Hotel XYZ

The people here are what make Hotel XYZ stand out. Aria Mae and Therese at the front desk, and Karen in housekeeping, worked tirelessly to make my stay wonderful. The rest of the staff were great too, though I can’t remember their names or didn’t see name tags. I’ve stayed in different places around downtown Tacloban City many times, and Hotel XYZ is by far my top choice. The rooms and staff are amazing, and the value is exceptional for the room quality, amenities, and attentive service. Staff went out of their way to make sure I was satisfied, and on my first stay I was upgraded to a larger room. There have been a couple of problems. Reservations can be hard to get. When I was in Tacloban several months ago, I couldn’t book a room for my whole stay. Another time, a recessed light began flashing at 2am and woke me up. Management fixed it but didn’t offer anything else to accommodate me. I’m not blaming the front desk staff, but management could have been more proactive afterward. They’re incredibly busy all the time, so perhaps they didn’t have time to handle it better. The hotel is near downtown attractions and shopping. San Juanico Bridge and MacArthur Leyte National Park, along with more attractions and shopping, are a short drive away. It’s about 5km from the airport. I’ve given the hotel repeat business because the rooms are comfortable and the staff make it shine. It’s my first choice when I stay in downtown Tacloban City.

The staff are wonderful, and this was my second stay, but the upkeep needs attention. The bathroom fan didn't work, there was mold and a strong unpleasant smell, the faucet was clogged, and the room initially smelled heavily of bleach. Twice during our five nights, towels were taken without replacements. My lady called downstairs, but no one brought any, so we used hand towels; two days later we had none at all. Water or coffee cups should also be put away so dust can't collect inside. The downstairs restaurant is inconsistent. The cook's food is mediocre: the lemon chicken was so sweet it could pass for dessert, and some other dishes were far too salty. The top-floor restaurant, though, has amazing food. The AC barely kept up with the high humidity, so I had to get a second key card. Aside from these problems, the stay was okay, and the hotel has the chance to be great if they hire a good maintenance person.

I had no trouble with the room, and the food was excellent. The pool was great too, and the dining area staff were friendly, entertaining, and welcoming. The front desk was the low point. Their looks and expressions felt judgmental and disrespectful, as if they were looking down on us. Maybe it was because we weren't dressed fancily, but guests shouldn't be treated differently over their appearance. They barely greeted us, and the way they stared was insulting and disappointing. The security guard had greeted us warmly when we arrived, so the contrast was striking. I hope this isn't how they usually treat people. No customer should leave feeling judged, and their behavior left us with a very negative impression.

The rooms are clean and modern, and the service is great. Just know the included breakfast is one menu meal, not a buffet. The gym photo is misleading too, the actual gym is about the size of a king-size bed. Great location, and a great hotel overall.