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Reviewed December 28, 2008

We were expecting a real joy to this hotel but disappointments are instore for us. We arrived at the hotel afternoon of December 24th. We dined at their restaurant at about 7:30 pm. They served our orders at about a little past 8:30 pm. We thought that these was only because they are short of personnel because of the holidays , but we were a handful in there to be served . Patience is the name of the game . Room service was fine on that night, because we ordered some hot chocolate and sandwiches. Our room at 415 was neat and orlderly , linens are clean and smells good. At the shower room, I noticed that the shower is defective with the water coming out only on the other side and almost nothing in the middle. Also there is no hose that we can use to clean our butts after we dispose our human wastes. So we have to walk to the shower room to do this. This I think is one of the things ignored by housekeeping staff. Break fast was nice they had buffet, my family is delighted to see crispy tawilis , a local menu that is delicious.But our Dinner on the 25th was disastrous! We arrived at the restaurant at 7 pm but there were no one to assist us on our seats, so we waited there, standing. When we arrived there, there are about 12 persons eating or are waiting for their food to be served. I Noticed that there are 4 (2 men and 2 women) staffs there. It took 15 minutes for the manager to notice us and he personally assisted us to have the seat. It took another 10 minutes for someone to take our orders. This is Gemini L. Salazar. An hour passed and there is no food being brought to our table.We waited and waited for our food. We noticed a family of about six arrived at the restaurant and seated outside near the swimming pool. They were promptly assisted by Regine M. Eclarinal. With her gestures, I can surmise that she was trying to convince the family to stay inside because the rain is getting worse.But the family stayed on where they've chosen. About that time, Ms. Gemini came to our table for the first and last time to inform us and apologize for the delay. We said its okay we'll wait a little longer. But to our dismay the family that came an hour later that was being assisited by Ms Regine got their food ahead of us!!! There are also foreigners at the opposite of our table that is also waiting for their food, which they ordered almost at the same time the family that was assisted by Ms. Regine. At last the first food that was delivered to us came an hour and forty, the rest came after another twenty minutes and every time we keep on asking where were the rest of our orders.After two hours and a half they informed us that the remaining two drinks ordered by my daugther were not available!!! Also by this time the foreigners that are waiting for their food are still waiting fuming mad!!! I can only say that "welcome to the club", (to myself of course). The manager is profusely begging for forgiveness, but harm has been done and our dinner was a disaster!!! Those two women who takes the orders hardly looked at us as if they dont even recognize our presence much more of our plight. Arrogance at its highest ! So we advice those who would like to eat at the Cafe Luna of Hotel Kimberly Tagaytay to think not just twice but dont ever ever entertain eating there lest you will lose your appetites, except if there is no other choice. At last its check out time and my sister went to the front desk early to to settle and pay for the bills and guess what !!! It took them too long to compute our bills that we nearly considered eating there again !!! Whahhhh!! What an experience!!! But they got nice slides there for the kids! The pool is not so clean in fact there pieces of bread at the bottom of the pool!

  • Stayed: December 2008, traveled with family
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
5  Thank crisdominguezjr
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nat0123, General Manager at Hotel Kimberly, responded to this reviewResponded January 15, 2009

Thank you for your feedback. We take pride in our staff hospitality and quality and take your comments very seriously.

Thank you for your positive comments on our rooms. We are proud of their large size and quality. As one of the newer hotel in Tagaytay we value your opinion and patronage.

If there is anything that our guest is dissatisfied with or if items are not working such as your showerhead, we immediately move the guest to other available rooms as standard practice once alerted. Likewise our public areas including pools are cleaned daily and routinely monitored. We are regularly complimented on the cleanliness of the hotel and regret that you did not have the same experience. Bathroom hoses or bidets are not standard installations in hotels but we gladly accommodate any special requests where we can. If any of these did not meet your expectations or were overlooked I can only apologize.

With regards to Café Luna, while is it not an excuse, we had a one-off high incidence of staff absence that particular night. As I said it is not an excuse but it is largely the reason why you had a delicious breakfast buffet (our normal standards) and your dinner experience was not so good. Rest assured we have taken steps to address the issues you brought up to ensure they are never to be repeated.

Again my apologies for your experience and I hope to be able to see you in a future visit to personally assure you of a great hotel experience.

Sincerely,
Eric Bernie Corpus
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 10, 2008

Good family hotel to stay in when visiting Tagaytay. Was too tired from a long day of sightseeing so was pleasantly surprised when the hotel had free board games to keep my kids busy while I swam in one of the 2 pools and got a massage. Talk about a relaxing experience! Oh, they even have a playground for kids too.

Rooms were spacious and clean. Service was very good.

Stayed: May 2008
3  Thank ManilaSunshine_75_2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 30, 2016
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  • Stayed: May 2016, traveled with family
    • Location
    • Rooms
    • Service
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.