We looked into what transpired during this guest's stay. We discovered that the reason for the two-star review was that the guest was upset that they had to pay a little late check-out charge. Furthermore, we have provided the guests with complimentary services such as free early check-in. However, we were unable to waive the late check out fee.

Hi, We are unable to understand what made you give us a very low score without leaving a few lines.

Thank you so much Joshua for your recommendation of APEXOTEL. All our luxury apartments have one of Cebu’s most fast and reliable internet speed and connection, utilizing fibre optics. We also have parking spaces available to our guests who bring their own cars. We are looking forward to your next visit and be home away from home at APEXOTEL.

Dear Guest, Thank you for your positive review of the comfortable quality of our luxury apartments and its safe and secure location. Please note that the cleaning fees are not collected by Expedia upon reservation. This is paid upon check-in by our guests. This is transparently written on the booking terms and conditions. Padgett Place Deluxe Suites are luxury serviced apartments, hence there is a one-time cleaning fee collected owing to the spaciousness of our apartments and the excellent quality of the furnishings. Moreover, daily cleaning, if required, is complimentary. Best regards.

Hi Sally, Thank you for staying at Padgett Place Deluxe Suites by APEXOTEL and we are looking forward to welcoming you soon.

Dear Lhen, Thank you so much for giving us a perfect score and for your heartwarming review of your most recent stay with Padgett Place Deluxe Suites. We are looking forward to welcoming your family and you again your next visit. Welcome and best regards!

Hi, We are unable to understand what made you give us a very low score without leaving a few lines.

Dear Guest, Thank you for your feedback. Regarding the size of the single beds that are furnished in the 2nd bedroom, these are normal sizes. We invite you to use the master bedroom which has very large beds. On the towel change, please note that we have ample supplies of the towels and yes we do change every other day but if you require more towels for a 1 or 2-night stay, we will be glad to provide more, please kindly inform us. We also encourage our guests and residents to be a partner in environmental conservation and responsible consumption. Finally, we wish to welcome you back at The Padgett Place Cebu - Luxury Suites & Serviced Apartments.

Dear Guest, Thank you for your feedback. We provide towels according to your length of stay. The extra charges are the one-time cleaning fee and utilities, which are specified in the booking terms and conditions.

Dear Guest, Thank you for your review. The taxes are set by the government. Moreover, the one-time cleaning fee is actually very affordable considering that our luxury apartments are very spacious PLUS you get daily cleaning service for FREE. We hope to welcome you back!

Dear Guest, We would like to know more about your feedbacks. Best regards,

Dear Guest, We apologize for the miscommunication about your check in and check out times as we take them from what you have previously communicated and it was unfortunate that that were last minute changes due to changes in your flights. Regarding the one-time cleaning fee, please note that this is very affordable considering the very big size of the luxury apartment that you stayed. However, it included FREE daily cleaning. All consumables are replenished upon guest request. Best regards,

Dear Guest, We apologize that our card terminal (POS) was not functioning when you checked in. If you said you did not have enough cash, we can always wait for you to pay the next day. Regarding the one-time cleaning fee, please note that this is very affordable considering the very big size of the luxury apartment that you stayed. Also as standard in the hotel industry, the safety deposit is a refundable amount, which we refunded to you in full. We are glad to serve our guests as we offer fully serviced luxury apartments. All the above info are accurately enumerated on our lisitngs. Thank you. Best regards,

We disagree that the cleaning fee is expensive because it is a one time fee and we offer free daily room cleaning. The cleaning fee covers all occupants for our luxury apartment which has a maximum occupancy of 8 people. Regarding the windows that cannot be closed, they can all be closed. It could have been nice if you informed us about the window that could not be closed so we could help you. Lastly, there are chickens all over the city and all over the Philippines. There is nothing much we can do about the chickens' crowing in the morning during their crowing time. Thank you for your review!

Dear Guest, We disagree with your review. The luxury apartment was not ready when you arrived early at the reception. You may like to note that our check in time is at 2:00 PM. On the date of departure, the check-out is 11:00 AM to allow us time to complete service for new guests & occupants. Alternatively, we can offer guaranteed early check-in or late check-out or both, upon request & subject to availability at additional charges. Our receptionist is highly trained, courteous and polite and has knowledge of your reservation. Our housekeeping colleagues are also highly trained and never have we received a single complaint regarding the cleanliness of our luxury apartments, which are maintained to its highest quality, on a daily basis. If in fact the room is not clean and the sewage and kitchen smelled, you should have complained straight away and we can give you another room or an upgrade to address this issue (if indeed it is true) rather than wait until after you check out to communicate this issue to us. Regarding the one-time cleaning fee, we offer luxury serviced apartments and therefore the one-time cleaning fee must be paid upon check-in as this is not paid with your booking reservation. As explained, we are very understanding and if you cannot pay the one-time cleaning fee and security deposit upon check-in, you can always do so the following day but definitely not at check out.

Dear Guest, We would like to know more about your feedbacks. Best regards,

Hi Ian, Thank you for giving us a perfect score and for your review. Owing to the type of accommodation we offer, which are serviced luxury apartments that can cater to families and groups with apartment sizes ranging from 60 square metres and above, we require that our guests pay a one-time cleaning fee and utilities. The rates for these are very reasonable considering the apartment size and maximum occupancy allowed, the luxury in-room amenities that our guests enjoy, the free daily housekeeping service we provide our guests, among others. Please note that if cleaning fee is divided by the number of nights' stay and the number of occupants, the resulting amount is marginal. The daily rate for utilities meanwhile are very reasonable as the maximum amount is only 299 pesos. All these additional costs are clearly stated on the hotel policy. We invite our guests and prospective guests to read them in our listing. We have asked Expedia group to include this in the final payment but since these are extra charges, these will have to be paid for upon check-in. We hope that in the future these can be included in the payment together with the booking reservation. Thank you, Ian, for your suggestion and we are looking forward to welcoming you again in the near future.

We disagree with your judgement as the star rating is given by Expedia and not by us. We are a 4-star luxury property offering premium serviced homes with full in-room amenities. In fact, we are one of the few accommodations in Cebu that has offer spacious and airy luxury homes that are 60 square metres and larger. We disagree with your observation that we used misleading photos, which is not the case. Regarding your airport transfer, you may like to note that we do not arrange for our luxury airport transfers unless this is guaranteed by your credit card details, which was not the case. We sent several messages to you to confirm the arrangement but you did not reply. Regarding the utility fees and towel fees, yes we charge this to encourage our guests to support environmental conservation but we always provide ample towels for the entire duration of the stay. We separated this from the room rates to be more transparent on our rates. Regarding the hot water, we have sent you a confirmation that details all information which include the location of the hot water valve and we also gave you an orientation upon check in. Moreover, the people in the reception are not the property managers. We gave you our contact details via message and in person and these are prominently displayed inside the home as well as outside. Therefore, we do not understand why you approached the wrong people. Yes, we confirm that it is part of our standard operating procedure to check the homes during check out to ensure that there are no damages on the luxury homes and this is part of the house rules.

Dear Guest, We would like to know more about your feedbacks. Best regards,

Hi Morten, Thank you for staying at our luxury serviced homes. As we offer only premium serviced apartments, we confirm that utilities are exclusive of the room rates. We believe that they are not much more expensive than the room rates. They are in fact very reasonable considering the spaciousness of the apartment where you stayed.

Hi, Our cleaning fees are standard, which are calculated per stay, which means there is only a one-time cleaning fee but the benefit is a daily cleaning. We offer only the best luxury serviced apartments in town. You get the best deal on this but it comes with a one-time cleaning fee, which is a very reasonable and fair amount. We only seek to be transparent in our fees and these are all contained in the policy section.

Hi, There are no hidden costs as our policies are clearly stated in our all our listings. We offer the best premier luxury homes in Cebu and the accommodation you received from us are serviced apartments. Regarding the nose, it would have been nice that you informed us straightaway because excessive noise not allowed in our condotel. If you have raised this issue, we could have given you another luxury apartment straightaway. Our guests love the fact that our luxury apartments offer utmost privacy and quietness. Indeed, you are in an "green enclave" giving you serenity but still very much in the central business district.

Hi, That is right, we are not a hotel but luxury serviced apartments as what our listing indicates. The cleaning fee is a separate fee. Per Expedia guidelines, this amount needs to be paid by our guests upon check-in and not during the time of the booking is made.

Hi, We have a restaurant in the condotel and many more located in the vicinity, including shops - the biggest of which is Ayala and Cebu Business Park, which are located five minutes by foot from us. We only offer a serviced luxury homes, which include spacious and airy apartments, fully-packed in-room amenities, daily cleaning, among others. We love our guests and intend to give them only the best apartments and best services. In fact, we are a four-star accommodation. Our cleaning fee is a standard one-time fee for all bookings.

It was a pleasure to host you! Thank you very much for staying at our luxury serviced home apartments. We are looking forward to welcoming you again in the near future!

Thank you very much for staying with us. It was a pleasure to have you at one of our luxury serviced home apartments. We are excited to welcome you once more in the near future. Best wishes!

Dear Guest, Thank you very much for the perfect review of your most recent stay at one of our luxury serviced home apartments. We are excited to welcome you once more in the near future. Best wishes and have a nice day!

Hi, Our serviced luxury homes offer the best in-room amenities and we provide enough towels, toiletries and supplies to cover the entire duration of out guests' stay. However if you need extra than the normal amount of supplies, then it will incur additional charges. We disagree with your observation as we always offer free daily cleaning of the rooms. We consistently strive to be of service to all our guests all the time. We checked our records and it says that you did in fact received free daily cleaning from our housekeepers. Regarding the hot water, we have sent you the description of our fully-packed in-room amenities via message and in person and there is also a manual in the luxury homes. Moreover, all our contact details are prominently displayed inside and outside the apartments to ensure you know whom to contact in case you need assistance. The people at the reception knows this too. We regret that you cannot get your money back because you got one of the best accommodations and best services from us.

Thank you for your review. As far as communication is concerned, we always send our guests the house rules and policies beforehand. As per listing, our luxury apartments are advertised as homes, not hotel rooms. We even showed you your accommodation which is far off from a compact normal hotel room. We have full amenities for our luxury apartments. Taking all these into account, we therefore ask for cleaning fee and utilities to be covered by you as specified on our property listing. In the end, it was your decision to lose the reservation and not stay with us. We work very hard to give our guest a pleasant stay and make them feel always at home.

Guests did not inform of their arrival time. We sent the guests a couple of messages & reminders asking for their arrival time but they did not respond at all. Our hotel policy states that guests must inform of their check-in time in advance to ensure smooth, easy & express check-in procedures. Because they arrived very late, their reservation was marked as "NO SHOW." Please note that we are always at the property & we are always open. The front desk is open 24 hours every day to assist with guests. Their room was ready & available from the check-in time & we were looking forward to welcoming them. However, when they finally showed up in the lobby, guest refused to pay the refundable safety deposit & cleaning fee, which are both clearly stated in our hotel policy. Therefore, we recommend that in the future, guest must communicate with the hotel regarding their arrival time & guest must read the hotel policy regarding the cleaning fee & refundable safety deposit. Thank you.

Your assessment of our service/management is unfair. The cable rewiring was completely beyond our control. We apologized & remedied it by providing you a refund but we cannot give a refund worth 1 or 2 nights’ of your stay as the cable service costs USD 10 per month. If you give your guests a refund like that at you property, that is up to you. However, we expect you to respect our house rules/policies. Aside from the refund that you got from us, we have given you FREE cleaning service & change of linens as a gesture of goodwill to make up the inconvenience of not having cable for few days. The apartment & condo has many amenities to choose from aside from the cable alone & as you mentioned we have many nearby attractions! On your 2nd point, you must read our listing that indicates a fairly affordable cleaning fee considering the property’s size. The cleaning of an apartment of such size requires more than 2 staff that we compensate well to return them into its mint condition before the next guest arrives. It is unfair to make inaccurate comparisons with other properties that are not even similar to ours in terms of size, amenities & star ratings. On you 3rd point regarding the utilities: As a long-staying guest & as a property owner yourself, we expected you to understand that this is the standard, since what you got from us is a spacious 80 sqm apartment with full amenities & not a compact hotel room. We invite guests to contribute in energy conservation/saving the environment by turning off electricity & water when not in use. The standard utility rates are very fair too. We cannot understand how you say the checkout was problematic. In fact, we even waited & gave you FREE late checkout. We communicated to you beforehand that the metre readings take maximum 10 min by authorised staff. We do not make up the numbers ourselves, as we are honest

We waited for your girlfriend to come back to pay for the safety deposit & cleaning fee, both of which are required for check-in but she did not. We disagree with your review that we treated her poorly. We love our guests.

To our dear valued guests, Thank you so much for giving us this fantastic review. We truly appreciate it! It is heart-warming to know that you have enjoyed your most recent stay with us. This has greatly inspired us to continually do our best to make our guests always feel welcomed and relaxed at home. We are certainly looking forward to welcoming your family and you on your next visit, not as guests but as RESIDENTS. We are here at your service. Please feel free to contact us anytime. We wish you a nice day and happy holidays. Best wishes!

Dear Sir Roger, Thank you for your fantastic review. It is was our pleasure welcoming your family and you at one of our properties. We are looking forward to welcoming you again in the near future. In the meantime, we wish you a nice day ahead and take care!