Sunday Hevea Hotel and Resort

Grace Joy Lapizar·20 Apr 2025

4

On 17 April 2025, we arrived at Hevea Resort, Pampanga, at 5pm for check-in as we had booked 2 rooms from Agoda days ago.. Upon arrival, we noticed more than 10 guests were waiting to be checked in. We realised from the hotel staff that the hotel had received more confirmations, hence the hotel was overbooked. There were guests who informed us that they had been waiting there for more than 4 hours without being given any alternative solutions. We also witnessed that there were some Philippine police officers in the lobby, as some guests reported that their money had been stolen from their rooms. A couple complained that their room's AC was not cool and demanded that their rooms be changed, but naturally, it cannot be accommodated as the hotel already faces a room shortage. After understanding from the front desk staff, we realised that these overbooking problems have been ongoing for more than 3 months, and it was clear that the issues have been left unresolved. Poor coordination between their various online booking platforms and their actual room availability.. This overbooking problem caused many guests a lot of stress and inconvenience, which doesn't align well with the hotel's reputation. Throughout the entire saga, I notice the extreme patience from the front desk staff, particularly the General Manager, Mr. Aries D. Angeles, who was personally there to either arrange a refund for the customers or find an alternative hotel nearby to accommodate all the guests. However, we can understand that it is not easy to consider that it was a super long holiday. Nevertheless, Mr Aries managed to arrange an alternative hotel nearby, and he personally escorted us and checked us into our rooms at almost 0730pm. Honestly, by then, we were totally exhausted. This entire episode was most disappointing; however, we did manage to find a positive friendship with Mr Aries. We were allowed to go back to the Hevea Hotel to have our buffet breakfast, because of the alternative hotel were staying offered us a simple meal. On our last day, Mr. Aries even took the time to personally send us off as we headed back to Manila. His efforts left a lasting impression. The real takeaway to me as a guest is that it left me wondering where the owner and senior management were during this challenging period. Are they unaware of these problems that the local staff face daily? This bunch of dedicated Filipino staff deserves better treatment...one can imagine them having to face unhappy and at times violent guests who use abusive and unkind words on them. I sincerely hope the management will address the overbooking issue promptly, and that the higher management or owner will step in to properly support the hardworking staff who continue to serve guests with patience and professionalism despite such difficult circumstances. The photos provided below were taken yesterday before we went out. Around 10am in the morning.

Guiller Capon·06 Jan 2025

5

I recently had the pleasure of staying at Sunday Hevea Hotel and Resort, and I couldn’t be more impressed with the entire experience! From the moment I arrived, the staff made me feel welcome and at home. The check-in process was seamless, and I was upgraded to a beautiful room with a stunning view. The room itself was immaculate, spacious, modern, and incredibly comfortable. The bed was heavenly, ensuring a restful night’s sleep. I also appreciated the thoughtful amenities, such as the high-quality toiletries and the fully stocked minibar. The housekeeping team did an excellent job keeping everything tidy throughout my stay. The hotel’s facilities were fantastic, especially the food, pool, and ambiance. I enjoyed the coffee and tea set, the minibar amenities, and had a delicious breakfast at the hotel’s restaurant, where the service was top-notch. The breakfast spread each morning was also impressive, with a wide variety of fresh and tasty options. What truly stood out, however, was the exceptional service. The staff went above and beyond to ensure that every detail was taken care of. Whether it was recommending local attractions or providing a late check-out, their attention to detail was greatly appreciated. I can recommend Sunday Hevea Hotel and Resort enough for anyone visiting the area. It was an unforgettable experience, and I will definitely be back!