The Oriental Legazpi — Hotel in Legazpi

POOR GUEST RELATIONS, INEFFICIENT STAFF SERVICE, LACK OF TRAINING ON TOURIST MGMT from front desk officers to the room accommodation and concierge support. Client you should think twice before you reserve or may be disappointed too with the money you've spent. I'd love to hear someday that the Oriental Hotel in Legaspi City had undergone an ISO Certification for its quality service management system. The front desk officers and room service staff may need to go on training / retooling on HRD Management perhaps as part of its HRD program on staff development in order to obtain high quality standards and continuous improvement in its system. I could only vouch for their Hotel Manager Mr. Navarro who was prompt in decision making, while addressing our concern. Needless to say the hotel service that your staff had accorded to my family during our stay wasn't able to reach at least the good rating for customer satisfaction (1st level) Customer delight (2nd Level) and Customer Surprise (3rd Level). THIS WAS THE WORST HOTEL EXPERIENCE I'd been through knowing for a fact that it wasn't our first time to stay in this hotel. The last time we went there last December 16, 2016 , their glasses and cups inside our room weren't clean and no available water and toiletries. Then we went there last January 1, 2017 to celebrate the glorious new year plus our supposedly meaningful wedding anniversary celebration which was turned out to be a chaotic experience. Worst I am having a nightmare of that terrible stay. We booked for 2 rooms with the same new year special rate. From 12:30 pm till 2pm, we waited and had a nap at the lobby waiting for our room. We were supposed to ask for the senior citizen discount of my mom but the front desk officer insisted that we could avail of the free buffet dinner in exchange of the senior citizen discount. Then finally at 230 pm, we were given our key card but only for one room and need to wait for the other room to be vacated. No towels were available and no coffee/teas, informed the lobby then fell asleep waiting. Suddenly, we were awakened by the phone call by the front desk officer, informing us that we were given the wrong room,. We were asked us to vacate the room due to staff error in reservation. Without any complaint we packed up and transferred to another room. We asked for the towels and coffee / tea again but to no avail until we sought for the help of the Hotel manager and only then we were given the towels while at the 2nd room where we transferred. At our 2nd room, we encountered our third disappointing experience. At 730pm, prior to dinner, I called up again the front desk officer informing them of the time for our dinner. At the Jasmine Restaurant, while eating to our surprise , one of the restaurant attendants with the front desk officer informed me that we weren't entitled for dinner. She sought for an apology due lapses in reservations and I have to pay for the buffet food my family had eaten. Such a beckoning experience, that I couldn't anymore swallow the food I had been eating then. We were followed by the room attendant up to our room asking us to pay for the dinner. I called again the hotel manager and ask for his meritorious support and understanding. Thank's God it was waived by the Manager. I felt crushed, i felt belittled for the first time & should'd left the hotel that night. I knew they had ruined the supposedly New Year Special for my family and worst our wedding anniversary. Good thing, they complemented with an upgrade of the room so we were asked again to be transferred to room 302, a very conducive room, relaxing to stay. Finally, had a good night rest there. I was just happy with the thought that my kids were enjoying their stay. not minding the lapses that I and my hubby and grannies had encountered the whole day. I thought it was over. Until our check out at 12 noon the next morning when we were asked to pay for the emergency lamp declared lost in our 1st room when another client had...

Possibly the best hotel in Legaspi with great views, and comfortable rooms. But for one or two improvements would be one to recommend.....except the pool (hence the 2 stars) Booking: Very oddly as part of the booking I was asked for confidential details like the credit card csv, and my mothers maiden name – both of which I refused to give. Getting there: From the airport or town the road is a small winding one and easy to get lost – follow the signs and you should be OK Reception: The reception area is HUGE and contemporary. Check In: The staff are friendly but I was asked (as frequently asked in Philippines) to pay in full up front. However after paying 7000 pesos via credit card I was then asked for 500 pesos cash deposit for the key card…the hotel has my credit card details so why take the deposit? At check out they forgot to give me this back! Rooms: Spacious and nicely furnished with a comfy bed. Mine on 2nd floor was right by the pool bar which could have been noisy if you wanted an early night or there was a party outside. Bathroom has a large walk in shower. Toiletries were somewhat lacking for the class of hotel and the shower gel dispenser was empty. The material used in the basin surrounds has become stained behind the basin looking pretty dirty. Higher rooms would get nice views over the city and Mount Mayon. Pool: The infinity pool with views over the city and mountain ….isn’t infinity because it was not full enough leaving it fairly shallow but very warm…a real shame cause filling it up as designed would have given a memorable pool. (Edit: On further inspection the pump and filtwr system for the pool was in a heap in the corner and disconnected. There was no sight not sound that there was any pumping and filtering of the water at all and by the end of my stay the water was decidedly cloudy. For any public pool this is major health hazzard ...you are swimming in a chlorinated puddle. ) Having to sign for the pool towels was a little surprising (I think the hotel has had issues with guests stealing and not paying hence you seem to get asked to sign and/or pay a deposit for many things). Nice sun loungers and furniture Pool Bar: Elegant and great views. Limited choice of beers BUT reasonable at happy hour (6-9). Service is polite. A little irritating to be asked for a minimum payment to sit at a cabana (2500 pesos). You cannot order food from other restaurants at the bar but the fresh grilled fish is good, especially the sauces. A minor improvement would be to offer some bread to mop up the sauces. Breakfast Buffet: The main meal of the day – more main courses and rice than ever, leaving the selection of fresh fruit and cereal somewhat limited. No choices in the coffee. No fresh fruit juice either just sugar filled drinks in vibrant colours…oh and cake…loads of cake (for those like the ample sized lady I saw) for whom the day just cant start without 3 slices of Chocolate cake. All in all a very nice somewhat surprising hotel with a great location and facilities. A few improvements and it would be memorable.....but the pool...

The only reason why I gave 2 stars is - 1. the location is amazing, stunning views of Mt Mayon and the pool is great , 2. the staff are friendly and tries really hard to accommodate you. The Rest? well

We booked a Day Use because we were going to leave the city at the end of the day so having a time at the pool and some lunch was our idea to cap our 4-day trip. We were told by the reception that the rate includes consumable for food and drinks only at the bar by the pool and we thought that's okay. However, we were shocked that we were only given 5 meal options for the consumable and told us it comes with an Iced tea whether we like it or not , and that if we order drinks apart from Iced tea, we have to pay separately . on top of that, the rice has to be paid separately too. we asked how are we supposed to have lunch with just one dish, and iced tea and nothing on the side ?And we will still have remaining amount from the consumable to spend , what else can we order if we're only given 5 meat dishes? the lady advised that for the difference, we just have to order another meat dish. We were stunned. Basically what she meant that the consumable is only applicable to 5 meat dishes - which was exactly Not what the reception told me before I purchased the passes. I explained that there is simply no logic to this system and wanted to speak with the manager, but the attendant said the manager is in a meeting. Sure. I went down to the reception explaining the situation and both ladies looked at eachother with clear confusion and kind of wanting to point a finger on who to blame. it took us an hour to have everything settled, with the manager finally telling us he got an approval from the outlet (whatever that means) as if our request was "special" and allowed us to choose the food and drinks that's on the menu (which is how it should be?)

The Food was total meh. 330php for 3 tiny skewers of chicken satay , no rice, one slice of tomato, cucumber and a film of lettuce. the Mango shakes were good though, but not worth the price of 160php. the beverage were served fast, the food served after 30 so minutes which we were informed ahead, BUT it was served COLD. were the food kept on the counter for 20mins before serving them to us? My brother ordered pork kebab to which the pork was half cooked he had stomach pain later on. We were totally disappointed, and left the hotel hungry , we had to go to another restaurant in the city to have a proper meal

Although the staff tried really hard to accommodate us, it seems the Hotel rules and regulations are a total senseless and a mess it needs to be straightened out not for the benefit of the owners but the customers. The hotel is in the best location, why not live to its reputation and provide 4 or 5-star rating like it should be. You guys charge luxury rates for hostel service it's insane. Never had an experience like this before that even if i'm tired from the flight I couldn't end the day without giving...