After more than 30 years of travelling, our stay at Lafayette Luxury Suites in Baguio ranks among our most frustrating hotel experiences. The problems involved check-in communication, an incorrect room assignment and a disputed ₱2,000 linen charge.
Check-in and room assignment
We arrived approximately one hour before check-in. It was reasonable that the room was not yet available, but staff said they would call when it was ready and did not do so. At check-in, I reiterated the room preference for which we had paid an additional charge. We were nevertheless assigned a lower-category room facing the main road, with traffic noise and fumes entering the room.
Because both of us have asthma, we requested a move. A later shift initially said that changing rooms would cost extra, before it became clear that the first room was below the category we had purchased.
Service during the move
When the correct room was finally arranged, I asked for the new keys to be brought upstairs. The initial response was that we needed to vacate the room and return the old keys to reception first. After I pressed the issue, staff delivered the keys.
The disputed checkout charge
At checkout, the hotel added ₱2,000 for an alleged makeup stain on the comforter. My husband disputed it because I do not wear makeup. We were not satisfied that the basis for the charge was established or fairly explained.
Verdict
The incorrect room assignment, repeated resistance to basic service recovery and unresolved linen charge outweighed the hotel’s luxury positioning. Based on our stay, I cannot recommend it.