We noticed that you're using an unsupported browser. The Tripadvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Contact accommodation for availability.
There are similar hotels available.
View all
Nat
Cebu Island, Philippines

NOT THIS TIME

Review of Fili Hotel Cebu
1.0 of 5 bubblesReviewed 30 Sept 2023
The hotel markets itself as a 5-star hotel in Cebu but it is way waay far from that star rating. I will be listing down good things about this hotel but you also have to consider the following items that I listed below.

Pros:
1. It has the better ball room/ convention halls in the entirety of Cebu.
2. Rooms are spacious and new
3. Elegant interior and facade

Cons:
1. First night, I reported that there is a foul smell in my room but the telephone operator sarcastically told me that the hotel is fully booked because of the event that we were having. The duty manager came and told me that all of the rooms smell just like mine. What he did was spray an aerosol. I even said to have an air filter or aeromatic in my room to help remove the smell while sleeping. He guaranteed to have it delivered but none came to my room that night.

We are out the entire day so on the second night upon entering my room, I complained again because apparently none from the housekeeping nor from the front desk tried to resolve the issue. This time, the smell was unbearable. Like something was wet and it didn't dry off properly. I waited outside the room because the telephone operator told me that the attendant will be in my room in 15 minutes to spray again the air freshener. So I waited outside. 20 minutes passed, I called again and told that no one came. The same duty manager (from last night) arrived a couple minutes later rushing and now told me that there is indeed a foul smell in my room but to my dismay, we
waited again outside the room because the attendant was not with him. This time, he told me that the foul smell has been a common problem they receive. This statement surprised me considering we talked about this the night before and he gaslighted me about my complaint.
This time, he offered to transfer me and upgrade my room but with all the stuff I have, I told him I do not want to transfer and just to resolve the issue. He then sprayed the air freshener and decided to leave it here. Basically, my issue stopped because I stopped complaining, not because they resolved my issue.

2. Hallways going to guest rooms smell paint and construction materials. Even the elevator smelled like this.

3. Breakfast was repetitive.

4. You can see construction everywhere. Most especially to the rooms on the lower floor.

While the "soft opening" phase is acceptable with all the construction and eye sores, customer service should not be compromised.

If you are planning to stay here, please manage your expectations.
Date of stay: September 2023
Room Tip: Construction is everywhere You will encounter foul smell in at least one area of the hotel
Trip type: Travelled on business
1.0 of 5 bubblesValue
2.0 of 5 bubblesLocation
1.0 of 5 bubblesService
Problem with this review?
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this review
Responded 3 weeks ago
Dear aaronaughtyy,

Thank you for taking the time to share your feedback regarding your recent stay with us. We appreciate both your positive feedback and your concerns, as they help us identify areas for improvement.

We are delighted to hear you enjoyed our ballroom, spacious rooms, and elegant interior. However, we sincerely apologize for the issues you encountered with the foul smell in your room and the lack of prompt resolution. This is not the standard of service we strive to provide and we regret that our team did not meet your expectations in addressing your concerns effectively.

We also appreciate your feedback regarding the construction smells and breakfast options. We are pleased to inform you that our hotel is now fully operational, with many areas available for you to enjoy as we continue to enhance the guest experience.

Please know that we are taking your comments seriously and will use them to improve our services. We hope you might consider giving us another chance in the future to provide you with a more enjoyable stay.

Sincerely,

Korina Gabucan
Executive Office - Hotels
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Nearby Hotels
RM 191
  • Priceline
  • Agoda.com
    RM 153
  • Hotels.com
    RM 202
5.7 km from Fili Hotel Cebu
Free Wifi
Free parking
RM 159
  • Priceline
  • Agoda.com
    RM 146
  • Trip.com
5.8 km from Fili Hotel Cebu
Free Wifi
Free parking
RM 124
  • Priceline
  • Agoda.com
    RM 101
  • Hotels.com
    RM 138
5.6 km from Fili Hotel Cebu
Free Wifi
Free parking
RM 371
  • Priceline
  • Agoda.com
    RM 327
  • Hotels.com
    RM 390
7.1 km from Fili Hotel Cebu
Free Wifi
Free parking
RM 293
  • Priceline
  • Agoda.com
    RM 228
  • Hotels.com
    RM 395
6.4 km from Fili Hotel Cebu
Free Wifi
Free parking
RM 179
  • Priceline
  • Agoda.com
    RM 169
  • Hotels.com
    RM 223
4.9 km from Fili Hotel Cebu
Free Wifi
Free parking
RM 176
  • Priceline
  • Agoda.com
    RM 91
  • Trip.com
5.9 km from Fili Hotel Cebu
Free Wifi
Free parking
RM 417
  • Priceline
  • Agoda.com
    RM 362
  • Hotels.com
    RM 461
5.8 km from Fili Hotel Cebu
Free Wifi
Free parking
RM 164
Fully refundable
  • Priceline
  • KLOOK
    RM 144
  • Hotels.com
    RM 303
6.2 km from Fili Hotel Cebu
Free Wifi
Free parking
View more hotels in Cebu City
Reviews (395)
Filter reviews
395 results
Traveller rating
344
31
7
4
9
Traveller type
Time of year
LanguageAll languages
More languages
Traveller rating
344
31
7
4
9
Show reviews that mention
All reviews peking duck iberico pork xin tian di axis bar char siu served fast siomai sir robert complimentary dessert surely comeback job well done lobby lounge accommodating staff lechon mango breakfast buffet fina
Selected filters
Filter
Updating list...
87 - 92 of 395 reviews
Reviewed 21 September 2023

We checked in last Sept.15-17 in Fili hotel we had a blast my family were satisfied all the services they offered. The hotel is a five star hotel, so its all worth it what you paid for. The last day we checked out accidentally we left my sons’s iphone in the room we noticed it when we were on the road heading home. I messaged the duty manager MR. STEVEN ROYO SANTIAGO assured to me that phone is just there in the room. Other staff were looking and asking others to help them to find until MR STEVEN SANTIAGO personally went to the room and searched and he found it. I am so happy, HONESTY and INTEGRITY is the right words for you sir STEVEN thank u so much.

Date of stay: September 2023
Trip type: Travelled with family
1  Thank Mary Ann V
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear 59maryannv,

Thank you for your review! We are thrilled to hear that you and your family enjoyed your stay with us at Fili Hotel. It is fantastic to know that our services met your expectations and that you had a blast during your time here.

We are especially grateful for your kind words about Steven Santiago and his dedication in locating your son's iPhone. Honesty and integrity are values we hold and it is heartwarming to see our team exemplifying these traits.

We hope to welcome you and your family back for another exceptional stay in the future!

Sincerely,

Korina Gabucan
Executive Office - Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 September 2023

As of the writing of this review, we are still at the lobby waiting for our rooms to be ready.

We are checking into NuStar Fil hotel right after we checked out from Sheraton Mactan resort for 3 days and 3 nights. The difference between Sheraton and NuStar is like day and night when it comes to service.

We arrived in NuStar via LG parking lot. We arrived we multiple large luggage’s and although there are multiple hotel personnel standing by the x-ray machine no one dares to help us unload our stuff. After they x-rayed our bags no one guided us where to go and they just stand there and busy themselves chitchatting. We carried all our bags to the elevator.

At the check-in reception: it was very disorganized and it looks like that most personnel don’t even know what to do. While I was standing waiting for my turn, there’s a another guest that went straight to the reception and ignored the people who waited. I called his attention and he’s actually very apologetic and expressed his frustrations about the room assignment mistakes. He was frustrated by the service provided that he ignored the line. What’s surprising was while we’re having an exchange the hotel we’re just standing in front of us frozen and never even attempt to calm down or explain what’s going on.

We can visibly noticed so many hotel personnel on the floor but no one is even trying to accommodate the guests. They are mostly standing there and chitchatting with other personnel about something not job related (yes they’re loud and I can hear and understand what they’re gossiping.

I’ll add more reviews later.

So far a very disppointing experience.

Charlemagne Ambrad

Room tip: The lobby is chaotic and full of shady looking crowds. Be careful with your belongings.
Date of stay: September 2023
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
2  Thank Charlie021271
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear Jet57083725889,

Thank you for sharing your feedback. We sincerely apologize for the experience you have encountered so far, especially with the check-in process and the service from our staff. This is not the level of service we strive to provide and I deeply regret the frustration it has caused during your stay.

Your concerns regarding the lack of assistance with luggage, disorganization at reception, and the unprofessional behavior you observed are being addressed with the team. Please know that we take your feedback seriously and immediate steps will be taken to improve our service.

We value your patience and would like to ensure that the remainder of your stay is more comfortable. Should you need any assistance, please do not hesitate to reach out to me or our management team directly.

We hope you will give us another chance in the future to provide you with a truly exceptional stay that reflects our usual high standards.

Sincerely,

Korina Gabucan
Executive Office - Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 August 2023 via mobile

I stayed here for 4 nights during recent trip to Cebu. The hotel is located in the complex with restaurants and casino. However, the mall section still under construction.

Check In and check out progress is slow but helpful staff. The room is wide and fully equipped, espacially very comfortable mattress. The breakfast was also good with varieties of western and local food.

Date of stay: July 2023
Trip type: Travelled on business
Thank Sanitv
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear Sanitv,

Thank you for sharing your experience! We are glad you enjoyed your stay with us, especially the comfortable room and the variety at breakfast. We appreciate your feedback about the check-in and check-out process and we are continuously working to improve it.

We are excited to let you know that the mall is now open, so there is even more to enjoy during your next visit. We look forward to welcoming you back soon!

Sincerely,

Korina Gabucan
Executive Office - Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 July 2023 via mobile

Manager Johanne Espinosa, Head Concierge Stephen Santiago and Vince of the concierge team went above and beyond to assist guests. Even though the hotel was quite new, they responded to every request timely and attentively with a smile. Exceeded expectations for sure!

Room tip: Avoid rooms near construction area
Date of stay: July 2023
Trip type: Travelled on business
1  Thank Angelica T
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear Angelica T,

Thank you for your kind words! We are thrilled to hear that Johanne, Steven, and Vince provided exceptional service and exceeded your expectations. Our team takes great pride in ensuring every guest feels well taken care of and it is wonderful to know that their efforts made a difference in your stay.

We look forward to welcoming you back soon!

Sincerely,

Korina Gabucan
Executive Office - Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 29 July 2023

I visited Cebu for the ABAC and stayed here. Excellent Service from the hotel staff, upon arrival I was given a welcoming drink by a tall pretty lady named Lyn, what caught my attention is her warm and welcoming smile. The orange fizz was refreshing by the way. The room was very spacious, clean and had the amenities needed. Breakfast was delicious and with many choices. The people in the reception were very helpful in checkin and check out. Transaction was smooth. The convention were we held the meetings was very clean and staffs were very quick to replenish water, pencils and paper. Coffee and tea was good and Lyn was there too always smiling and helpful in giving directions to spots. She also recommended Fina restaurant and food was great. The location is great and near shopping centers. Will definitely stay again if im back here in the Philippines.

Date of stay: July 2023
  • Trip type: Travelled on business
    • Location
    • Service
Thank ccfcvsdfvas
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Korina Gabucan, Other at Fili Hotel Cebu, responded to this reviewResponded 3 weeks ago

Dear ccfcvsdfas,

Thank you for your sharing your experience at fili hotel NUSTAR Cebu! We are thrilled to hear you had an excellent stay with us during the ABAC and that our team, especially Lyn, made a positive impression with her warm hospitality. It is great to know you enjoyed the welcoming drink, your spacious room, and the breakfast selection.

We are also pleased that your meetings went smoothly and that you found our location convenient. We cannot wait to welcome you back on your next visit to the Philippines!

Sincerely,

Korina Gabucan
Executive Office - Hotels

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
View more reviews