your overall dining experience at Cowrie Cove. Please accept our sincerest apologies for the shortfall in service delivery.

Your feedback has been shared as a topic of discussion with the department heads concerned and we are currently reviewing our processes and will undertake the necessary steps to avoid any similar recurrences in the future.

We also sincerely hope that you will give us the chance to restore your confidence in us.

We will be sending you a separate email to your address. Please do not hesitate to contact me directly at juergen.doerr@shangri-la.com should you wish to discuss this further.

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Reviewed May 5, 2013

We spent one amazing week at the Shangri-La Mactan.
We decided to travel there during the Easter week, which is the peak season on the PH.
The hotel was 100% fully booked, but we did not once have the feeling, that the hotel was overcrowded or busy. Well maybe during the breakfast time, but then again...looking at the buffet and all that is so carefully and thoughtfully prepared for every palette/nation around the world is just simply amazing.

All the rooms are ocean front.
Our room was very clean and well taken care of. The staff was extremely polite, friendly and service orientated. Staff greated us with our family name and knew our girls names. I was baffled, considering that the hotel ran at full capacity during the Easter Break.
Another thing which we highly appreciated was, that the hotel is very quiet.
No noise from any neighbor rooms, nor outside.

We have met numerous other guests from Singapore during our stay, who told us that they had visited the hotel several times and that the service is one of the best of any Kids resorts in Asia.
We can confirm that!!!

There is a wide variety of restaurants and loads of stuff to do. We haven't used the kids club, since the weather was stunning throughout our whole stay, but kids seems to enjoy it very much.

We highly recommend this hotel to anybody with or without kids.
You won't regret it!

Looking forward to our next stay there.

Room Tip: 6th floor or above - Ocean wing!
  • Stayed: April 2013, traveled with family
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Thank MCK-Wanderlust
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 4, 2013

My friends and I arrived early and got a room that was quite nice with a view. However, the bathroom door got stuck and couldn't be opened or closed. Housekeeping was called to have this repaired. In the evening after a swim, my friends and I went back to the room to get ready for dinner. I got stuck in the bathroom! It took 5 calls to the front desk to get Houskeeping upstairs to get me out. Therefore, we requested to have a room change. We packed out bags and was assured that our bags will be transferred to the new room. Our key cards were dropped off in the lobby as we proceeded to go, out for dinner. Two hours later we are sitting in the lobby without a room. 30 minutes later we finally moved to our new room. Not as nice and to our horror the view from the balcony was a garden filled with furniture and beds, employees loitering and the parking lot. After having been locked in the bathroom for 30 minutes, management should have done a hell of a lot more than move us to room with this kind of view. This is not on par with Shangri-La's high standard. Management only offered a discount on the room and said that was the best he could do. Seriously, are you kidding me! A guest was locked in the bathroom that was supposedly repaired earlier. Other than management having very poor customer service, the resort was fantastic.

Room Tip: Check to make sure the bathroom door closes and opens as soon as you get there.
  • Stayed: April 2013, traveled with friends
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4  Thank VillaTMA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
JuergenDoerr, General Manager at Shangri-La's Mactan Resort & Spa, responded to this reviewResponded May 5, 2013

Dear Tinette,

We are very sorry to hear of your experience. Please be assured that we are rectifying the areas of concern that you mentioned. This incident does not demonstrate the true Shangri-La service and hospitality, and we sincerely hope you will be able to return. Should you wish to discuss the matter further, please feel free to contact me directly at juergen.doerr@shangri-la.com.

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Reviewed May 3, 2013 via mobile

I grabbed their 2+1 promo with free shuttle to downtown. It was the best vacay ever! The meal was oh so good! The service is fantastic! I love their gaming area. Although we've been here almost 5 yrs ago. Just took awhile to fill up this review. It's worth every penny. Hoping to come back again real soon.

  • Stayed: September 2012
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1  Thank La-AaBi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 30, 2013

Wonderful holiday for our small family. Spent most of the time at the beach snorkelling, swimming and kayaking. Waiting staff were super friendly and brought us iced water, fresh towels, and engaged our 7 year old in his mad hunt for hermit crabs! Cannot fault the hotel or staff - entire holiday was perfect! We had an Ocean Wing club room with canapes, cocktails and all day drinks included. Highly recommend this package. It also included all our water activity equipment (snorkels, flippers, life jackets, kayaks etc) well worth it! Pools were great too.

Room Tip: Ocean wing room with a balcony and view to the beach. Fold out sofa bed for child.
  • Stayed: April 2013, traveled with family
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1  Thank Danni D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Shangri-La's Mactan Resort & Spa

Address: Punta Engano Road, Lapu Lapu 6015, Philippines
Location: Philippines > Visayas > Cebu Island > Mactan Island > Lapu Lapu
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Lapu Lapu
#1 On the Beach Hotel in Lapu Lapu
#1 Luxury Hotel in Lapu Lapu
#2 Family Hotel in Lapu Lapu
#2 Spa Hotel in Lapu Lapu
#2 Romantic Hotel in Lapu Lapu
Price Range: $283 - $454 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Shangri-La's Mactan Resort & Spa 5*
Number of rooms: 530
Official Description (provided by the hotel):
Tucked in lush tropical landscape and with a crystalline coastline, Shangri-La's Mactan Resort and Spa, Cebu is the premier, award-winning deluxe resort property in the Philippines. It has won acclaim from both domestic and international travelers for its spacious and well-appointed 530 guestrooms and suites, the variety of its dining, entertainment, sports and recreational activities offered in its paradise-like setting and as home to CHI, The Spa at Shangri-La, one of the largest spa villages in Asia.Nestled amidst 13 hectares of lush greenery, landscaped gardens and with a 350-meter white-sand beach, Shangri-La's Mactan Resort and Spa, Cebu is the quintessential modern-day paradise. It is an exciting refuge for nature lovers and a favorite among holidaymakers, as it combines rustic surroundings, modern conveniences and genuine Asian hospitality that are distinctly Shangri-La. ... more   less 
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Also Known As:
Shangri-La`s Mactan Resort And Spa
Shangri-La`s Mactan Hotel Lapu Lapu
Shangri Las Mactan Hotel
Shangri La Cebu
Shangri La Mactan
Shangri Las Mactan Lapu
Shangri-La's Mactan Resort & Spa Cebu Island/Mactan Island

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