Rancho Bernardo Luxury Villas and Resort — Hotel in Bagac

Not impressed — poor customer service outweighs the good location||For a professed "luxury mountain resort," Rancho Bernardo in Bataan did not meet expectations. I’m giving 2 stars — one for the location, and one for the spa (Arjay was accommodating and the massage was actually good, though pricey).||Everything else was frustrating:||1. I confirmed via Viber that we could play pickleball. When we got there, they said it had to be before spa hours — so we scheduled it for 7am. The next morning, they suddenly said we couldn’t play because they needed to “set up the net.” We even brought our own gear. Totally inconvenient.||2. No à la carte menu for 2 days. They forced guests to get their expensive but limited buffet. No ketchup, either. Plus, they only served fish and veggies on buffet. The chef said they cannot accommodate the request for a bacon and hotdog.||3. The barista (Dominic) looked annoyed when we ordered. We asked about the pool wifi — he said only the IT team knows it. Are guests supposed to chase down IT now?||4. Can’t play basketball during spa hours because the court isn’t soundproof. Seriously?||This place badly needs customer service training. If you’re paying for a "luxury" experience, you’ll be disappointed. Honestly, La Jolla is so much better. If you’re into bad service and being disappointed, then by...

Not impressed — poor customer service outweighs the good location

For a professed "luxury mountain resort," Rancho Bernardo in Bataan did not meet expectations. I’m giving 2 stars — one for the location, and one for the spa (Arjay was accommodating and the massage was actually good, though pricey).

Everything else was frustrating:

I confirmed via Viber that we could play pickleball. When we got there, they said it had to be before spa hours — so we scheduled it for 7am. The next morning, they suddenly said we couldn’t play because they needed to “set up the net.” We even brought our own gear. Totally inconvenient.

No à la carte menu for 2 days. They forced guests to get their expensive but limited buffet. No ketchup, either. Plus, they only served fish and veggies on buffet. The chef said they cannot accommodate the request for a bacon and hotdog.

The barista (Dominic) looked annoyed when we ordered. We asked about the pool wifi — he said only the IT team knows it. Are guests supposed to chase down IT now?

Can’t play basketball during spa hours because the court isn’t soundproof. Seriously?

This place badly needs customer service training. If you’re paying for a "luxury" experience, you’ll be disappointed. Honestly, La Jolla is so much better. If you’re into bad service and being disappointed, then by...

Stellar Private Luxury Resort worthy of Conde Nast mention. Impeccable service by the staff.

Entrance to the Resort is Mediterranean inspired with grand Arch entrances and statues. We upgraded to a private Villa. The amenities provided, the Villa environment and staff were impeccable. We were greeted and welcomed personally as we entered the Villa by the General Manager along with other staff and the assigned personal Butler that is inclusive with the upgraded private Villa. The private Villa is intricately Bali inspired design and is secluded in a very quiet lush, green and serene environment. There is a private outdoor Jacuzzi solely for each private Villa. Meals were healthy with optional local fares, nicely prepared and brought to our Villa. Most of the staff and general Manager came to our Villa on two separate occasions to surprised us with sumptuous cakes to celebrate our 32nd wedding anniversary and my birthday. Our personal Butler, Frederick (Ogie) Bonete was stellar with his delivery of everything we needed. He also gave us a tour of the entire resort grounds. All of them were amazing during our stay on June 24-25, 2023.

Disliked · Signage to the Resort from the town outskirt needs to be more embellished or made larger as we have easily missed...