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Reviews of Sofitel Philippine Plaza Manila

5 out of 5
Sofitel Philippine Plaza Manila
CCP Complex, Roxas Boulevard, Pasay, Manila

Reviews

8.4

Very good

Rating 10 - Excellent. 534 out of 1018 reviews" "
Rating 8 - Good. 245 out of 1018 reviews" "
Rating 6 - Okay. 124 out of 1018 reviews" "
Rating 4 - Poor. 60 out of 1018 reviews" "
Rating 2 - Terrible. 55 out of 1018 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.6/10

Amenities

8.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

8/10 Good

William

Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel is beautiful with nice on-site restaurants, especially Spirals and Snaps Sport Bar. Staff at Snaps and Pool side were great, personable and attentive. Doorman all helpful, especially Bill who assisted with transportation and recommendation places. Property doesn't have to many other restaurants nearby to walk to. Dislikes are water was disrupted for 2 days. Second day was over 6 hours with no water for Shower/toilet/drinking. Hotel should have provided more of their drinking water while service was out. Just allot of sorry's for 2 days. Room keys had to be fixed as they deactivated every day. Allot of getting to room and key didn't work,. Elevators took long wait times with volume of people for several days. Had to use the staff/service elevator a couple times that staff was running because of this. Had to extend the stay by one day since airline changed. Front desk could have easily done this; but instead told me to make a reservation for another additional day and then had to recheck back in again. This is a simple function to extend the stay if rooms are available that can be done fast by them, especially to stay longer in the same room.
Stayed 2 nights in Mar 2024

10/10 Excellent

Ellen

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024

8/10 Good

Gary

Travelled with partner
Thought that the dinner buffet was good but over priced for what you get
Stayed 2 nights in Mar 2024

10/10 Excellent

Billy

Liked: Cleanliness, staff & service, property conditions & facilities
Very nice and elegant hotel. Attentive staff. Great pool.
Stayed 1 night in Mar 2024

10/10 Excellent

Terry

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The flowers in the lobby are unbelievable and the breakfast is the best i have ever experienced.
Stayed 1 night in Mar 2024
Response from Dey Medina, Quality Officer on Mar 20, 2024
Dear Terry,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

6/10 Okay

Alexis, Woodland Hills

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Sofitel, it’s time to upgrade the rooms, property & check for mold. Not pleased. If it wasn’t for the friendly and helpful staff , I would have left.
Stayed 4 nights in Mar 2024
Response from Dey Medina, Quality Officer on Mar 18, 2024
Dear Alexis,Thank you for taking the time to share your feedback. Rest assured that we will have our rooms scheduled to be refurbished in the near future. We hope to welcome you back to our hotel very soon!Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Brian

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The breakfast is amazing. The hotel staff are amazing. For the price I would stay there again.
Stayed 11 nights in Feb 2024
Response from Dey Medina, Quality Officer on Mar 18, 2024
Dear Brian,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Lloyd

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Dey Medina, Quality Officer on Mar 18, 2024
Dear Lloyd,Thank you for giving our hotel a good score! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Clarita

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff are very helpful and accommodating.
Stayed 2 nights in Mar 2024
Response from Dey Medina, Quality Officer on Mar 15, 2024
Dear Clarita,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

8/10 Good

Geraldine

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Ambience and the restaurant ms. Although the downside of this Sofitel is that they are always expressing their disappointment when they see that I booked at Expedia! They don’t like that their guests books for third party! I think you should deal and resolve this issue with some hotels. They do benefit from your company anyways and so they should treat your clients the same as those who booked with them directly. Discrimination shouldn’t happen since third party vendors benefits them too. Other than that, my stay went well.
Stayed 1 night in Mar 2024
Response from Dey Medina, Quality Officer on Mar 15, 2024
Dear Geraldine,Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon!Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Zoraida M.

The staff are very courteous and professional,they give service with a smile .
Stayed 2 nights in Mar 2024
Response from Dey Medina, Quality Officer on Mar 15, 2024
Dear Zoraida M.,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Gary

Liked: Amenities
Very slow elevator
Stayed 2 nights in Mar 2024
Response from Dey Medina, Quality Officer on Mar 12, 2024
Dear Gary,Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Josephine

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Great place
Stayed 1 night in Mar 2024
Response from Dey Medina, Quality Officer on Mar 12, 2024
Dear Josephine,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

6/10 Okay

Lani

Travelled with partner
The Spiral buffet which lots of people in the Philippines claim to be very good (& the biggest buffet, so far, in the Phils with diff international cuisine- is NOT of our expectation especially we paid P5K per adult on a Sunday dinner. The seafood just comprised of crab (with shells not even cracked for convenience), shrimp & oyster only. They had steamed fish but in the Korean food section. Not recommendable for those seafood lover as they carry very limited amount of seafood. They have variety of international food but not as good as we expected. We WONT come back here nor recommend to friends & families. In addition, Sofitel is no longer a waterfront hotel coz there’s currently a reclamation project being done by the govt.
Stayed 2 nights in Mar 2024
Response from Nina Noveno, Guest Experience Manager on Mar 11, 2024
Dear Lani,Thank you for taking the time to review your recent experience with us. We appreciate your feedback and we are sorry to hear that your dining experience at the Spiral buffet did not meet your expectations. Your comments have been noted and will be shared with our culinary team for their consideration as we continuously strive to enhance our offerings. We hope that you will give us another opportunity to provide you with a more enjoyable experience in the future.Kind regards,

8/10 Good

Nam

Liked: Cleanliness, staff & service, amenities
The big problem I and all guests who stayed here felt was the very slow elevators. Sometimes, I had to wait 5-10 minutes for my turn, only to finally ascend to my floor. It was terrible, and I’ve never experienced anything like this before. On another note, all the workers seemed very nice and worked very hard, except for some managers who were not helpful at all. They seemed more interested in letting the guests know that they were managers or something. They really need to change that attitude. Additionally, the buffet dinner is expensive; it should include some basic beverages besides just water. Overall, the hotel is nice
Stayed 3 nights in Mar 2024
Response from Dey Medina, Quality Officer on Mar 12, 2024
Dear Nam,Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.Sincerely,Dey MedinaQuality Officer

4/10 Poor

Jose Felicisimo Jr., Diamond Bar

Travelled with partner
Disliked: Staff & service, property conditions & facilities
This hotel is dated and old as compared to the other hotels in Manila. The building needs to get some much-needed renovation and fresh paint. The car valet service stole cash in our vehicle. Beware!
Stayed 2 nights in Feb 2024
Response from Nina Noveno, Guest Experience Manager on Mar 7, 2024
Dear Jose,Thank you for taking the time to share your experience with us. We appreciate your feedback regarding the condition of our hotel. Rest assured that we take measures to address this issue as refurbishment of our rooms is already in place to provide our guests with a better experience. We are deeply sorry to learn about the incident with the car valet service and we will take the appropriate measures to address this matter. We hope that this incident will not deter you from considering our hotel in the future.Kind regards,

10/10 Excellent

Maricel

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was such an amazing experience! We are extremely grateful!
Stayed 1 night in Feb 2024
Response from Dey Medina, Quality Officer on Mar 12, 2024
Dear Maricel,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

2/10 Terrible

Yvette

Disliked: Cleanliness, staff & service, property conditions & facilities
Hallway smells bad. Spiral food is expensive and overrated
Stayed 1 night in Feb 2024
Response from Nina Noveno, Guest Experience Manager on Feb 26, 2024
Dear Yvette,Thank you for sharing your feedback from your recent stay with us. We appreciate your comment and rest assured that action will be taken. We strive to provide great service to our guest and your comfort is our priority.We hope that it will not deter your future stay with us.Kind regards,

8/10 Good

MAY, VAllejo

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Comfy bed and clean room and hot water showers .
Stayed 1 night in Feb 2024
Response from Dey Medina, Quality Officer on Mar 12, 2024
Dear May,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Maya

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Lovely property. The pool is everything. It feels like Club Med. very much French style, they also avoid single use plastics. Super clean. Perfect for families and young ones. Also guests were quiet by the pool.
Stayed 2 nights in Feb 2024
Response from Dey Medina, Quality Officer on Mar 12, 2024
Dear Maya,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

8/10 Good

Arlene

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Spiral buffet has so much options
Stayed 2 nights in Feb 2024
Response from Dey Medina, Quality Officer on Mar 12, 2024
Dear Arlene,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Desnielli Ma Catherine

Stayed 5 nights in Feb 2024

10/10 Excellent

ABNEL, Beaumont

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is amazing. The room is very clean, bed is very comfortable. The Spiral buffet is the best buffet I’ve ever tried in Manila. I would definitely be staying here again.
Stayed 2 nights in Jan 2024
Response from Dey Medina, Quality Officer on Feb 19, 2024
Dear Abnel,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Ethel

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay
Response from Dey Medina, Quality Officer on Feb 19, 2024
Dear Ethel,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Merlito

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Sofitel is a nice hotel for the money, but it’s old and needs improvements, services were a little bit slow, killed a big cockroach in our room it’s family oriented but needs more entertainment for oldies on a vacations, SNAPS a sports bar needs to open at least till 2am, the traffic at the registration area is like the traffic in Manila, Sofitel is nice but it’s boring and old, it needs a nice lobby for guests,, they need to relocate the musicians, so the guests can use the staircase openly and properly, needs to improve the quality of food at SNAPS, needs a small convenient store for guests for their personal necessities, needs to create an access to SEASCAPE, too many trees in the pool area, needs better food at COCOS and a good renovation on the whole pool area, but I still giving you 5 Stars because I had a good rest and great sleep, by the the Spiral Buffet was overwhelming but not memorable, too much food for the price on Valentine’s Dinner with my 15 friends, it’s was only OK, I had better buffet on a lower price, you need to add southern fried chicken and crispy chicken wings like the one they had at SEASCAPE, all of these suggestions and comments is for the betterment of your establishment. Thank You.
Stayed 4 nights in Feb 2024
Response from Dey Medina, Quality Officer on Feb 19, 2024
Dear Merlito,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Wendy, County of Grande Prairie

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Location is a quick "Grab" away from the convention center and shopping. Buffet is amazing with multiple options. Pool area was clean and comfortable. The room did smell slightly musty however it is relatively close to the sea.
Stayed 3 nights in Feb 2024
Response from Dey Medina, Quality Officer on Feb 19, 2024
Dear Wendy,Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon!Sincerely,Dey MedinaQuality Officer

2/10 Terrible

Ferdinand, La crescenra

Disliked: Cleanliness, staff & service
Stayed 4 nights in Feb 2024
Response from Dey Medina, Quality Officer on Feb 15, 2024
Dear Ferdinand,Thank you for taking the time to give us your feedback. Based on your score, we failed to provide you with an excellent service. Should you wish to share a little more about your stay, please do not hesitate to reach out.We hope to see you again.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Stephanie

Stayed 1 night in Feb 2024

8/10 Good

Danica

Travelled with family and small children
Liked: Cleanliness
Came here for a family vacation with our 5 year old daughter. The outdoor pool area was a hit for her! The water was freezing cold for me regardless of how hot it was outside. Property is well maintained. We ate at Spiral, Cocos, and Le Bar. Food was good and comparable to what I would expect at an American 5 star hotel ($$$$). The biggest downside is how LOUD it gets at night. We came during Lunar New Year where I could hear barking dogs, loud neighbors, and the fireworks. Needless to say they could use some sound proofing. I would only stay here again if my daughter is coming with.
Stayed 4 nights in Feb 2024
Response from Dey Medina, Quality Officer on Feb 15, 2024
Dear Danica,Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Johnny

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It retained the resort like atmosphere and facilities.
Stayed 5 nights in Feb 2024
Response from Dey Medina, Quality Officer on Feb 15, 2024
Dear Johnny,Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon!Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Keith

Liked: Cleanliness, staff & service, property conditions & facilities
The only issue I had with the property is a cup of coffee at the cafe in the morning was almost $7.00 us and no refills. I guess it makes sense to get the breakfast buffet at $20 per person if you are a morning person.
Stayed 3 nights in Feb 2024
Response from Dey Medina, Quality Officer on Feb 15, 2024
Dear Keith,Thank you for taking the time to share your feedback. We hope to welcome you back to our hotel very soon!Sincerely,Dey MedinaQuality Officer

8/10 Good

jacqueline

Travelled with family
Liked: Cleanliness, staff & service
Need to maintain good landscaping in front
Stayed 1 night in Feb 2024
Response from Dey Medina, Quality Officer on Feb 15, 2024
Dear Jacqueline,Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.Sincerely,Dey MedinaQuality Officer

8/10 Good

May

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is helpful and friendly. They are professionals. The hotel is clean and beautiful. The pool is nice. Except for the ongoing reformation on the Bay Area, it would have been a perfect hotel and stay.
Stayed 3 nights in Feb 2024
Response from Dey Medina, Quality Officer on Feb 15, 2024
Dear May,Thank you for taking the time to share your feedback. We hope that the project outside the hotel's premises will not mar your impression of Sofitel Philippine Plaza Manila and will not deter you from coming back.Sincerely,Dey MedinaQuality Officer

8/10 Good

Rachel

Liked: Staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Dey Medina, Quality Officer on Feb 15, 2024
Dear Rachel,Thank you for giving our hotel a good score! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Kristel C.

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent!
Stayed 2 nights in Dec 2023
Response from Dey Medina, Quality Officer on Feb 2, 2024
Dear Kristel C.,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

8/10 Good

Rishika

Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel
Stayed 1 night in Jan 2024
Response from Dey Medina, Quality Officer on Feb 2, 2024
Dear Rishika,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

6/10 Okay

eileen

Liked: Cleanliness
Used to have the best view, now its gone
Stayed 1 night in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Eileen,Thank you for taking the time to share your feedback. We hope that the government's project outside the hotel's premises will not mar your impression to Sofitel Philippine Plaza Manila and will not deter you from coming back.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Efren

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff are wonderful they go above and beyond to help anyone. I definitely going back to this property when time allows.
Stayed 4 nights in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Efren,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

8/10 Good

Joeana

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoyed staying here for 3 nights. Check in was fine and was upgraded to a different room as the one we were requesting was not available. However, there were construction noise from the next room or across and was very loud. We loved the food though and the cleanliness overall. One thing i would suggest is for this 5 star hotel to have more wheelchairs available for rent as my mom needed one and they only had 1 available for rent.
Stayed 3 nights in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Joeana,Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Larry

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Sofitel Hotel is truly a 5 star Hotel that focuses in making sure their customers are fully satisfied during their stay. The place is immaculate, beautifully designed with outstanding employees. Will absolutely come back and tell our friends and family.
Stayed 5 nights in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Larry,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Andrew

Liked: Cleanliness, staff & service, property conditions & facilities
Great as advertised
Stayed 2 nights in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Andrew,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Hebron

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Spiral buffet was great. Staff and service both for the hotel and dining are amazing.
Stayed 1 night in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Hebron,Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Desnielli Ma Catherine

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Desnielli Ma Catherine,Thank you for giving our hotel a good score! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

6/10 Okay

Clare

Travelled with partner
Liked: Amenities
The property is beautiful in the common areas but the rooms are falling apart and in need of a remodel. Our patio door was rusted and wouldn’t close. The bathroom tap nozzle spun when you turned the water on. The carpet is old and dated. On the plus side it was the most amazing breakfast buffet I have ever seen in my life. The gym and spa are awesome. The pool area needs a renovation. The restaurants are over priced but very nice.
Stayed 1 night in Jan 2024
Response from Nina Noveno, Guest Experience Manager on Jan 22, 2024
Dear Clare,Thank you for taking the time to review your stay at Sofitel Philippine Plaza Manila. We appreciate your kind words about our beautiful common areas and the amazing breakfast buffet. It delights us to hear that you enjoyed our gym and spa as well as the restaurants.However, we apologize for the issues you encountered with the condition of your room. Your feedback regarding the patio door, bathroom tap nozzle, and carpet have been duly noted. Rest assured that we take measures to address such concerns and are continuously working on refurbishing our rooms to provide a better experience for our guests.Regarding the pool area, we appreciate your suggestion for renovation and will take it into consideration as we strive to continuously improve the quality of our facilities.Once again, we thank you for your valuable feedback and hope to have the opportunity to welcome you back in the future.Kind regards,

10/10 Excellent

Ray

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Ray,Thank you for giving our hotel a good score! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

8/10 Good

Helenabeth, Happy Valley

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Jan 2024
Response from Dey Medina, Quality Officer on Jan 29, 2024
Dear Helenabeth,Thank you for giving our hotel a good score! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

8/10 Good

Louis

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Dey Medina, Quality Officer on Jan 19, 2024
Dear Louis,Thank you for giving our hotel a good score! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

10/10 Excellent

Marie

Stayed 1 night in Jan 2024
Response from Dey Medina, Quality Officer on Jan 19, 2024
Dear Marie,Thank you for giving our hotel a good score! We are glad that you enjoyed your stay and hope to see you again very soon.Sincerely,Dey MedinaQuality Officer

2/10 Terrible

Craig

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
We were quite disappointed with the service here. This was a planned special stay. Things went sideways when we were dropped off, we could not get any assistance with our bags into the hotel. We ended up bringing them in ourselves. Once in, we waited in the check in line for 30 minutes. On two occasions the check in staff took guests that were behind us in the queue and checked them in ahead of us. This was a total surprise and delayed our check in process. The check out desk was completely empty and I thought they could check us in since they were bringing people from behind us into check in. Once we reached the reception check in counter the staff person was on the rude side, then quickly demanded we put another 10,000 PP on the tab for incidentals, now I know that this can be typical, but the manner in which it was delivered was surprising. The room was fairly nice, but definitely not worth the price that we were paying. It was a bit run down. We were excited about the buffet, which we had heard a lot about. The next morning we went there at about 9am. The buffet is over at 10am. I would suggest getting there much earlier as they run out of a lot of the food. It is not a serve yourself buffet so you will have to wait in a queue for most of the food lines. We were reminded 3 times that the buffet was closing and hinting we needed to leave. The Duty Mngr Emily promised to comp us on the breakfast, but this did not even happen. It was such a bad experience.
Stayed 2 nights in Jan 2024
Response from Dey Medina, Quality Officer on Feb 2, 2024
Dear Craig,Thank you for taking the time to share your feedback. While I wish you had a better experience, it is feedback like this that we learn from and use to improve. We work hard to deliver an exceptional guest experience, and it's apparent in this case that we fell short. If you give us a chance to earn back your trust, I can assure you that we will do our best to give you the great hotel experience that so many of our guests have grown so fond of.Sincerely,Dey MedinaQuality Officer

2/10 Terrible

Melchor, New York

Disliked: Cleanliness, staff & service, property conditions & facilities
The price and over-all experience was just average. The 5-star rating felt more like a 4-star level at the most. The rooms need major renovations/upgrading. The lobby music and the lobby scent was over-powering. We had an incident in one of our rooms but unfortunately they never showed us any security footage and that we only had to rely on their verbal statement which was quite odd given that it took them an hour to review it themselves for a 3-hour window of footage.
Stayed 2 nights in Jan 2024
Response from Nina Noveno Guest Experience Manager on Jan 25, 2024
Dear Melchor,Thank you for taking the time to share your experience with us. We are sorry to hear that our service fell short of your expectations. Every guest who passes through our doors is valued and we always want them to feel truly welcomed in our hotel. We are proud of this philosophy and apologize if it wasn’t met in your case due to any miscommunication or misunderstanding that may have occurred.Kind regards,