When traveling, I’m okay with roughing it. I’ve slept on airport floors, I’ve gotten a room right next to what appears to be a drug den, complete with choking cigarette smoke, sleazy men looking at me with suspicion whenever the door opens and I happen to be in the hallway fumbling for my key and the smell of suspicious substances (but then again, it might just be incense, or not, nope, definitely not). I’ve no complaints having to sleep in less than ideal conditions, primarily because I’m often game and, hey, the place never presented itself as the The Ritz. Props for honesty.
What would annoy me greatly is when the establishment appears to be nicer than you’ve expected only for its staff kick you in the nuts (not that I have any) with their crappy, crappy service.
Thus, welcome to E.Y. Pension House.
Here’s what happened:
1. They did not set up the extra bed/mattress as requested when the reservation was made a week ago. To think an advance payment was made for three persons to guarantee the booking!
Their reason: the mattress was “extra charge.”
Fine by me. Of course. Duh. As the unfortunate third, where the hell was I supposed to sleep? The floor? But, we forgave the error. We left instructions for the bed be set up when we return.
2. They were perfectly content to leave our suitcases lying around in the lobby where anyone could just walk in and grab them. I did not overload my luggage so it was pretty light. We asked if they could be stored behind the front desk since we’ve already checked in and all, and they were still setting up the extra bed. All we got was a nod and then the people, which included two manning the front desk and two who appeared to be part of the cleaning crew, went on with their inane chatter.
They had to be reminded about this. Three times. But, again, we forgave it.
3. “Setting up the bed” for them meant having the mattress leaning against the wall with only a bed sheet. No pillow. No blanket. I didn’t even get a towel. Why?
Their favorite answer: “Extra charge.”
Okay, I get it that when people stay in a pension house, they are on a budget. But being that we’ve made the advance payment for three people, common sense, which is proving to be so elusive these days, should have told them that of course the third person needs a pillow, blanket and a towel. And of course they carry an extra charge. We didn’t mind. Because we understand stuff like “extra charge.” Why couldn’t they tell us about this right away? We practically had to beg for these. Why didn’t they offer these?
When we asked exactly how much these “extra charge” bullshit were, we were given a figure so laughably cheap that it was really ridiculous how they were holding them hostage. Unbelievable.
4. They didn’t clean our room on our third day because we didn’t tell them. On the second day, they cleaned our room without us having to give them any specific instructions about it. Strike one against the pension house.
Strike two was when we made the call telling them how the room wasn’t cleaned and this front desk person dared to say that “they cleaned it.” Yeah right. Overflowing trash bins indicate that cleaning personnel have gone in and done their job.
What really pissed me off was that after five minutes, nobody from the staff came knocking on our door. So I walked the twenty steps to the lobby and informed the personnel there about the state of our room. One of them insisted again that they cleaned it and I shot back, “No, you didn’t. Why don’t you come to our room and see.” Then the same person started saying how “we didn’t leave instructions for the room to be cleaned.”
I went ballistic. “Were we supposed to? You didn’t tell us anything about having to personally instruct you about cleaning our room each time we leave. You didn’t say anything when we checked in, whenever we’d leave the key with you. You never said anything. There isn’t even a sign. You’re lying.”
At this point, the owners intervened and I brought them to our room. The proof was in the unmade beds, and again, the overflowing trash bins. One of the owners, trying to placate us, tried to laugh it off by saying, “It’s her first day,” (referring to the front desk person–I don’t know who and I was beyond caring).
I hate it when people try to diffuse a tense situation by resorting to humor. It’s condescending and it’s insulting. I said, “If it’s her first day and she’s messing up like this, she should be fired. Shouldn’t you make a good impression on your first day?”
They don’t clean rooms, apparently, because a guest (yep, one guest) complained before about probably losing some personal items. If this is the pension house rule, they should tell their guests about it upon checking in or, if they are vocally-challenged, put up a sign or a discreet tent card in the room as a reminder.
5. Number Four happened after a long day. We were tired and wanted to rest for a few hours before another long night. Eventually, after much protestation, the E.Y. staff started tidying up the room. Strike three. Hello, they were going to clean the room while we were in it–when we’re supposed to be resting! And they were stepping on the mattress I was sleeping on! And the owner was right there–and he only told them off about it after my sister told them off about it.
If you’re going to Surigao City, I advise you against staying at E.Y. Pension House. No. No. No. Better that you just stay in a nice hotel because there’s only a little difference in terms of price. Not to mention that the service are light-years apart. You don’t want to deal with staff who always asks if you’re checking out just because you’re leaving them your room key with the ginormous key chain (it’s practically the size of my foot and I wear a size nine).
You’re on vacation. You have the right to splurge and you deserve nothing but the best service.
As for E.Y. Pension House, give your staff proper training.
Up next: a cheery post on my Surigao vacation. I’m getting hungry just remembering it.
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