No ownership by staff to put the client first.
We arrived around 2 AM, having made a late booking. The staff was not familiar with our booking, could not accept our payment through the CC terminal and do not have parking for our car. We were given the option to park on the street, at our own risk, and they told us the parking was full.
What was disappointing here was the staff just asked us to wait but did not provide any solutions for us to go to the room. As you can imagine, we were quite tired because it was the birthday of my girlfriend and we had come from a dinner but didn’t want to drive home (as she lives quite far). By booking - we understood that the hotel might be lull, due to the time, but we never expected the Hotel not to be able to manage their clients.
The other thing we noticed was many of the guests were mainland Chinese, we’re Chinese Filipinos so I think the staff initially treated us the same way as their ruder guests and didn’t take ownership because they thought they could take advance of the “foreign” aspect, assuming we wouldn’t know how the Philippine market is.
Eventually we were given a room by 3 AM, no parking was given and the staff woke us up by 8 AM to move our car. When we arrived at the room, it was not ready. Disappointed because of the quality of service at the property, and lack of customer service.
It felt like we had to “take risks” as guests of the hotel because they could not assure the safety and quality of the stay.