Summit Galleria Cebu — Hotel in Cebu City

Update: 19th December: The sales team seems to have realised that their contract with us is ending soon and so decided to meet with the team (since I was unavailable). They have apologised and promised to do better but have not offered anything else outside of their rigid policies.

16th Dec 2023: 2 Stars: This is an updated review and my opinion has changed based on experience. while the hotel staff and services are good the lack of customer experience and rigidity in policies still makes this as Below Expectations for a place of this stature and cost.

Pros: The rooms are spacious. Not very elaborate but just perfect for a leisure or business traveller. (I am a business traveller and have been staying for long periods since 2021). All rooms have a default electronic safe, Hair dryer and you can request for an iron and board if required. The bed is very comfortable. Drinking water used to be bottled but now it is provided as a water dispenser on all floors (a long walk depending on which room you are in). The front office and other staff are always smiling and pleasant although the front office can be clue less at times when they have a difficult question to answer. The restaurant has a decent spread and the food is good. You can access the mall through the restaurant which is another plus.

Cons: The window blinds are good and opaque except that they have moth bite holes in them. This has been the same case in all of the rooms that i have stayed in. The water pressure in the shower is not sufficient so it does take time to have a shower. The Air conditioning in the room (the ones i have stayed) is not controllable, so you are either sweating or freezing. The hotel does not have a laundry service but you can find a self service laundry in the mall. The front office left me waiting at the airport on 2 consecutive times since they do not follow up if their car service has picked up the guest. I had to find my own way after a lot of difficulty on both instances and then I stopped trusting the hotel for a pickup or drop. There were instances where the aircon and was not available for around 5+ days and the room was at 28degrees plus (they gave me an electric fan) and one instance when the water systems broke and no water for almost 1 full day. The following day they done some maintenance without informing the guests about it but after i gave them feedback, i noticed they have started leaving notices in the room of such maintenances.

Grievance: The Sales team at this place does not care about the customer after the sale is made. The hotel sales team and sales policies are not very customer friendly irrespective of whether you are a regular. I have received much better service in other places and I feel the Summit at Cebu ranks the lowest for after sales service especially considering that i stay at the summit for atleast 90+ nights per year. I have been constantly asking for a meeting, tried escalating it as well but no use. This makes it feel disrespectful and i feel customer experience does not get any priority.

You can inform/complain/suggest/recommend to the duty manager, all you want, but nothing will change about the Water, the Aircon, the indifference to customer experience and the sales team's after sales service.

Other Improvements seen: They would previously never pick calls at the reception but that has improved over the past 3 visits. House keeping used to be only until 5pm (a difficult situation for me since i do mostly a late shift and so am sleeping until the afternoon) but this has also changed on this visit and is available until 8pm.

Review 2022: 5 stars: Good hotel. The rooms and food are great and provide good...

There are so many things to love about Summit Galleria Hotel: the rooms are incredibly comfortable and spotless, the rain shower feels amazing, and the separate removable shower handle is a thoughtful touch. The flat-screen TV was a great addition, and the daily room service (available until 10 PM!) was convenient. Whether you choose the buffets or the à la carte options, the food is delicious, and the hotel’s location couldn’t be better—right inside the Robinson Galleria Mall for easy shopping, surrounded by businesses and other malls. What truly made our experience unforgettable, though, was the exceptional staff who went above and beyond to make us feel welcomed and valued.

I may not remember everyone's names, but I do want to give recognition to some amazing team members. Cyrill at the front desk was so helpful—she checked us in, assisted us with setting up our GoRewards for a special offer, explained how the laundry service worked, and answered countless questions during our nearly month-long stay. Two Angelicas and an Angelic were also very helpful with converting large bills for taxi rides, assisting with checking in and out of family rooms, and printing documents for us. Heralf made sure our laundry needs were met and even helped with taxis at the front door.

Speaking of which, the staff at the hotel entrance were always so welcoming with their big smiles, offering assistance with transportation, directions, and luggage. And, I can't forget to mention the Summit Cafe staff—they are absolutely fantastic! Each dining experience felt extra special thanks to their attentiveness, warm smiles, and exceptional service. And of course, the food and desserts were delicious. A heartfelt thank you to Catalina, Stephen who made us feel like VIPs, Dave, Marc, Joanna, Arc, Joy, Eunice, Angie, Angela, and Sam for making everything even better, especially for helping me pre-plan a dinner and prep breakfasts for 20 people.

I am so grateful for all the care, kindness, and attention to detail that made our stay truly memorable. Thank you to everyone for making our visit...

Employee Review for Catalina – Summit Hotel Cebu (Summit Cafe) We’d like to express our sincere appreciation for the exceptional service we received from Catalina during our recent stay at Summit Hotel Cebu. From the moment we arrived at Café Summit, Catalina welcomed us with a warm smile and respectful greeting that immediately made us feel at home. She was stationed at the counter, and right away, her professionalism and genuine passion for her work stood out. She went above and beyond to ensure our comfort—even offering us seats and checking in regularly to see if we needed anything. The following morning during breakfast, Catalina once again impressed us with her attentiveness. She assisted us with finding comfortable seats and offered drinks, including a delicious cup of sikwate (hot chocolate), which we truly enjoyed. She also recommended puto maya to pair with it—a thoughtful suggestion that really made the experience even more memorable. Throughout our stay, Catalina consistently demonstrated sincere care and excellent people skills. Her dedication to making guests feel welcomed and cared for is truly commendable. She has a natural gift for hospitality, and her presence made a big impact on our overall experience. We didn’t get a chance to say goodbye or thank her personally as we checked out right after breakfast, but we sincerely hope this message reaches her. Catalina, you are a gem, and we hope the company recognizes the value you bring to the team. You genuinely deserve recognition—and maybe even a raise—for your outstanding service. P.S. We couldn’t help but notice your striking resemblance to Awkwafina—what a fun bonus! 😄 Thank you again, Catalina. Our stay wouldn’t have been as special without you. Keep shining and making people feel at home with your remarkable service! Warm...