Shangri-La's Mactan Resort & Spa

Our room had an ocean view that was lovely, and the food at all the restaurants was very good. We liked the view and the quiet atmosphere of the Ocean Club Lounge best. Breakfast and happy hour were fantastic, and the staff friendly and attentive. I took a snorkeling lesson from Alan, who was very patient with me and ensured I safely learned how to use the equipment. Alan was also the leader for the snorkeling activity that afternoon, and he made sure that I saw all the things of interest in the marine sanctuary. It was one of the highlights of my stay and a great memory I will have forever. I also enjoyed the view from the Ocean Wing pool and spent a lot of time relaxing there. The tourist desk staff arranged a day tour of Bohol for us that was excellent. We used the laundry service and were extremely satisfied with how our clothes were cleaned. We met several people from other countries and enjoyed talking with them.

More designated smoking areas would be nice, but I understand the reasons for not having many.

I appreciated the attentiveness of your staff, especially Nelues at the Ocean Wing pool and Ruel, the housemaid in the Ocean Lounge section. They exceeded my expectations. Loved Anton too. The lounge breakfast was excellent as well as the evening meal. Great food, great view. I also appreciated the adult only pool and evening lounge use. This exclusivity was a major reason why I upgraded to the Ocean Lounge. If not for the reservation process (see below) I would stay here again and again. Compliments to your staff!!!

There were several instances of kids running up and down the hallways. I realize you cannot patrol the hotel but I wanted to bring this to your attention. I was guaranteed an ocean view but I mostly saw a wall and buildings across the way. Not ideal and certainly not what I paid for. Finally and most importantly, I booked a Panorama Ocean View room in August 2019 with access to the Ocean Club Lounge per booking.com's confirmation. This room was more expensive than the Ocean Club room but guaranteed me a beautiful view and Lounge access. In October, Ocean Club access was no longer a part of my Panorama room booking, ie your hotel did not honor what I originally booked. The only alternative was to move to the Ocean club floor. However, I was charged MORE even though the room price was lower (Ocean Club room price was lower than the Panorama room price). Your hotel would not refund me the difference in price which is unethical. After many, many calls (total time exceeded 4 hours) to booking.com, they, not your hotel, agreed to refund me the difference. Because of this issue, I will never recommend this hotel to anyone.

The beach, the Pool, the game zone, the staff are so helpful.

Fair price for everybody l