Dusit Thani Mactan Cebu Resort

“Dusit Thani Mactan Cebu Review - Sanshaine”

From the moment we arrived at Dusit Thani Mactan Cebu, we felt genuinely welcomed. The resort is beautiful, peaceful, and the perfect place to relax, but what made our stay truly unforgettable was the people. A special thank you to Sanshaine, Wyn, and Arzhel at the Club Lounge. You didn't just pro… more

From the moment we arrived at Dusit Thani Mactan Cebu, we felt genuinely welcomed. The resort is beautiful, peaceful, and the perfect place to relax, but what made our stay truly unforgettable was the people. A special thank you to Sanshaine, Wyn, and Arzhel at the Club Lounge. You didn't just provide excellent service—you made us feel at home. Every visit to the lounge was something we looked forward to because of your warm smiles, friendly conversations, and thoughtful attention to every little detail. You always made sure we were comfortable, and your kindness never went unnoticed. It's rare to meet people who leave such a lasting impression during a vacation, and the three of you certainly did. Thank you for making our stay feel so personal and special. We left with wonderful memories and can't wait to return—not just for the beautiful resort, but also for the incredible hospitality you showed us. Until next time, Dusit Thani Mactan Cebu!

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“Great experience want to comeback”

The establishment is fascinating with well served emplyoees. The girl in white attire as far as I remembered she is Keisha she was very friendly and welcoming. So far my experience in dusit was very good and hope to visit again soon.

“Pool Party”

Great Pool Bubble Party and staff dancing today. Fritch gave us a heads up. Great weather, great pool, good staff.

“VIP Club Lounge Experience – Excellent Staff, but Service Recovery Needs Significant Improvement”

I would first like to sincerely commend Wyn and Arzhel, who were by far the standout team members assigned to the VIP Club Lounge during our stay. They were courteous, professional, and immediately apologized for the situation despite it being beyond their control. They are truly an asset to the ho… more

I would first like to sincerely commend Wyn and Arzhel, who were by far the standout team members assigned to the VIP Club Lounge during our stay. They were courteous, professional, and immediately apologized for the situation despite it being beyond their control. They are truly an asset to the hotel. Unfortunately, our experience at the VIP Club Lounge was disappointing. We placed our food and beverage orders well in advance, fully understanding that the Club Lounge was temporarily closed and that service was being handled through the Lobby Bar. However, it still took over an hour for our order to arrive. Even after several follow-ups with Shashaine and Erika, whose responses were simply “Okay,” our order still arrived incorrect. The hotel should have anticipated the number of guests with VIP Club Lounge access and prepared accordingly. Since the lounge was closed and all Club Lounge services were consolidated into the Lobby Bar, management should have expected a higher volume of orders and ensured adequate staffing, supplies, and operational planning to handle the increased demand efficiently. What was most disappointing was the lack of proactive service recovery. While guests were visibly waiting for extended periods, no one offered simple refreshments that required no kitchen preparation—such as bottled water, soft drinks, juice, peanuts, chips, or even a glass of water—to make the wait more comfortable. Small gestures like these can make a significant difference in the overall guest experience. After numerous follow-ups, I eventually had to approach the bar myself just to ask for an update. I even offered to collect our order from the kitchen myself if the team was understaffed, simply to help move things along. If the hotel is temporarily accommodating all VIP Club Lounge guests in the Lobby Bar, then staffing levels should be adjusted accordingly, especially on weekends when occupancy is high. Guests should not have to wait over an hour because the operation lacks sufficient personnel, glassware, or utensils. One staff member even mentioned that part of the delay was due to running out of glasses, which is something that should have been anticipated and managed before service began. I also noticed a stark contrast in leadership and service recovery compared to our experience at the Sunset Bar. During a busy lunch service, we had an issue with the fried chicken. Don, together with Kris, Marjorie, and Gel, immediately acknowledged the concern, apologized sincerely, and, more importantly, returned with a solution. That is what exceptional hospitality looks like. At the VIP Club Lounge, however, we repeatedly heard apologies but saw very little effort to resolve the situation. An apology is appreciated, but hospitality is ultimately measured by how problems are addressed. If guests are expected to wait an hour for food and drinks, the team should take the initiative to offer readily available refreshments, provide regular updates, or find practical ways to make the wait more comfortable. These are simple actions that do not require kitchen preparation and should come naturally to a well-trained hospitality team. This experience highlights an opportunity for better leadership, stronger service recovery, and more proactive staff training. Employees should be empowered to think beyond simply apologizing and instead focus on providing immediate solutions that leave guests feeling valued. Likewise, management should ensure that operational planning matches guest demand so that service standards remain consistent, even when temporary changes—such as the closure of the Club Lounge—are in place. I genuinely hope this feedback is received constructively, as Dusit Thani Mactan remains one of our preferred hotels. With better planning, adequate staffing, and a stronger focus on service recovery, I believe the VIP Club Lounge can deliver the premium experience that guests rightfully expect.

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