Hotel H20:  Terrible Service from Beginning to End 

Part of my childhood days is visiting Luneta Park and after almost 3 decades, it’s a great feeling to be back.  Luneta is one of the most special places that’s  why I was thriled when I have learned that Hotel H20 is situated behind  Quirino Grandstand.  It is operated by Manila Ocean Park and since it’s a four star hotel I was expecting excellent service from them.  I used to pass by this hotel before and I would like to experience something unque- I perceived that it’s one of the reasons why they have that superior rating.

I booked a bayview room at this hotel via Agoda and I opted to settle the full payment at the hotel- the total amount to settle is P6K plus taxes.  I called their trunkline to confirm my reservation and asked if it’s possible for me to upgrade the room because according to the customer service representative, each room is only for 2 adults.  I had to pay for the extra person amounting to P1,200 and the buffet breakfast amounting to P1,600. I asked her over the phone how much is my total bill?  Her answer is P10,020.  I needed to know so that I can prepare in advance.

Upon reaching the place, there were two entrances– one for the Ocean Park visitors and another for the hotel guests.  There’s a door leading to the elevator (with a small lounge wherein you can relax).  Everything was classy- from the hotel interiors and furnishings.

The hotel lobby is located in the 3rd floor– when I approached the front desk, the representatives were snobbish.  One representative told me, “Somebody will attend to you in a while.”  I have been to different hotels and resorts and I have not encountered that kind of treatment.  Part of customer service training is to welcome your customers with a smile. Nobody greeted us and offered welcome drinks which was very strange, especially to a 4-star hotel.  

I asked how much do I have to settle and I was surprised to know that my total bill is P17k plus.  The lady told me it was because of the upgrade but they didn’t tell me when I called that I have to settle that amount.  They said they were not able to charge my card- why the hell are they going to do that when I opted to pay at the hotel.  If you have chosen an option, it should be followed.   I think that was deception- if they will charge my card with P7k and I will settle the P10,020 at the hotel (If they were able to charge my card, I wouldn’t know that there are other charges because of the P10k I have settled in the hotel.  I wouldn’t know that I was charged with additional amount.  As a customer service representative, it is your responsibility to give crystal clear information.  I didn’t agree to pay the P17k plus and settled for the standard bayview room I have booked previously.  

The room was approximately 25 square meters with a queen bed. After 5 minutes, the room attendant knocked carrying a mattress for our additional person for the room.  We also ate the freebies- chocolate chip cookies, 2 cans of sodas and 2 bottled waters.  We planned to go to MOA but agreed to just stay in the room to rest.

We just enjoyed the room and then we explored Ocean Park to buy inexpensive food.

After spending the night, we planned to explore the place once again after having our breakfast.   We were about to go out of the room when somebody knocked.  I was surprised to know that I requested for room service for breakfast and I was asked to settle the bill.  I told the room attendant that I did not order anything and I have settled the full amount when I checked in.  I explained that I paid P400 per head- if they are going to deliver those, why is it that the food is only for 2 persons?  The attendant told us that if I paid for P400 it was for buffet breakfast.  He used the phone to verify and found out that the delivery is for room 3115 and not for 3215.

Their buffet breakfast was okay- with variety of choices but they did not include pizzas and cakes.  For the juices, those are concentrated and not made of real fruits.  After the breakfast we headed to the White Moonbar to have photo session.

After that we decided to go for a swim in their outdoor pool.  You have to go out and enter the pool lounge to reach the pools.  They have two swimming pools (roofed and the other one is open).

We went back to the room before 11am to take a shower and prepare for checkout.  When I was checking out I was informed that I have additional charges. “HUH?  What additional charges?”  I asked.  The front desk staff told me that I have to pay for the additional person and buffet breakfast for 4.  I tried not to freak out and explained that I have settled the full payment upon check in.

For a four- star hotel like H20, they should invest in giving their representatives seminar on giving excellent service.  Staycations should be enjoyed and it’s unfair for a customer like me who paid and then ended up NoT SATISFIED with their service.