I stayed at a Club Floor (23rd) at the Makati Shangri-La. Overall, I thought it was a perfectly fine hotel, but definitely with issues and not worth the price premium it seems to enjoy in Manila.

Flaws:

• My biggest problem was the check-out experience. I had received the pre-bill the night before but I had not paid any attention to it. Upon check-out, I realized it was filled with errors. I was on a package deal but many of the things that showed up on the bill were included in the package --- i.e. airport transfers, laundry, restaurant credits. When I pointed out the errors, the attendant (in the Horizon Club lounge) got out a calculator and spent several minutes working it. She then told me that there had indeed been a mistake and that the service charge on my room was 600 pesos more than shown on my bill ( about $10 +) and that she would add it to the bill. When I itemized the things that I had been charged for but were included in the package, I was told that it was the fault of the restaurant/transport desk/laundry, etc. I said whatever – but please fix. After spending – and I am not exaggerating – 20 minutes discussing this over the phone and with her co-worker, she told me again that this was the fault of the various departments in the hotel. By this time, I was running late for my flight and had to go. I was disgusted by this experience – I believe they pad the bill and hope people are in a hurry so they can’t challenge it. Outrageous !

• I had a drink at the Conways Bar one evening and found it filled with prostitutes sitting at the bar. I could not look in the direction of the bar without one of them (I’d say ten in total) making eye-contact. Not something I expect in luxury hotels – at least not in such an obvious manner.

• The rooms are dated. Stains everywhere in the carpet and the bed headboard, stained tiles in the bathroom, etc. The design of the room is exactly the same as the luxury rooms in the tower wing in Singapore --- but what a difference in execution… Flawless in Singapore; the opposite in Manila.

• Turn-down service was hit or miss. On some evenings they did it, on others they did not.

I did however appreciate the location of the hotel in Makati and the shopping there, had a great afternoon tea in the lobby lounge with a lovely violin band, a good breakfast at Reds, and an overall good experience in the Club lounge (especially that they serve proper Champagne !)

However, I will not stay there again. I will try the Sofitel next. It is not in Makati but it is convenient for my work, but the Sofitel is rather isolated.

I was told by a colleague that there were no top class hotels in Manila in terms of service. Hotel hopping was done by many people visiting Manila but none were true top class. He said that hotels relocated Filipino staff to other locations if they were good…