Ion Hotel — Hotel in Baguio

Hi!

I am writing this to express my immense disappointment, anger, and utter frustration regarding the distressing experience my husband and I had during our recent stay at Ion Hotel on Saturday, June 21, around 4:30 PM. Although our check-in time was at 3:00 PM, we arrived a bit late due to heavy traffic. Exhausted from work and running on no sleep, all we wanted was a smooth check-in and a chance to rest.

Unfortunately, what should have been a simple and relaxing weekend turned into an upsetting and infuriating ordeal that left a lasting negative impression. After checking in, we unknowingly left behind a STANLEY tumbler in the lobby – a gift with deep sentimental value. While I understand the responsibility ultimately falls on us to keep track of our belongings, the way your staff handled the situation was absolutely unacceptable and showed a shocking lack of basic customer service, accountability, and empathy. When we realized around 1:00 AM that the tumbler was missing, we immediately contacted the front desk. What we learned next left us furious: the front desk staff acknowledged that they saw the item earlier, yet did absolutely nothing to secure it or set it aside for safekeeping.

Instead, they let it sit unattended until – as per their words – another guest took it, caught on blurry CCTV footage that we weren't even properly reviewed due to the the supervisor being agitated on the scenario I immediately requested access to CCTV footage or at the very least a copy of the relevant video, only to be told that the review was done too late – not when we initially reported the item lost, but a full day later and only about an hour before we checked out. This unnecessary delay not only wasted our time, but also erased any real opportunity to recover the lost item. It may seem like "just a tumbler" to others, but for me, it carried emotional significance.

What’s worse than losing a meaningful item is realizing how incompetent and indifferent the hotel staff were in preventing its loss – despite seeing it and choosing to do nothing. What kind of hotel sees a guest’s personal item left behind in the lobby and doesn’t take even the most basic action to secure it or reach out to the guest? A simple phone call could have solved this issue in minutes.

Instead, we were met with carelessness, vague answers, and an alarming lack of initiative from your front desk and supervisor. I initially loved the hotel itself – and had even considered returning – but this experience changed everything. I am deeply dissatisfied not only by the loss of a valued personal item, but by how it was made painfully clear that your hotel does not prioritize guest welfare, even in such easily preventable situations.

I will be sharing this story with my friends, fellow travelers, and across my social media platforms. Guests deserve to know the kind of service they might face at Ion Hotel – where lost belongings are ignored, staff act only when pressed, and management fails to take decisive action to protect guest trust. I accept responsibility for forgetting the tumbler. But I will never accept the negligence, poor handling, and unacceptable apathy shown by your team. I sincerely hope this message prompts your management to seriously evaluate the training, systems, and attitude of your front desk staff – and most importantly, your commitment to basic guest care. No guest should have to go through...

SUMMARY We stayed at this hotel for several days two years ago when it was a Holiday Inn. We enjoyed our stay back then very much, so we thought we’d try the new management, Ion Hotel. Huge disappointment. This hotel is not a welcoming place for foreigners anymore, and in a city like Baguio which attracts foreign visitors, that’s not a good thing. It had only about 20% occupancy. We understand why. It feels like a place that will go out of business soon. We definitely won’t return.

Hotel Nice location. Lots of available parking with 24/7 security guards. Unfriendly staff. Seemed like they hated working there. Apparently they don’t read their own hotel’s advertised services and acted surprised when we mentioned one. Threat of $20 charge for lost room key. Removed security safety feature from the guest elevators. No luggage carts. Terrible WiFi. Dropped over and over again.

Room Removed safe from room and didn’t even bother to repaint where one had been. No hair dryer or facial tissue in room. Lights in the bathroom shut off randomly even if one of us was still in there. TV only had a few channels available, all Filipino language. Only two pillows on a king size bed; four pillows is standard at hotels like this.

Restaurant Understaffed. They require the use of table buzzers to summon waitstaff, then the waitstaff disappears into the kitchen. Obnoxiously-worded signs about charging per ounce for wasted food are on every table. There are much better ways to handle this problem. Breakfast buffet includes cooked eggs and omelets but we didn’t know that until we saw an omelet being served to another customer. “Afternoon High Tea” is really merienda and does not resemble any high tea we’ve ever had in our lives. They need to call it something else. “Unlimited hot tea” as stated on the menu means they only bring you more hot water, no more tea bags. We’ve never encountered this level of cheapness anywhere else in our travels. Bakery/coffee service area near the lobby is pleasant. Baked...

I recently had the pleasure of staying at Ion Hotel in Baguio City, and I must say, it was an exceptional experience. From the moment I arrived, the staff’s warm and courteous demeanor made me feel right at home. The check-in process was smooth and efficient, setting the tone for a wonderful stay.

Location: Ion Hotel is conveniently located on Legarda Road, offering easy access to many of Baguio’s popular attractions. Burnham Park, Session Road, and various dining options are just a short walk away, making it an ideal base for exploring the city.

Rooms: The rooms at Ion Hotel are spacious, clean, and well-appointed. The bed was incredibly comfortable, with soft and cuddly pillows that ensured a restful night’s sleep. The modern amenities, including a stable internet connection and a TV friendly for console gaming, added to the overall comfort. The unique feature of a remote-controlled curtain in the bathroom was a nice touch, providing both privacy and convenience.

Service: The service at Ion Hotel was top-notch. The staff were always ready to assist with a smile, making sure all my needs were met promptly. Their attention to detail and genuine hospitality truly stood out.

Dining: The on-site restaurant offered a delightful dining experience. The buffet breakfast was delicious, with a variety of options to suit different tastes. I particularly enjoyed the local dishes, which added an authentic touch to my stay.

Overall Experience: Ion Hotel exceeded my expectations in every way. The combination of its prime location, comfortable accommodations, and excellent service makes it a standout choice for anyone visiting Baguio City. I highly recommend Ion Hotel for a memorable and...