Name: Family trip
Item: Waterfront Cebu City Hotel & Casino
Rating: 5
Author: jakiadams23

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GrandTour10442686152

Negros Island, Philippines

2

Reviewed 30 June 2024

WASTED 1 HOUR OF MY LIFE FOR CHECK OUT

Room was okay, a bit dated, but for the location and price, was all okay. Breakfast was not as good as other days but still fine, since they usually have good breakfast, maybe just that day was mediocre. Check in was smooth at 5pm. Check out was a NIGHTMARE from 11am to 12nn.. Line was stretched all the way near the elevator. I don't know why they only assigned 2 persons our of 4 at the front desk, knowing there was a huge convention, a wedding, and other guests. Check out time is supposed to be busy obviously. Had to call the concierge, sales department and other staff just to let them see how bad it was. And even then it took them 40min before they could fill the 4 out of 4 front desk staff. SO DISAPPOINTED.

Room tip: CHECK OUT EARLY

Date of stay: June 2024

Ask GrandTour10442686152 about Waterfront Cebu City Hotel & Casino

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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.

Hello GrandTour10442686152,

Thank you for taking the time to share your recent experience at Waterfront Cebu City Hotel & Casino. We sincerely apologize for the long wait time you encountered during check-out, especially considering the smooth check-in. We understand your frustration due to the busy period with a convention, wedding, and other guests checking out, and we acknowledge that staffing levels were inadequate.

We are committed to improving our guest experience and are reviewing our check-out procedures to ensure proper staffing during peak hours. We are also exploring options for a faster check-out process, such as express check-out.

We appreciate your feedback and are taking steps to prevent this from happening again. We are glad you found the room and breakfast generally satisfactory and hope you'll give us another chance to provide an exceptional experience on your next visit.

-Waterfront Cebu City Hotel and Casino

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Frank S

1

Reviewed 27 June 2024

Room outdated. Rest of hotel quite satisfactory.

Room is old. Only 1 power socket. Bathroom is very outdated. Wifi was spotty.

To the positive. Service was good. Special requests were filled in a timely manner. Food was good with many choices. Lobby was a very nice place to spend time in. Best feature is it's proximity to the US Consulate.

Date of stay: June 2024

Ask Frank S about Waterfront Cebu City Hotel & Casino

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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.

Hello Franks,

Thank you for taking the time to leave such a humbling review regarding your recent stay with us. It has been our pleasure to have you and we are sincerely happy to hear you had a great visit. Looking forward to welcoming you back soon!

- Waterfront Cebu City Hotel and Casino

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Trollatc

Kwajalein Island, Marshall Islands

1814

Reviewed 23 June 2024

Nice hotel

We stayed at the Waterfront hotel in June 24. Very clean rooms , great breakfast buffet, and lots of choices for lunch and dinner. We stayed here because the US concalate is located in the same building. The reason for 4 stars is the following,. One king size bed for the 3 of us, wife baby and myself. And there is not a conveant store on site. I had to walk off site the buy, drinks, water, and snacks.

Date of stay: June 2024

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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.

Hello Trollatc,

Thank you for choosing Waterfront Cebu City Hotel and Casino for your recent stay! We're delighted to hear you found our rooms clean, the breakfast buffet delicious, and our lunch and dinner options plentiful.

We understand your comment about the room configuration for three guests. While we offer various room types, including options with multiple beds, we apologize if a suitable room wasn't readily available during your stay. We're always happy to accommodate special requests whenever possible, so please don't hesitate to let us know your needs in advance for a future visit.

Regarding the lack of an on-site convenience store, we appreciate your feedback. While we currently don't have one within the hotel itself, there are several convenience stores and supermarkets within walking distance for your next stay.

-- Waterfront Cebu City Hotel and Casino

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Myrlie P

1

Reviewed 18 June 2024

Poor room telephone line

Yes Pillows, beddings and towels are bright white and clean which I consider a very important factor in hotel stays. I also appreciate that room supply of drinking water is not limited. Housekeeping staff are courteous especially the ladies making up the rooms.

Breakfast buffet is great, but they never served danggit for our entire 5-day stay. We expected that.

The only thing that disappointed us is when my daughter had diarrhea, their clinic charged us PhP20 each for every diatabs tablet. Emergency medicines like those should be provided free. And there is no direct line to their clinic. That is critical for emergency situations/sicknesses. And calling tru the room telephone line to the operator/reception or housekeeping is so so hard because there’s no dial tone most of the time. You have to patiently wait for a dial tone. I hope Waterfront address this ASAP. In emergeny cases, hotel guests are left helpless.

Room tip: The hotel should Improve the telephone lines of rooms ASAP

Date of stay: June 2024

Ask Myrlie P about Waterfront Cebu City Hotel & Casino

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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.

Hello Myrliep,

Thank you for taking the time to leave such a humbling review regarding your recent stay with us. e appreciate you highlighting both the positive and negative aspects of your stay. We're delighted you found the pillows, beddings, towels, and housekeeping service excellent, and enjoyed the variety in our breakfast buffet. We apologize for the lack of danggit and will consider adding it based on your feedback.

Regarding your concerns, the clinic operates independently and sets its own pricing, but we're exploring ways to improve accessibility to essential needs during emergencies. We will investigate implementing a direct emergency line to the clinic for better guest assistance. We apologize for the intermittent dial tone on room phones and will conduct a thorough maintenance check to resolve this issue immediately.

Thank you for your feedback. We are committed to providing exceptional service and creating a comfortable environment for all our guests. We hope you'll consider staying with us again, knowing we are actively addressing your concerns.Looking forward to welcoming you back soon!

- Waterfront Cebu City Hotel and Casino

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Tim J

1

Reviewed 15 June 2024

GOOD VALUE ..POOR MANAGEMENT.

I gave this review 3 stars because of the value for the money.. That being said we did have some problems duri ng our 18 night stay..The hotel had no hot water for 4 FULL DAYS..They had a major mechanical issue.....But honestly what upset me more was heading to the pool for a nice cool down at the end of the day,We arrived at the pool at 8:30 p.m. the pool hours are 7am to 9 pm..Only to be told that they were no longer admitting guests..They really didnt give a good reason why...And when I questioned the management they just shruged it off .....THE HOT WATER ISSUE WAS OUT OF YOUR CONTROL.. THE POOL HOURS ARE TOTALLY IN YOUR CONTROL....AND ITS FOR THAT REASON I GAVE YOUR HOTEL 3 STARS...We will be finding a different hotel on our next visit to the Phillipines..

Date of stay: May 2024

Ask Tim J about Waterfront Cebu City Hotel & Casino

1 Thank Tim J

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.

Dear TimjD5899YZ,

Thank you for taking the time to share your recent stay experience at Waterfront Cebu City Hotel and Casino. We appreciate your recognition of the value we offer.

We sincerely apologize for the inconvenience caused by the lack of hot water for four consecutive days. We understand the importance of a comfortable stay, and this situation fell short of our established standards. We are currently reviewing our preventative maintenance protocols to minimize the likelihood of similar disruptions in the future.

We are also very sorry to hear about your experience at the pool. Denying access to guests within posted pool hours (7:00 am - 9:00 pm) is not acceptable, and a clear explanation should have been provided. We are taking your feedback very seriously and will be reviewing our pool operation procedures to ensure guests are informed of any necessary adjustments to the schedule and to improve communication with our management team.

We continuously strive to enhance the guest experience at Waterfront Cebu City Hotel and Casino. Your feedback is invaluable in helping us achieve that goal.

While we understand your decision to choose a different hotel on your next visit, we would be honored to host you again. You can rest assured that we are actively working to address the concerns you raised, and we are confident that your next stay will be a truly exceptional one.

- Waterfront Cebu City Hotel and Casino

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