Luxent Hotel

Our family stayed at Luxent Hotel from January 21-25 while attending my grandmother’s funeral. What happened with my father’s Ford Ranger near the lobby stairs made an already difficult time extremely distressing. A security guard was guiding the vehicle. In the CCTV footage later shown to us, the car moves forward while the guard stands in front and keeps signaling for it to move forward and turn. He doesn’t signal my father to stop or reverse, which would have helped with maneuvering. My father trusted the guard and followed the directions, and the vehicle hit and damaged the stairs. On January 24, Ms. Rachelle Garcia showed us the Incident Report. It said “the guard immediately assisted the guest in maneuvering backward,” and attributed the damage to the wheel turning. But the footage shown to us clearly did not match that account. The car never moved backward. The inconsistencies made the report’s reliability and integrity seem compromised. The CCTV also showed a cone near the stairs before the incident, which raised the question of whether the area had already been damaged. I pointed out the discrepancies to Ms. Rachelle Garcia and referred to Article 2176 of the Civil Code of the Philippines, which says damages should be borne by the negligent party. My father wasn’t negligent; he was following the guard’s directions. The negligence was in the incorrect guidance he received. Even after I explained this, Ms. Rachelle firmly insisted my father was entirely at fault and showed no openness to reconsidering the CCTV evidence. It was especially painful to see the blame put on a grieving senior citizen on the day his mother was buried. We were told we couldn’t check out unless we paid the charge. We were rushing to the burial, so despite strongly disagreeing with the conclusion, we felt forced to pay. Marx and Marvin were also involved in how the incident was handled. This isn’t about the amount charged. It’s about the way the situation was managed, the lack of empathy, the mismatch between the report and the footage, and the refusal to acknowledge possible staff error at a very sensitive time for our family. I sincerely hope Luxent Hotel properly reviews the incident, including the footage handled by Ms. Rachelle Garcia or the security team. Given what our family was going through, how this was addressed left us deeply disappointed.

We needed somewhere in the north and wanted one room for all four of us so we could enjoy the vacation together. Luxent Hotel worked for both. We stayed 3d2n, and the room was nice and comfortable for what we needed. The amenities were among the best I’ve had. We swam, ran on the gym treadmill, and spent most of all playing in the game room. It felt like a regular arcade, except there were no tokens, so we could play as much as we wanted. We also loved the daily breakfast buffet. Everything we tried was delicious, and I don’t think I’d get tired of any of it. The dining area was distinctive, with a dome-shaped feature. We even recognized it while watching That Kind of Love, the movie with David Licauco and Barbie Forteza. The staff were cheerful and always greeted us with so much energy. They even prepared a cake for my birthday without us mentioning it, which was a lovely surprise since we were actually staying for a concert. The whole experience is unforgettable. Thanks for making it meaningful for all of us.

We had a lovely family staycation. The premier king room was clean and spacious, and housekeeping brought our requested items promptly. The shower was relaxing, with good water pressure and temperature. Staff were courteous, check-in and check-out were efficient, and breakfast at the buffet was delicious. The clean pool on the 17th floor wasn’t too cold, and the gamer room was a nice way to pass the time. The king bed was comfortable but smaller and shorter than a standard king, so it felt a bit cramped with a child. The towels smelled fresh, though they were on the small side, and bathrobes would be a nice addition. Hope the service stays consistent. We’ll come back.

I’m giving this hotel one star after a serious safety issue during a recent fire emergency. There was no fire alarm in my room, and staff gave conflicting answers about whether we could safely return to our rooms. The response was chaotic, leaving us confused and uncertain for too long. Guests were put at risk by the lack of clear communication and working safety equipment. This is unacceptable.