I booked a Super King Room at Taal Vista Hotel expecting a proper 5-star experience, but unfortunately, the service was disappointing.
Upon arrival, we waited around 10–15 minutes at the lobby even without a long line. After check-in, nobody assisted us going to our room. The staff only gave directions and did not offer help with our luggage, causing us to get lost looking for our room. We also tried calling for assistance by dialing 4 several times, but nobody answered.
In the end, we had to move our car closer to the building ourselves because the parking area was far from the room. There were also no complimentary welcome drinks or even bottled water despite the expensive room rates.
I understand that our room was in the older building, but the price certainly is not “old.” Compared to other 5-star hotels like Conrad Manila, where staff assist guests immediately and provide much better hospitality, the difference in service is very noticeable.
The view and ambiance are nice, but the customer service definitely needs improvement to match its 5-star reputation.
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