One of the things I loathe is poor customer service, especially when you expect much better from an established and a reputable establishment. Taal Vista Hotel staff in Tagaytay have left a bitter taste in my mouth which resulted in us having to cross the venue off our list. For the last few months our search for a suitable reception venue came down to a handful of candidates – Tagaytay Highlands, Spendido, Ville Sommet and of course Taal Vista Hotel. Taal Vista was for a while the front runner and we were 80-90% convinced that they had the best package for what we had in mind until we actually set foot on their doorstep on the 5th of May 2010. We were greeted with contempt at reception, disorganized and unwillingness to give us a proper tour of the place. While I was busy looking around the lobby I saw that Donna was starting to get annoyed due to the reception staff passing us around to other staff that weren’t interested in showing us around.
Finally our party of six which included a staff member from Getting Married (wedding planner) was handed down to the bellhop. Apparently the half million pesos that we were prepared to spend on the ballroom alone can sufficiently be handled by a bellhop. While I left the discussions between the wedding planner team & Donna, by the time we were shown the room that was included in the package, the bellhop only allowed us to stay a a few minutes before he started to usher us out of the room. He then proceeded to walk back towards reception without even the courtesy to walk with us and seemingly quite happy to see the back of us.
By the time we got back to the reception our party was visibly upset by the way the visit was handled and I can see that Donna’s blood was on the boil. I requested the contact details of the manager which was written on a piece of scrap paper, not even a business card. This hotel is passing themselves of as a premiere hotel in this region but the standard of customer service is not even close to what it should be. Now I can only speculate that we were perhaps looked down upon because we didn’t roll in to their valet in a Mercedez Benz, BMW or some other type of luxury car. So what if we weren’t draped in designer clothing and expensive jewellery. At the end of the day, we have a budget and we were prepared to spend the money at their establishment.
After this unfortunate incident I was tempted to contact their management but I had too many other things to do that needed attention. I waited until two days ago before I sent a lengthy email to Taal Vista Hotel’s Director of Sales & Marketing outlining the issue. To their credit I received a letter of apology within 24 hours which I was pleasantly surprised with, I also received an email from the Hotel manager who requested that I give permission for her to contact Kutchie (Getting Married) directly to coordinate a package in which she and the the Director of Sales & Marketing will be directly involved with. I declined. I stated that I while appreciated the efforts to resolve the issue, it was not necessary as we were in the process of finalizing the contract with Tagaytay Highlands. This gesture on their part has somewhat redeemed Taal Vista’s tattered image in our eyes.
So there you have it, a case of judging a book by its cover & loss of revenue on their part. Not to mention the bad publicity because we’ve told this story to most of the people that asked us about our visit to Tagaytay. If you choose Taal Vista as your accomodation or reception, I certainly hope you receive a far better treatment than us.