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Tuesday, April 17, 2012

A Valuable Feedback For Damires Hills Resort - (Reposted)

A few days ago, I shared a post regarding the place in my facebook account (Notes). But since it was only limited for some viewers, I thought of reposting it here again on my blog.
So here it goes:

It has been 5 months since my last trip going to the place with my family. I could say it was still more fun than a disaster, but who wants a fun with some disasters in between??...right? But providing a valuable feedback particularly for the employees and the management of the place would certainly be a challenge to accept and do something about it, both for the positive and negative feedback.

We hope that by now, there will be more improvements on the place including the management service, and facilities that need more attention for the security of the visitors.

I and my husband travel a lot, and we come to Philippines every year (my home birth) for a vacation for a much needed R &R (rest and relaxation). In the course of our travel to various places both Philippines and the US, plus some other countries we've been to, we are quite vocal about sharing our trip experiences to places we visit, whether for pleasure or business.

Okay, so here was our ordeal.

On the early morning of November 1, 2011, I tried calling Damires Hills Resort to ask if they were open on that day. I got the contact nos. from their Facebook page. As I dialled the first number, (it was a cellphone number) and after a few rings, I heard somebody was on the line, but she didn't say anything. So, I then proceeded to ask; - "Hello, good morning. Is this Damires Hills Resort?" ... it was a long pause then suddenly she hanged up the phone on me! I didn't mind about it, but actually if I dialled the wrong number, she should just simply answered back "wrong number"! So, I dialled the other number, (it was still a cellphone number) and I was answered by a guy this time. So I asked the same question to confirm if they were open and he confirmed they were open. I asked if the zip line was open that day and he said yes, zip line was open for business that day.

So, I and the group (there were 10 of us who went to the place), proceeded to the place and arrived there at around close to noon time. We got a family room that was on the second floor of the building close to the bar area and the pool. I couldn't recall the name of the room. I then asked the receptionists there (there were 2 ladies and 2 guys) if we can do the zip line but they quickly answered the zip line was NOT available because the one in charge was on a day off!!! So, who the heck did I call on the phone who confirmed me that zip line was open?? I felt so disgusted! Why? Because it was the main reason why I wanted to visit Damires Hills Resort in the firs try the zip line! So I was thinking, does the word "collaboration" exist in the management? A good business continues to thrive when all people that work in it carry good rapport in working together to achieve goals of the business. But it was not the time for me to be so upset! I thought there are still some things to enjoy about...the pool!

Here is the good part, talking about positive feedbacks! ;)...The food was superb! We love the food, and the waiter who served us did a good job! We should have gotten his name! I think we gave him a good tip though ;). The pool was clean, the ambience was awesome! The view surrounding the pool was lush and green...very nostalgic! But the "not so good ones"...those stone slabs patch beside the pool are slippery when they get wet. I slipped couple of times and I saw some did too! These are obviously dangerous for smaller kids who would become out balance and might bang their heads on the stones! Now, that would be worst if it happens and the resort would end up answering someone's dear life.

Our room has also some lights where switches are nowhere to be found! It looked a li'l bit funny, but when we asked one of the guys there to switch on the lights of our room for us, he couldn't find it too! {sigh!}

Our room has stairs that got so wet after our bath in the pool because there were no dry stair mats provided and they are so slippery to walk on to it going up and down. My husband was so unlucky to experience stepping on one slicky step on the stairs, so that he slipped on his left leg and landed on his back couple of stairs going down! He was able to grab the stair rails to protect himself from falling down to the bottom of the stairs. However, he got some scratches on his left ankle, and red streak marks on his behind (butt area). He was fine after he regained his balance but had back pains after that.

How could you imagine if someday, one person will fall down that stairs with head down and hitting it on the pavement? Those are just BIG liabilities you could NEVER ignore!

After the incident, I demanded to speak with the manager or supervisor to report about what happened but one lady told me they are not around because they are on day offs due to the holiday! I find that unreasonable because whether it is a holiday or not there should always be one on duty!

A resort business always needs to be equipped with functional, complete and secure facilities as well as a manager or a supervisor that monitors everything else under his care...that's what you call efficiency in service! It's one of the key you need if you want your business to thrive longer.

In America, all resort businesses and public attractions are highly efficient. As a frequent traveler, I've experienced being checked by a manager or a supervisor asking if I find everything okay, and would always take time to come see me every 15-30 minutes and ask what else do I need and if I am okay. Every room is provided with feedback brochures and suggestion boxes too.

I am from Janiuay and I am always proud of promoting anything that Janiuay has something to be proud of! Don't feel bad about the negative feedbacks! I know that would be helpful for your management. I and my family are still looking forward to visit you one of these days again, hopefully with better facilities and services.

Thanks for letting us visit! We are looking forward to tell you "Job well done"! in the near future :).