Pillows Hotel — Hotel in Cebu City

Roaches, Roaches & more roaches. I wouldn’t recommend them at all, it’s sad because the staff is great but the management is terrible. My first night there I dropped my bags in the room & left for the day. When I returned in the evening I found a few small live roaches on the side table near the bed. I was shocked & displeased but I didn’t make a big deal about it. But as the night progressed what I thought was a few baby roaches turned into a full blown roach infestation. They were in the sink, on the walls, on the curtains, on the floor, in the closet, & even in the bed. I was mortified to see just how many kept coming. I felt like I was in a roach motel.I took pictures to show the front desk. They couldn’t have known about this roach problem, if so why would they put me in that room? When I told the lady at the front desk she was apologetic & said there have been complaints by other guests of roaches…WHAT? So why would you put a guest in that room? To make things worse she said there were no more rooms that I could move into but she would try to move me in the morning. She said she would spray roach killer in the room.She sprayed around the bed, in the bathroom, along the walls & floors. So now I have roaches and toxic fumes in the room I am paying to sleep in. She left & more roaches appeared so I asked to keep a can of roach spray as it was my only weapon against this roach army that lived in the room. My night was spent killing roaches & making sure they didn’t get into my bags so I wouldn’t take an infestation home. I was slept deprived & paranoid the whole night. When I did get the courage the get into the bed around 2am I found that the sheets were dirty in multiple places. Roaches & dirty sheets!I put on a long sleeve shirt & pants to not touch the dirty spots on the bed with my bare skin. I left all the lights on so I could see any roaches. eventually I couldn’t stay awake any longer & I fell asleep only to be woken up to 2 roaches on bed. I screamed & tossed the covers over them, i later found & killed them. That was the worse night I have ever spent in a hotel. The next morning I asked to speak to the manager who “wasn’t available”. The front desk staff offered to change my room. My trip was prepaid through a 3rd party vendor so if I left I would lose all my money. That’s the only reason why I did not walk out of that hotel. Thankfully the new room was roach free or at least I pray it was. At the end of my stay I asked for the manager again & was told the same “not available”. I asked for a refund of my first night. I thought that was the least they could do after the traumatic night I had in their infested room but I was told that the manager said no over the phone. The manager never even took the time to speak to me. The front desk lady said she was only able to refund me the $1.50 iron rental fee & that was their compensation for what happened to me.It’s a shame that the management of this hotel is so strict on the refund policy but not strict on cleanliness & sanitation standards for their guests’ rooms. I would not recommend this hotel to my...

Rooms and accommodation.

I stayed for 4 days and 3 nights in this hotel. I initially booked for a night and decided to extend my stay because I like the room with a window and a view with trees. I am not so fond of not so well-lighted rooms so having a room with a window is a good point.

Rooms are new and modern. Staying old and dusty hotels are a huge turn-off. But this hotel is fresh and modern.

Breakfast is good.

Staff

The reception officer who entertained me from day 1 is helpful and pleasant. Greeting guests constantly is laudable.

However, I have some few comments:

Staff from the restaurant usually visit rooms to tick-off checklist for breakfast every night. One time, I was in the bathroom naked while the lady kept on ringing the doorbell which is annoying. Calling out several times and was in fact told to wait. Perhaps she did not hear me, so I shouted WAIT!

Staff should be reminded that hotels are not boarding houses wherein they can barge into guests rooms incessantly. There must be a system in place in order to avoid this situation. If guests did not respond after once or twice of ringing the doorbell, staff should be courteous enough to stop bothering guests who might be resting or doing toilet.

There are a lot of ways to remedy this situation like leaving the checklist or whatever it is at the door, or, having guests fill up forms upon check-in rather than pestering busy guests with a lot of forms.

Guards must be kind enough to assist guests with their luggage. Not just watch guests struggle with luggages. Some are nice, but most guards on duty give an I don’t care attitude. Especially the morning guard who did not even care if guest is struggling to get in the car or not.

Location.

Location is a good choice if you are doing regular visits around Cebu Doctors hospital.

Would I be back? I think yes, if I get the same room. If I get only the room without the windows, I will not.

Overall, this hotel is good and...

We have probably stayed in this hotel around 30 times over the last 5 years or so. It was never perfect but it offered fairly good value and we used to find the staff very helpful so we used to overlook the small problems. However, on this visit we were given our usual room but on entry we noticed there were only a total of 2 pillows on the bed. We both like 2 each and struggle to sleep with one each. On our previous visits there were always 4. I called reception and asked if we could have 2 more. I was told that as we had only booked a ‘standard room’ we were not entitled to 4 pillows. I explained that we had stayed there many times before and that we had always had 4. She then told me that in the past we must have been upgraded and there was nothing she could do!

The following morning I asked for the manager. When he appeared I realised I had never seen him before despite having stayed there many times and for many days. He appeared sleepy as if he had just been woken up. It was 9am. I explained the situation and I showed him the Agoda booking page of the ‘Standard room’ and the picture of the bed which not only 4 pillows but also 2 cushions. I asked if their hotel, ironically named Pillows had any spare pillows? He said they had and his response was that he would speak with the receptionist. His response was totally inadequate. There are many minor problems at the hotel, most of which involve staff training. In well-run hotels and throughout the hospitality business, you will see the manager a lot as his job is to supervise. Not at Pillows. We had a poor night sleep and then had to drive for 5 hours. We will not be staying...