The Peninsula Manila

We chose The Peninsula Manila for a quick couple’s getaway, hoping for a luxurious and seamless experience backed by our AmEx Fine Hotels & Resorts benefits. Unfortunately, what we got instead was a string of letdowns masked by a few moments of professionalism. The only positive experience worth mentioning was the check-in process at the lounge—staff there were courteous, prompt, and welcoming. However, everything before and after that moment was inconsistent at best and frustrating at worst. From arrival, we noticed a disturbing lack of hospitality from the bellmen and doormen. It felt like unless you were an obviously foreign guest, service was selective. We were left to handle our own things while the staff stood around, chatting amongst themselves. Not a good first impression for a five-star property. At check-in, we were assisted directly to the lounge, which was appreciated. But despite our AmEx FHR benefits, there were no upgrades available, and disappointingly, no one took the time to explain what amenities or inclusions we had access to. We weren’t informed about the pool, spa, or even the in-house restaurants in detail—which would’ve helped us better plan and enjoy our short stay. For a couple trying to make the most of a quick escape, that lack of communication was a huge miss. The lounge had decent drinks and snacks, though seating was tight. What’s more frustrating was how unevenly the dress code was enforced—while the rules were clear, some guests (particularly white foreigners) were allowed in wearing slippers, while others were turned away or judged more strictly. It gave the whole place a sense of double standards. Our room was spacious, but the comfort ended there. It was warm and the temperature couldn’t be adjusted properly. Worse, we found hair on the bed and in the towels when we finally laid down after a long day—clearly not cleaned properly. The mini-fridge was crammed with overpriced snacks, leaving no room for our own items or medications. There was no ice machine in sight, and we had to leave the hotel just to buy ice to keep our meds cool. We were also given a $100 dining credit for Escolta, but when we tried to use it our first night, the hostess was glued to her phone and chatting with other staff, ignoring guests. It completely killed our appetite, and we ended up dining elsewhere. After breakfast the next morning, I noticed housekeeping had already skipped our room by 11am. I had to call to request cleaning—which should not be necessary in a property that claims to offer refined service. Still wanting to make use of our dining credit, I tried Escolta again on our second night, alone. The hostess again acted indifferent and told me it was full—even though I saw several empty tables. I said I’d wait and was eventually seated after 15 minutes. Once there, no waiter approached me for another 10 minutes, no water, no greeting, nothing. I had to flag someone down just to get a sparkling water and wine. When I finally approached the buffet, several items were empty (like the soup), there were no chopsticks for sushi, and again, staff were more interested in gossiping than attending to guests. I had to call the manager’s attention myself, and while she was responsive, the damage had been done. My steak, requested medium rare, arrived nearly raw. Appetite gone, I left the meal unfinished. Even on our final day, despite notifying the front desk twice—once at check-in and again the night before—we had to make multiple calls for help with early check-out and getting ice for our cooler. For a hotel that positions itself as one of Manila’s finest, the experience was far from ideal. Inconsistent service, selective treatment of guests, lack of proper communication about amenities, and poor attention to detail made what should have been a relaxing escape feel like an ongoing disappointment. A beautiful check-in lounge can only go so far when the rest of the stay misses the mark this badly.

The meeting is great. The venue is even better. Nice Hotel. I just hope they have self parking available. The lobby is different than what other hotels I've been to. The restaurant is also the lobby, which makes we wonder if I can take a seat.... or I need to order?

Hotel is dated - feels like it hasn't been renovated since the 1970s or 1980s (except for a carpet and TV change). It is also badly maintained and looks grubby, with mildew and mold all over the bathroom. Poor design of the light switch - there is only a master switch with no individual light switches so it’s either all or nothing. I spent 10 minutes searching and trying to figure it out. Forgot my iPhone cable and tried to borrow one (since there is no wireless charger in the room, unlike most modern 5-star hotels). Call was put through to concierge who said they did not have any cables for loan. Since it's the first time l've stayed at a 5-star hotel that cannot lend you a cable, I thought the lady at concierge didn't understand me and I went down to the front desk. Seems that they really do not have any cable for loan and the only way to charge it is to bring it to the concierge and leave your phone there with them to charge. Each cable costs only USD2 or so; can't understand why they can't even keep a few around. It’s very small effort and money if you care about your guests. Service is not great - booked my room through my credit card concierge and the booking states club access. When I asked upon check-in, I was told it was not in their records but they would check and get back to me. Hours later no one got back to me and I had to call front desk to get a status update. Response was essentially I have to check with whoever I made the booking with. As at the time of this review, I'm still waiting for a response from my credit card concierge so I do not know where the mistake lies. I guess by the time I get the answer, I would have checked out and gone home. Overall, i get the sense that customer comfort, customer convenience, and ensuring good customer experience are not at top of mind for this hotel, and good customer service is not in their DNA. I chose this hotel because it's within walking distance from my local office but I think I would rather choose another hotel and take a cab the next time. There are also several hotels in the area ie plenty of options.

Considering what you pay for in this hotel, there are better ones out there. Everything was just average. I have stayed at other hotels in the same category and I have had better experiences. Oh well, we did it just for the experience. We won't be coming back.

We stayed as a couple during our first trip to Manila. We found the staff to be very attentive. The lobby is quite impressive and the live music every afternoon/evening was a great touch. The location was great, easy walking distance to other restaurants and shops. The Blackbird is a quick 2 minute walk. Escolta for buffet breakfast was satisfactory. The options were varied, however as others have said it can get very busy. If you are there on a Sunday ask for a table near the windows with street view. It’s great for people watching. I would stay here again.