Lex Hotel Cebu — Hotel in Cebu City

Greetings,| The review below is for one of the worst hotel problems we have encountered in 15 years of staying at the LEX HOTEL CEBU. After a long trip, we ordered Room Service as we were tired. What was sent to our room was inedible and not even cooked that day. I wrote to the hotel and complained. I received the reply offered below. We were considering|staying again but in checking, "there was no credit issued or sent to us." We will not be staying there again!P||Dear Mr. Baumgardner,|First and foremost, I would like to extend my sincerest apologies for the disappointing experience you and your wife encountered during your recent stay at LEX Hotel Cebu. Your loyalty over the past 10 years (July 2015) means a great deal to us, and it pains us deeply to know that we failed to meet the standards you’ve come to expect from us |I am truly sorry for the quality of the food you received through room service. There is no excuse for serving a cold or subpar meal, especially not to a long-standing guest such as yourself. I am also very sorry for how your wife’s simple request for a banana was handled. Your feedback has highlighted serious lapses in our customer service and kitchen operations, which we are now actively addressing with our team |Please allow me to personally assure you that this is not reflective of the service we aim to deliver. As a gesture of our sincere regret, we will be issuing a full refund for your food order (PHP 3,558) in question. To ensure we process your refund promptly and securely, could you kindly let us know your preferred method of reimbursement? We can arrange a refund that is most convenient for you. Additionally, we are re-evaluating how our restaurant staff handles guest requests to ensure flexibility and better service moving forward |Regarding your inquiry about adjusting your stay due to a potential emergency, I apologize if our response lacked empathy or timely support. Our front office manager John Lloyd informed me that we can not refund the last night but he said he will inform you that you can use the last night on your next stay with us. |We genuinely value your patronage and the feedback you’ve taken the time to share. It’s clear from your letter that your frustration stems not just from this single incident, but from a sense of being let down by a place you’ve supported for many years. Please know that your concerns have been heard and taken seriously, and we are committed to making things right. |We hope you will consider giving us another opportunity to restore your confidence in us. In the meantime, if there is anything else we can do to further remedy this experience, please don’t hesitate to reach out to me directly. |Best Regards,||Bernard...

We stayed in the Lex Cebu twice in the space of two weeks as a pit stop hotel when transiting through Cebu International Airport. Both times we booked the double room. We were on the 7th and 10th floors.||We loved the comfort of the beds, and the bathrooms were spacious and modern with good showers. The pool area on the rooftop is lovely, but the second time (during weekdays) the bar was not open, and no towels were provided like before until we requested them.||The gym was good - it has a few machines and free weights. Though one machine needs maintenance (broken cable).||Sherwin at the front desk was very nice. He gave us a late check out free of charge, as my girlfriend was still ill from the rooftop food issue from the night before. We really appreciated this.||Areas for improvement:||During the first stay, we had an awful experience with the food in the rooftop bar, where the margarita was disgusting and the food was cold (check out previous review from a couple of weeks ago).||John Lloyd Anicoy responded to the review on booking.com, and said that he would love the opportunity to make things right. When we checked in the second time, and reminded him of his words, he simply said ‘Yes, I reported this to other management’??? - what does that even mean. There was no follow up with us from him to see how our second stay is going. Several times that I passed through the lobby, I observed John doing nothing other then laughing and joking with the front desk staff. Any big hotel chain in Europe would be offering some token gesture such as complimentary drinks/room upgrade etc. This guy did none of that. Maybe he is quite junior and not experienced in hospitality yet, but as someone who worked in hospitality during college, I was quickly able to see that the service and follow-up was non existent, and thus, must assume that the food complaint from the previous stay was not taken seriously; and John copy-pastes boiler plate responses to negative feedback with no intention of actually doing anything. Very poor and disappointing.||Other small issues included the A/C not being on at all in the halls or main lobby area, which means that once you leave your room, it gets uncomfortable quite quickly. Probably a cost saving measure but not great from a guest perspective.||Additionally, because the hotel only provides creamer for the coffee/teas in the room, and in EU we use fresh milk and not creamer with our coffees/teas, I asked the restaurant for a small jug of fresh milk for my coffees. I was charged for this. It was some small amount, but seems very stingy to be charging guests for such a...

⭐️⭐️⭐️⭐️⭐️ 5-Star Experience – Outstanding Service at Lex Hotel!

We stayed at Lex Hotel from September 26 to 29, and from the moment we arrived, everything exceeded our expectations. Upon check-in, we were greeted with welcome drinks and a warm smile from a very accommodating receptionist. From the staff who assisted us with our luggage to the staff who gave us a room orientation, everyone was genuinely friendly and helpful.

The room was spacious, very clean, and fully equipped with toiletries, daily bottled water, and other essentials. Towels and amenities were refreshed every day without fail. When we couldn’t get the TV to work, we called for assistance and help arrived immediately – amazing responsiveness!

The breakfast buffet was delicious with plenty of options, and the service was impeccable. Staff were always attentive, friendly, and quick to refill water or help with anything we needed. The chef was also hands-on, even making noodles for me personally and making sure everything at the buffet was in order. Kudos to him – I hope management takes note and commends him! 👏

We also had an issue with the internet, and without hesitation, an IT staff came to our room and even left us a modem. That level of service is rare and truly appreciated.

We had just come from another hotel (Waterfront Lahug), and we can honestly say Lex Hotel outshines it in service, food, cleanliness, and attention to guests. It may not be the biggest or most famous hotel, but it offers something far more important – genuine care and hospitality.

The pool was clean, and the food at the poolside restaurant was great too. Thank you to the staff who still accommodated us even close to closing time.

On top of all that, the price is very reasonable for this level of service and comfort. You truly get more than what you pay for. It’s rare to find a hotel that delivers such quality without the hefty price tag.

This was our first time in Cebu, and because of Lex Hotel, it became an unforgettable experience. We felt truly welcomed, valued, and cared for throughout our stay.

5 stars all the way for the excellent service, cleanliness, food, and overall experience. We will absolutely stay here again and recommend Lex Hotel to...