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HL0011
London, United Kingdom

Ok but poor dining options and management unhelpful (Really 2.5/5)

Review of Matinloc Resort
3.0 of 5 bubblesReviewed 28 Mar 2019via mobile
Pros
Good location and generally very friendly staff.

Room was nice, good size and good A/C.

Great beach and the two pools are really lovely.

Comfortable sun loungers and good poolside service and beach towels.

Cons
No alcohol served or sold in this resort - not a problem, but a consideration.

Very poor dinner food quality and selection. This is a major issue as you cannot go elsewhere!!

Rude staff at check out (when I complained about the total lack of cold water in the room). I was simply making a valid complaint and was made to feel like I was being unread.

Summary

Nice enough place. Management need to learn how to deal with basic complaints/criticism. Restaurant needs to be better or this place will fold.

There are better options around for this price point. I’d give it 2.5/5 if I could.
Date of stay: March 2019
Trip type: Travelled with friends
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Don_Duenas, Front Office Manager at Matinloc Resort, responded to this review
Responded 29 May 2019
Dear HL0011,

It was a pleasure to serve you. I really appreciate you taking the time to share your comments with us. We've taken your thoughts to heart and we're planning on making some internal changes based on your feedback.

We hope you will come back soon!

Sincerely,
Don
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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Reviewed 7 March 2019

Flight was cancelled and Management made no effort or allowance to provide any assistance or accommodation. I placed several emails and phone calls to the resort to look for a solution not to forfiet $2843 for a 3 night stay. (same rooms sells for $220/night) They were not willing to reschedule or provide any reimbursement what so ever. Hotel had vacant rooms and was charging highest possible rates. You decide if this is the type of business you want to give your money to

Date of stay: February 2019
9  Thank Gerald D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Don_Duenas, Front Office Manager at Matinloc Resort, responded to this reviewResponded 29 May 2019

Dear Gerald D,

We're extremely sorry that you had to face such difficulties, problems in customer service are not something we are known for. As you can see from our other reviews, we pride ourselves in providing great customer service and we'd like to do the same for you. We may not be able to provide your request that is beyond our limitation, but if you give us a chance we will completely make it up to you.

Please do not hesitate to contact me directly at dduenas@matinloc.com should you require my personal assistance.

Sincerely,
Don

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 March 2019 via mobile

Amazing room and food not so good. But the service is pretty nice. The outstanding experience on that was our private boat tour. All service and the guide, Ronald Areglo, was great! The lunchtime on a hidden beach was incredible and all attention with our security and availability to take photos all the time was the best. Tks for this time together!
Pay attention in the limited time to leave and arrive on Matinloc island. It's not possible to have any transfer after 17h. So, if you want to know the night life in downtown, you must reserve at least one night in another place there.

Date of stay: March 2019
Trip type: Travelled as a couple
Thank Rogerio G
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Don_Duenas, Front Office Manager at Matinloc Resort, responded to this reviewResponded 29 May 2019

Dear rogeriog270,

Thank you very much for your balanced and fair review of Matinloc Resort. I'm glad you felt delighted with our services and I will definitely pass this on to our tour guide Ronald that was well done. It's something we've worked hard on and we're pleased our efforts resonated with you.

I also want to thank you for your feedback. We've taken your thoughts to heart and we're planning on making some internal changes based on your recommendations.

I appreciate your kind words and professional demeanor and look forward to welcoming you back here in the future.

Sincerely,
Don

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 19 February 2019 via mobile

Just spent two fabulous nights at Matinloc Resort and honestly couldn’t fault it.
We are a family of 5 (2 adults and 3 kids under 9) and from our pickup at the El Nido pier to take the boat transfer to the island to our drop off two days later, the service was amazing. The surrounding scenery is spectacular and we really felt like we were on or own little private island.
Yes, we had to walk over 100 steps to get to our room (as other reviews have stated) but that was all part of the charm and it allowed us a workout each day. 😜
We had a mountain room which had two storeys with the kids upstairs and us downstairs. Very clean and plenty towels and bedding- which is sometimes an issue with a family of five staying at hotels.
The kids loved the beach and pool and we arranged through the hotel to do a half day island hopping tour. We would definitely recommend this- yes it is more expensive booking with the hotel than what you pay back in El Nido but I felt the tour itself was structured very well and certainly, for a family with 3 young kids, we felt very safe throughout with the Matinloc guide.
Unfortunately 3 of us came down with a vomiting bug on our final night but the staff couldn’t do enough for us, from bringing extra plastic bags, tissues and towels.
Additionally- a very early morning (5:30am) boat transfer back to El Nido and the hotel had packed us a ‘takeaway’ breakfast for the journey.
We had a fantastic stay, aside from the sickness, and would recommend this hotel to anyone wanting to experience the beauty of El Nido. We will definitely be back again.

Date of stay: February 2019
Trip type: Travelled with family
1  Thank Susannah U
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Don_Duenas, Front Office Manager at Matinloc Resort, responded to this reviewResponded 29 May 2019

Dear susieure,

It was a pleasure serving you and your family. I really appreciate you taking the time to share your feedback and being so open with us.

I'm glad you felt satisfied with our room, facilities, and service especially the cleanliness of your room and your experience during the island hopping tour. We also want to thank you for appreciating the natural views and landscapes of our resort. I also feel sorry that you faced such difficulties on your last night and I hope that all is well with you and your family right now.

We hope you'll come and see us again soon!


Sincerely,
Don

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 February 2019

We were a family of 13 arriving at this resort during the Christmas holidays (from Dec. 26 - 30th). For the amount of money that we paid, we truly expected more in terms of accommodations. We had 3 beach villa's and 1 mountain villa. The beach villa's were pretty much the same layout in terms of size. We were told that one of the beach villa's could accommodate 4 adults - it had a king size bed and a queen bed. We assumed it was a 2 bedroom villa. There was a King bed that overlooked the beach (breathtaking views) and as you walk to the back, they squished a queen size bed into a room which was so small, there was no room for bedside tables and we could barely fit our luggage. There were no set of drawers anywhere in the villa to unpack. This was extremely disappointing as we paid double for that villa than what everyone else paid. There was no privacy for the couple that had the King bed as it was an open concept. We brought all of this to the attention of management. They were extremely responsive and tried their best to address all of our concerns (not enough room to hang clothes, no drawers, no privacy for couple with King bed). They brought a make shift divider into the villa to shield the King bed when we wanted to go in and out of the villa without disturbing the other couple, they also brought a portable hanging structure and plastic mismatched hangers. Again, the staff were amazing, but they could only work with what they had. They really should revise their pricing policy to reflect the standard they are providing in terms of accommodations. The food was mediocre at best - it was the same menu everyday. Another important fact that wasn't clear when we booked the resort, was that they do not serve ANY alcohol. They allow you to bring it with you (which is a bit of a pain) when you arrive at the island, but clearly this is not ideal.
Again, the scenery is breathtaking, the staff was extremely responsive, but they cannot change what the resort is lacking.

Room tip: Beach villa's have the best view. Don't be fooled into getting the one with the Queen and King bed - you will be disappointed.
Date of stay: December 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Service
3  Thank Riza_01
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
FOM0315, Front Office Manager at Matinloc Resort, responded to this reviewResponded 30 May 2019

Dear Riza_01,

Thanks very much for your balanced and fair review of Matinloc Resort. I'm glad you appreciated the effort and dedication of our staffs. It's something we've worked hard on and we're pleased our efforts resonated with you.

I also want to thank you for your feedback and criticisms. We've taken your thoughts to heart and we're planning on making some internal changes based on your feedback.

I appreciate your kind words and professional demeanor and look forward to seeing you in the future.


Sincerely,
Don

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 31 January 2019 via mobile

Nice and clean room.
Quiet place with lots of places to take pictures
Nice beach for swimming, kayaking and snorkelling
Very friendly and hardworking staff
Great amenities
One improvement : one way to go to the resort , hop from the boat to a floating rope , it would be difficult for elderly, not designed for young people and not with babies . Would be better to design a solid port or some solid structure to drop off and pick up guests.

Date of stay: January 2019
Trip type: Travelled as a couple
Thank christinesO2468QK
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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