Last March 25, I called Canyon Cove Reservations office to book a room for April. The earliest date given to me was April 16 – 17. Since it was Tuesday and Wednesday, I had to ask my husband’s opinion. When I got a go signal from him, I immediately called Canyon Cove to confirm. But I kept on getting busy tones. So, I just opted to send an email to the address posted on their website. I didn’t know that their staff do not answer emails real time so, I had to call their reservations office again the following day. I asked the specialist if there are other dates available. I was offered April 15-16 which I grabbed. I got a confirmation number and marked my calendar. Surprisingly, when I checked my email address, I received a response for my previous booking request. I was given a different set of confirmation number and a different date! I immediately replied to the email asking Angela (reservation specialist) to cancel my April 16-17 reservation and gave her my confirmation number for April 15-16. I waited for days, but no response was received…not even an acknowledgement.
A week before our visit to Canyon Cove, I called their reservations office and was transferred from one person to another. They kept telling me that I was giving them a confirmation number with a missing digit. Someone even hung up on me. I was lucky to get hold of someone who is willing to help me on my fourth attempt. The confirmation number given to me was for a room reservation at Canyon woods! How did that happen? Well, that’s also my question that was never answered. I had to tell them several times that I already filed a vacation leave for April 15 and 16 and that I could no longer extend my leave so they need to do something about my room reservation… and before the day ended, I got a call from Angela asking if I want to reschedule our visit to April 14-15… thinking that I have no choice, I said YES.
April 14 came and when we got to Canyon Cove, there were a lot of guests who are trying to get a parking slot and that includes us. We were directed by the Security guard to a parking area near Canyon Cove’s kitchen. We even saw some kitchen personnel (four of them) having their break and watching guests as they enter the resort’s premises. There were many people walking around the lobby as expected. But the queuing at the check in counter was bearable.
As soon as we entered our room, I looked around trying to check if the place was safe for kids and for our belongings. And to my dismay. There was a cigarette butt on our veranda and a hotel key card holder on our TV rack from the previous guest. Towels are nowhere to found. For crying out loud, even the cheapest motels in the metro provide towels to their guests. Doors are also an issue. We requested towels at around 4pm, an hour after we checked in. At 8:45 PM we got the towels from a bell boy who after ringing our door bell, knocked on our door like a rock star. Yeah, talk about manners.
When I took a shower, the water seemed to love the flooring and took a while before it got drained. Tooth paste and tooth brushes are also not provided. Good thing, we brought our own toiletries.
Food wasn’t exemplary. Buffet is Php600/head for adults and Php300/head for kids.
I never expected this. Canyon Cove claims that they are a “premier resort” and boast their “deluxe amenities” on line. I expected more… a laudable customer service at least.