Still good but not what I expected the second time round
19/06/2019 007RJDJ, Sydney, Australia
We stayed here in 2018, the service was excellent, so naturally, we did not think twice about booking it again on our return stay this year. Although the same high level of service, it was very disapp... more
We stayed here in 2018, the service was excellent, so naturally, we did not think twice about booking it again on our return stay this year. Although the same high level of service, it was very disappointing to learn that it had changed management because some cost-cutting measures were implemented, like the cappuccino during breakfast service, or a bucket of ice (comes in handy after a long hot day outside). It is also worth noting that the room we were in initially, the air-conditioning & hot water system were not working correctly. After bringing these items to their attention right before leaving for a jaunt into town, they were not attended to as discussed which resulted in a follow-up call on our return — disappointingly, no clear explanation was offered by the duty front desk manager at the time having us moved to a slightly bigger room on the same floor instead for the inconvenience. A nice gesture & much appreciated. Overall, a great stay but the cost-cutting leaves a lot to be desired. less
Nam Keong Y, Cluster General Manager at BEST WESTERN Plus The Ivywall Hotel, responded to this review
Thank you for taking the time to write a review of your recent stay at Best Western Plus The Ivywall Hotel, Palawan.
We have a culture of constant improvement that we try to apply to every aspect of the guest experience. While we are not perfect, we are always looking for ways to improve things so that our guests have the highest quality experience possible. Obviously, not everything was perfect during your recent stay and I am sorry that this clearly marred your overall experience, even with our recovery action.
The Management of the hotel has not changed since late 2017. We started to implement charges for specialized coffee during breakfast service, and for orders ice buckets in year 2017. These changes were made in accordance to industry practice in the city.
Please also feel free to contact me if I could be of assistance for your next stay with us, when we will do all possible to ensure that your next stay is perfect.
N.K.Yeoh ( Mr )
Cluster General Manager