Santorini Hotel

The location was good, with a connection to the mall, but the stay had a lot of problems. We couldn’t pay by card, breakfast was poor, the rice was undercooked, and the baked beans were spoiled. Our room smelled old and didn’t have enough light, and other areas and facilities were untidy. The staff lacked customer service skills, and the guard on duty at check-in seemed annoyed.

We left and went home, even though our booking was non-refundable. That’s how bad the front desk experience was. We arrived at 5 PM on 02/15, tired after our kids had spent the day at Robinson's Metro east, and just needed a place for the night. There were several rooms still available online, but the staff made us feel like they wanted to charge us as much as possible. We’ve stayed at other, better-rated hotels where people were considerate of our kids and sometimes upgraded us as a courtesy. Here, staff showed little concern or care in how they spoke to guests. We don’t mind paying, but denying our child his rightful PWD discount, after all the inconvenience and extra costs, was unacceptable. They also said that even if we paid for another person, our child wouldn’t be included in breakfast. This hotel is not recommended, there are other places with better service. We were there with our 2-year-old and our 5-year-old, who has Autism. The receptionist said we had to upgrade because our room couldn’t accommodate two “kids.” When we asked what was included, they didn’t know the room could fit two adults and one child aged 9 or younger. We then asked if we could pay for one extra person instead. The charge for our 5-year-old was Php 1,200, which was fine, but when we asked for a PWD discount, the receptionist said it was already a “discounted” rate. We asked to see a written policy or reference for the regular extra-person rate, but they couldn’t provide anything. There was no dedicated parking. We were directed to park at the nearby mall overnight, which was very inconvenient, and staff didn’t even know the cost. The hotel also wasn’t kid-friendly or PWD-friendly, and provided poor customer service. We were supposed to stay with my wife and kids, but the whole experience was terrible.

Our stay of more than a week was frustrating, and I wouldn’t recommend the hotel for a comfortable, honest experience. The room conditions, ignored requests, and lack of response to our concerns made it poor value for the price. Some staff were friendly and polite, but service overall didn’t justify what we paid. We also told staff that a taxi driver had scammed us, but they didn’t help or resolve it. Before we arrived, we specifically asked for the bed to be placed against the side of the room, and the hotel confirmed it would do that. The request was ignored. The room hadn’t been cleaned properly: there were bugs and small cockroaches, and disposable slippers left by previous guests. We also booked the correct room but were still charged for the first night after raising the issue. AirAsia told us to contact the hotel directly, but the payment was never refunded and the mistake wasn’t addressed.

The staff were courteous and accommodating, but I wouldn’t recommend this place. The room smelled really bad, the carpet was dirty, the lobby restroom reeked of urine, and the air conditioner filter had a terrible smell. The fridge smelled like sour milk too. They don’t take credit cards. Breakfast was okay, except the pancake was raw inside.