UGAT Mindoro — Restaurant in Puerto Galera

I booked their room for May 24, 25, and 26. This is our second stay here in Ugat. I paid a PHP 1,500 deposit and received no confirmation or follow-up. The next message came from me, the guest, offering a courtesy notice that we would arrive at 4 PM on May 24. The only response? “Ok po.”

Then, on May 26 at 4 PM, we were suddenly being told to leave because, according to them, “the last date mentioned is the check-out date.” I booked May 24, 25, and 26, which clearly implies checkout should be the following day, May 27, at noon.

To make things worse, the staff on-site seemed unaware of the full booking and knocked on our door while we were napping, AT 4 IN THE AFTERNOON, waking everyone up. We had just finished eating lunch at their own restaurant, right in front of them, AT NOON, yet no one thought to mention “checkout” at that time. They knocked four separate times, even after we respectfully asked them to please speak with the manager, Kay to clarify things.

And then the most shocking part: they actually called the Tourism Police to try and escort us out of the room. I explained to the officers on what had happened and said they don't have jurisdiction over booking matters. They advised me to communicate with the owners, then left.

When I spoke with the manager, she pushed the idea that "Agoda rules" state the last date is the checkout. But I didn't book through Agoda, I messaged them directly and clearly stated the dates. Every time I tried to explain, I was talked over, her saying "Well, ma'am, I can't go and check AND KNOW how all our guests book as the standard practice of all booking PLATFORMS LIKE AGODA, etc... would specify the dates as STAY DATES". I told her Why are you bringing up AGODA? I SPOKE WITH YOU, MESSAGED YOU, IN CLEAR WORDS. I am booking May 24, 25, and 26. There was no need for her to know how I book accommodations, it all comes down to what my message was and what was agreed on fb messenger. The conversation went nowhere as the lady refused to listen.  It was exhausting, frustrating, and it felt like I was not being heard at all.

We were left stressed for more than four hours, trying to fix a situation that could have been resolved in minutes with proper service and accountability. Eventually, I spoke with someone who told me she owns the entire operation. Who told me it is “okay” now, but also let us know they were upset because someone "shouted" at them. At that point, it was obvious: it just felt like the entire situation was about deflecting blame rather than acknowledging their mishandling.

Then I overheard that the owner's friends are coming over and would stay in our room, that's why we are being forced to leave.

This experience reflected serious gaps in communication and guest handling. We did not feel that our concerns were handled with the courtesy and professionalism expected in hospitality. This review is based on my personal experience and honest opinion as a paying guest.

Good food and atmosphere, at least until they asked us to leave. As we would not return here for a second...

As for this review, you didn't chase anyone.You ordered one classic margarita and share it with the girl with you.You stayed for so many hours without calling out or chasing waitress as narrated. Many hours past, you wave your hand, I went there myself to attend to your needs, But you shush and say you been waving for hours, which you didn't! The audacity of you to say you Chase us? Nope it didn't happen, we have cctv camera here. What do you expect of us? Stay at your table to wait hours for you to order another classic margarita to share one glass of it with your lady in waiting? And yet. You went to casher yourself pay your bill through gcash. I was just ask to get your transaction details of payment but you shove your fone to my face. I didn't start to fight you or whatever you narrated. I just ask you politely to let us have a picture of your transaction details, to know for sure if it went through but you put your fone on my face. You spend hours and hours at our couple chairs with one margarita to pay and leave a review that we should be all over you? We have cctv camera here, You were trying to hurt me but you don't have the balls to do so. I've checked your reviews at other places and your always against waitresses. Be kind to them. Specially when they're the one handling your food. I didn't forget to take a photo of your transaction, you send it and walk so damn fast before we can even take a picture. Tell the story as what it was. Cctv camera is all over this place. Your narrative says different to what cctv...

The ambiance and location were top notch, BUT, the food and service were not.

My friends and I went here to try their Puto Bumbong and Bibingka with Hot Chocolate. We waited almost 30 minutes for the food to be served, and to our disbelief and dismay, they weren’t able to prepare the hot chocolate that whole time. When we asked the staff about it, they too were confused who should be preparing the hot chocolate, if it was the lone girl in their distant booth cooking our food, or if it was their main bar who does all their drinks.

Their staff had no clue why our hot chocolates weren’t prepared and that’s because they weren’t coordinated. We asked the waiter to go to their bar area to check, and that was the only time our drinks were made. The staff member didn’t even return to our table to apologize or explain what happened, he just stood by the bar area and waited for the hot chocolates to be finished.

The Bibingka and Puto Bumbong (that we waited for 30 minutes) were DRY, and the Hot Chocolate (that we waited for 45 minutes) tasted BLAND.

The only saving grace of this place is their beautiful location and aesthetically pleasing atmosphere.

They even had the audacity to bill us 10% service charge for the AWFUL food and service we...