The Isabelle Hotel

My room was advertised for two guests and can accommodate two people, but I was told the complimentary breakfast wouldn’t cover my child. I’m the only adult staying, with one child accompanying me. Since the room rate covers two occupants regardless of age, I’d like to understand why the child isn’t included.

We were exhausted and had little choice but to pay the hotel’s higher direct rate after spending hours dealing with the staff and management. We’d booked three rooms through Agoda after picking up our Nanay from her heart angiogram/angioplasty, so she could rest before we drove home the next day. But when we arrived, the hotel said Agoda hadn’t sent them the money and refused to let us check in. The hotel and Agoda kept blaming each other and left us stuck in the middle. A couple of days later, Agoda did refund our original booking cost. Horrible customer service. If the hotel won’t accept guests with Agoda bookings, take the listing off Agoda!

The staff made my birthday feel really special. They even brought a surprise gift from my daughter to my room and sang to me as they handed it over. My room was spotless, and the personal welcome note on the smart TV was such a nice touch. Carl's restaurant had delicious food, though it took a little while to arrive. It was worth waiting for. I had a lovely, relaxing birthday at the new Isabelle Hotel in Naga City and would happily recommend it.

The hotel and rooms are nice, and the location worked well, but getting things done took too much follow-up. Breakfast was late every time, and we had to chase it up almost daily. On our last morning we missed it because we were already running late for our flight. Housekeeping also needed repeated reminders on several days. Reception seemed poor at coordinating, and one staff member even hung up on me. It's a shame for a hotel this nice. Management should improve staff training.