Close to shops (Robertson Plaza).
Posted Sep 3, 2016
While departing, the receptionist (Chimelle) refused to give me back my deposit (2000 pesos), until I provided my credit card. The room had been cleared by house-keeping & we had approximately 20 mins to catch a bus to Puerto Galera. I explained to the receptionist, my credit card was locked away in my main luggage & we needed to catch a bus. However, the receptionist said that was not her concern & threatened to keep my deposit - until my credit card was provided. As a result, I unlocked my main luggage, unpacked my contents & provided the receptionist with my credit card. 10 mins later, the receptionist emerged from a rear room with my credit card. I asked what she had done with my credit card & she again replied, 'that's not your concern'! At the time I was absolutely furious, but left in a hurry to catch our bus. I have never experienced such dreadful customer service from any motel in Manila & will not return to the Pavilion Hotel again..
Comment from Hotel Management
Sep 7, 2016 by Nicole, Hotel Management
Dear Valued Guest,
Greetings from Waterfront Pavilion Hotel & Casino!
Thank you for taking the time to review your stay with us and for complimenting the accessibility of our location.
It is important to us that our guests feel welcome and comfortable at our hotel. That requires a helpful, friendly and very obliging service at anytime. The behavior of our employees admits no excuse. We will ventilate this topic with those responsible and address the problem right away.
Your patronage is very important to us. Again we apologize for the aforementioned shortcoming. We thank you for giving us valuable feedback and hope that we can have the privilege of welcoming you once again to our property.