Saw this Inn after watching a good review from a Youtube Vlogger.. And decided to booked through Agoda and include my former nanny as a birthday gift for her..
We came from Halsema Highway where we got stranded for an hour due to landslide. Upon arriving we are expecting a room where we can already take a rest after the long drive with rain and muddy road (because of construction).
To our surprise, our booking was cancelled as per their staff and was asked if we are willing to be transferred to Banaue Hotel which we stood firmly that we will not accept that option because of the hazards of driving back(pouring rain and muddy road with construction). And we prepaid for their inn so why to be transferred? What we felt was that we were being thrown away outside even though I paid in full.
Worst customer service award goes to Monina, Graham's wife who lacks the proper basic training in handling customers especially with case like what happened to us.. As a RESPONSIBLE and PROFESSIONAL resort owner, she should have the INITIATIVE to approach the inconvenienced guests by personally talking to us about what happened to our booking but no I was the one who approached and talk to her (she apologized for what happened with a SORRY with a poker face). She even showed me how rude and unprofessional she is by blaming their fault of LACK OF COORDINATION and OVERBOOKING (hey there are only less than 10 cottages) with alibis and finger pointing to the internet, to agoda etc. when in fact i sent a message and even called to informed Graham for like 3 weeks ago that Ill be adding a fourth pax.
Since it is already night we stayed on their last cottage which is only good for two pax (we are 4 adults). We leave their place as soon as we all woke up as my husband was really pissed off with how our planned holiday vacation and BIRTHDAY TREAT FOR MY NANNY was ruined by Native Village Inn..
I am demanding them a FULL REFUND for the amount charge to my card, since no customer should pay to experience STRESS and INCONVENIENCE after driving for almost 8 hours.
If there is a rating LOWER THAN TERRIBLE then thats what I would love to give this couple.. The place have lots of potentials but how it is handled and managed is what breaks it.
We've been traveling for sometime and this is by far the first time that we've experienced such lousy service..
Without them thinking how dangerous the weather and the road when they told us that they will transfer us to another hotel. The place is in the mountain province area of the Philippines and there was a heavy pour at the time of arrival plus the dangerous muddy road and deep ravines.
(Attached are screen captures of proof that my booking isnt cancelled and exchange of message with Graham prior to going at the Inn, inquiring on tours and checking the road for maps - which meant there will never be any cancellation.)
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