We stayed at Red Planet Davao for 2 nights. Overall, the hotel room was clean, and we appreciated how nice and accommodating the front desk staff were during check-in. The location and cleanliness made our stay comfortable.
However, we had one issue during our first night. I had a sudden gout flare-up when we arrived, and the pain became unbearable to the point that I couldn’t walk. My partner had to go down to buy medicine and dinner for us. Since only one key card was given at check-in (which is also needed to keep the room power and aircon on), he asked the front desk for another key. Unfortunately, they said only the person whose name was under the booking could request it. Even after explaining that I could not walk due to a health issue, they still required my signature first. He had to go back upstairs, get the paper signed, and then return downstairs again. In an urgent situation, this process felt very time-consuming and frustrating.
My suggestion for improvement would be to proactively offer two key cards when two guests are checking in, instead of waiting for guests to request it. Also, in urgent health-related situations, I hope the staff can show more flexibility and understanding.
Despite this experience, the room itself was clean and the staff were polite. With better handling of situations like this, the guest experience would be much better.
