18 Suites Cebu Reviews

My family and I booked this hotel (₱1,408 + ₱600 extra for an additional person) to rest before traveling back home, as we live outside the city. We chose the hotel to avoid getting stuck in traffic and to avoid a long drive during rush hour. Despite informing the front desk staff of our situation, we had to wait almost an hour to check in, even though there were no other guests in line. They said they were waiting for an email from Agoda, even though I had already shown them my booking confirmation. They also claimed they were preparing the room for the extra person. Note that my niece is 12 years old, and we had to pay for her because they consider children 10 years and older as adults, even though we weren’t staying the full 24 hours, just until rush hour ended. We were exhausted and just paid the extra charge, respecting their policy. When we entered our room, we found three beds with only one flat pillow each. Since the pillows were small, my husband requested an extra pillow for our son, but they demanded another ₱50 per pillow. When we questioned this, noting that there should be four pillows for the four of us (two adults, two kids), the front desk insisted that it was standard for a standard room and that kids wouldn't have their own pillows. They said the policy required us to share pillows with the kids. The front desk and guest office staff were not accommodating, very rude, and condescending. Instead of getting the rest we needed for our long drive later that night, we decided to leave the hotel and face four hours of traffic rather than stay somewhere that didn’t care about guest comfort and only focused on money. While I understand policies, guest care should also be a priority, not just collecting unfair extra charges. The service was the worst. The front desk was very rude, and the staff who brought our pillows knocked hard on our door as if she should be the one who should be angry. When we complained, (the girl one) she snubbed us and raised her eyebrows. To the hotel owner: hire new front desk and staff before you receive more negative feedback. They are the reason for your bad reputation. 0/10, very unhappy, not satisfied. Don’t bother staying here. Very disappointing.