Wow where so I begin........
I checked in on Saturday 22nd July and checked out on the Saturday 22nd July - thats right I checked out on the same day I checked in.
Have you seen the television sidcom Fawlty Towers?? Well the hotel in Fawlty Towers is 6 star when it comes to customer service compared to Makati Palce.
Now let me share with with you my experience........
I checked in and requested a non smoking room but was told that would be an extra 1,000 pesos. I was then asked for a 2,000 peso deposit which is standard practice for hotels in Manila (Ill come back to this point).
Upon checking into my room it smelt terrible - I am a non smoker. I then went to have a hot shower and after running the water for 10mins there was still no hot water. I then went to get a cold drink from the mini bar - but there was no drinks in the mini bar you needed to ring reception.
I then thought I would order some room service and guess what ? No menu. I had to ring reception who said they would bring one up. Two phone calls later after 20mins had passed I finally got the room service menu. To say it was a disappointment would be an understatement.
As my room started to heat up and resemble a sauna I asked for someone to come and check the air conditioner. Two phone calls later and no response I had had enough and decided to check out.
Now this is the best part of the story so readers make sure you sit down!
I go to checkout and ask for my deposit back. I have a room service bill for two drinks which I ask to be deducted from deposit. I am told they have no smaller change and the concierge will need to go to the shop to get smaller notes. I explain I am in a rush and have a driver waiting so I would appreciate it if they can be quick. The concierge comes back and says he cant find a shop with smaller notes. To speed the process up I say use my credit card.
After processing the credit card payment (mind you 15 mins has gone by now) I am told I am right to go. No apologies for the room, lack of air con, no hot water and how long the whole checkout process took. In the taxi leaving I realise despite everything I did not get my deposit back!!!!
I then contact the hotel who say yes we have it, still no apology, and you can come back and get it. Problem is I have booked a flight to cebu ( i brought my trip forward one day after my experience at this hotel) and am on my way to the airport. Rather then let the hotel reservation supervisor keep the deposit i let them know my taxi driver will come back and get it for me and he will give back to me when I return to Makati in September. He did get the deposit back, then disappeared of the grid which is to be expected.
So my taxi ride to the airport ended up costing me 2,200 peso - most expensive taxi in manila.
What amazed me the most, is despite everything there was no apology. The reservation supervisor needs to be given more training in customer service and told to smile more - afterall it's free and can make a big impression on guests!
Now for my tip - and i encourage you all to take it on board.
Across the road from Makati Palace is the Best Western Oxford. Similar price, mini bar, room service menu, good customer service, air conditioning and hot water. They also give you back your deposit on checkout - my recommendation stay there!
Now like to think I am a fair person, so I would like to lay down a challenge to hotel management to rectify the above. I am prepared to come back and stay again and give it a second chance providing some kind of apology is offered and an assurance the above was a one off. I think that's fair and if this happens, and indeed the service improves, I will be prepared to update my trip advisor review.
That all said, I wont be holding my breath for a response.
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- Also Known As:
- Makati Palace Manila
- Hotel Makati Palace
- Makati Palace Hotel Metro Manila, Philippines