Grand Zion Garden Resort Hotel — Hotel in Luzon

This is a hotel I lIKE that I WANT to love! I've stayed at the old building and the new building. I recommend the new building. I will start with the good things. Their food is very good, their coffee is great and both are reasonably priced. Service is fast and polite. The price of the rooms is very reasonable. The rooms in the new building are very nice except the CRs are very small and they need towel racks and larger soap. The TV, beds, comforters, pillows and air con are excellent! The staff in virtually every department were polite and friendly. The things needing improvment (IMO) are:

Many of the dining room staff members don't know which breakfasts are free and which ones aren't? No need to train the staff, just have the free ones at the top of the breakfast menu (not mixed in with the others) or listed off menu on a handout.

At breakfast, no side orders are available for items not included with the free breakfast like bacon, fruit, yogurt, cereal etc. Trying to place and get a side order is difficult. I speak excellent conversational Tagalog, so it's not a language issue.

Our room hadn't been sprayed for mosquitos prior to arrival and it needed to be. They did spray it later upon our request.

The pool and the seating areas are neglected, which is sad because it's a nice pool and should be a destination gathering spot (IMO). There are NO POOL TOWELS, no poolside service, no screens in the men's or women's CRs and dressing areas to keep out mosquitos. The pool could be much cleaner too. The pool should have dedicated staff and should be open until at least 9 p.m. An older staff member (a Filipino lalaki) not the guy cleaning the pool, spent about an hour around lunchtime seemingly doing nothing except mostly checking out my wife in her swimsuit. He was obviously an employee but we don't know what his role there was? He definitely could have been fixing the broken toilet seat in the men's poolside CR though and not making my spouse uncomfortable. We did not go back and use the pool again because of this.

They tested their fire alarm system on a Saturday starting at 9 a.m. - 4 p.m. and NO WRITTEN OR VERBAL NOTICE was provided to guests in advance! At breakfast we intially thought is was a real fire and just had to assume it wasn't. No one said a thing. Not knowing it would go on all day, when we came back to the hotel at 3 p.m. to take a nap we were woken up by the extremely annoying whistling sound of the fire alarm. This was not acceptable and no manager was to be found to express our frustations to.

The staff in general seemed pretty clueless. In four days there, we didn't come across one manager that we were aware of? No one has name tags, so how would we know? The staff apologizes for inconveniences which is nice but much better if management is roaming the facility and talking to customers. This didn't happen once while we were there. We could have provided this input directly to management but no one asked us once how our stay was or how it could be improved?

Lastly it took 2.5 days to confirm the balance due upon arrival that I paid IN ADVANCE was received. As far as I know it takes about two mintues to log into one's Metrobank account and match a transation with the transfer confirmation information I provided via email.

Note: A follow up to your reply. I DID go to the front desk twice and asked to speak with a manger on Saturday and Sunday mornings around 9 a.m.and both times I was told there was no manager on duty. Sunday I was told there would be no manager until 12 noon. The manager was very helpful and the only one I engaged with while i was there. Sunday was when I wanted to complain about the fire alarm FIASCO! You are in the HOSPITALITY BUSINESS! From a customer perspective, there is a certain amount of arrogance in your communications that is HIGHLY offensive. You can make excuses or address customer's concerns professionally not defensively. I will be visiting Tabuk this time next year. I hope to LOVE this hotel, if I...

The facility design is very nice, but the original hotel has not been maintained - the toilet in our room never flushed (we had to use the bucket) and our kids were put in a room where the A/C did not work. They were then put in a room where the A/C worked, but could not be adjusted, so it was very cold. The hotel advertises that they have wi-fi, but it hardly ever worked, and when it did, it was very slow. The last day here (today), we woke to find that there is NO WATER! The municipal supply is out, which happens fairly frequently, and the hotel’s backup supply is also not functioning, so we have no shower, no toilet flushing, no food service, etc. (just as we are preparing to leave for Manila). Also, we went to the upstairs lounge, which looks nice, but it is very hot, and we soon discovered that the couches are stained and covered with urine from the cats that are allowed to roam around the hotel. On the positive side, the staff is nice, the garden and pool in the back are beautiful, and the restaurant food is quite good and reasonably priced, and the building itself is nicely designed, but needs maintenance. Be prepared with a backup plan...

I was in this place last Jan 23, tired and pretty much exhausted coming from Buscalan to visit Whang Od our tour guide Dennis brought us to this place and we had the worst experience ever. No staff to attend to our needs, no phone inside the room to use to call the front desk for assistance, i can't remember how many times I have to go back and forth, up and down the stairs to find staff to help me with the wifi that night and with the hot water the next day. We wasted so much time waiting for the hot water equipment to be fixed, and the person who was present during that time seems like he doesn't know what he is doing. Not an ideal place, i wouldn't recommend it. Price is too expensive for a terrible experience. I love staying in hotel, for it is like an extension of your home especially when I travel outside of Canada. I hope Grand Zion will hire enough staff to attend to the needs of their guest and be more...