Guest User
January 8, 2026
This hotel was initially a nightmare. I booked 2 rooms through Trip for adults and the kids. Upon arrival, the hotel advised that one of the rooms had been cancelled and we only had one room. All my bookings were still showing in the Trip app so neither myself or Trip had cancelled anything. I contacted Trip and they were excellent and worked very hard, but unsuccessfully to get our room back...
It was absolutely peak season and the room had been given to someone else. We were able to book a room Westown 2 nights later so the kids ended up staying at the hotel and us adults, luckily were able to find another hotel for 2 nights and then moved back to Westown hotel. When this issue occurred, I felt we were treated incredibly poorly by the hotel. They made it clear... If you book through a third party booking agency, the issue is with you..not our problem... Considering most of their bookings are probably through third parties, this attitude is poor.
Once we moved back into the hotel for the remaining 3 days, the hotel facilities were good. Swimming pools were good. There was a cafe, couple of restaurants, and small gym.
Location was 10 mins on a tricycle into the centre of town and there were always tricycles available.
A shuttle was available to and from the airport.
Negatives were as follows:
- Hotel saying we cancelled one of our rooms even though we hadn't. Kids had to stay by themselves in the hotel.
- Hotel didn't care less about us because we made the booking through a 3rd party.
- Disappointing that probably 50% of the menu foods were not available in the Filipino restaurant while we were there...usual excuse of supplier issues was always given.
