下坡大雅台度假村 (The Downhill Tagaytay Resort)

I would like to formally file a complaint regarding the management of The Downhill Tagaytay. I made a booking for 14 people (12 adults and 2 children) and paid through 訂房網站, but I was surprised when I received a message from someone named Andrea from the property, asking for an additional 21,000 pesos. She claimed the amount I paid was for only 10 people, and I needed to pay for extra guests since I would like to add an extra guest. 15 guests in total. However, I had already paid for 14 people. I attempted to negotiate, but she pressured me into agreeing to pay the additional guests in cash, amounting to 21,000 for two nights. On the day of our stay, January 23, she insisted over the phone that I pay 21,000 pesos for guests exceeding 10 people. I repeatedly questioned why I had to pay more when I had already paid through 訂房網站, but she stated that it was their policy. This was never mentioned on the property info on 訂房網站, and I was unaware of any hidden fees. Eventually, to reach an agreement, she revised the additional payment to 15,500 pesos, plus a 2,000 peso security deposit. As a Platinum member on 訂房網站, I have never been asked to pay a security deposit before, and I’m unclear as to why it was requested in this case. Para saan ang security deposit? When we got in the property, there were 2 caretakers and a child who live there behind the property. Which was another surprise, because why would they not mention this. If I had known this earlier, I wouldn't have booked the property, as we value our privacy. Nevertheless, I agreed to pay 17,500 as requested. I had invited some guests for my birthday on 24 Jan and even informed the caretaker, Leslie, that I had arranged catering for the small event, so they wouldn't be caught off guard the following day. I did this because I prefer not to cook and just hire people to cook and serve the food for us 15 people, including some friends who will attend my birthday. Just before my birthday started, while I was busy handling things, Andrea called the caretakers and told me off for not informing her that I had organised an event. But why? This wasn't Airbnb like I needed to tell her everything. Again, this is not mentioned in their rules/policies. She then mentioned they charge an extra fee for each guest, which was completely unexpected! To top it off, I had to pay an additional 2,000 pesos for corkage. It was incredibly frustrating! I kept wondering how many more hidden fees I was going to be charged. Andrea said she would consult with the owner, but this situation really put me in a bad mood just before my birthday celebration. I am so disappointed because I wasted 17,500 pesos because of these people who were greedy of money. I do think as well that the real owners of this property isnt aware of this hidden operation of Andrea and the Caretaker asking for money. Please be cautious when booking this property, as you may be surprised by the additional fees you’ll have to pay!! And for 訂房網站 pls kindly investigate the messages and see if this was right.