I'm sorry that Juri and his wife were not given correct information by our night staff. The girl at the front desk is new and made a few mistakes. The photo of the room is for a similar room to the one he got. All our rooms have different decor. There was no need to charge more for a room like in the photo. The information he was given was wrong.
We are located in a jungle atmosphere- six acres of the most beautiful gardens in all of Cebu. There are bugs, and yes cock roaches, in all resorts. We are an eco-resort, so we try to minimize poison spray to once a week, so some bugs may crawl in during that non spray period. If guest asks us to spray, we are happy to do it. Some guests rather live with the bugs than to have their room sprayed. I live at the resort full time and never allow them to spray my room.
About sharing their name with a boy, our staff is trained to respect the privacy of guests. The problem is, in this culture, people don't understand privacy issues- it may be the world's most social culture., We do train on a weekly basis, but apparently we need to remind this staff to be more (Website hidden by Airbnb) takes a little longer when the training goes against their culture. I am surprised his wife does not understand this, since she is a Filipina.
I was at our other resort at the time, but i did speak to the guest by phone several times. He could have called me back with his concerns.
I will speak with the person who greeted you about your concerns so she can know better next time. Thanks for helping us be better.