We stayed at Crosswinds Resort Suites last Feb 13-14, 2014. Prior to that, their reservation officer had been politely answering my queries with regard to our reservation. After booking has been confirmed, I had to follow up every query that I made to the same person as no one from their other departments bothered to reply. To make our experience worse, we accidentally left an Abercrombie cardigan/jacket inside the cabinet and were already in the bus (going to MNL) when we remembered it. I texted and sent an email that same day to advice them of the incident. Again, the reservations agent acknowledged my email and had it forwarded to their front desk section for checking. On the other hand, I did not receive anything thru the mobile number I texted. It was already February 17th, still no feedback from their front desk dept. I made another follow-up thru their reservations agent and vented that we feel neglected about the issue. She apologized on behalf of Crosswinds and had the matter escalated to their Operations Manager. That same day, I received an email from their Front Desk Dept (sort of letter of apology) for the delayed response and to inform us that they have not found any item left inside the room. It took them 3 days to respond and I may have not received any if I weren't irate on my follow-up email. In addition to this, we are certain that the cardigan was left hanging inside the cabinet as I had it prepared by myself. My friend was sick at that time and was supposed to wear it on our way home but forgot to get it. We also used their own shuttle service that brought us to Olivares Bus Station and had left nothing inside the van. Not to mention that someone we don't know was with us in the van (maybe an employee as the driver personally know him and where to drop him off) though we paid P300 for the service that was supposed to be, I believe, "private". We could have been advised about it as a courtesy. To be fair, their Operations Manager had also acknowledge my complaint last February 17th and told us that she will conduct an investigation on the cause of delay. She said their lost and found section advised her that nothing has been retrieved in our room. With my last email dated February 18th, late in the afternoon, I specifically told them that we are no longer after the lost item and the result of their investigation. Today is the 19th of February, no acknowledgement received yet from anyone. Material things can be replaced but customer experience cannot be changed. It was not the kind of service I expected from them since they are working on a 4-star, luxury hotel. I am not recommending this hotel to anyone as you might experience the same drama. Vacations are meant to be fun, relaxing, memorable and hassle-free. That's the reason why we chose to stay and pay for a higher valued hotel but it turned out to be such a big disappointment.
- Official Description (provided by the hotel):
- The Crosswinds Resort Suites is the ideal place to unwind and to recharge. Located inside the leisure community of Crosswinds Tagaytay and nestled on the hillside of this 100 Hectare development, the crisp scent of 20,000 pine trees perfuming the air and the view of rolling hills with sweeping vistas, offer a welcome repose for nerves frayed and tattered by the stresses of work and urban life. Each of the Crosswinds Resort Suites units are beautifully furnished, open for daily, weekly or monthly stays, and are now available at very reasonable rates. ... more less
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- Also Known As:
- Crosswinds Hotel Tagaytay