Hotel Stella

Nothing about our two-night stay was okay. The rooms and bathrooms were old and unclean, with rusty showers, handles, and faucets. The cabinets and small refrigerators were old and untidy too. Pillows were worn and hard to sleep on, and the Wi-Fi and parking were terrible. Housekeeping didn't seem to respond quickly, and the staff weren't accommodating. They asked for a deposit even though we'd already paid for the whole stay in advance. There was no breakfast included, which was terrible. We weren't comfortable.

We arrived late at night and left early in the morning, so it was a very functional stay. The sheets had lots of black marks worked into the fabric, and the toilet smelled really bad. I wouldn't recommend the hotel, since there are other options.

The rooms are fairly clean, though old, and the location is good. Still, after staying in about 30 hotels around town over two years, mostly three- and four-star places and some five-star hotels in Mactan, I can't recommend Stella Hotel. There are great deals and better value options nearby. On the next parallel street to Osmenia Boulevard, about 150 meters away, there are several good alternatives. The first one on the left has great service, everything new, and friendly, helpful staff. We've stayed here several times because of the location and reasonable room prices, but they lost us over a 2 cm drop of cream on a towel. It would have come out with water, but they asked for an extra 600 Pesos. My partner is small, quiet, and humble, and had to wait in the lobby for 20 minutes before we were reunited. They treated her rudely and disgracefully. That isn't acceptable or excusable. As a former hotel manager, I may see things differently, but the staff's and management's flaws were clear to me. I found the staff unfriendly, and never saw even a slight smile, even when giving a tip. They seem under huge pressure from management and unhappy at work. The food definitely isn't a reason to book: the pizza was a catastrophe. Once we ordered scrambled eggs, but the cook served plain eggs by mistake. The receptionist harshly ordered her to redo them. She was nearly in tears, then relieved when I said it was fine and there wasn't much difference. There are extra charges for things too. Prices for eth are plus tax and service charge, which doesn't feel customer-oriented or friendly. Ice cream isn't 25, 30, or 35 Pesos, but 38.50, and the most expensive water is much the same. Shower gel, a bathmat, and a toothbrush cost 100, with toothpaste extra. They're small amounts relative to the hotel price, though highly overpriced, and the charges show greed and inflexibility. I usually prefer to leave good reviews, but Hotel Stella's staff and management don't deserve one.

We checked into rooms 403 and 405 as a family. For the first night we were told to use nearby paid parking because the hotel lot fits only three small vehicles. We managed to get a hotel parking spot the second night, and told the front desk we'd check out before dawn for an early trip. Then we were stuck for nearly an hour because another hotel guest had double-parked behind our car.