06/07/2024
This is in response to the feedback provided by walk-in customers Mayen Batobato and her relative Irish Batobato, who rated our resort Pebble Beach Resort, Santander, Cebu as “Poor” and “Does Not Recommend”.
In a hospitality industry, like other industries, customer is always right but we also have to address the behavior exhibited by all guests including Day/beach users. A group of 31 individuals came to the resort on July 1 at around 2pm (for day use at the beach). According to one of the guests, they came from Badian. It is our SOP that for beach users, they are advised of the "no shower" rule because of the scarcity of water in town. The water is enough for the in-house guests. The main issue was "No Shower/Banlaw". But there was such big misunderstanding because the lady who was told of the "No Shower", might not be able to relay it to the other members. Arguments ensued on this main issue.
This behavior, which was disruptive and disrespectful towards the tranquility of the resort, is not in line with the standards of conduct expected from visitors. Their actions, including throwing of empty wine and soda bottles at the resort premises were captured by our CCTV footage, serving as evidence of their unruly conduct.
We had been experiencing irate guests, but their behavior is not in line with the standards of conduct expected from visitors. From 2 ladies who complaint, it became more and more, more men were approaching the owner as if they were ready to attack.
The CCTV footage would tell it all. There was a male member who declared that he is a policeman in Moalboal. Their actions, including throwing of empty wine and beverage bottles on the premises, sends a message of their behavior which disrupted the tranquility of the resort that peaceful afternoon.
It is imperative to emphasize that while feedback and constructive criticism are valuable, they must be communicated in a respectful and courteous manner. Disruptive behavior, such as being intoxicated and using disrespectful language, not only violates the resort's policies but also compromises the overall guest experience for others visiting the establishment.
In addressing this matter comprehensively, the resort aims to uphold a safe, respectful and welcoming environment for all in house guests, prioritizing the well-being and enjoyment of every individual while maintaining the integrity of the resort's operations.
Moalboal Pulis
Philippine National Police
Dilg Region VII
Department of Tourism - Philippines
Cebu White Sands Resort and Spa
