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영서 이

Very Good.

Review of Fili Hotel Cebu
5.0 of 5 bubblesReviewed 3 weeks ago
very very good!!
Thanks for Joey, jackie, james, alexes, ien
It's a place I want to come back to
very very good!!
Thanks for Joey, jackie, james, alexes, ien
It's a place I want to come back to
very very good!!
Thanks for Joey, jackie, james, alexes, ien
It's a place I want to come back to
Date of stay: October 2024
Trip type: Travelled as a couple
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.
Roel Constantino, General Manager at Fili Hotel Cebu, responded to this review
Responded 2 weeks ago
Dear _R549OYY,
Thank you for sharing your experience at Fili Hotel NUSTAR Cebu. We are delighted to know that you enjoyed your stay.
Your comments were shared with the team and Joey, Jackie, James, Alexis and Ian were all thrilled with your commendation.
Such feedback always inspires the staff to raise the bar of hospitality and service.
We look forward to welcoming you back soon.

Yours sincerely,

Roel Constantino
General Manager
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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Reviews (392)
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Reviewed 5 weeks ago

The hotel is beautiful and huge and attached to a high end mall with brands like Dior, Celine and Bulgari. It has ornate mother of Pearl door handles . The staff are very nice and very friendly. The rooms are huge and have huge beds and a large bathroom with a bathtub and shower and an iron and iron Board.. Its convenient to eat at the Lobby Lounge or the Fili Cafe on the 4th floor or in the Mall where there is a Chinese restaurant
And Cafe Laguna..

Room tip: They have a narrow lap pool
Date of stay: September 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank B614IPveronicar
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 4 weeks ago

Dear B1614IPveronicar,

Thank you for your wonderful review! We are delighted to hear that you enjoyed your luxurious stay and appreciated the beautiful design details. It is great to know that the convenience of having high-end shopping and dining options enhanced your experience.

We are also happy to hear that our friendly staff made your stay even more enjoyable. We hope to welcome you back soon for another exceptional stay!

Sincerely,

Korina Gabucan
Executive Office - Hotels

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 September 2024

Nustar Lifeguard Alexis, Paolo, and James Clark are the best…… 🤩🙏👏 Very accommodating and helpful when we wanted to take our pictures in the pool 😊😊😊 Our experience was great and the hotel was superbbbb …….The food and stay were amazing…..

Date of stay: September 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Susana Concepci... I
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 4 weeks ago

Dear susanaconcepcioni,

Thank you for your wonderful stay at Fili Hotel NUSTAR Cebu! We are thrilled to hear that you had an amazing experience with us and enjoyed the food and stay. Our team from Level 5 pool namely Alexis, Paolo, and James Clark will be delighted to know they made your time at the pool extra special — I will make sure to pass along your compliments to them.

We hope to welcome you back for another superb stay soon!

Sincerely,

Korina Gabucan
Executive Office - Hotels

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Reviewed 23 September 2024 via mobile

While Fili (Nustar) brags about being a 5-star hotel, I am giving it a 1-star for service and would recommend standard Holiday Inn and Courtyard service as superior to Fili in Cebu.

On July 26, 2024, I attended a high school reunion gala event at Fili and booked a room there for convenience. We were given a room that was adjacent to noisy construction even if I requested one in a quiet area. There were workers outside our window so we couldn’t open the drapes.

I needed to prepare for the gala, having just arrived from an international trip. There was no ironing board so I called to request one two hours before the event. The never brought one even if I called back twice! They also did not have a hair dryer which was very important for me to prepare for the event. I only found out after I already washed my hair so I called again. Waited 20 minutes or so and called again. Always assured they would send it and my ironing board immediately.

Finally, just had to iron my clothes on a towel and go to my HS reunion with wet hair. Imagine that! I had not seen my classmates in decades, flew in from the U.S. to attend the event and had to go with wet hair because the hotel totally ignored their responsibilities to have these amenities in the room AND did not provide them despite several calls.

We prepared to leave the next morning and called for a porter to help us with our 5 suitcases. They said one would be over asap. 30 minutes and two phone calls later, no porter. So we hauled our 5 large suitcases to the elevator. Where we encountered the manager doing rounds with 5 staff members. They quickly tried to grab our suitcases from us and were feigning disbelief. By then I just asked them not to touch our things.

We quickly left the hotel after they pelted us with excuses about some big convention.

Room tip: If you’re not there for a large convention or are there to gamble, don’t bother.
Date of stay: July 2024
Trip type: Travelled as a couple
Thank carmenrH736PK
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 4 weeks ago

Dear carmenrH736PK,

Thank you for sharing your experience with us. We sincerely apologize for the multiple issues you encountered during your stay, especially on such an important occasion like your high school reunion. We understand how frustrating it must have been to deal with the construction noise, lack of essential amenities, and delayed service. This is certainly not the level of service we strive for, especially given the significance of your event and the long journey you made to attend it.

The concerns you raised, such as the unresponsiveness to your requests for an ironing board and hair dryer, and the lack of timely assistance from our staff, are unacceptable. We are deeply sorry that this impacted your experience and special event preparation. The situation with our concierge service is also inexcusable, and we regret that this added further stress to your departure.

Your feedback will be shared to our management team for immediate review and action. We will work hard to address these service gaps to ensure that future guests do not encounter the same issues.

Thank you for taking time to share your feedback and we truly hope you will give us another opportunity to provide the high-quality experience we are known for.

Sincerely,

Korina Gabucan
Executive Office - Hotels

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Reviewed 21 September 2024

My family enjoy our 4nights stay here. Kids enjoy swimming with lifeguard (Paolo) his very helpful and attentive with kids around the pool. Beds are comfy. Staff are helpful. Buffet breakfast very good. Plenty of choices you can picked!!!

Date of stay: September 2024
Trip type: Travelled with family
Thank jerahb2014
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 4 weeks ago

Dear jerahb2014,

Thank you for your wonderful feedback! We are thrilled to hear that your family enjoyed your stay with us, especially that the kids had a great time at the pool under the care of Lifeguard Paolo — I will ensure to pass along your kind words to him.

It is also great to know that you found the beds comfortable and enjoyed the wide variety of choices at the breakfast buffet.

We look forward to welcoming you and your family back for another enjoyable stay!

Sincerely,

Korina Gabucan
Executive Office - Hotels

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 September 2024 via mobile

Warm and ultra generous staff, top of the line everything almost but knitpicks

- auto bidet faulty, responsive half the time
- no personal touch at the gym & pool ammenities (didn't try spa)
- food is good, few are great (tried 3 outlets)
- local elements and designs feel forced, but understandable given the build restrictions
- function hall didn't feel like a part of the hotel

High points
- best FO & concierge team in Cebu by a mile - welcoming, thoughful, intentioned
- diverse choices for bfast buffet, best in Cebu
- amazing views if you get a seaview room

Room tip: Request seaview Buffet is 630am not 6
Date of stay: September 2024
Trip type: Travelled on business
Thank Andrew F
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 4 weeks ago

Dear Andrew F,

Thank you for staying at Fili Hotel NUSTAR Cebu and we appreciate you taking time to share your feedback. We are delighted to hear that you had a positive experience with our team, especially our Front Office and Concierge. Your compliments about the breakfast buffet and the stunning sea view rooms are also greatly appreciated.

We apologize for the issues you mentioned. We will look into the bidet's functionality to ensure it is fully responsive. Your observations about the gym and pool amenities will help us enhance the guest experience there. As for the local elements, we understand your sentiments and will continue to refine our efforts to create a more authentic touch within the constraints we face.

Your feedback on the function hall is valuable and we will consider how we can better integrate it into the overall experience.

Thank you once again for your thoughtful insights, and we hope to welcome you back to further exceed your expectations.

Sincerely,


Korina Gabucan
Executive Office - Hotels

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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