Originally Posted by
***jt***
Pacific Cebu Resort, Int’l., Inc.
Brgy. Subabasbas, Lapu-lapu
City 6015
Dear Ms. Conde:
Good day!
In behalf of Pacific Cebu Resort, I am addressing you this letter. May 17, 2010
Though, you did not formally and civilly address your concern to us, the vulgarity and unpleasantness of your words caught our attention; and so I have taken the liberty to air our side.
Ms. Conde, please let me reiterate that originally you only booked for 2 family rooms, which is only good for 6 persons but there were twenty (20) of you, so it was just logical that you should get another room. That was what needed to be done.
The moment you checked in, you/ your representative were made to read and sign the house rules and regulations of our resort. The fact that you signed signified that you understood and agreed to abide by our house rules and regulations.
Please let me reiterate the exact contents of the document that you/ your representative signed and agreed to follow upon checking in at our resort:
1. Check-in time is at 2:00PM and checkout time is at 12:00noon. Requests for early check-in and late checkout will be subject to availability. Please inform reception at least 30 minutes before your checkout time.
2. Accompanying visitors upon check-in must be registered at the reception before entering the room. Visitors are allowed until 8:00PM only. Beyond 8:00PM, the hotel will charge P1,100 for every visitor.
3. Hotel guests are allowed to use the hotel facilities free of charge such as swimming pool & private beach; non-hotel guests are charged P300 per person consumable on weekdays and P450 per person with buffet lunch on weekends.
4. Please wear proper swimming attire while using the pool.
5. Gambling/ Playing inside the room is strictly prohibited.
6. Cooking inside the room is not allowed. We will confiscate cooking utensils and return it during checkout time.
7. The hotel does not allow loud music in the room in order not to disturb other in-house guests.
Having clarified to you the abovementioned policies, please allow me to address your concerns as follows:
Initially, you only had 2 family room reservations and that was that. You did not inform us that you still had company coming. Had you informed us earlier, we could have reminded you of our policies on visitors and work out on a compromise so that when your company arrived, it would have been a harmonious process.
All the more that you should have informed us ahead of time that they will be arriving very late (almost 10PM) because you were already aware that visitors are only allowed until 8PM.
But because you asked for an extension, saying they’ll just be eating with you, we bend the rules for you and gave in to your requests.
In this connection, I’d like to point out to you another issue that you so bitterly expressed in your blogs and comments. About the fairness of charging you P900 for your guests who stayed until 11:30PM; when you asked for consideration from us to allow your visitors inside the room despite the late hour of their arrival, you gave your word that they will only stay until 11PM. So when your visitors were still inside the room by 11:30PM, automatically you were charged with P900 because that was the agreement.
We gave in to your requests, you were the one who promised that they’d only stay until 11PM, we reminded you immediately that beyond 11PM, you will automatically be charged and you agreed. So what part was not fair?
Also, I’d like to point out to you, that you only made a room reservation. There was never any mention of teambuilding.
We were just so shocked when your unannounced visitors arrived complete with your party paraphernalia: several (5 or more) chaffing dishes, whole lechon, some 2 cases of alcoholic drinks and big ice buckets. Initially you inquired if it was all right to bring foods and eat inside your room and of course we said yes.
But you did not just eat inside the room. You held a function, partied and held games. When you were approached by the guards about the noise that you were creating, you simply said that other guests should just close their doors and windows to shut the noise. Because, there was no way that you could be forcefully controlled, the guards were asked to monitor your group and standby within the vicinity to readily remind you to keep your voices down.
Ms. Conde, I’m saying and hoping that now you understand that a room reservation is not synonymous with holding a party or having a function.
We were also very sorry that your teambuilding was as you called it, “traumatic”. But we refuse to take blame for that since from the start, there was never any transaction of holding a teambuilding, only room reservations.
I am banking on your word that you are a professional and hope that somehow you will come to understand that our employees were just doing their job. They were only following rules. I understand that they even bent some in order to accommodate your requests. So please be considerate too when there are rules that should be strictly imposed.
As a hotelier, we are accustomed to accepting all kinds and all levels of severe insults from our guests. And as always, we gracefully apologize and keep a smile on our face no matter how deeply we felt insulted or how angered we are. After all, that is what professionalism is all about. In this connection, I would just like to make mention that when you returned the room keys; you tossed them and practically threw the keys to the guard and receptionist.
While, we understand that you were very disappointed because we did not give in to all your requests, I’m sorry but I’ll have to say that acting out of anger and calling our receptionists and General Manager all those dirty swearing words is hardly any display of professionalism.
Lastly, please let me point out that PACIFIC CEBU RESORT INC, has been successfully operating for 18 years now. The resort was opened in 1992 with only 26 rooms. Now, though not solely but largely due to the efforts of our very highly respected General Manager, Mr. Antonio Bande, Jr., it has prospered to 136 rooms. So, in my humble opinion, the management of PACIFIC CEBU RESORT INC., is doing quite well for it to stand and prosper for 18 years.
And hopefully, PACIFIC CEBU RESORT INC., will continue to prosper and will not close. May our God Almighty continue to bless our company for the benefit of all our employees who are relying on their job’s pay to put food on their table and clothes on their back.
I humbly accept that our management may not be ideally perfect to suit and please everyone but rest assured that we at PACIFIC CEBU RESORT INC, have always strive to provide our guests with utmost care and more than satisfactory service each and every time.
Nevertheless, thank you very much. Your feedback will be very beneficial to us. As they say, there is always room for improvement.
Respectfully yours,
Ms. Leila E. Ceniza, PTRP
Manager On Duty
? and what function are you talking about
Posting Permissions
