Thank you for taking the time to send us an honest review. We would like to clarify that you have actually reviewed this property located in Fuente which is actually completely unrelated to the properties you had intended to and mistakenly booked at.

First of all we would like to sincerely apologize for the inconvenience you experienced with your booking process. We appreciate you bringing this matter to our attention, and we want to address the concerns you raised.

After a careful investigation and review with the concerned departments, it is found that you had booked a different property for your next date of stay- Dec. 17-21. Instead of booking at Mactan (your intended hotel), you had booked at our Guadalupe hotel. We have 3 properties across Cebu and Mactan so it's understandable to have made such a mistake while booking. However, we ask that you kindly understand there are rate differences between the 3 properties. You were charged for the Guadalupe hotel rates and if you wish to move to Mactan, there is a rate difference that must be paid. This is in no way unethical. If you mistakenly book another property and would like to be moved to another property it only makes sense to pay for the rate difference. This property on TripAdvisor you reviewed is also neither of the properties mentioned above.

With regards to the refund, perhaps it is best if we look at the terms and conditions / cancellation policy.

We apologize for the payment issues you experienced. There are our times our third party payment gateway partners experience credit card incompatibility with users. Rest assured, Maya (Paymaya) is actually a very reputable payment gateway in the Philippines.

We have also checked on the confirmation booking that you did not receive and the allegations that our team did not respond to you despite numerous attempts to reach us. Per investigation with our Reservartions team, there was a glitch on our website which is why the confirmation was not sent automatically. We sincerely apologize for this inconvenience. However, our Reservations Department sent you your confirmation letter via email and received no reply.

As for the condition of the rooms at Mactan which you are currently staying at, we apologize that this did not meet your expectations. We strive to provide accurate representations of our services.

Your feedback is invaluable to us, and we are committed to making improvements based on your experience. We understand that your trust has been affected, and we genuinely hope you will reconsider staying with us in the future. Please feel free to reach out to our customer service team directly, and we would be happy to discuss this matter further and explore potential solutions.

Thank you for bringing these issues to our attention, and we sincerely apologize for any inconvenience caused.