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“Excellent but Food could use improvement”

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Shangri-La's Mactan Resort & Spa
Ranked #2 of 30 Hotels in Lapu Lapu
Certificate of Excellence
Maldives
Level Contributor
22 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
“Excellent but Food could use improvement”
Reviewed 1 August 2014

This was the second stop in our trip in Cebu and we stayed for 4 nights, having been here before I would say the resort was well kept and really nice to chill out, we love our room and the surrounding is really nice. Chi the Spa is fantastic me and my husband had a relaxing treatment that includes detoxing bath soak. The only thing is the food is not impressive, it is ok but nothing spectacular, we have tried Cowrie and the dinner buffet at Tides

All in all we loved our stay and will not hesitate to recommend to travellers who want to experience luxury pampering.

  • Stayed July 2014, travelled as a couple
    • Value
    • Cleanliness
    • Service
Helpful?
1 Thank jaded1975
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (649)
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  • Arabic first
  • Chinese (Traditional) first
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  • Dutch first
  • English first
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English first
Metro Manila, Philippines
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 30 July 2014

A great overall resort experience! facilities are great, staff are VERY courteous and attentive, from the airport personnel, to check in , to all the Food and Beverage outlets! Highly recommended for families and friends!

  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com

Helpful?
2 Thank Rommie C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Makati
1 review
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 30 July 2014

Bad Food - its my first time to eat bad food in a five star htotel. I have to wait for 25 minutes just get a table.

Overcrowded Swimming Pools and Beach. I felt like in theme park.

Long Wait for Departure - The Golden Circle Line does not make any sense in that hotel because of the long line.

I left the hotel irritated because of the 30 minute waiting. It's my first time to feel bad leaving supposedly a memorable vacation.

  • Stayed July 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com

Helpful?
3 Thank CKVC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marco V, General Manager at Shangri-La's Mactan Resort & Spa, responded to this review, 4 August 2014
Dear CKVC,

I am very sorry to hear about your recent experience at the resort during your holidays. Thank you for listing down points for us to improve on; these are well noted and we will certainly take steps to give our guests better facilities and services. We hope there will be another opportunity for us to show you the Shangri-La hospitality that you have come to expect from us.

Should you wish to discuss this further, please contact me directly at marco.vazzoler@shangri-la.com.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Hong Kong, China
1 review
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed 30 July 2014

Electricity breakdown, lack of staff, bathroom flooding, smoke everywhere during dinner because of the renovation, long line for breakfast everyday and slow refill of dishes during breakfast, bad ventilation in the Macton Ballroom because the cook made fried eggs and fried noodles inside a ballroom!

Room Tip: Check the air conditioning and bathroom because the temperature control may not work and the bathroo...
See more room tips
  • Stayed July 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com

Helpful?
4 Thank Chiu A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marco V, General Manager at Shangri-La's Mactan Resort & Spa, responded to this review, 4 August 2014
Dear Chiu A,

Thank you for letting us know about your stay. We understand your frustration with the ongoing renovation and hope you will be able to return to enjoy our refreshed all-day dining venue, Tides.

We appreciate your loyalty to our brand and we hope to provide you with a more delightful experience upon your return. Should you wish to discuss this further, please contact me directly at marco.vazzoler@shangri-la.com.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Melbourne, Australia
Level Contributor
20 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed 29 July 2014

Shangri la Mactan Island
We stayed here recently for 8 nights and I have to say I was disappointed with the overall quality and level of service. The hotel is getting tired and granted they are doing some renovations to the lobby, Buko bar & Finns restaurant but I don't think this should affect the quality & standard of service. Our experience was as follows;
- hotel transfer from seaport never showed up, we had to catch a cab with 2 kids, 3 suitcases & a pram, not a great first impression!
- interconnecting rooms were not set up upon check in
- everything seemed quite overpriced compared to other 5 star hotels in the Philippines AND they seemed to charge for many additional things that other hotels include such as kids play areas (charge by the hour), activities, pool tables, hotel courtesy bus into town etc
- mini bar fridge was not working in room (replaced and still didn't work), vanity mirror falling off the wall, pillows horrible & lumpy, air conditioner broke down which we reported, said they'd fixed it and it still didn't work, towels old and stiff
- Chi day spa staff member turned up late for my cabana massage with no apology and still finished up at allocated time (over $80 AUD for 1 hour!) Tip: just walk out of hotel entrance to Tree Day Spa, great massages & service for $15 AUD 1hr
- pool staff were hard to come by and you were usually left to find yourself a menu and chase them to order
- service in Buko Bar was very slow and again found it hard to get staffs attention

On a good note;
- snorkelling at the beach was fantastic & great for kids
- kids loved the 3 storey play room, kids pool & water slide
- nurse in the medical office was fantastic, going with my husband & daughter via ambulance to the Cebu hospital when my daughter had a suspected broken finger. She stayed with them the whole time.
- beach service staff were really good and very attentive
- Curan Cove was a great spot for dinner and the seafood was delicious
Overall for a 5 star hotel I expected a lot more for the amount of money we paid and was left quite disappointed.

  • Stayed July 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Jackie D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Marco V, General Manager at Shangri-La's Mactan Resort & Spa, responded to this review, 4 August 2014
Dear Jackie D,

We have taken note of your feedback on the various service lapses during your stay. Please accept our sincere apologies for the shortfall in service delivery and the inconvenience caused. Your feedback has been shared with all concerned as we look towards providing a more delightful experience for our guests.

Again, thank you for taking time to communicate your concerns and I hope you will give us the chance to restore your confidence in us.

Should you wish to discuss this further, please contact me directly at marco.vazzoler@shangri-la.com.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
10 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 29 July 2014

Beautiful resort setting on the beach with a number of recreation activities, pools, restaurants and bars. However value was lacking with overpriced services and amenities and average quality rooms in comparison to other premium hotels and resorts. While the people are friendly and helpful I would of expected a higher level of service.

  • Stayed July 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with shangri-la.com

Helpful?
1 Thank Jamie A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Las pinas
Level Contributor
14 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed 28 July 2014

I bought my kids' annual academic awards with a stay in shangri-la and I must say that the one year they devoted to achieve their medals paid off with the accommodating welcome and stay we had in this hotel. The kids enjoyed all the amenities in the resort. There was no dull moment to speak of. They enjoyed the mini golf, the table tennis and most specially the pool and the slide. As for me and my husband, we enjoyed the accommodating and friendly staff who were always there to offer help specially with picture taking. :) A lot of staffs oversees the playing children, ensuring their safety in all areas. The beach area is also a thumbs up with rows of tents to stay in while the children play with the sands. We love the breakfast buffet with a selection of coffee concoction, most hotels would only offer brewed coffee for breakfast. As coffee lover, I must say having a selection is one hell of a treat to start off the day. For all it's worth, this is a must choose hotel for families with smaller children.

  • Stayed April 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Berna T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Shangri-La's Mactan Resort & Spa

Property: Shangri-La's Mactan Resort & Spa
Address: Punta Engano Road, Lapu Lapu 6015, Philippines
Region: Philippines > Visayas > Cebu Island > Mactan Island > Lapu Lapu
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 On the Beach Hotel in Lapu Lapu
#1 Luxury Hotel in Lapu Lapu
#1 Business Hotel in Lapu Lapu
#2 Romantic Hotel in Lapu Lapu
#2 Family Hotel in Lapu Lapu
#2 Spa Hotel in Lapu Lapu
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Shangri-La's Mactan Resort & Spa 5*
Number of rooms: 530
Official Description (provided by the hotel):
Tucked in lush tropical landscape and with a crystalline coastline, Shangri-La's Mactan Resort and Spa, Cebu is the premier, award-winning deluxe resort property in the Philippines. It has won acclaim from both domestic and international travelers for its spacious and well-appointed 530 guestrooms and suites, the variety of its dining, entertainment, sports and recreational activities offered in its paradise-like setting and as home to CHI, The Spa at Shangri-La, one of the largest spa villages in Asia.Nestled amidst 13 hectares of lush greenery, landscaped gardens and with a 350-meter white-sand beach, Shangri-La's Mactan Resort and Spa, Cebu is the quintessential modern-day paradise. It is an exciting refuge for nature lovers and a favorite among holidaymakers, as it combines rustic surroundings, modern conveniences and genuine Asian hospitality that are distinctly Shangri-La. ... more   less 
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Also Known As:
Shangri-La`s Mactan Resort And Spa
Shangri-La`s Mactan Hotel Lapu Lapu
Shangri Las Mactan Hotel
Shangri La Cebu
Shangri La Mactan
Shangri Las Mactan Lapu
Shangri-La's Mactan Resort & Spa Cebu Island/Mactan Island

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