The Peninsula Manila

MY HUSBAND AND I CELEBRATED OUR WEDDING ANNIVERSARY AT THE MANILA PEN. CHOCOLATES AND FRUITS WERE GIVEN TO US. WE ENJOYED THE EARLY CHECK-IN AND THE LATE CHECK -OUT. AM GLAD THEY CAN CALL GRAB SERVICES. ALL STAFF ARE VERY ATTENTIVE. KUDOS TO THE MANAGER OF ESCOLTA AND HIS STAFF. ALSO INVITED MY IN-LAWS FOR A DINNER SINCE A BELOVED IN-LAW RECENTLY PASSED AWAY. WE WERE GIVEN A VIP TREATMENT. KUDOS TO MANILA PEN. WILL COME BACK AGAIN.

We paid our reservation since last April 2024. Upon check in this December, we were required to put credit card for incidental hold. Unfortunately, the hotel charged our stay and incidental on my credit card. We sent an email inquiring why they charged our stay in our credit card when in fact we prepaid our stay 8 months earlier. They ignored our email for more than a week, so we decided to make international calls. After 4 attempted international calls , someone answered and assuring that the double charged on our credit card will be refunded soon. It did not happen after weeks of waiting and still our email been ignored. We made international calls again , and were transferred from different people and different department because no one in the front desk was answering our calls. A person in accounting department kindly got our email and assured that someone will reply on our email. Faith Angeline , Front Desk Supervisor said they were sorry and we will be refunded 3 to 5 more weeks ???? ? And asked us to be patience. How many more weeks or months do you want us to wait to be refunded ???? And all you can say was apology and be patience???? Until when ?????? Why we need to suffer from your negligence and for how long ??? Alan F. , the Reservation Manager assured us that he will be monitoring this situation ???? I lost faith on you , in the first place it was difficult to reach out front desk people. Front desk people are very good in charging clients double without verifying if the reservation has been prepaid or not. You should train your people very well since your hotel is highly rated but not performing their job diligently specifically with money ….. Devastation and frustration are what we feel. At this very moment the charged on our card is NOT yet refunded due to your negligence. Front desk people can see if a reservation is prepaid or not. I know that for a fact because I was once a front desk representative and became a supervisor. We don’t ignore this case just like what you did. You are very incompetent in handling this case.

A wonderful, high-end hotel that is walking distance to the Ayala Mall. We stayed over the Xmas Day and the decorations in the foyer were beautiful. Very good breakfast buffet selection and attentive service by all the staff throughout the hotel.

The hotel and its services were superb during our stay at the Peninsula Manila, Philippines. However, when my wife's brand-new shoes got missing from our room, instead of the management to do a thorough investigation and hold whoever might be responsible, they protected their staff. There're cameras in the corridors and they must have seen who had access to that room while we’re out. But they protected whoever might have taken the shoes. Making the situation worse, the hotel suggested that I perhaps packed the shoes in my luggage before checking out (I left my family in the hotel and travelled out of the Philippines). I found that disrespectful! How on earth would any decent person “steal his wife’s shoes”? No doubt, the hotel and its services were superb. But by protecting shady characters in their midst, the hotel is enabling them to continue taking away guests’ stuff. And that doesn’t augur well for the image of Peninsula Manila.

Would rate the service 0 stars unfortunately this kind of service effected my opinion on the entire stay. For a hotel that is apparently rated one of the best in the Philippines this is a joke. We stayed in a premiere suite and booked an event to have our prenuptial photoshoot here Below are the service problems 1. Using the gallery club from 11:30am - 3pm Dec 6th to do some computer work. My soon to be wife when going to use the restroom around 2pm was told her shorts are to short to be here. She should have been told that at the entrance not hours after arriving. The lady that spoke to her then tried to say that another guest said that it was to short. Also terrible a staff member trying to switch the blame to another guest. While I saw men in shorts ,multiple in sandals and many dressed way less formaly than she was. 2. Many people sitting even infront of us where checked on by the staff members in the gallery club multiple times and we where only offered a drink at the point of entrance. Not once did anyone approach our table. This made me feel like the staff were judging us or did not care about us. 3. I called the concierge Mathew shortly after arriving in the room and told him the problem and have still received no response from him regarding this. 4. Sent an email to have printing done with my room number in the subject line and until we called we did not recieve it. Something as simple as a call to the room or having the information dropped off without me having to follow up is expected in a 5-star hotel. 5. The gallery club manager called me after sending this email to the Marizsison@peninsula.com and reservationpmn@peninsula.com. She told me she received my complaint from the concierge, who still never got back to us. She did not say that she was reading my email when i asked her. That was sent no less than 30 minutes before her phone call to my room. I believed that until she referred to Sheena as my soon to be wife and knew that we had a photo shoot. I only referred to her as my soon to be wife in the email. She should have said yes she has seen my email. Instead, she lied. While she was calling to try to apologize to her and me. 5. When checking out, we asked for the service charge to be removed from the bill. The front desk manager said the discount you asked for was applied. When we did not ask for a discount, we asked for the service charge to be removed due to the terrible service received. 6. Called reception to ask for a management email address to voice these problems. Have still received no reply to that email Dmpmn@peninsula.com The prenuptial photoshoot went well that is all from vendors we booked outside of the hotel. This kinda service for a premiere suite in a 5-star hotel. I would not pay this kinda money to come back agian. Many other hotels in the area have better service for alot less money. The only compensation for this horrible experience that was offered was a in person apology from the gallery club manager that lied to me over the phone and the front desk manager when checking out.