My husband's cousin who is based in Malaysia went home for a short break mid-May and we headed out to prepare for our annual family outing. Due to a lack of time, we opted to go somewhere near since we will be bringing kids with us and we didn't want to have travel far tagging several kids ranging from 10-2 years old.
We decided to go to Intosan Water Park located in Danao. The place is indeed good, something that the kids will definitely love, with their water wade and kiddie slides and mushroom shower. The older kids also loved the slides and the bigger pool as well as the lazy river pool.
I'm not really a fan of pools. I would prefer to feel sand on my feet, with blue waves crashing against the shores, and a great sandcastle. But the place did impress me. Okay I admit, anything that pleases my kids would probably impress me. (LOL)
What I didn't like the place was their customer service. Some members of the family reserved the place for us and we forgot to verify whose name was there on the reservation. We gave a couple of names and we hit jackpot. They asked where's the person who did the reservation and we told she's on her way, along with the rest of the company. They told us we have to wait for that person since they can't allow us to take our reserved rooms. It would have been fine with me if they told us in a civilized manner. But they look at us as if we can't be trusted, and that we were fools to arrive ahead of the person listed under the reservation. I tried to show a little sarcasm and told them that we can't wait in the lobby with kids running around when we know that we have our reservation. Besides, isn't it enough that the we know the name of the person to which the rooms are registered?
Then come the payment time. They told us that we have to pay PhP120 each, even the kids. I gently reminded them of their website, that kids are supposed to be 50% discounted and kids shorter than the counter will have free entrance. They said that prices have changed. Then, I reminded them also that their website states breakfast for two is included for every room reserved. They said to not mind the website as it is not updated. My question is, why is the website not updated? We live in a technology-adept society and most of the information we gather, we get it from the internet. The least that an establishment could do is update the information in their website, because that's the easiest and cheapest form of advertisement these days, otherwise, we could accuse them of FALSE ADVERTISING.
We reserved 3 rooms for the night, and the 2 two rooms are next to each other. The other room is approximately 50 meters away, or probably a good 3 minute walk under the blazing heat of the summer sun. Now, who would want that? It was a hassle for us to get the group together, as well as getting stuff from the far-away room like towels, sunblocks, etc.
I checked the room next to the two adjacent rooms and found out that it was empty. I called the reception area and requested if we could move to that room since our third room is so far. They asked me to go the reception. When I got there, I explained our situation and they said they have to check if we have messed up the room since it would mean they have to clean up twice, and would mean extra work for them. I told them that the room was unused, we just placed our stuff there but we haven't messed up the bed or used anything in it as we proceeded to go to the other two rooms. They said they have to wait for a particular person to check the room. When they found a person who could check the room, they discussed among themselves if they should allow our request as it would mean extra work for them, and they were talking out loud as if i weren't there. I butted in and told them that if it's cleaning up they're worried about, it shouldn't be a concern because the room is clean. Then they said that it shouldn't be allowed at all. I told them that the reason that we're there is for us to get together, and how could we do that if our rooms are worlds apart. Then the lady at the counter said "Excuse me, ma'am ha! Lain baya ang name na naa sa reservation. Then kato nga person kay nag personal visit jud diri so kabalo sa location sa room." What the!!!?!?!?!?! I told them that it's not true. The person who made the reservation went to Jasmine Pension, in Capitol (their Cebu booking office) not here. Then, realizing that she was caught in a lie, she said that it was probably during the downpayment that the person went there personally. I told her that reservation and deposit were made at the same time. Caught in another lie, she had no choice but to send one of the attendant to check the room, who was very rude and impolite.
When they realized that the room is clean, and nothing at all was touched, they then proceeded to be so nice to us, telling us that the other room will be ready in a while and so on and so forth. I was already fuming mad, and I was near to tears in anger and I didn't have enough strength to even put up a poker face. I forgot all my manners and did not return the niceties.
My whole career revolved around customer service. I moved my way up the corporate ladder instilling the importance of pleasing the customers and satisfying their needs. I never forget the fact that my salary is paid for by our clients, whose businesses rely on the quality of customer service we provide to their customers. In my travels, I always take note of the level of customer service that an establishment provides, because, as always, I'd like to get the best value for my hard-earned money, and in most cases, it's not how nice the room, how great the food, or how nice the view that would make a person come back but how he was treated.
Intosan was a great place. I did have a good time with the great company I was with, and I have to admit that my kids loved their water park. But will I be going back? I doubt that. There are other places to go in Cebu. Far better places with far better services. False advertising and poor customer service (in this case, i'm not just talking about the lack of customer service, but the improper way of treating a paying customer)is something that I would not subject myself again, nor I would recommend to someone I know.
The management of Intosan resort should know that customer service is what keeps them apart from their competion. A good customer service is also the cheapest way of advertising because words travel, verbal or written, through internet or word of mouth. Well, at the end of the day, I still win, because even if I wasn't treated nicely, they won't get my business again and words will spread in the internet how bad their customer service is. Well, that should get them to update their website at least.
We decided to go to Intosan Water Park located in Danao. The place is indeed good, something that the kids will definitely love, with their water wade and kiddie slides and mushroom shower. The older kids also loved the slides and the bigger pool as well as the lazy river pool.
I'm not really a fan of pools. I would prefer to feel sand on my feet, with blue waves crashing against the shores, and a great sandcastle. But the place did impress me. Okay I admit, anything that pleases my kids would probably impress me. (LOL)
What I didn't like the place was their customer service. Some members of the family reserved the place for us and we forgot to verify whose name was there on the reservation. We gave a couple of names and we hit jackpot. They asked where's the person who did the reservation and we told she's on her way, along with the rest of the company. They told us we have to wait for that person since they can't allow us to take our reserved rooms. It would have been fine with me if they told us in a civilized manner. But they look at us as if we can't be trusted, and that we were fools to arrive ahead of the person listed under the reservation. I tried to show a little sarcasm and told them that we can't wait in the lobby with kids running around when we know that we have our reservation. Besides, isn't it enough that the we know the name of the person to which the rooms are registered?
Then come the payment time. They told us that we have to pay PhP120 each, even the kids. I gently reminded them of their website, that kids are supposed to be 50% discounted and kids shorter than the counter will have free entrance. They said that prices have changed. Then, I reminded them also that their website states breakfast for two is included for every room reserved. They said to not mind the website as it is not updated. My question is, why is the website not updated? We live in a technology-adept society and most of the information we gather, we get it from the internet. The least that an establishment could do is update the information in their website, because that's the easiest and cheapest form of advertisement these days, otherwise, we could accuse them of FALSE ADVERTISING.
We reserved 3 rooms for the night, and the 2 two rooms are next to each other. The other room is approximately 50 meters away, or probably a good 3 minute walk under the blazing heat of the summer sun. Now, who would want that? It was a hassle for us to get the group together, as well as getting stuff from the far-away room like towels, sunblocks, etc.
I checked the room next to the two adjacent rooms and found out that it was empty. I called the reception area and requested if we could move to that room since our third room is so far. They asked me to go the reception. When I got there, I explained our situation and they said they have to check if we have messed up the room since it would mean they have to clean up twice, and would mean extra work for them. I told them that the room was unused, we just placed our stuff there but we haven't messed up the bed or used anything in it as we proceeded to go to the other two rooms. They said they have to wait for a particular person to check the room. When they found a person who could check the room, they discussed among themselves if they should allow our request as it would mean extra work for them, and they were talking out loud as if i weren't there. I butted in and told them that if it's cleaning up they're worried about, it shouldn't be a concern because the room is clean. Then they said that it shouldn't be allowed at all. I told them that the reason that we're there is for us to get together, and how could we do that if our rooms are worlds apart. Then the lady at the counter said "Excuse me, ma'am ha! Lain baya ang name na naa sa reservation. Then kato nga person kay nag personal visit jud diri so kabalo sa location sa room." What the!!!?!?!?!?! I told them that it's not true. The person who made the reservation went to Jasmine Pension, in Capitol (their Cebu booking office) not here. Then, realizing that she was caught in a lie, she said that it was probably during the downpayment that the person went there personally. I told her that reservation and deposit were made at the same time. Caught in another lie, she had no choice but to send one of the attendant to check the room, who was very rude and impolite.
When they realized that the room is clean, and nothing at all was touched, they then proceeded to be so nice to us, telling us that the other room will be ready in a while and so on and so forth. I was already fuming mad, and I was near to tears in anger and I didn't have enough strength to even put up a poker face. I forgot all my manners and did not return the niceties.
My whole career revolved around customer service. I moved my way up the corporate ladder instilling the importance of pleasing the customers and satisfying their needs. I never forget the fact that my salary is paid for by our clients, whose businesses rely on the quality of customer service we provide to their customers. In my travels, I always take note of the level of customer service that an establishment provides, because, as always, I'd like to get the best value for my hard-earned money, and in most cases, it's not how nice the room, how great the food, or how nice the view that would make a person come back but how he was treated.
Intosan was a great place. I did have a good time with the great company I was with, and I have to admit that my kids loved their water park. But will I be going back? I doubt that. There are other places to go in Cebu. Far better places with far better services. False advertising and poor customer service (in this case, i'm not just talking about the lack of customer service, but the improper way of treating a paying customer)is something that I would not subject myself again, nor I would recommend to someone I know.
The management of Intosan resort should know that customer service is what keeps them apart from their competion. A good customer service is also the cheapest way of advertising because words travel, verbal or written, through internet or word of mouth. Well, at the end of the day, I still win, because even if I wasn't treated nicely, they won't get my business again and words will spread in the internet how bad their customer service is. Well, that should get them to update their website at least.
