As promised on their hotel.com site, the facility had Air-conditioner (AC), because sleeping the Philippines without AC is not very comfortable. The AC in the room did not work. Called to complaint, and was visited by house keeping to check the AC. As suspected the staff declared the AC non-functional. Requested for a room transfer, nothing was available, for a fan, no fan in the hotel. At this point, leaving the hotel in the middle of the night was not an option. The first night was hell on earth, with the Philippine heat turning the room into an oven. The overnight staff was apologetic and I would not dare blame the front end for this debacle. The morning after I called for compensation, at minimum the first of three nights, to be comp. In the beginning of the conversation, Admin manager Ruby's tactic was, blame the guest, making sure I was aware that all their AC was checked and fully functional. I was trying to interpret what she meant, was it that I broke the AC or the malfunction never happened. Ruby and the person she had a conversation with while I was on the phone, possibly feeding her answers, were not sympathetic to how that room felt overnight. For a hotel chain that is aspiring to expand into the touristy area, they have a long way to go. I blame all this on the inept regional manager Ray, for not training and empowering his staff to service their customers properly. Sorry Ray I did not have the opportunity to chat with you, as Ruby made sure of that.
