Advisers

Roland Rambo B. Jayoma, MBA, CHP

Discipline

Hospitality Management

Abstract

Irishville Resort in Caloocan City is a popular leisure destination offering accommodation, dining, and recreational facilities for families, groups, and individual travelers. However, recent guest feedback highlighted issues such as overcrowded recreational areas, minor maintenance problems in cottages, inconsistent restroom cleanliness, and limited safety measures. These concerns could impact guest satisfaction and loyalty if not addressed. This study aimed to assess the resort’s facilities and develop a plan to improve comfort, safety, and overall guest experience. This study used a descriptive-correlational design to assess guest satisfaction and facility conditions at Irishville Resort. Thirty guests with sufficient experience were purposively selected. Data were gathered via a structured survey on demographics, satisfaction with eight key facilities, and common issues. A four-point Likert scale measured perceptions. Analysis included weighted means, composite means, and correlations to explore satisfaction levels and relationships between demographics and perceptions. Most respondents were young, male, single students who visited occasionally. Guests were highly satisfied with accommodation, pools, and banquet halls, especially in cleanliness and comfort. Other facilities like cottages, restrooms, and parking were rated positively but need improvements in maintenance, sanitation, and space. Common issues included poor pool water, unmaintained facilities, waste disposal, overcrowding, delayed services, and staff professionalism. Overall satisfaction is good, but operational gaps need addressing to maintain quality. Correlation analysis showed no significant link between guest demographics and perceptions of facility conditions, indicating satisfaction depends more on facility quality, service, and overall experience. A facility improvement plan is recommended, focusing on cleanliness, maintenance, safety, and guest feedback-guided upgrades. Enhancing accommodations, cottages, restrooms, parking, and the convenience store will boost satisfaction, repeat visits, and competitiveness. The study emphasizes the importance of guest satisfaction, facility condition, and addressing service issues for sustainable success in leisure tourism.

Keywords

guest satisfaction, descriptive-correlational study, resort facilities, facility condition assessment, service-related problems, leisure tourism