Puyo Suites — Hotel in General Luna

Not sure why this place has high rating, but I arrived today and my experience has gone from bad to worse.

(-) Room assigned to me is on the ground floor right in front of the front desk. When I asked for a room in the higher floors, I was told that all double rooms are im the GF and if I want one in the upper floor, I could downgrade to a single room, which is obviously not what I paid for.

When I asked for a room that's at least not in front of the front desk, I was told I'd need to wait for other guests to check out first, and since I asked for early check in (which costs Php500 btw) because I haven't slept yet, I decided to take it.

Then the door lock is not working for Room #1. When I informed the front desk personnel about it, she was dismissive and said there's a chain lock anyway and that since room is in front of the front desk, they can see if somebody goes in when I'm out. I insisted to change rooms and until now I'm still waiting. I can't sleep bec when I said they can wake me up at 1pm, she said that it has to be at 12 noon because that's the time the repairman comes to fix the door and that they'd need to get the room cleaned again for the other guests.

It's extremely noisy inside this room (#1). I can hear guests complaining at the front desk, and the staff bantering and chatting with each other. I can also hear all the noises from the street outside.

There's a wide gap between the door and the doorframe. Probably why the lock is not working and why I can hear everything outside. I can actually see outside through this gap and I'm worried people can see me inside too.

Towels are old and discolored.

Bed is itchy and I'm not so sure if the sheets were changed properly. Sheets are a bit stained and blanket is thin.

Closet provided is not user-friendly.

No food service.

(+)

Room design is good and there's a private veranda for the room.

Numerous hangers provided.

Room is spacious.

Bathroom is not too small.

Blockout curtains.

Bed is comfy and pillows are soft. I just feel like small critters are biting...

Actually, I wasn't able to go. If I could give them 0 star, I would. What happened to me was I booked with Agoda to go to Puyo Suites in Siargao last March 23, 2024. 12 days before my accomodation in Oct, I received an email that my booking was cancelled. They were telling me that the reason was my credit card was invalid. I called Agoda customer service that my credit card was already charged and I already paid for it. What are they talking about invalid credit card? So they asked me to send them the proof of payment. I sent them my Credit card statement right away within 10 mins. It took several days before they told me this time, that I cancelled my booking and I can no longer get my payment back because it was non-refundable. I told them again and again that I did not cancel my booking. My credit card was charged and I already paid it. I also sent them my receipt. But they keep telling me that I cancelled it. I really didn't know the reason whether my credit card was invalid or I cancelled the booking. But either way they were both wrong. Agoda was also telling me that Puyo Suites was refusing to refund because it was a non-refundable policy if I cancelled but I NEVER CANCELLED IT! Don't use Agoda and don't go to Puyo Suites in Siargao. These are people who doesn't care about people losing money. It was their fault and I suffered. This was really a...

Not a good stay. Out of our trip in the Philippines we found this the worst one unfortunately. The bathroom had no hot water - because when you turn the heat up the light flickers dangerously like a disco. There's dogs inside the property ground- when we checked in there was a dog laying on the counter where you hand over your passport. No fridge in room which is essential to keeping water and goods cool. This was also the only place that asked us for a 1,000 peso cash deposit. The door to balcony was hard to open/close. WiFi was good, location was good, and the bed was comfortable but the bed had a small sheet that was not long enough for 2 people. The hotel has the strictest policy gor checkin/checkout ever. 3pm checkin and not 1 second earlier. 11am checkout and not 1 second later. They make this very clear when you arrive! Lucky we arrived on time and left way before 11am. There's plenty of options around this area to stay so wouldn't choose this one again based on the above experience. During our stay we didnt have our room cleaned and no fresh towels so we used wet towels. Also the bathroom water goes everywhere when taking a shower and easy to slip. No hot water No fridge Dogs around inside hotel No clean room No flexible checkin/checkout time Thin sheet not big...