My friends and I always booked Prism Hotel whenever we have get together or special events to attend to in Pampanga. Last June 30, again, we booked their 3 (for 8pax) bedroom suite through Agoda for get together. After having our dinner at Frienship Road, we went back to the hotel to continue our bonding when suddenly we heard a gush of water coming from the pipe in the sink of the kitchen. The water went all the way the living room and one of the bedroom. So, the staff decided to transfer us to another 3-bedroom suite. We were okay at the new room (since it's the same room category as the one we booked). After being transferred for about 10mins, the power on that room turned off. The maintenance fixed the circuit breaker and so electricity was backed again. Since, we felt that there was something wrong in the room, we went to the Front Desk to request if they can transfer us to other room/s with almost the same amenities of that the room that we booked. They offered us 2 rooms. The 2 rooms were okay with incomplete facilities and of the lower price (combined)as that of the room initially booked. Since, the purpose of staying is for us to bond, we decided to stay at the 2nd room, but again, the power turned off again. We even heard their Maintenance staff said that "sira talaga room na yan mula nung ginawang power card". Because of that, we went back to the Front Desk and requested that if they will transfer us to lower room category, they should at lease refund us of the difference in the rate. We got more irritated because their FO (Angelica) insisted that they cannot do refund since the room she's offering us is almost the same rate as that of what we booked. We asked where did she based her rates, she showed us another room rates that she got from the other office. (Pictures shown: Pink Room Rates is the one available at their counter and Green Room Rates is the one that she got from the other office). She's insisting that she cannot do refund. We were asking for a Supervisor or Manager but she mentioned that they do not have one but one of HK staff called her in the other room to talked to someone on the cellphone. For us to take a rest already, we insisted to give us 2 studio room and 1 studio executive which is almost the same rate as that of the room that we booked. We were able to go inside the room at around 1230pm, after more than one hour talking to them.
Worst experience and handling of the situation. We understand that the incident happened at the 1st room was no one's fault. But we were so disappointed on how they handled it.
1. No one from the staff express an apology on the incident.
2. They transfered us to another room (2nd room) which they knew was not working well. Add it up, the bathroom was not clean when we transferred.
3. We booked their highest room category. But what they are offering us initially does not even compensate our initial booking.
4. When we were requesting for a refund, she got the green room rates which was not being used for booking. We saw a walk in guest booked earlier with the rates stated in the pink form.
5. Angelica was more concerned on her system and how to do adjustments more than us being transffered ASAP. We talked to her for more than 1 hr.
6. No one assisted us during our transfer. They just told us the room.
7. The staff (Angelica and HK staff) looks so irrirated that we are complaining. No one showed empathy that at 10am we were not even sure which room we are going to rest.
Staff should shows empathy to the guests.
