The Lake Hotel Tagaytay

1.The electric sockets were not working. We still had to call maintenance to repair them. They should have checked them before we checked in. 2.The Wi-Fi is inconsistent. 3.The toilet was clogged. 4.The CR has an unpleasant smell. 5.Some areas/corridors smell like old wood. Pros: 1. Nice view 2. Hotel staff were very accommodating

I was really disappointed with this hotel because they charged me the full amount, which is not a small sum around $244 or about ₱13,000 to ₱14,000 even though I never checked in. My booking was supposed to be for January 27 around 1–2 a.m., but since it was already past midnight, the system showed it as January 28 and no longer allowed the previous date. Because of that, I booked January 28–29 instead, even though my real intention was to check in during the early morning hours of January 27. When I made the reservation, I called the receptionist to confirm, but they told me that early check-in was not possible because the standard check-in time is 2 p.m. I explained that the previous date was no longer available in the booking system. I also asked if we could just check in directly as a walk-in at that time. They told me they had available rooms. However, the online rate first showed around ₱6,000–₱8,000. When I asked them directly, they offered the room for ₱10,000. I told them it was cheaper online, so I proceeded with the online booking. After completing the booking, the total showed around ₱14,000 instead. Because of this price difference and the check-in issue, I told them to cancel the booking. We were on our way to Tagaytay at that time and had not slept, so we really needed a place to stay and rest. The receptionist told me I had to cancel the booking myself, even though they could have canceled it on their side since I booked directly through their website. They also insisted that I booked through Agoda, which is not true. I never used Agoda or any other booking app. I booked directly through their website. After a few days, I noticed that the money had already been deducted from my account. I sent them messages and an email requesting a refund, but they kept saying they could not refund the payment. I don’t understand how the hotel can justify charging a guest who did not check in and who informed them immediately after booking. I would understand if I had not notified them and simply didn’t show up, but I did inform them right away. This was a very bad experience. I have worked in the hotel industry for many years, and this service was truly disappointing. They also did not know how to properly resolve the issue or ensure guest satisfaction. At the very least, they should offer a refund or some form of compensation, because the amount they charged is not small.

2nd time staying with lake hotel.. got to experience a room w/ lake view and it was fantanstic! checkin was smooth and fast donna very helpful and accommodating.. there r monkeys in our balcony the next mornig suggest to put signage bout the monkeys as they might steal imp things from guest but they r cute the room we stayed was from one of their old rooms our first time is from the renovated but not lake view kudos to ur team