Aureo La Union — Hotel in San Fernando

A Disappointing Experience: Good for the Instagram aesthetic, but THE WORST EXPERIENCE we've ever had!

Pros: Beautiful location for photos as long as you're skilled, peaceful atmosphere. The welcome treats were a nice touch. Friendly guards and elder staff.

Cons: Here's a lengthy review of - The Worst Experience We've Had The booking process was a hassle. It was difficult to get in touch with them, the quality of their customer service was evident from the very start. I wish I took that as a sign. We booked 1 Villa and 1 Superior Room (each for 2 nights since we travel with my Sister). room was uncomfortably hot upon arrival. While it’s understandable that one keycard is required to activate the power, it would have been appreciated if the room was prep, especially given the heat and the time of check in time which is 3 in the afternoon. The room had an unpleasant odor, it didn’t have that fresh hotel scent. It smelled like it hadn't been aired out in days. The bedding and towels appeared worn out, with the sheets looking old, the air conditioning leaked, and despite requesting assistance, no one came to provide towels or resolve the issue. We arrived for the Valentine's dinner at 6:30 pm, It took 30 minutes for the soup, and after more delays, we had to ask again for the starter and salad. Due to the long wait and impending rain, we kindly asked for the remaining food to be delivered to our villa. The was steak was then served undercooked despite our request to have it medium well, and it's nearly impossible to eat with them providing us with only a spoon and fork. We requested a knife, but it never arrived even after multiple follow-ups and calls, no action was taken. My husband had to go to the Coast Bar & Resto in person, where he found the staff standing idle. As for the food, the steak was rare, cold, and inedible. The dessert was also underwhelming. Was the meal worth the 2,000 per head price? Absolutely not! Their complementary water was in a hydroflasks, but the one provided was dirty and had a musty odor. I informed the hotel via Viber, but their response was simply stating they would coordinate with the relevant department. Unfortunately, nothing was done to address the issue. My husband even called again, but still no action was taken. Breakfast was disappointing as well. The corned beef was watery and tasted close to being spoiled, though the dried fish was great. This was the same experience on our second morning—most food items were cold, and the quality was subpar. The only items worth eating were the dried fish and honeydew. Dinner at Salt & Sea was a disaster as well, after waiting for 45 minutes, we were told that the trainee had failed to enter our order. Throughout that time, no staff checked in with us. We ended up canceling the meal and leaving to eat elsewhere. The lagoon pool appeared dirty, so we didn’t bother using it. The adult pool was under maintenance, but we only learned about it after walking past it on our way to the villa. The river pool, though enjoyable, it has dirty edges, and if you're wearing light-colored clothing, avoid the sides to prevent staining. Many tiles were also missing from the pool. And you can step some of it while swimming. The common bathroom near the river pool was not properly maintained and was in need of cleaning. The checkout process was chaotic. It would have been helpful if they used a microphone to announce guest names, and it was unclear which counter was calling. Additionally, the staff was selective on assisting guests, even though there were several employees standing around doing nothing.

Overall, our experience with Aureo was far from satisfactory. We’ve traveled to numerous destinations both locally and internationally, but we have never encountered a service experience like this. The experience was not worth the price. We regret choosing this location for our weekend getaway, especially considering the over three-hour long drive. For the price, better service and quality could easily be...

We planned a quick getaway to my fiancées province and after long research and discussions we chose Aureo over 2 other places, due to the fact that it has a beautiful river pool and the reviews were generally good. We booked a villa for 3 nights through Agoda and underestimated the requirements needed to travel. It was quite a hassle, as no clear information were published in what was needed. At least Agoda or the Hotel website could have stated clear directions, rather than telling us, after we booked, fully paid and tried to call several times, that they can't accommodate us, and booking through Agoda, a refund can't be assured, as they have to check with Agoda. Fortunately my fiancée was very driven in getting us out of the city and got all requirements done within a day, as well as communicating with the local travel agent approved by DOT and the hotel, to assist with the issue of the travel pass. Celine, the FO officer attending my fiancées calls, was very accommodating as well as very informative in what we needed to do. We arrived past midnight if I am not mistaken, and the check in process was smooth. The FO person checking me in, almost forgot to collect the security deposit. Maybe it is easier to collect it prior arrival, just a suggestion. Once we arrived at the villa, I was a bit surprised, how small the villa was. Traveling for work, and living in southeast Asian countries pacific Islands for the past two decades, I wasn't expecting how small the villa was. Bed sheets were stained and the room was old. Yes, it was pretty much just a room, with a bathroom, shower only and a balcony. Complimentary water was provided in refillable thermo flasks. Water could be refilled at any of the 2 restaurants. Breakfast was basic. It had just enough choices to satisfy your morning. Breakfast crew was grumpy all 4 mornings we came. Only the cheerful greeting of the hostess was a delight. Same as all the security guards on the premises, it felt like they were not very happy. The only cheerful people we met were the guards at the entrance gate, the guard in front of our villa, guarding the entrance to the beach, FO & HK teams. One evening we even went to the restaurant at the beach and arrived al15min prior closing. Coming from hospitality, I politely ask what time the restaurant closes. They answered us that they were closing soon and were looking at each other rolling their eye. I asked if we could order the food and they send it to the room, to have it more convenient for them, and they agreed happily. I guess, at least a different approach would be appreciated, talking about Filipino hospitality. Nevertheless, the stir fried vegetables with seafood and the chicken inasal we ordered were fantastic. Kudos to the culinary crew. The hotel facilities were great. We especially liked the river pool, the private pool behind the villa, and the slides. One of the slides was under renovation, but it didn't changed anything on our experience. In fact, the pools were so nice, we didn't even bothered to go to the beach, even though it was right in front of our balcony. Check out process was seamless. HK even came running to the lobby as I left my wrist watch. Thank you so much!

Overall, family verdict, we would stay in Aureo again! Maybe next time we would choose a different room category just to experience the rooms adjunct to the river pool.

I would have rated 5 stars, if we wouldn't have had stained bedsheets arriving after midnight, with a toddler. It made not a good first impression. People skills might be something to look into at the F&B areas. Ask for an "A" villa, as it is quite remote and away from the main hotel. It has private pools and direct access to the beach as well. Go early before 8.30am...

Rooms - We've stayed at one of their Villa Lagoon Room. I've requested room A17 since this is both near the beach and their pool. Inside the room, they have spacious storage for your clothes and luggage. Their bathroom is spacious and clean. And the important thing is their toilet is equipped with bidet. Basic toiletries are provided. I've requested a bigger bed as I've seen their default set-up is a two double bed. Aside from the bed, there is also a sofa/daybed. If you want hot water, they also have kettle and even a large hydroflask that you can refill on their restaurant. There's also a miniref and a study area. What I don't like on this villa is that their soundproofing is bad. We can hear people on the beach, pool and of course our neighbors. And it was a nightmare on our last day since they hosted a teambuilding! Their facilitator is using microphone as early as 8am so instead of us sleeping-in on our last day, we were woken up by their loud voices. Didn't expect teambuilding is being hosted on this hotel. Maybe they could allow it on a later time maybe around 10am then only on a designated place not near the villas where guest will be disturbed. Our balcony was even occupied by other guest from that teambuilding.

Service - Haven't got any issues since I booked till we check-out from their staff. I've used third party app in booking and to be sure, I directly reached out to Aureo after booking so that I can be sure that my booking is confirmed. I also clarified some request and any additional payment needed as I will bring our furbaby. They answer all my calls on the numbers provided on their website and social media and also very responsive on emails. During our stay, all staffs our accommodating. Even the guards will always greet us. Speaking of guards, I also appreciate the security this hotel provides as I've seen multiple guards securing the area. Because of the weather we were not able to explore other restaurant so we just request room service from their two restaurants. Our food arrives between 30 to 45 mins.

Location - This is our first time in LU so we cannot compare this from other hotel. We chose this hotel as we prefer to relax and not looking for any nightlife. The beach is not crowded and waves are not too rough so no-one is surfing on this area. There is convenience store around 15mins walk from the hotel and a mall for 15 mins drive.

Breakfast - They serve buffet breakfast. Food are okay. Nothing special. What I hate is there's a lot of flies. They provide candles on each table but I don't think it helps. Stray cats are also roaming the area just take note if you'll bring your furbaby. They are behave and will not disturb the guest.

Price - For the room and service, I believe their pricing is reasonable. Even for the two restaurant, pricing is okay as their serving is enough for 2 to 3 people.

Pet Friendly - They provided us a detailed pet policy so you may request this as well. We were able to eat on their restaurant but we opt for the alfresco seats. There are lawn area for each villa. Only issue as I mentioned their soundproofing is bad so for sensitive furbaby they might frequently bark from noices of people around the villa. Maybe opt for the garden or...