Hotel Casiana & Events Center

The room was great as this is so big
- we are celebriting a birthday but sadly the front desk or reservation didnt communicate properly. I send an email for a birthday cupcake then no response, when we check in i remind again the front desk, then at around 19:00 i give a call to front desk to place the cupcake before 21:00 as we are going for massage but when we come nothing then for the 4th times i have to call and remind again. (if i know that they do have lack of communication when its come to this we should buy our own cake)

-for massage better to go to other spa, the therapist is using phone while doing a massage and not even relaxing

overall the room is good and need a better cleaning as there is alot of black stain is sofa and window curtains

**Statement of Concern: Emotional Impact as a Guest**

Staying at this hotel has been deeply distressing—not just due to the operational failures, but because of how I was made to feel as a guest. I was shocked and hurt by how the General Manager, Mr. Aranha, treated me. Rather than listening with empathy and accountability, he dismissed my experience entirely. What was most painful was his attempt to shift blame onto me—making me feel responsible for the very problems I came to raise. I didn’t feel like a valued guest; I felt belittled and unheard.

Here are the unresolved concerns that left a lasting emotional imprint:

1. **Invasion of Privacy Upon Arrival**
I was assigned a room that was still occupied. Walking into that space felt humiliating—I stood there, caught in a moment of shame, thinking I had violated another guest’s privacy. It was an egregious mistake, and I was left wondering: how could hotel staff overlook something so basic?

2. **Disturbing Call at 6:30 AM**
Being awakened at 6:30 a.m. by a front desk staff asking for my full name and booking details was both jarring and unacceptable. These were clearly already documented in my guest folio and ID scan. It made me feel like my presence was in question—as if I hadn’t legitimately checked in.

3. **Neglect in an Emergency**
My niece slipped and fell in the hotel lobby, and I immediately sought help from the front desk manager, Cariza. To my dismay, she stood there passively, offering no assistance, no referral to a nurse or hotel clinic—nothing. It was as though her empathy and responsibility as a manager had vanished in that moment. I felt alone and unsupported in a time of need.

4. **Dismissive Management Response**
Despite my sincere effort to raise concerns, the General Manager was cold and controlling. He refused to let me speak to the hotel owner and instead offered a 50% reimbursement, framing my concerns as if I were just chasing compensation. It was deeply insulting. I wasn’t seeking money—I was seeking respect, accountability, and assurance that no guest would go through this again.

This experience has shaken my confidence in the hotel’s leadership. It wasn’t just poor service; it was poor treatment of a human being. I truly hope this feedback reaches someone who cares enough to make meaningful change.

Me and family stayed at Hotel Casiana last June 28-29, 2025, we booked 2 deluxe twin room via Agoda under my name Abbygail San Buenaventura. We arrived early around 1pm, rooms aren't ready yet so we waited til 2:30 w/c is ok since check in time is 3pm (stating this to point out that the room was not rushed and that they have time to sort out w/c room is ok). We were assigned to room 307 and 308, My husband and I stayed at room 308 while my Dad (senior citizen w/ highblood pressure and is a stroke patient) and my mom stayed at room 307. Room 307 has a really foul smell, I reported it minutes after we checked in that room, i called frontdesk they said they will send someone, after several minutes had past no one came so i approached the guy from house keeping and explain to him my concern, i even asked him to go inside and smell it he then told me that he will report it and have someone fix it, again we waited but no one came, so i approach the same guy again and reminded him of my concern he said that he will personally go down the front desk to report so i said ok. Around 4pm or so i called frontdesk again to report that nobody came to see the status of the room, called again around 6 (not sure how many times i called at this point). We decided to went out for dinner around 7:30, again i went to the frontdesk to personally tell them that i reported a problem in room 307 and that no one came to check. We went back around 9PM, Finally, around 10:30PM someone came to check the room but unfortunately it is already late at night and my father is already asleep ( He needs rest and we cannot wake him up due to his condition, we cannot move him around easily because it will be hard for him) so my mother refuse to let them in. After breakfast around 11am i raised my concern to the duty manager Mam Karizza, she was very understanding and told us we can check out late to compensate and she said she will send someone and even offered us if she could transfer us, i politely declined since it is near check out time, she also gave us 30% discount on our food purchase (Kudos to her for making us feel important and for being so apologetic to us about what happened).

Let me note that we had a great time staying at Hotel Casiana, the food is great, the amenities are good and the room is spacious... It is our 2nd time in this hotel (1st time is w/ a group of friends, friends also kept coming back in this hotel since we agreed that it is a nice hotel). It was very sad and disappointing that we had to experience a very unfortunate event. Not to overact but the smell is really awful, i don't know how my parents endured staying in that room (the smell even lingered to my charger w/c they borrowed, that is how bad it is). My dad (a contractor) said it has do to w/ the septic tank so to lessen the smell the let the shower run so that the drain wouldn't dry up and that if they turn the shower off the smell will be worsened.

I do not wish to be compensated or what so ever , i just wanted to inform the management about what happened and hope that they will do something to improve it so that it will not happen to other guests again. It would have been nice if the management had sent someone during my 1st to 3rd time reporting the incident then they could've transferred my parents to another room, sadly my parents just endured the smell so that our short staycation will not be ruined. What is more heartbreaking is that we were informed that the frontdesk already knew that the unit has a problem but still gave it to us. I still wanted to get a feedback about this since it is not ok for my parents to experience that, we wanted to relax that is why we booked a hotel and we expected a pleasant stay.

I hope in the future the management will have a better system and will have proper coordination w/ other departments as to what rooms they should not give to guests. Thank you

PS:
According to my friend who also stayed at the hotel a few months ago the also encountered the same problem w/ their assigned room, fortunately for them the were transferred to a different room.

Awful. Despite a newish hotel, the sit conditioning is ridiculously loud, even on the lowest setting. Doesn’t anyone test this? Also, the wifi is essentially non-existent. Then there’s the fact that you can’t get a cup of tea for breakfast. Goh, and try to check in or out in less than 20 minutes. This place looks good but really needs management to lift their gene significantly.

Disappointing Stay – Not Worth the Price

We recently stayed at Hotel Casiana & Events Center Managed by HII in Tagaytay for 3 days and we’re very disappointed with our experience.

First, the cleanliness of the room was unacceptable. There was visible dust on some areas of the room, and the chairs were dirty and clearly not well-maintained. Even the towels provided smelled bad, not fresh at all, which added to the discomfort and lack of attention to hygiene.

What made things worse was the breakfast. On the first breakfast, we tried the pandesal, and it had a strange, off-putting taste, honestly, it tasted like cockroach. We tried to brush it off, but the next day confirmed our worst fears: we found a live cockroach inside the container of square bread served at the breakfast buffet. It was absolutely disgusting and completely unacceptable for any establishment.

This is by far the worst hotel experience I’ve ever had. I hope the management seriously addresses their hygiene and food safety standards. Until then, I cannot recommend this hotel to anyone looking for a clean, safe, and enjoyable stay in Tagaytay.

We took advantage of their promo and reserved three adjacent rooms. Despite this, we did not receive any booking confirmation. When we arrived at the hotel after 3:00 PM, our rooms were still unavailable, and we were made to wait. I'm not sure what happened but all 3 rooms are non adjacent. This is our second time and we'll definitely consider not coming back.

I recently stayed at Hotel Casiana and overall had a pleasant experience. The room accommodation was definitely the highlight of my stay—clean, cozy, and very comfortable. It provided the perfect space to rest and relax after a long day. The beds were soft, and the room amenities were well-maintained.

However, the food at the hotel needs some improvement. While the variety was decent, the taste didn’t quite meet expectations. The dishes were either too salty or overly sweet, making it hard to find a well-balanced meal. Hopefully, they can work on improving the flavor and consistency of their menu.

The lobby staff were very attentive and helpful whenever assistance was needed. However, it would be even better if they could consistently practice basic hospitality gestures like smiling and offering greetings as guests enter or exit the premises. A warm and welcoming atmosphere makes a big difference.

Despite the minor setbacks, my overall stay was good. Hotel Casiana has the potential to be an excellent destination with just a few enhancements in service and food quality. I would still consider returning in the future and recommend it for travelers looking for comfortable accommodation in the area.

First, the reservations. Done my reservations directly on the hotel's soc. med. platform messenger account. It takes time for the representative to reply. Like if you sent a query on 10am, that will be replied back around 3PM. If you don't want to pay using your cc, they have payments options for online bank transfer, which I find convenient. The only downside is that it took more than a week before their accounting office can confirm your payment. But, the rep. confirmed the book reservation.

CI Time is 3:00PM. We arrived 2:30PM and the check-in process was done smoothly. One of the staff even waived the security deposit which I appreciated. I just noticed upon arrival, no staff would welcome you upon entering the hotel or even open the door for you. No assistance is being offered at least to carry luggage from parking area of the hotel.

Their elevators are quite small. Only 2 small elevators for an 11 floor bldg. Elevators doesn't even have the card security tap requirement when you go up to your rooms. So, any guests can easily access the roooms area.

Booked a family room for 3 adults with breakfast. Happy with their promo price. I thought the room will be quite a big room but it just looked like a typical deluxe room of any other hotels. It has 1 queen bed and 1 single bed with small balcony enough for 3 adults. I find the comfort room too small for a family room. When you open the CR door it will be the sink already and beside is the toilet bowl. Too cramped and the shower room is so small as well and the floor tiles is a bit slippery. No rubber mats at least to keep guests safe. The water bidet has a very strong water pressure which is so unsafe to use.

The electronic vault provided can't be used. Even you enter a lock code it still opens. The TV loses its cable connection. You have to restart it always to get a program connection. Wifi connection is too slow. You get disconnected just by making a video call. No Netflix subscription given a Family room, it should have at least that. No welcome snacks even for a family room. You only get the standard powdered coffee and lipton tea bags as a welcome drink. The electronic kettle's cord was even too short to plug. The mini fridge doesn't have anything to drink at least even if it will be charged.

Another lacking are mirrors. Like there's only one mirror on the bathroom. No Vanity mirror on the desk side or even a whole size mirror in the closet area.

There's an air purifier at least in the room. Have to call reception twice for the room service to fix the tv connection. No hair dryer provided in the CR.

Only get to check the outdoor pool area. Wasn't able to try due to the cold weather. Not sure if it's water heated. As for the breakfast buffet. Very limited courses offered. Danggit was too salty to eat. Only a chicken chipotle was added which I thought was a longganisa. Other options are just typical pork tocino and Ampalya with ground beef I think which is not to my liking. Plus two rice variands, a plane one and terriyaki rice if I remeber correctly. I was hoping for a garlic fried rice at least. The bread toaster isn't that user friendly. It's the rolling type of toaster that your bread will have to fall off at the back and have to get it in the bottom. No assistance are being offered. And the supposedly food servers are asking immediately for your plates to clean up for space. Waters are not being served. You have to get it on your own.

There's no food menu in the room if you want to use room service.

Overall, it was not really a worthwile overnight staycation for a family of 3 adults. It was our first time to experience a staycation in Hotel Casiana. I was even so excited given the ads and positive reviews in the soc. med. Sadly, didn't meet my expectations. I guess, this hotel is suited more for business trip stays but not really for a family to relax and enjoy.

No Grab transportation from Metro Manila

The staff are very helpful and friendly. I asked for needle & thread , they have it! The hotel is clean. Highly recommended.

Bang for a buck
Loved the interiors and the facilities plus the parking space. This place is good especially if you have kids. The staff are kind and courteous.

For improvements - its breakfast options probably so it will cater for everyone especiallly for kids

Great room and awesome amenities(did not try the out the spa tho). Staff are very friendly and accomodating as well! Will definitely come back for our next staycation. It is VERY windy so be prepared when swimming/jogging. Breakfast buffet lacks variety and could use a bit of improvement but otherwise tasted good.

The stay was really great and the hotel staff are very friendly and courteous. They are also very honest as o was able to retrieve my earrings that I left in the room. We also enjoyed the pool with the warm water and relaxing ambience. You also have to try their hot chocolate. It is top notch. We will definitely come back to this hotel for a staycation.

It was a comfortable stay. Hotel had a high ceiling and spacious lobby. Ballrooms available for meeting , conference , workshops and special occasion celebration . Their health spa has talented massage therapists. Their swimming pool was heated , ready for the cold windy weather. A fitness room and a kids club option was also available. Room was functional , liked my AC temperature, but particularly loved the smart Tv where I had YouTube all night. Breakfast buffet though needs improvement , the choices limited and their team had a hard time with chaos ensuing when guests came in droves for the peak hour. Location wise it is nowhere near convenience store but there was several 24 hr restaurants nearby. They had a coffee shop however . Was not able to confirm if they offer room service . Their staff from security, bell and front desk although not exhibiting charming friendliness are very polite and professional.

We recently enjoyed a wonderful honeymoon at Hotel Casiana from December 22nd to 25th. Their restaurant foods and breakfast buffet was delicious, and the hotel was very clean and pleasant. We were particularly impressed by the friendly and helpful staff, especially Karizza Llamado, who provided excellent assistance throughout our stay. We highly recommend Hotel Casiana for a relaxing and enjoyable stay, especially for couples.

Everything was perfect! From booking, staff, amenities and food. *chef’s kiss* Thank you so much Ms. Karz Llamado and all the staff for the very smooth transaction and for the warm welcome to me and my family. Looking forward to our next staycation with you guys! Celebrated our youngest birthday on 12/13/2024. Kids enjoyed the playroom and the heated pool. Our room and everything in it was all comfortable. This will definitely be our go to hotel on our next Tagaytay trip.

Perfect! From the staff, amenities and the food! *chef’s kiss* We went there on 12/13/2024 to celebrate our youngest birthday. Everything was so smooth. From booking to the day itself. Kudos to all the employees!
Specially to Ms. Karz Llamado

Front desk are friendly, Housekeeping dept is nice too.. the room is great, we booked the penthouse with fam (10pax).. pool has warm water which is nice.. we stayed for 2nights, and but the complimentary breakfast is not that good.. slow service given it’s weekends, food wasn't that good unlike the other hotels we stayed.. less choices of food, garlic rice is hard & not hot🫣 other than that we enjoy Tagaytay💖

Convenient

Close to restaurants and bice location