The Aurora Subic Hotel Managed By HII

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We stayed at The Aurora Hotel Subic for 3 nights and 4 days. While the location was convenient, our overall experience was disappointing mainly because of the staff’s professionalism and customer service. From our very first visit to the hotel café, several staff members were loudly talking about their personal lives and using inappropriate language that could clearly be heard by guests. I was with my children, and even my father had to politely call their attention because the conversation and choice of words were uncomfortable in a family setting. Unfortunately, after that incident, my children no longer wanted to dine at the hotel’s cafe for the remainder of our stay. Throughout our stay, some staff members also appeared unfriendly and lacked basic professional greetings or hospitality toward guests. Simple gestures such as welcoming guests warmly or maintaining a professional atmosphere seemed missing. We understand that hospitality work can be stressful, but guests — especially families — expect professionalism, courtesy, and a respectful environment during their stay. We hope management can improve staff training and customer service standards so future guests can have a better experience.

I was not provided an invoice after asking in-person, and receiving making several phone calls. I cannot get reimbursed for my work travel. The hotel should be able to provide me a receipt without referring me to Booking.com's receipt; Booking.com cannot provide an official invoice. The hotel has to provide an official invoice.

Service, staff and cleanliness

None

Be careful they contacted me 10 days prior to the check saying they have over booked the hotel. I booked 3 months in advance!

Be careful they contacted me 10 days prior to the check saying they have over booked the hotel. I booked 3 months in advance!

The roof top pool was amazing.

The breakfast. The scrambled eggs were the only western style breakfast and they were not very good. The other breakfast foods were more like lunch or dinner foods.