Hotel De Susana and Resort

The hotel was poorly maintained. The rooms we stayed in had cobwebs and fine cracks on the walls and ceiling. You could also see dust and cobwebs in the lobby, on the chandelier and on the aircon units. The furniture and fixtures in the room looked old, considering that it’s a fairly new hotel. We were dissapointed the moment we stepped in our room (PHP2,500). So, we decided to upgrade to another room (PHP3,000), hoping it would be bigger and better. We were given a slighty bigger room with two beds. But the most horrible thing happened. It started to rain and the rain water got in the room by the window frame that was poorly installed and the water nearly soaked our stuff. If we hadn’t noticed it right away, it could have drenched our computer which was in one of our bags lying on the floor. And it’s terrible how you could hear the heavy raindrops pounding on the rooftop. We then requested to be moved to another room. With no acknowledgement or apologies for our predicament, they moved us to another room. The room was very big and had a sofa, it appeared to an executive suite. We’re not sure why they moved us to a more expensive room. Maybe either because they didnt have any other vacant rooms available or they wanted to compensate us for our harrowing experience. The executive suite room was very big. It was very big we felt the extra space was unnecessary. There was a lot of void in the room. The room was dingy. The furniture and fixtures still looked old. The tiled floor was dirty and sticky. The bathroom wasn’t bad overall, it was spacious, but it had uncesary fixtures like big shelves that looked old and rough. Some of the rooms on the second floor were undergoing renovations. They left the doors open which made the hallway dusty and dirty with visible footprints of the workers coming in and out of the rooms. At night you could hear loud sounds from a wedding reception downstairs. During the day you could hear kids running in the corridor. Contrary to what we had hoped for (a relaxing stay), we had boisterous two nights in the hotel. We’re vegan and requested for a special breakfast. We requested for oatmeal champorado (native chocolate porridge) which was confirmed by the reception staff. When we got to our first breakfast, the restaurant staff was not aware of our request. We had to call reception to confirm our request. They eventually granted our request but said they didn’t have oats which was initially agreed upon. To prevent further stress, we agreed to have the usual rice champorado instead. The same thing happened on our second breakfast. The restaurant was not aware of our request. We had to have them coordinate with reception for our request. It was very frustrating, to say the least. Our experience was so bad we decided to check out early.

There are two hotels with practically the same name in this city...owned by the same people. This review is for the resort. Making a reservation with this hotel was very difficult. I filled out their online form 4 times on their website but they never responded. We finally had to send my brother-in-law over in person to make the reservation....very poor business practice. I guess they don't need the business. They also need to implement a credit card system for online reservations on their website...afterall, we are in the 21st century. It's extremely inconvenient for foreigners to make a reservation with this hotel. The hotel lobby is beautiful and impressive. But the rooms need vast improvements. This hotel will be run down in another decade and will be down-graded to a 1-star hotel if they don't keep up with the repairs and investing money back into the hotel. The rooms have old basic furniture and are starting to look very old and tired already. The noise level from the hallways at night is sometimes unbearable. The hotel should have an employee patrol the hallways a couple of times a night when there are large wedding groups staying in the hotel to ensure guests are not making alot of noise in the wee hours of the night. There were a couple of nights during our stay when people partied all night with their room door wide open. The room doors are not insulated and the hallways are like echo chambers. Front desk was unsure if they offered any laundry services for it's guests, the hotel does not provide any shampoo, the bathrooms are poorly lit, no electrical outlets in some of the bathrooms, no hand-towels in the bathroom, the bathroom door is so warped it won't close, you cannot phone outside your room to the front desk, the hotel allows guests to swim with their clothes on in the water which turns the pool quite murky and cloudy, they should also not allow toddlers to swim naked as this is very unhygienic for the other guests, they should insist babies and young toddlers to wear swim diapers, they should also provide poolside towels. The housekeeping staff are very good but you have to tell them to make the room each day. Management needs to respond to reviews on here if they want their resort to be taken seriously. One thing I also don't understand is why (since the hotel was only built over a year ago) didn't they install usb outlets in the rooms?!! It would have cost next to nothing to do this. Are the owners unaware that we live in the 21st century and that most devices these days run and charge on usb's? The staff is very courteous and friendly, the wifi is very good, the service is pretty good, they do accept major credit cards for payment at the front desk, the food is a bit above average (poor selection of westerner food although that is to be expected in Mindanao), the pools are huge but the water is cloudy from guests swimming in their clothing, and the tv selection is very good. The bathroom is the only part of the room looks somewhat modern. The rooms generally need a major overall. I expected the rooms to be alot nicer and more modern in this hotel because it was so new but the rooms look like they have been around for 25 years, and I hope they do replace the room doors with doors that are more insulated. You can hear everything from the hallway from inside your room.

The Management: This is to express our DISAPPOINTMENT to the quality of service you have rendered to us. 1. Our rooms have not been cleaned up/ made up and provisions as basic as tissue paper have not been replenished as we have requested. 2. The standby waiters had the tendency not to serve all food and snacks that we have paid for. 3. Our food is a bit too salty. 4. Your front desk personnel do not coordinate as to the rooms assignments that we had to orient front desk officers of the day the room assignments. This is simply exasperating. 5. The Kitchen crew are not informed about the room assignments, that we had to keep on explaining about rooms with extra person who can avail of the free breakfast because we have 10 Deluxe rooms with single occupants only. We have already given the Sales Management a heads up on this matter. And yet we still had to explain to your Kitchen crew every single morning about this arrangement. For us, these are major inefficiencies that we cannot tolerate. We were hoping to have a venue here in Bukidnon where we can hold our future events. But sadly, we cannot recommend your place anymore because of this experience.

We booked in here originally for 2 nights but checked out after 1 as we were very disappointed. This is a classic, looks good on the outside, their website is full of wonderful reviews, but once you check in it is really poor. It is only six months old, but looks as though it is years old due to the fact they used second hand furniture everywhere. We were in an Executive suite, which was just essentially just a really big room with big bathroom, full of old furniture, the front door was warped and required real muscle to shut. The pool area looks great, but the water in all 3 pools was cloudy and was in serious need of proper filtration and chlorine, and dare say if this was in Aust would get closed down. They have no idea about safety as they have used rules around the pool that are not suitable and become very slippery when wet. I slipped and was lucky only to only fracture 2 toes, see picture. The staff try very hard, but this place needs a hell of a lot of improvement, and seriously, get rid of the old crappy furniture, it could be great but has a long way to go

Deluxe room is spacious for 2 to 3 guests; with a table, chair, cabled tv, mini ref. The bathroom was really huge (love it) and toiletries were provided, and towels, and slippers. The hotel has very few rooms and only has 2 floors which is why they don't have elevators but you can ask the staff for help with your things when going up the stairs. The staff/front desk personnel were pleasant. The pools and the landscaping were really nice and calming and relaxing. Breakfast is not buffet style which was okay for me. Some points to improve: The room where I stayed strongly smelled of varnish. The only way to go down is through the center stairwell that leads to the huge lobby. No way to call the front desk or restaurant. Room service is available but the phone in the room is only for incoming calls. So you have to go down to the resto and make your order for room service (ironic). Some staff in the resto appealed to have lacked training unlike other staff who seemed to really know what they are doing. One staff opened my door without even knocking and turned out he had the wrong room. He was so shocked that I was there and didn't even apologized and just walked away. I complained to another staff and he apologized and tried to explain. The guy seemed to have some "special" needs and it made me very concerned about who they give access cards to.

They have a very nice pool with depth variations. In the evening, the pool is having different color lighting as well. Very beautiful to look at. The food is also tasty and reasonably priced. (Though I don't like their ceviche/ kinilaw because it's too sweet). The breakfast buffet is so so though my son loves it because of the Milo:) The rooms are spacious though spaces are not maximize and I feel some space are not necessary. Service is good. The check out though can be improved as it is still quite longer especially if you have ordered in the restaurant and had it room charged because they don't have linked the sytem yet in the billing so it is still manual.If the waiter forgot to hand over the bill then it will not be included so you have to inform them again and they will trace it for you, problem is if the waiter is off duty. The management should fix this as not all customers would be able to remember their orders or worst not customers would be honest enough to tell everything.