Siargao Island Villas — Hotel in General Luna

Never again! Terrible amenities, cafeteria style breakfast, and worst of all horrible customer service. I had a reservation for two bedrooms for 6 adults and paid for it in advance. Upon arrival, I even confirmed with them if the extra beds and mattresses were prepared. But they told me that I only booked for two persons per room. I explained that I added extra persons to the booking and, if necessary, I had no issue paying any additional fees. However, they insisted they wouldn’t provide extra mattresses unless we paid immediately. I told them this was not my fault they failed to provide the correct quotation but still, I was willing to pay. Despite that, they refused to set anything up until we paid on the spot. To make things worse, we were traveling with two senior citizens. Most hotels would just add the extra charge to the final bill, but not here. Absolutely the worst service I’ve experienced. After we checked in, we noticed that the air conditioning in both rooms wasn’t cooling. In the premier room where the seniors were staying it wasn’t working at all. We informed the staff, and they told us to wait a few hours, saying it might cool up. We waited, but it didn’t improve. They sent a maintenance guy who told us again to wait. So we unpacked and went out for dinner. When we came back, it was still hot. Around 12 a.m., the air conditioning completely broke down. We called the front desk, but the receptionist seemed unconcerned and didn’t know how to handle the situation. I even asked for an electric fan. At first, they said they didn’t have any! I explained that the seniors couldn’t sleep without air conditioning in the middle of the night. Eventually, they offered to move us to another room but who wants to pack and transfer in the middle of the night after a long day? Finally, they gave us one electric fan the same one they said didn’t exist. So, the seniors had to sleep with just a fan. In a supposedly premium resort like Siargao Villas, that’s unacceptable. What an “amazing and relaxing” night indeed. The next morning, I was surprised that no one had bothered to check on us not even to offer a room transfer or send a maintenance person to fix the aircon. So, I went to the lobby to follow up, and it seemed like the staff had no idea what happened the night before or they simply didn’t care. I asked to speak to the manager.

When the manager arrived, she was anything but professional. Instead of showing genuine concern, she had a smirk on her face, almost as if she thought we were just looking for a free upgrade. I told her clearly that we didn’t care about a room upgrade we just wanted a room with properly working air conditioning. Packing and unpacking, especially with senior citizens, is not easy.

She then “offered” us a beachfront villa, almost like a bribe. I could see on her face she wasn’t sincere. We refused the offer and told her again: we don’t care about the room type just give us one with working air conditioning.

Eventually, they moved us to another room of the same category, assuring us the aircon was working. We left for an island-hopping tour, hoping things would be resolved. But when we got back, the air conditioning in the new room was still not cold and to make it worse, the ceiling fan wasn’t working either.

We were exhausted, stressed, and fed up. Once again, we had to request a stand fan.

Worst experience ever.

Breakfast was the worst like being at a school event or conference. It didn’t feel like a resort at all. And to make things more disappointing, the manager was Indonesian. I was shocked Indonesians are known for excellent hospitality and service (at least from my experience in Bali), but that clearly wasn’t the case here. The manager wasn’t even apologetic. Based on the older reviews I read, other guests experienced the same thing. Unfortunately, it’s all true.

Small towels, no robes and no...

Siargio island Villas gives hospitality a bad name!

It was our second time came back to Siargio because my husband surfs and my kids who are 5 and 8 also enjoyed surfing. We chose to come back to Siargio Island Villas because it was pleasant stay last time.

Think our luck was not great the second time round…

Our surf instructor asked us to meet them at 6am before our hotel breakfast started due to the tide, wind and crowd situation which involved getting on a boat into the ocean for our family of 4. So I asked the hotel the night before if it would be possible for them to pack us breakfast the next day. I was greeted with a firm no, we do not do this sort of thing. So I begged for them to eventually pack for our kids at least because where else do they expect us to get food this early. Surely it wasn’t hard to pack some croissants and pancakes. She said she confirmed with her manager and said we can pack two pieces of bread (one each for the kid!). As you can imagine, this sort of hospitality is unheard of in the Philippines! I was little bit insulted. I even said I was happy to make our own packed lunch if it was difficult. She said she will make sure it’s ready in the morning for 545am.

The next day, I went to ask for the breakfast as promised the night before and was greeted with no one told us about the packed breakfast you ordered the night before attitude. I was so upset about this. The guy eventually started packing us breakfast of pancakes after much begging from me that I had two kids that would be hungry after the surfing lessons! So he gave us four pancakes and two oranges. Their boss Kaka came out and started telling him off and reinforced how it was against policy. I explained my situation again (I don’t know why considering the receptionist the night before asked her if it was ok and she apparently approved!). She basically said why would you take your children surfing first thing and why would you take them for a long time. I was very shocked and upset on how a manager like her spoke to her guests! Firstly, I said we are on holiday in the surf capital Siargio. Secondly, I didn’t really think it was her place to say this. Kaka in my opinion needs some hospitality training on how to speak to her guests. I came back later on to explain to one of the guys at the restaurant trying to get empathy for my situation (I was crying at this stage!) to which he gave me blank space and no empathy.

I eventually asked to speak to Kaka seeing as she was the manager with two other witnesses (my partner and my cousin who was a lawyer!) when I got back because I was very upset of the situation. She eventually apologised for what she said to me and said there was no malice in it. The barriers to speak to her was ridiculous she did not come to meet us straight away and had staff speaking to us first. It was so much hard work.

I work in a four star hotel in England. The situation above is completely outrageous and would never have come to this. They should stop these policies of not allowing packed breakfast especially if you have tours or early surf lessons. Its the first hotel I’ve stayed this whole holiday that have not allowed this. We have been in the Philippines for four weeks for my 40th celebrations and this was also our last week!!

Frankly the whole place has ridiculous policies such as charging guests on soiled sheets and towels.

We tried to stay out of the staff way and felt ganged up by the end of. We will never come back again. The staff and Kaka need some hospitality training.

All I wanted was some croissants for our kids. Was it really necessary what they put...

It was our second time came back to Siargio because my husband surfs and my kids who are 5 and 8 also enjoyed surfing. We chose to come back to Siargio Island Villas because it was pleasant stay last time. ||||Think our luck was not great the second time round…||||Our surf instructor asked us to meet them at 6am before our hotel breakfast started due to the tide, wind and crowd situation which involved getting on a boat into the ocean for our family of 4. So I asked the hotel the night before if it would be possible for them to pack us breakfast the next day. I was greeted with a firm no, we do not do this sort of thing. So I begged for them to eventually pack for our kids at least because where else do they expect us to get food this early. Surely it wasn’t hard to pack some croissants and pancakes. She said she confirmed with her manager and said we can pack two pieces of bread (one each for the kid!). As you can imagine, this sort of hospitality is unheard of in the Philippines! I was little bit insulted. I even said I was happy to make our own packed lunch if it was difficult. She said she will make sure it’s ready in the morning for 545am. ||||The next day, I went to ask for the breakfast as promised the night before and was greeted with no one told us about the packed breakfast you ordered the night before attitude. I was so upset about this. The guy eventually started packing us breakfast of pancakes after much begging from me that I had two kids that would be hungry after the surfing lessons! So he gave us four pancakes and two oranges. Their boss Kaka came out and started telling him off and reinforced how it was against policy. I explained my situation again (I don’t know why considering the receptionist the night before asked her if it was ok and she apparently approved!). She basically said why would you take your children surfing first thing and why would you take them for a long time. I was very shocked and upset on how a manager like her spoke to her guests! Firstly, I said we are on holiday in the surf capital Siargio. Secondly, I didn’t really think it was her place to say this. Kaka in my opinion needs some hospitality training on how to speak to her guests. I came back later on to explain to one of the guys at the restaurant trying to get empathy for my situation (I was crying at this stage!) to which he gave me blank space and no empathy. ||||I eventually asked to speak to Kaka seeing as she was the manager with two other witnesses (my partner and my cousin who was a lawyer!) when I got back because I was very upset of the situation. She eventually apologised for what she said to me and said there was no malice in it. The barriers to speak to her was ridiculous she did not come to meet us straight away and had staff speaking to us first. It was so much hard work. ||||I work in a four star hotel in England. The situation above is completely outrageous and would never have come to this. They should stop these policies of not allowing packed breakfast especially if you have tours or early surf lessons. Its the first hotel||I’ve stayed this whole holiday that have not allowed this. We have been in the Philippines for four weeks for my 40th celebrations and this was also our last week!! ||||Frankly the whole place has ridiculous policies such as charging guests on soiled sheets and towels. ||||We tried to stay out of the staff way and felt ganged up by the end of. We will never come back again. The staff and Kaka need some hospitality training. ||||All I wanted was some croissants for our kids. Was it really necessary with what they put...