Rihga Royal Laguna Guam Resort

Comentarios destacados

• oscar h

  02 julio 2016
  Una foto vale más que mil palabras

  Un nuevo amanecer en el Hilton Guam resort and spa una maravillosa experiencia que refleja este bello lugar una experiencia inigualable que invita a disfrutar y recordar este acontecimiento espero que disfruten de esta postal de fotografía

  

• LoveTravel810188

  09 febrero 2020
  I cannot believe it is named Sheraton

  It took me a while, but Ive decided that I needed to list out all the ridiculousness that weve encountered during our most recent stay at Sheraton Laguna Resort. 1. Rooms are old, closer to 2-3 star level, ridiculous. 2. Nobody picks up the phone when you press the Guest Service button on the room phone. I asked the front desk about this, and was told to press 0 instead of Guest Service. I asked why was this not mentioned to the guests, and the response was that it was written in one of the fifty lines of fine prints in the keycard holder, along with If you need in-room hi-speed internet service, please press 0 to contact our service staff The front desk staff was very stock up, by the way. 3. The TV remote battery was out. 4. In the two rooms I had, none of the clocks were set to the correct local time. One is off by 3 hours, the other by 2.5 hours. 5. One of our room was noted to be checked out on 2/7 (correct), but the other was noted 2/6. I shared my concern with Ms. Stock Up, and asked if the keycard would stop working. Ms. Stock Up reluctantly admitted that it was a mistake, but that keycard became invalid on 2/6, and had to be reset at the front desk. 6. Every evening there was bbq or dinner shows at the first floor restaurant till 8 oclock, filling the entire hotel with loud music and smell from the grill. There was no escaping it, and we had to stay away from the hotel until all is over after 8. I was told by the travel agency that none of the rooms can escape from this. 7. The washing toilet seat did not work. It was warm but no water the first night, and then stopped working all together the second night on. 8. The air condition. When the fan was set to Medium, it created a loud banging noise, most likely from the spinning blades inside the main unit. We could only leave the unit on Low no matter how hot it was. 9. Our rooms were on the Club Level for an extra fee, and the breakfast was confined to the Club Level only. However, the item selections were limited and unimpressive, and the staff was lethargic when it came to restocking the dishes or replacing the silverware. Breakfast time was till 10 am, but the staff began removing all the food by 9:50 am, all without informing the guests. 10. After finishing breakfast at 9:30 am and upon returning to the room, the housekeeping staff was already there cleaning up nonchalantly. That was something new to me. 11. The hotel claimed to have the only Starbucks on Guam, but it was not an official location. It was simply a coffee counter with a sign that says We Proudly Serve Starbucks. Nobody came to the counter even after I pressed the service ring. It took the other staffs effort to finally locate a gentleman, who lackadaisically came over and took my order. It was not professional at all, and the addition of a 10% service charge on top of the 6 dollar Mocha was simply laughable. 12. During the busy check out hour, the front desk staff decided it was the best time to train their interns. It took them 10 minutes to perform a simple task that probably would have required only 10 seconds. There was absolutely no sense of priority. Because of this ridiculously bad lodging experience, I am beginning to reconsider if we should ever visit Guam again. The outlet stores, such as Tommy Hilfiger and CK were super cheap, and Ross was a great place for bargain hunting, and we certainly did a lot of shopping. Maybe I should switch to a hotel thats not as problematic as this one.

  

• tlumjr

  16 febrero 2020
  Beautiful but slipping

  I have stayed here several times throughout the last 4 years and it has a picturesque location right on the ocean! Views are magnificent and usually always assigned a room with a gorgeous one! One of the best breakfast buffets on the island with a nice side room for small meetings and very friendly and efficient service. Only downside is service has been slipping a notch and hopefully just going through a phase. Will definitely return to this hotel though as they are always good to me.

  

• joeboxer0331

  10 julio 2020
  Not what we expected

  We came here to have a staycation expecting it to be low occupancy and it being almost an empty hotel due to no tourism, that is what we wanted. Some family time at the pool and the beach. But we weren't expecting a used floss on the floor, buffet restaurant being closed (we should have called and asked if it was open), the lake drained (took out the beautiful photo op opportunity experience), NO HOT WATER to shower my new born and 3 year old and the walls and door looking like they dont have a maintenance department at the hotel to fix things. Besides that, if you just want a place to sleep, I mean i guess. Sad to say that Sheraton has really gone down the drain. Room 950.

  

• leoguam

  10 enero 2021
  My preferred property on island!

  I recently completed two stays at the Sheraton Guam after seeing their local rate promotions. As a Titanium member, I was upgraded to a Laguna Club Suite on both stays. As occupancy for the oceanfront and bay corner suites were full, they were unable to secure an upgrade for that category but did certainly appreciate the attempt. It was quite apparent on both stays that the staff were striving to achieve a positive experience from start to finish. For example, I always have trouble with Marriott properties utilizing Marriott gift cards, but Mr. Okiis Ngemaes consistently did an excellent job of applying the remaining balance on the reservation and assisting a team member who experienced similar issues. I also acknowledge Mr. Okiis Ngemaes ability to lift and acknowledge his team members. While completing check-in on my first stay, he introduced me to the adjacent front desk agent, Ms./Mrs. Claire Pascua, who reciprocated the excellent service at check-out. Despite not being on shift during my second stay, he sent a follow up email to thank me for my patronage but also recognized Mr. Edros Olalia for assisting in applying the remaining gift card balance to my folio. In my conversations with frequent guests, they often share a similar view about Mr. Okiis Ngemaes and his teams service. The Sales department also deserve special recognition. They have probably been the most aggressive and competitive of Ken Micronesia and Guam with their promotions. I cannot remember the last time more than one local hotel promotion really impacted my spending decisions. But just on my last two stays with Sheraton, I went from spending $0 to three nights, two massages, one Thanksgiving package, and several meals/beverages. It reminds me of Vegas where you come in with $20 but spend $100. Special thanks to the following: Mr. Ken and Arnold Borgonia for satisfying my pre-arrival requests. My personal pet peeve is when I reach out to the property, get a duly noted response and then my requests are not actualized. I am happy to say that this was not the case. Mr. John Falan and Mr. Eumir Valenzuela for F&B service, such as answering questions which led me to purchase the Thanksgiving Gourmet Premium Package and assisting with a President Nippon reservation. Mr. Larry did an excellent job facilitating a seamless check-in experience on my second stay. Ms./Mrs. Elaynee Reyes and Karen Mustafa for answering questions about the local promotional rates and booking my reservations. Ms./Mrs. Charlene Galo and Joy Gokey for front office and guest services for proactively assisting with minor issues in the suite (TV remote not working and bathtub cold/hot faucets switched) in response to the courtesy email. I dont have the names of the spa therapist at the Angsana Spa since I only paid for treatment that someone else received, but they were good enough for the ladies that we returned. Finally, housekeeping who probably has the hardest job which has only been made worse due to COVID deserve the greatest recognition. My only complaint is the lack of an alternative due the lounge being closed. However, Ive heard that a $20 per person, per night F&B credit is now offered as a substitute. If thats the case (and I hope it is!), then I have no complaints. Given the age of the property, hardware is definitely aging, which is to be expected, but everything is functional. I find that there are two types management at Marriott properties, those who see their licensing/branding as a cost center and others who see it as a profit center. The fact that the Sheraton is the only Marriott property I chose to return for a second stay as a Titanium member in 2019 and 2020 is evidence of the latter. The propertys management and staff demonstrate an excellent service and work culture that emulates the professionalism of East Asia with the warmth of the Pacific. The Sheraton is currently my preferred property on island and would gladly stay here again. I hope Ken Micronesia will eventually invest in a refresh of the facilities to remain competitive in the future. PS: Sent the review to your GM and AGM but no response, hope the staff is recognized!