Good day! Mr. Cahill, I hope this message finds you well. We would like to extend our sincerest apology for the inconvenience that has caused your remaining 2 days stay. We made an initial investigation to all the staff involved and they already accepted their mistakes and was reprimanded by our HR dept. As per our further investigation, it was just an honest mistake done by our staff as they didn't notice the " Do Not Disturb " light was on due to the sun lightning coming from the window. ( this was also the reason why we double checked it and confirmed the DND sign was on ) The front desk that you spoke with was still a trainee and mistakenly write " make up room tomorrow" as what he heard from you that you agreed upon as per our front desk staff. With regards to as why the HK staff didn't leave the room right away, yes they heard you through your webcam but since they already strip out the linens, they just want to return it back before leaving the room. We already discussed this with you beforehand regarding our housekeeping Policy as to maintain the cleanliness in our facilities and about this matter personally. Again, what the new staff did was just purely an honest mistake and we hope to seek your enlightenment on this matter. Rest assured that all our staff are honest as we do not tolerate any form of malicious mischief. This will also serve as an eye opener for us to further enhance our staff training to strengthen more our capabilities in serving all our guest needs and make them feel safe and secured of their stay with us. We promise that this kind of matter won/t happen again in your next visit and to all our future guest. We thank you and appreciate for taking time with your feedback to further improve our services. We hope to see you again in your next visit.

Hi Ma'am. Hope this message find you well. Our apology for late reply. We are truly sorry for your frustration about our service, however with regards to the massage please be informed that we are only a 3rd party and the therapist do not work directly with us. We only call for a spa clinic if the guest request for a massage from us. All our guest has an option to call a therapist on their own or should they wish to request it from the hotel. All prices given is base on the Spa clinic rates . we only add a very minimal service charge fee if the massage is book on us as part of our 3rd party agreement with the Spa clinic. With regards to the commission or salary of the therapist , the hotel is not held responsible or liable about it since we do not have a contract with them and we are only a 3rd party and the therapist dos not work directly from us. We already call the spa clinic and informed them about your concern. About the stained linens, already check it with our team and made sure this matter will be discuss and reprimanded. Please do note that part of our terms and conditions written in our registration form is that " stained linens will be charged accordingly " with this , our staff was just following our policy. We are very sorry on this matter and we do our best to resolved any issues or concerns that made confusion between our guest and staff .about our policy. Thank you so much for your comment as it enlighten us to serve all our guest with a better customer service.Hope this will not be your last stay with us as we ensure that you will not experienced this kind of service again. Thank you once again, and have a good day!

Thank you for bringing this to our attention. We apologize for the less-than-quality customer service experience you had during your stay. We are looking into this to determine how we can improve as customer service is something we pride ourselves with. Rest assured, we will be reinforcing the training of our staff.

Thank you for leaving us a review. We are glad we made your stay enjoyable! We look forward to welcoming you again!

Thank you for staying with us! We always try our best to give our guests a memorable stay and provide value for money. We will share this with our staff as they go out of their way to provide our guests with quality service. We hope to see you again during your next visit to Cebu!

Thank you for leaving us a review. We are very happy that you enjoyed your stay with us and we hope to welcome you again during your next visit to Cebu!

Thank you for taking the time to leave us a review. We are glad that you enjoyed your stay with us. We will share this with our staff and surely this will provide everyone with the encouragement to keep up the good work. Again, thank you and we look forward to welcoming you again to 18 Suites!

Thank you for your great feedback! We are very happy to have given you an enjoyable experience. We will share this with all the staff. Again, thank you and we look forward to welcoming you again in the near future!

Hi. Thank you for staying with us. We are sorry about the experience you had. We take customer satisfaction very seriously and will be looking into this matter. Again, we apologize and we hope to have you back as a guest in the future and provide you with a much better experience.

We are very sorry for the experience you had with our newly-installed wifi system. We have been coordinating closely with the supplier to address this concern. We expect to resolve it within the day. Thank you for bringing this to our attention and we hope to welcome you back in the future.

Thank you for your great feedback! We are very happy that we made your stay memorable :) We will share this with the staff and we look forward to welcoming you again in the future!

Thank you so much for taking the time to leave us a review. We are very happy that you enjoyed your stay with us and we will share your comments with our staff. We look forward to welcoming you again during your next visit to Cebu!

Thanks for leaving us such a wonderful review. We are glad that you loved your stay with us. Our dedicated staff will be pleased to learn of your great feedback and we look forward to hosting you again!

We want to express our sincerest apologies regarding the issues you faced. Thank you for bringing this to our attention and we would like to learn more about your particular experience so we can determine how to improve. Please feel free to contact us directly so we can gather more information and make sure this doesn't happen again in the future. Thank you.

We want to sincerely apologize for your negative experience with our desk staff. We pride ourselves in maintaining the highest quality standards for our customers and take such complaints seriously. We are currently investigating this matter. Thank you for bringing this to our attention and we hope to resolve this and earn you back as a guest.

We are sorry to hear you did not have a great experience during check-in. We too are concerned about not receiving booking confirmations on-time from online partners as this affects the overall customer experience. We are looking into this matter and coordinating with them to determine how this can be avoided in the future. Again, we are sorry for the delay in check-in.

We are glad you enjoyed your stay with us! We hope to welcome you again during your next trip to Cebu!

Thank you for staying with us and we hope to welcome you back during your next trip to Cebu!

Thank you for staying with us! We strive to give our guests an enjoyable experience and we are glad we achieved this. We look forward to having you stay with us again in the future!

Thank you so much for staying with us and for leaving us a review! We are glad we made your stay enjoyable. We hope to welcome you again during your next visit to Cebu!

Thank you for staying with us. We are glad you enjoyed your stay and we look forward to welcoming you again!

Thank you for staying with us and for your feedback! We always strive to give our guests a wonderful experience. We hope to welcome you again next time you're in Cebu!

Thank you for your great feedback! We strive to give our guests an exceptional experience. We look forward to welcoming you again should you plan another trip to Cebu!

Thank you for leaving us a review. We are glad you enjoyed your stay. Customer satisfaction is our top priority and we hope to host you again during your next visit to Cebu!

Thank you for taking the time to share your experience. We will share this with the entire hotel staff. We look forward to welcoming you again during your next visit!

Thank you! We always strive to make your stay as pleasant and enjoyable as possible.

We enjoyed having you stay with us, Sir Harold. We hope to welcome you again during your next visit to Cebu!

Thank you for your feedback. We shall share this with all the staff.

We're thrilled you had a great stay! Thank you for staying with us and we look forward to welcoming you again!

Great feedback! :) Thank you and we enjoyed having you stay with us.

We are sorry for the inconvenience you experienced during our transition period. Should you have any concerns or suggestions, please feel free to email us. Thank you and we look forward to welcoming you to 18 Suites next time you're in town.

Thank you for giving your feedback. We shall share this with all the staff to serve as a motivation.

Thank you! We are so glad we made your stay enjoyable!

Thanks for the positive rating, John ! Hope to host you soon :) Regards, Kevin

Hi, John ! Thanks a lot for staying with us. Looking forward to hosting you soon. Regards, Kevin

Hi ! Delighted to see you liked our services. Keep this love coming :) Regards, Kevin