Sagada Heritage Village — Hotel in Luzon

To the Owner: I am writing to formally express my concerns regarding multiple issues we experienced during our recent stay at your property. On our second day, we woke up around 6:30am to enjoy the complimentary coffee provided at your station. Unfortunately, there were no cups available. We opened the cabinet beneath the station, which usually holds the tray for cups and utensils, hoping to find some stored inside. To our surprise and concern, the drawer contained a significant amount of trash, including cockroach droppings and a foul odor. This raised serious questions about sanitation and cleanliness. Following this incident, we tried to approach your male staff to report the matter. However, despite ringing the bell multiple times, there was no one present or available to assist us. This lack of responsiveness was disappointing and made us feel ignored as guests. We also observed that the service provided by the male staff lacked of professionalism and courtesy. Their overall conduct did not reflect the level of hospitality expected from an establishment. Moreover, we were disturbed by the use of karaoke beyond 10:00pm, which disrupted the peace and quiet of the accommodation. What was even more concerning is that several members of our groups witnessed some male staff-appearing to be off-duty -engaged in the session while visibly intoxicated. Such behavior within the premises is not only inappropriate but also reflects poorly on the management oversight. We chose your hotel with the expectation of a relaxing and comfortable to stay. Unfortunately, the issues we encountered significantly affected our experience. I respectfully request that these concerns be addressed to prevent similar situations from occurring in the future. Thank you for your time and attention. I trust you will take the necessary steps to improve the quality of service and maintain higher cleanliness and professional standards.

Sincerely, A very...

Why the low rating? It's because of the management's poor customer service. ||||Before booking at agoda, I contacted the owner directly. She did not want to accommodate our booking because we will only stay for one night. She also said that there's no available room. ||||I checked agoda and saw a room available. I booked it and it allowed us to stay for one night.||||Prior to our arrival, i've been communicating with the owner but she does not reply. I would need to send 3 sms before she replies. We've requested for breakfast to be prepared so we can eat upon arrival. ||||But to our dismay, breakfast was not prepared when we arrived after 10hours of travel. We were traveling with seniors and a 1 year old baby. ||||No apologies offered. She did not even greet us. || ||The traditional hut was pleasant though linens are not that clean. ||||Yes, there's a free flowing coffee but tasteless. Maybe, what we got was already diluted. ||||Overall, the place (traditional hut amidst pine trees with a view of the terraces) was nice but the owner lacks customer service.||||Communication is very essential to a business. If the owner cannot reply to the messages / queries of guests, she should hire someone who would reply. Even in person, she's not interacting with guests.||||Location is also far from the main town. It has its advantages and disadvantages. ||||Advantage: Quiet/ Pine Trees Surrounding / Close to Sumaguing Cave (5 minutes walk)||||Disadvantage: Less food choices/ They don't have any restaurants in the area except for the nearby Bilza Lodge and Restaurant (the staff here are more approachable). We ate the...

Why the low rating? It's because of the management's poor customer service. ||||Before booking at agoda, I contacted the owner directly. She did not want to accommodate our booking because we will only stay for one night. She also said that there's no available room. ||||I checked agoda and saw a room available. I booked it and it allowed us to stay for one night.||||Prior to our arrival, i've been communicating with the owner but she does not reply. I would need to send 3 sms before she replies. We've requested for breakfast to be prepared so we can eat upon arrival. ||||But to our dismay, breakfast was not prepared when we arrived after 10hours of travel. We were traveling with seniors and a 1 year old baby. ||||No apologies offered. She did not even greet us. || ||The traditional hut was pleasant though linens are not that clean. ||||Yes, there's a free flowing coffee but tasteless. Maybe, what we got was already diluted. ||||Overall, the place (traditional hut amidst pine trees with a view of the terraces) was nice but the owner lacks customer service.||||Communication is very essential to a business. If the owner cannot reply to the messages / queries of guests, she should hire someone who would reply. Even in person, she's not interacting with guests.||||Location is also far from the main town. It has its advantages and disadvantages. ||||Advantage: Quiet/ Pine Trees Surrounding / Close to Sumaguing Cave (5 minutes walk)||||Disadvantage: Less food choices/ They don't have any restaurants in the area except for the nearby Bilza Lodge and Restaurant (the staff here are more approachable). We ate the...