Shangri-La The Fort, Manila♡

Thank you for the hospitality

9.0

Location

− Limited choice of food at breakfast

Fantastic staying experience

8.0

Cooperative staff, cleanliness, customer service and location.

Luxurious hotel but staff should do a lot better.

4.0

This hotel is more luxurious than some high-end hotels with four times the price. We upgraded to a suite and it was impeccable, lots of marble tiling, luxury branded amenities and hairdryer. The location is also fantastic, right at Bonifacio High Street and very close to St Luke's Hospital.

− If I had to name one thing this hotel seriously lacks, it's Customer Service. Let me explain why: 1) When we checked in, we voluntarily upgraded to a suite, for an additional cost (no problems here). We paid with a debit card, so it was an immediate charge. Yet, when we checked out, the front desk clerk handed over a huge bill and said that only the previously booked (lower category) room was paid. We managed to sort this out but it was a negative experience. 2) Speaking of check-in, the clerk who we checked in with asked us to hand him the luggage tag, which we did. Despite that, for some reason, he didn't give the tag to the concierge team, who didn't know who our luggage belonged to, and I had to make two phone calls to get them finally delivered to the room - an hour later! 3) At the Horizon Lounge, to which we had access due to the suite we upgraded to, we felt we were unfairly treated compared with locals and Chinese guests. As an example, we asked the waitress to put two tables together since we're a family of four, she said sure thing, but didn't do anything. We were almost always seated in the "outer" seats (closer to the entrance) whereas locals and Chinese guests were seated next to the windows with great view and often with four (!) tables pushed together. 4) Only at our last night were we asked whether we needed the evening turnover service, which should have been standard for our suite. 5) My wife had her birthday while we stayed at the hotel and clearly specified the date of her birthday months before we checked in - despite that, someone brought a birthday cake to our room and when we said that it was not that day, she simply said "well, happy birthday in advance then". It was an awkward situation. In short, I think that the staff's behaviour with non-local and non-Asian guests could be improved and was not what we expected.

Quick overnight with friends

10.0

Place was clean...staff were accomodating

− N/A

Guest review

10.0

Everything