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KML
Quezon City, Philippines

Lack of Facilities and Front Desk Personnel Needs Retraining

3.0 of 5 bubblesReviewed Apr 10, 2024
I booked two rooms for our trip - one King Suite and one Standard Deluxe. While I was not expecting both rooms to be at par with each other, the differences are not enjoyable and the lack of facilities for the Standard Deluxe room was bad.

To start, I asked to check in early, which was a request and I understand that it cannot be granted all the time. So when we came at 1:30 and the room was not ready, I understood. They did inform us that the Standard room is ready so we checked in and was told that they would call us when our room would be ready at 2 pm. When we arrived at the room, it was scorching hot. It was not ready. The aircon was not working. We gave them another chance and tried to call but alas, the phone was not working either. What a great way to start.

I went down to the front desk to tell them the situation and asked if we can be transferred since the room was too small. They offered the Apartelle, which was too pricey, especially given what I have seen. Another option that they offered was a rollaway bed at an additional cost and that they will send someone to fix the aircon. I agreed to this, hoping that this is just a minor mishap. We did have an event on the hotel so it was convenient for us to stay here, despite all the bad things I have been hearing about the hotel facilities.

So at 2 pm, I came down to get my keycard, which was discussed with the frontdesk that I will only need to ask for my keycard and not go through the check in process again. Unfortunately, this was not the case. I was asked to fill out the form again, asked for an ID again, and the keycard was not yet ready. Bad start, again. I did not fillout the form. I told the frontdesk that I already did the whole check in process and I only need to get the keycard for the King Suite. Since it was not ready, we had to wait, again.

When we finally got our keycard and moved to our room, it was on the other side of the building, which is fine since it gives us privacy. The aircon was not yet open, so the room was also hot. But this is fine, since it only took 30 minutes for the room to be at room temperature. Mind you, this is in April, when Philippine temperatures could reach extreme levels.

By 10 pm, when our event was over, I asked my family members if their room is already cold, to which they replied that it was not. So I asked that they be transferred and I was ready to be angry since I know that they could only offer an Apartelle room (as was stated by the front desk personnel earlier that day). But, they were offered another Standard deluxe room which was apparently available. So the front desk personnel lied to me, just to make a quick buck and get us to book the higher room rate.

The checkout process was also not reliable. You would have to wait at the front desk for quite a while and they will not tell you when the room is cleared, you have to ask them every now and then. Here, I asked my family if their new room was better. They said that it was indeed colder but there was no water supply and they had to wash themselves in another family member's room or when water became available, they used the bidet since the pressure was not reaching the showers. This was bad given that they had a baby with them and there was LITTLE TO NO WATER on the room.

At this point, I already gave up on this hotel. I can forgive the lack of good customer service at the front desk because the housekeeping staff was very kind and attentive. I can forgive the misgivings and inconveniences but I cannot forgive the subpar facilities and the lack of water in our room.

If you are going to SBMA, try out the other hotels or book their higher end rooms such as the King Suite, Apartelle, or Double Deluxe located on the other building. Their Standard Deluxe rooms are cheap but it comes at a price.
Date of stay: April 2024
Room Tip: Book higher end rooms
Trip type: Traveled with family
3.0 of 5 bubblesValue
4.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
4.0 of 5 bubblesService
4.0 of 5 bubblesSleep Quality
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Reviews (148)
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1 - 6 of 148 reviews
Reviewed February 21, 2023 via mobile

To Sharmaine and Mansion garden staff,

We would like to say thank you in providing excellent service for our whole accommodation and our wedding.. You most definitely have exceeded our expectations, you've been excellent from start til the end. We will definitely provide a good word not only on the hotel but for the entire services given.. Combination of great and beautiful place to stay with superb services provided by its management and staff... Thank you again Mansion Garden we will definitely see you soon 🥰🥰🥰

Love,
Mr. & Mrs. Metiam

Date of stay: February 2023
Trip type: Traveled with family
Thank elcelannt
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed October 16, 2022

Best, so far. Been here how many times yet their services have been maintained from the start, if not, they augmented. Staffs are indeed accommodating. Prices are reasonable. Rooms are well-lit. Function rooms are worthy for gatherings. God bless!

Date of stay: October 2022
    • Value
    • Location
    • Service
Thank Levi Z
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed December 28, 2021

I am a diy bride. During our search for wedding reception, the superb effort and service of the Marketing staff made us chose the hotel. The preparation for our prenup and wedding went smoothly because of their assistance. Facility wise, interior of the reception hall was simple yet elegant. Sound system, projectors and screens were also provided. The food was the best! Our guests loved the food! The hotel staff especially the front desk and marketing provided us with the best service. Thank you Mansion Garden Hotel Team for the best service!

Date of stay: October 2021
    • Location
    • Rooms
    • Service
Thank riyethlinzaga
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed May 19, 2021

I would respectfully disagree with the latest review, dated 14th may 2021.

I live for many years in Philippines, and visited quite a lot of hotels and resorts, as I enjoy to take my wife on small trips, to chill out and get away from daily hassles...

This hotel is for now, probably one of the best I have visited !

The disappointed customer accused the team not to treat him respectfully just because his wish to extend his stay in the same room couldn't be managed...

Sir ! You stood there during a week-end, and this hotel is a favorite spot for people travelling from Manila and around. On top, given the huge Covid 19's discount (30%), the hotel is always crowded on week-ends...

Then and probably like me, many guests have their preferences and usually request a specific room when they book, so the team cannot always accomodate last hour changes especially on week-ends !

Sometimes the building has some fixes to be done, but this has nothing to do with the team at the desk, and more with the maintenance...

The team in this hotel goes at their wits ends to accomodate us, all the time and with a gentleness that is quite rare in Philippines !

To finish with, it is also quite rare around to have an hotel offering bath tubs, so they will always get my preference...

Just a little suggestion : It would be nice to have a plastic chair and a ashtray on the balcony, so we don't need to travel far to be able to have a smoke...

Date of stay: May 2021
    • Value
    • Cleanliness
    • Service
Thank V1682NBpatrickj
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed May 14, 2021 via mobile

This hotel has the cleanest rooms around SBMA. Food Acceptable and has good value for Money. But service will leave you unsatisfied. I stay here for business 4 days in a week for at least 6 months already. Its the small things that irritates me. I will extend an additional night in the same room they will answer that is not possible because they said that there is a guest who prefers this specific room number. How inconvenient right? They transferred me to another room that we previously stayed at and the shower is clogged and they never fixed it! I hope they took in consideration that I give them business on a long term basis and this is how they take care of me. Show me a little bit of flexibility! My requests are very manageable. We are already fine with the building transfer, and taking the stairs to go up that room because there is no direct elevator access to the third level. You better shape up or train your staff to resolve requests to satisfy your guests. You will loose business if Mansion Garden Staffs has these kind of mentality. A little proactiveness will go a long way!

Date of stay: May 2021
Trip type: Traveled on business
Thank D8060TTmarkg
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
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