26.04.30Our experience unfortunately did not meet our expectations, especially considering our VIP status with Agoda.
Prior to arrival, we requested an early check-in, which is stated as an exclusive VIP perk. We arrived at approximately 12:30 PM, ahead of the official 2:00 PM check-in time. Despite this, we were charged half of the room rate for just one hour of early check-in, which was very disappointing and unexpected.
Upon check-in, no staff offered assistance with our baggage. I was carrying our baby at the time, and we had multiple pieces of luggage, all of which were carried solely by my husband. Basic hospitality and guest assistance were clearly lacking.
Once inside the room, we immediately noticed that it was quite dark and had a strong smell of dust, which caused constant sneezing. This was especially concerning since we were traveling with a baby. Additionally, several maintenance and housekeeping issues were present:
The bathroom door was difficult to open and felt unsafe, as if one could get locked inside
The faucet was loose
There was no tissue provided in the bathroom
The following day, there was no water supply from 8:00 AM to 11:00 AM. Our checkout time was at 12:00 PM, leaving us only one hour to bathe and use the bathroom once the water returned. This was extremely inconvenient and stressful.
We also ordered breakfast at 8:30am, but it was delivered around 10am. It was just tapsilog and sandwich, yet the delay was unreasonable.
Overall, the experience was very disappointing and far from the quality we expected. We hope this feedback is taken seriously and used to improve both service and facilities, esp for families with young children.
26.04.30 Had a lovely stay at Great Eastern Hotel! The overall experience was smooth and comfortable, and what stood out the most was the kindness of the staff. Special mention to Shiela at the front desk—she was very pleasant, accommodating, and handled everything with professionalism. Her warm approach really made the stay more enjoyable. Highly appreciated!
