Me and my family flew to Manila for a few days to attend the wedding of my sister-in-law. When she told us that they will be checking in at the Manila Hotel, I was so excited because for us Manila Hotel is "THE" hotel to be in Manila! We've been to 3, 4 and 5 star hotels in both familiar and exotic places across the globe, so we have really set our expectations high with Manila Hotel. And because of that, we end up disappointed. Below are the reasons:

First: Valet parking is paid even for a checked in guest. First time experience in a 5-star property.

Second: When I was checking in, I was advised that the buffet breakfast is free for children 7 years old and below. But when we were having breakfast, was advised it is 4 years old and below. It is definitely fine to pay because it is 50% off anyway. But the fact that the staff gave a wrong information, it is not a 5-star quality.

Third: The coffee takes forever to refill! In Ilang-Ilang, we need to follow up at least two times just to refill my coffee. In the pool bar, I ordered coffee and it took 40 minutes for my coffee to arrive!

Fourth: I opted for a twin bed room. And to my surprise, the bed is really a "single" bed! I'm not sure if it is a policy in Philippine hotels but all the hotels that we book, I always opt for a twin bed. I can compare because the last hotel that we were in is also a twin bed room, but the bed size is double. Again, this is subjective, but then again, Manila Hotel is a 5-star hotel.

Fifth: I looked out for the housekeeping on the floor to ask for two extra toothbrushes because the two sets have been used by my two daughters. The housekeeping gave me only one but I said I need two and he said the other one will be provided when I clean the room. I said the other two have been used by my daughters, and me anomy wife need to brush, what do you want me to do? Then he gave me another one. For a five star hotel, does it really matter to provide an extra toothbrush?

Sixth: On the 17th floor, there’s a door which says “EXIT” but it leads to nowhere. We were staying on the 16th floor, but my wife and 6-year old daughter went to her sister’s room on the 17th and while going down, my wife opted for the stairs (because it’s just one floor). So like any other person, she took the door with the “EXIT” sign and found out that there’s no stairs going down to 16th but when she tried to open the door it can’t be opened from her side! She was locked there for at least 30 minutes! Good thing one staff was passing by and he assisted her! Why is there an “EXIT” sign if that’s not an exit? And where is the CCTV or a better question, where is the person monitoring the CCTV? Again, it is a five star property.

Seventh: In Ilang-Ilang, the juices are not fresh. Nobody is available in the eggs section, there are sunny side and omelet available there but don’t know what’s in the omelet. You may say this is subjective, but then again, it is a five-star property!
Eight: I know this more of the Philippine Government, but when I walked around the pool area, just below the viewing deck, the sea is full of garbage! It is embarrassing to note that a five star hotel can’t even do something in its immediate environment. Tip, in Maldives, all hotels are self-sufficient and autonomous. They protect and clean the environment within their area! You are a five-star property and with the rates you charge, you can’t really say that you don’t have the means to do it!

On a positive note, I commend Arvin of Ilang-Ilang. When he saw that we have been desperately following up for the coffee, he apologized and kept on coming to us. And he is the only person who is smiling and actually talking to guests. It’s not that we want to feel important, but the thought that I am in a five-star hotel, probably the most expensive in Manila if not in Metro Manila, we are expecting five-star hospitality!

I have always stayed at The Manila Hotel in all the years that I have visited the Philippines; both for business and vacations. From the moment you arrive, you are treated by friendly employees of this grand hotel and it continues until you step into your taxi to head for home. The complimentary breakfast buffet is such a wonderful treat to start the day and the dinner buffet is unmatched. My request for a hight floor and a view of the bay has always been accommodated!

One of the best hotels in Manila. The Manila Hotel is a mixture of old/classic and urban/modern vibe. I organized my event at the Hotel with 850 attendees and it lived up to my expectation. I recommend holding a business event there.

Meanwhile, after the event, I got a upgrade to one of their suites. The guest rooms are good; and I can sense the old Manila style with a view of Spanish colonial part of the City. Breakfast buffet is good, while its gym and sauna is suitable. The housekeeping service is efficient as well. Meanwhile, front services needs improvements in their services as it takes quite sometime to check in and to check-out.

Over-all, I always feel great when i go to Manila Hotel.