Fili Hotel Cebu

These days, I don't need much for a relaxing break: a comfy mattress, good coffee in the morning, smooth service, and no stress. My wife and I spent a couple of days at Nustar - Fili, and it was just what we needed. We arrived at 12:30 PM and were checked in within minutes. Our Executive Deluxe King - Sea View room was already ready, which we hadn't expected. Everything ran smoothly during the stay, with no delays or hassles, just comfort, peace, and good food. The free 1 PM late checkout was easy too. We handed back the key cards and left without a queue or wait. The whole process felt organized and professional, and the staff made us feel valued. From the security guards who greeted us to the front desk, housekeeping, and management, everyone we met was courteous and efficient. That's hard to find in the Philippines. Six stars for that. A very pleasant stay, and we're grateful for it. We'll be back.

More than 35 minutes just to reach a member of staff for check-in. I wasn't waiting for a room to be cleaned or prepared, only to check in. I've stayed here several times, and this was the first time it took this long. I've checked in at average and really good hotels around Asia, including SG, RSK, and HK, and never waited like this. They should have planned enough staff for arrivals. This is the first impression guests get, and mine was a poor one. I don't mind waiting for a room when it needs preparing, but this was ridiculous. Do better, Nu Star management.

For a premium-priced stay, the room felt basic, the food was terrible, and the customer service was disappointing. I booked a King Deluxe Room at Fili Hotel for five days expecting a real five-star experience, but this wasn't it. The room was listed for up to three adults, and I was there with one adult and my young child. The package said breakfast was included daily, but didn't say that it covered adults only. They refused breakfast for my child when we arrived and only explained that policy afterward. Had I known, I would have chosen another hotel or package. Guests paying premium prices deserve clear information. It was frustrating trying to sort this out with the manager. The communication wasn't clear, and my straightforward concern didn't feel properly handled. This was a terrible experience, and I wouldn't recommend the hotel. It's the first time I've had this kind of issue at a five-star place. I've had better service and clearer policies at some three-star hotels.

The room cleanliness was our main concern. The rooms looked spotless, but my mom's asthma was triggered and she seemed to get a little worse, although she wasn't in great shape beforehand. My sister and her girlfriend, staying in the other room, also had allergic rhinitis the next morning. More thorough cleaning would have made the stay even better. We arrived for check-in around 4 pm, and the rooms still weren't ready. Near 5, they offered a free suite upgrade for the Deluxe Twin room. Room upgrades depend on availability and each case. Both the suite and Deluxe King were elegant and luxurious, with an in-room Nespresso machine and capsules, smart TV, couch, table, and bathtub. The suite was larger, especially its bedroom and bathroom, and had separate living and dining spaces behind woven sliding doors. We loved the pool view from the living area and the mesmerizing sea view from the dining area. Breakfast was superb. I especially liked the strong coffee, which tasted like it came from a proper cafe, and the flaky pastries were still delicious after sitting on the plate for several minutes. They also extended checkout for both rooms to 3 pm instead of noon. The only small snag was that the key cards seemed to deactivate at noon the next day, so we had to get them reactivated at reception. It wasn't a big deal. Miss Sofia at reception proactively found options that made the stay more comfortable and memorable, and we really appreciated her help. The rest of the staff were polite, attentive, and helpful too. They made us feel they had our best interests at heart, and their service made this one of my family's best hotel experiences so far. I'd still recommend Fili Hotel.