Best Western Plus Metro Clark — Hotel in Angeles

I personally checked this hotel prior to booking to ensure that the actual rooms match what's online. I arrived there and waited a little then was assisted by "Ernest" for a bit, then endorsed to another frontdesk officer.

I initially asked for two (2) standard / deluxe rooms for 1 night, and 1 family / executive room for another night.

They brought me to the other side of the hotel to show the rooms (which they said where the family/executive room is located), it was a little dark and the ambiance is quite creepy and I found out that's it's an old building (but still decent in terms of how it looks). Unfortunately, the room card didn't work and we had to go back to the lobby. Since I drove from the South and left at 4AM, I was a little exhausted already.

So I just told them what I need--2 rooms for 1 night, and 4 rooms for another night. I was advised that a Superior Twin room is available at the new building, and so we checked. It was a good room to be honest. And then I checked another room which is the Superior King room located at 701. It was clean and available at that time.

I booked two (2) Superior King online for 2 nights, and another two (2) Superior King for 1 night. My companion asked if we can check in earlier than usual. Ernest advised us that we have to wait until 2PM since there's "no room available". We needed 1 room only that time. We waited for around 30mins and realized that room 701 is available since I was able to check it. I approached Ernest and asked about 701. He told me that it's not available since "a guest" booked that room before me. I told him that I booked the same type of room and I'm at the property already so I should be able to check in early since the guest didn't mention their arrival time. And again, the room is available. He seemed to be caught off guard and so he allowed us to check in. We felt discriminated since Ernest was not really welcoming from the moment I stepped in. He didn't even smiled at me, but he did to the other guests. He seemed to be choosing who he will treat nicely. He didn't bother to check or offer other options but rather firm of just saying "no", "not possible". His tone, his facial expression/reaction, his thinking, are far from the "hospitality industry"...

We stayed overnight for a business and family trip, while my mom and sister arrived a day earlier than us and had a 3-days and 2-nights stay.

Unfortunately, the bathroom lock in our room wasn’t working, so you couldn’t close the door for privacy especially when doing your “number 2” thing. The sink bracket was also broken, which made it unsafe for my child.

The control keypad in the room was another headache! It was confusing and didn’t match the functions at all. Even tech-savvy people would get frustrated because it doesn’t respond the way it should. Juskopo! It was such a stressful experience dealing with those buttons. We had no choice but to sleep with the lights off and rely on the bathroom light since we couldn’t adjust the room lighting or control the air conditioning temperature properly due to that faulty keypad.

Breakfast options were limited, but kudos to the chef cooking the eggs and pancakes!

And last but not least, a special mention to Ernest at the reception. You definitely made our stay memorable! You seemed to pick and choose who you wanted to assist. My family had been driving for hours, exhausted, and chose your hotel to rest, yet you assisted them so poorly. My sister, sister-in-law, aunt, and mother arrived at the hotel earlier than we did, and they were the ones who took care of our rooms so we will not experience the same treatment they received from Ernest, so other receptionist asssisted us upon our check in.

You did a great job ruining both our first and last day, Ernest.

I sincerely hope the management can provide him with a refresher training on proper guest service and professionalism.

Just to share, we also work in the hospitality industry so we know how guests should be treated, even when it comes to simple questions...

Beautiful hotel nice lobby having Christmas decor as it been the season with big tree going to the cafe Sebastian Having Nice size rooms with full amenities and big tv Polite and friendly staff Nice for few nights but a bit pricey but on line bookings you can get a descount there's parking and entrance to hotel at the back of savers mall having few good restaurants on the ground floor with appliances shop on second floor Only thing I put 3 stars and not 4 star is my wife had a free promo card to have a free night with breakfast for 2 from one of her work sponsors since working for the DOH we were there early as check in was 2pm my wife went to the reception desk having 4 staff ignoring my wife for 10 minutes only when I got up from the chair in the lobby went to the desk they took notice of my wife ok maybe they were busy but then one of the lady receptionist said the promo card was for half price and then saying there is no queen size rooms available having to upgrade to king size with additional charge 800 peso on top of 4k for the room To us the promo card said free one night accomadation so I said no we find a nother hotel there's plenty round there with pool and cheaper with breakfast too Just then I think it was the manager came out said it's ok it's free room but only have king size rooms available with extra cost So we agreed don't mind paying extra for upgrade but not extra 4k for the room as I can get on line on google cheaper We felt that we were been cheated trying to rip us off even though the lady reseptionist was applogetic and freindly about it it still made us feel uncomfortable Anyway after all that we had a lovely stay and masarap breakfast we thank you But I Don't know if we would go back here again...