PROXY by The Oriental Albay

A well-rounded stay with excellent value for money.

Disappointing Service and Poor Management Handling ​Rating: 1 / 5 ​We arrived at the hotel at 5:45 PM and presented our Agoda booking confirmation, which had been made back in September for an October 17 stay. To our surprise, the front desk informed us that our booking showed as "cancelled" in their system. When I showed them my phone displaying an active, confirmed booking, the staff was completely at a loss on how to handle the situation. ​They called the manager on duty, but things only went from bad to worse. Instead of offering a helpful resolution, the manager flatly refused to assist, stating that because we booked through Agoda, it was entirely up to us to call customer support and fix the issue. We pointed out that as an Agoda partner property, they should take accountability and assist in resolving system discrepancies, but the manager stood firm in taking zero responsibility. ​After more than an hour of frustration and argument, around 7:00 PM, the staff suddenly claimed to have "just received" an email confirming our valid booking. They tried to justify the delay by claiming our original booking was cancelled and that the new confirmation email had miraculously arrived right in the middle of our dispute—a strangely convenient explanation for an hour-long ordeal. ​Advice to Management: Please train your staff and management team properly on basic customer service and escalation procedures. The complete lack of initiative, accountability, and problem-solving skills—especially from the manager—turned what should have been a smooth check-in into an unnecessarily stressful experience. ​Key Points Covered: ​Highlights the arrival time (5:45 PM) and long delay (until ~7:00 PM). ​Details the manager's refusal to take ownership or assist with Agoda. ​Points out the suspicious/convenient timing of finding the confirmation email. ​Leaves clear, constructive feedback for hotel leadership.

Nice place

Elevator does not work, key FOB on door not working, electricity FOB not working, dirty grime build-up in restroom corners and behind toilet was disgusting, stains all down the wall at entry door, weak WiFi signal, every time we went somewhere or tried to come back the security guard said we were always doing something wrong….no signs, leftovers from breakfast buffet served at lunch buffet, delivery for room service food took almost 1 1/2 hours and was cold when arrived. Don’t waste your money at this place because the management is obviously lacking and maintenance issues throughout need to be addressed.