FAQs

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Yes, absolutely! You can easily book a stay on behalf of another guest using your credit card.

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Yes, you can! If the reservation was made under another person's name, you can still check in smoothly by presenting a few standard verification documents at the front desk.
Otherwise
No, only the person whose name is explicitly stated on the booking confirmation is permitted to check in.
To ensure the safety and security of all our guests, our front desk team strictly enforces this verification policy.

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No, you only need to provide the primary guest's name to secure the booking.

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At CITI Hotel Hilongos, we offer flexible booking options to make your planning as easy as possible. You can choose the method that works best for you:
Online Booking: Your bank information is necessary to validate your online reservation. However, the indicated sum will be debited by the hotel only at the end of your stay. Our online reservation system ensures complete security for every transaction.
Alternative Payments: We happily accept local bank transfers, GCash, or Maya.
Pay at Hotel: For certain standard rates, you can reserve your room now and pay directly at the front desk upon arrival via cash or card.

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Our standard room rates vary depending on the room type and your dates of stay, typically starting around 3,100 PHP to 3,650 PHP per night. However, we always recommend booking directly with us to get the absolute best value! You can currently take advantage of our exclusive website offers: Extended Stay Discount: Enjoy 20% off our regular rates when you stay four consecutive nights (weekdays or weekends).
Please CHECK online the availability.

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Once your booking is confirmed, you will automatically receive an official booking confirmation voucher via the email address you provided during registration.To ensure your stay is fully secured, please check for the following:
Email Confirmation: Look for an email from CITI Hotel Hilongos containing your unique booking reference number and stay details (remember to check your Spam or Junk folder just in case).
Payment Status: Ensure that your deposit or full payment (via credit card, GCash, or bank transfer) went through successfully.
Didn't receive your confirmation email?
If it has been more than 24 hours and you haven't received your voucher, or if you made your booking directly over the phone, our team is happy to double-check the system for you.

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No, there is no need to print your reservation!
At CITI Hotel Hilongos, we support eco-friendly travel and keep your check-in process completely digital. When you arrive at our front desk, you simply need to show:A digital copy of your booking confirmation voucher on your smartphone or tablet.
Your valid government-issued ID (matching the name on the reservation).
As long as the name on your ID matches the name in our hotel booking system, our front desk team will locate your reservation instantly.

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All transactions at CITI Hotel Hilongos are processed in Philippine Pesos (PHP). If you are traveling from abroad or using an international credit card, please keep the following in mind for a smooth payment experience:
Current Exchange Rates: Your bank or credit card provider will automatically convert the amount from your local currency into Philippine Pesos based on their standard daily exchange rates.
Foreign Transaction Fees: International card issuers may apply a small currency conversion or foreign transaction fee. We recommend checking with your bank prior to your trip to avoid any surprises.
Seamless Financial Comfort: To ensure a seamless stay, our reception team offers private currency exchange services. We gladly convert major global currencies, including US Dollars and Euros, into Philippine Pesos (PHP) at your convenience.

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Booking cancellations MUST be done at least 1 day before the scheduled check in date. For any cancellations of bookings within the same day of the scheduled check in time, the total payment made is deemed forfeited. Multi-night bookings cancelled within 2 days before your scheduled check in time will also be deemed forfeited. (I.E: If your check in date is on the 2th of July, Guest may cancel up till the 1st of July to obtain the credit shell minus Cancellation Fee. Cancellation made on the 2nd of July, Guests payment will be fully forfeited.) In the event of cancellation of bookings (at least 1 day before the check in date), a credit shell amount equivalent to the value of the booking minus the cancellation fee will be credited into the guest's registered account for future bookings. If the total payment made is less than the cancellation fee, there will be no credit shell given and the whole payment will be deemed forfeited. The amount in credit shell is not exchangeable for cash. The credit shell amount must be used within six (6) months from the date of cancellation, or will be deemed forfeited without further notifications. The credit shell amount is currency-specific and is not valid for bookings for Hotels operating with other currencies. The credit shell amount is not transferable to other accounts. The credit shell amount cannot be used for payments of deposits and all other non-room related transactions at the Hotel.

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The process for cancelling your reservation depends on how you originally booked your stay:
For Direct Bookings (via Facebook, Phone, or Website: Simply reach out to our reservation team directly or by email, using this link: [email protected]. Please have your full name, stay dates, and booking reference number ready so we can process your request according to the cancellation policy listed on your voucher.
For Third-Party Bookings (Agoda, Booking.com, Expedia, emergingtravel, etc.): You will need to log into the specific app or website where you made the reservation and cancel it through your account dashboard.
Our hotel staff cannot manually cancel or refund bookings made through these external platforms.

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Whether a refund can be issued depends on the type of rate you booked and the timing of your cancellation request:
Flexible Bookings: If your reservation qualifies for free cancellation and you cancel within the allowed timeframe (prior to your cancellation deadline), any advance payment will be fully or partially refunded according to your voucher terms.
Non-Refundable & Promo Rates: Heavily discounted offers, special packages (such as our 4-night extended stay discount), and peak-season bookings are strictly non-refundable.
Third-Party Bookings: For reservations made through platforms like Agoda, Booking.com, or Expedia, all refund requests must be handled directly through that specific platform's customer support.
The hotel cannot issue direct refunds for external bookings.

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No, there is no minimum night requirement for standard stays! You are more than welcome to book a room at CITI Hotel Hilongos for just a single night.
However, we highly recommend extending your visit to get the absolute best value out of your trip to Leyte:
Our Extended Stay Discount: While you can stay for just one night, booking four consecutive nights (weekdays or weekends) unlocks an exclusive 20% discount off our standard rates.
Maximum Savings: This special offer drops your nightly rate to as low as 3,100 PHP per night, giving you the perfect excuse to stay longer and explore everything the region has to offer.

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To ensure a fast and secure check-in process at CITI Hotel Hilongos, please have the following items ready when you arrive at our front desk:
Valid Government-Issued ID: Every checking-in guest must present a physical, valid ID (such as a Passport, NRIC (National Registration Identity Card), Driver’s License, UMID, or PRC ID) matching the name on the booking confirmation.
Booking Confirmation Voucher: You do not need to print this out! Simply show the digital confirmation email or voucher on your smartphone or tablet.
Payment Confirmation (If Prepaid): If you settled your booking via GCash, PayMaya, bank transfer, or online credit card, please have your screenshot or transaction receipt handy for quick verification.
Incidental Deposit / Remaining Balance: If your room is not yet fully paid, please prepare cash, GCash, or your physical card to settle the balance at the desk.

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Our standard check-in time begins at 2:00 PM. This gives our housekeeping team adequate time to ensure your room is meticulously cleaned and sanitized before your arrival.
If you plan to arrive in Hilongos early in the day, we offer the following flexible options:
Early Check-In Requests: If you arrive before 2:00 PM, you may request an early check-in. This is strictly subject to room availability on that morning and cannot be guaranteed in advance.
Applicable Fees: Depending on how early you wish to access your room (e.g., early morning arrivals), a nominal early check-in fee may be applied to your account.
Complimentary Luggage Storage: If your room is not quite ready when you arrive, you are welcome to securely leave your bags at our front desk for free. You can head out to grab lunch, visit the city, or relax in our lounge while we finish preparing your room.
Want to request an early check-in for an upcoming stay? Message us on Facebook with your booking details, and we will note your request in our system!

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Our standard check-out time is 12:00 PM (Noon). This allows our housekeeping team sufficient time to thoroughly clean and prepare the room for arriving guests.
If you need a little extra time to pack or enjoy your stay, we do offer flexible departure options based on availability:
Late Check-Out Requests: You may request an extended check-out time by speaking with our front desk team. Please note that late departures are strictly subject to room availability on that day.
Applicable Fees: Depending on how late you wish to stay past noon, a nominal late check-out fee or an additional half-day/full-day rate may apply to your final bill.
Want to request a late check-out for an upcoming stay? Message us on Facebook with your booking details, and we will note your request in our system!

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Yes, we can provide extra beds to accommodate additional guests in your room!
To ensure everyone enjoys a comfortable night's sleep, please keep the following details in mind when requesting an extra bed:
Availability: Extra beds (such as rollaway beds or additional mattresses) are subject to availability, so we highly recommend requesting one at the time of your booking.
Room Capacity: Not all room categories can physically fit an extra bed. Our team will gladly guide you to the best room setup for your group size.
Extra Person Fee: Setting up an extra bed incurs an additional nightly fee, which typically includes extra linens, pillows, and towels.
Need to add an extra bed or verify if your selected room can fit one? Message us on Facebook with your booking details, and our reservations team will update your setup instantly!

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Yes, absolutely! Fresh, high-quality bed linens are fully provided and beautifully prepared in your room before you arrive.To ensure you have a thoroughly comfortable and hygienic stay at CITI Hotel Hilongos, our bedding service includes:
Freshly Laundered Sheets: Crisp, clean premium sheets, duvets, and pillowcases are standard for every room.
Strict Hygiene Standards: All of our linens undergo professional high-temperature laundering and sanitization before every guest check-in.
Complimentary Replacements: For extended stays, our housekeeping team gladly refreshes your bed linens periodically or upon your direct request.
Have specific preferences or need extra pillows and blankets setup before you arrive? Message us on Facebook with your reservation details, and we will customize your room setup!

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Our standard room rates do not automatically include meals or breakfast. This allows us to keep our base room prices as affordable as possible for all travelers.However, we offer excellent options to make your dining experience seamless:
Breakfast Add-On: You can easily choose a room package that includes breakfast when booking directly on our website, or you can purchase breakfast vouchers at the front desk upon check-in.
Dine at the Rooftop: Whether breakfast is included in your package or not, we invite you to dine at our popular restaurant down stairs or rooftop restaurant and bar. It serves a delicious variety of local and international dishes alongside stunning panoramic views of Hilongos.
Want to see our current breakfast menu or check out our room packages that include breakfast? Message us on Facebook and our team will send you our menu details right away!

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Yes, absolutely! Every single room at CITI Hotel Hilongos features a fully private, en-suite bathroom located inside your room for your exclusive comfort and privacy.
To ensure a refreshing and comfortable stay, our private bathrooms come equipped with:
Hot & Cold Showers: Enjoy refreshing temperature control at any time of day.
Complimentary Toiletries: Fresh towels, soap, and shampoo are provided upon your arrival.
Modern Fixtures: Clean, modern toilets and sinks maintained to the highest hygiene standards.
Want to see photos of our room interiors and bathroom setups? Just use this link CHECK ROOMS to see high-quality photos of our spaces, layouts, and en-suite bathrooms:
Select the room type that best fits your travel needs (such as Deluxe, or Family suites).
Browse our picture gallery provided on that page to view real, detailed photos of the room interiors, bedding setups, and private amenities.

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Yes, absolutely! Every single room at CITI Hotel Hilongos is equipped with a modern, fully adjustable air-conditioning unit to ensure you enjoy a cool and comfortable escape from the tropical heat.
To guarantee a relaxing stay, our climate-controlled rooms feature:
Individual Controls: Easily adjust the room temperature to your exact personal comfort level using your room's remote control.
Quiet Operations: Our high-quality cooling units operate quietly so you can get a peaceful, uninterrupted night's sleep.
Clean Air Filters: All air-conditioning units undergo regular professional cleaning and maintenance for optimal air quality and performance.

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To ensure a comfortable and convenient stay, our rooms at CITI Hotel Hilongos come well-equipped with standard modern amenities. Here is exactly what you can expect in your room:
Television: Every room features a flat-screen TV with premium cable channels for your entertainment.
Telephone: A bedside telephone is provided so you can easily contact our 24/7 front desk team or order from our rooftop restaurant.
Tea & Coffee Facilities: Complimentary coffee- and tea-making sets with an electric kettle are refreshed daily in your room.
In-Room Mini Bar Charges: Each room includes a compact refrigerator stocked with a selection of refreshments. Please note that mini bar items are available at an additional cost. This paid selection includes: Spirits & Alcoholic Beverages, Non-Alcoholic Drinks & Sodas, Crisps & Savory Snacks, Sweets & Chocolates
Complimentary Bottled Water: Fresh drinking water is provided daily for your convenience.
Storage Space: A dedicated closet equipped with hangers is ready for your wardrobe.
Valuables & In-Room Safes: While our standard rooms do not feature individual built-in safes, your security is our priority. Our front desk team is happy to assist you with secure storage options for your important documents or valuables at the main office.

Yes, all rooms are fully equipped to help to make your stay as pleasant as possible.

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Yes, absolutely! We provide free high-speed Wi-Fi internet access throughout the entire hotel.
To ensure you stay connected seamlessly during your visit to Hilongos, our internet service features:
In-Room Wi-Fi: Every single guest room comes with its own dedicated connection, allowing you to work, stream, or video call effortlessly.
Public Area Access: Stay connected even when you leave your room. Our Wi-Fi signal fully covers the hotel lobby, lounge areas, and corridors.
Rooftop Connection: Enjoy high-speed access while dining or relaxing at our rooftop restaurant & bar and CITI Food Restaurant, making it the perfect spot for remote work or sharing your vacation photos instantly.
Please ask for your internet token at the reception desk during check-in. Our front desk team will provide you with your unique access code.

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Yes, we offer room service so you can enjoy delicious meals in the comfort of your room until 10:00 pm!
Whether you want a quiet breakfast in bed, a mid-afternoon snack, or a private dinner after a long day of exploring Leyte, our team is happy to serve you.
CITI Food Dining Delivered: All room service meals are freshly prepared and delivered straight from our popular restaurant.
How to Order: Simply pick up your in-room telephone and speed-dial the reception or restaurant desk to place your order from our menu.
Want to see our current food and beverage menu before you arrive? Message us on Facebook and we will send you a digital copy of our restaurant menu instantly!

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Yes, we provide safe and secure parking facilities for all our guests.
If you are traveling with your own vehicle or renting a car to explore Leyte, you can enjoy peace of mind with our dedicated parking spaces.
Complimentary Parking: Private parking is fully free of charge for checked-in hotel guests.
Nighttime Protection: The hotel grounds and parking terrain are strictly monitored by a professional Security Guard at night, keeping your vehicle fully protected while you sleep.
24/7 Security: Our parking area is monitored continuously by our hotel security team and CCTV surveillance to ensure your vehicle is completely safe.
Motorcycle Friendly: We have designated, covered parking sections specifically suited for motorcycles and scooters.
Driving a large vehicle or arriving with a tour group bus? Message us on Facebook ahead of time so our security team can reserve an appropriate slot for your arrival!

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No, all guest rooms at CITI Hotel Hilongos are strictly non-smoking.
To maintain a fresh, healthy, and comfortable environment for all our guests, smoking is not permitted inside the rooms or en-suite bathrooms.
Strict Non-Smoking Policy: This rule applies to traditional cigarettes, cigars, vapes, and electronic cigarettes (E-cigarettes).
Rooftop Bar Exception: However, you are fully welcome to smoke at our Rooftop Bar. It offers an open-air setting where you can relax with a drink, enjoy the panoramic views, and smoke comfortably.
Designated Smoking Area: If you wish to smoke, our front desk team will gladly direct you to our specific, outdoor designated smoking area on the hotel grounds.
Cleaning Fee: Please note that a specialized deep-cleaning and sanitization fee will be charged to your final bill if evidence of smoking is found inside your room.

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No, CITI Hotel Hilongos does not allow pets on the property.
To maintain the highest standards of hygiene, comfort, and safety for all our guests—including those with severe allergies—we strictly enforce a "no-pet" policy throughout all guest rooms, public lounges, and dining areas.
All Animals Included: This policy applies to dogs, cats, birds, and other small household pets regardless of their size or breed.
Allergy-Free Environment: We prioritize keeping our linens, carpets, and air-conditioned spaces pristine and allergen-free for everyone.