Makati Shangri-la Manila

The location made getting around easy, with the mall, designer stores, Ayala museum, and restaurants all within walking distance. The lobby is beautiful, and I felt safe during our stay with my husband and son. Guest services handled every call efficiently and professionally, and the bed was comfortable. The pillows, sheets, and blankets looked and felt clean. The rooms felt dated, though, and the carpet looked old. The bathroom was mostly clean, but both the shower and toilet needed updating. The laundry service was ridiculously expensive for a suite we’d already paid so much for. Next time we’re in Manila, we won’t stay here.

The smooth check-in and friendly staff at the lobby and poolside got things off to a good start. Everyone greeted us with a smile. We had a Deluxe King, room 1911. The design was nice and the bed comfortable, and we liked the fluffy bathrobes and towels. There were issues in the bathroom: the showerhead couldn’t be adjusted and didn’t give a spray or rain-style flow. The first water from the bathtub faucet was brownish yellow. It cleared eventually, but we chose not to use it. One clothes hook was loose. At Circles, they checked our breakfast reservation using the room key card, which impressed us, and seating was quick. There were lots of choices, including vegetarian food, and we loved the frozen yogurt. But many stations had no sauce dishes for condiments. There were no mugs, and when we asked for a teaspoon or smaller spoon for the ice cream, we were told there weren’t any. We also noticed the waitstaff seemed more accommodating to foreigners than Filipinos. They brought us to our table and left it at that, while guests at the next table were offered coffee or water and told to call if they needed anything. The pool view was nice, but when we swam around 9pm, there were leaves and other unknown material on the floor. Checkout is at 12pm. We were told an extension to 4pm would cost 5k, and when we asked for 1 or 2pm instead, they said they were fully booked. For a hotel that’s meant to be five-star, it fell short. I probably wouldn’t pick it again over the other hotels nearby.

The biggest disappointment came after we checked out. We got a bill for Php 1,007.54 in minibar charges, even though we hadn’t used anything from the minibar. It seemed to have been sent without proper verification. Mistakes happen, but post-stay billing needs more care and confirmation before charges are passed on. Getting an unverified bill after an otherwise pleasant stay felt rude and upsetting. I hope the hotel reviews this properly and removes the disputed charges from our folio. They should also strengthen checks on minibar and other incidental charges so this doesn’t happen to future guests. There were some problems during the stay too. We had upgraded to a Horizon Deluxe Twin, but the linens and pillows smelled unpleasant. When I asked to move rooms, Duty Manager Katrina Blanco handled my concern professionally and helped make sure we were still comfortable. We also had some very good service. Breakfast at the Horizon Club was especially memorable thanks to Julius, who was warm, attentive, professional, and genuinely welcoming. His effort and Katrina Blanco’s assistance showed real hospitality. I hope that same care extends to checking guest accounts.

What made our stay stand out was the service. The concierge and staff were attentive from beginning to end, anticipating what we needed. The Horizon Lounge team deserves a special mention for the drinks and snacks, and for going out of their way to help my wife sort out an issue with a nearby retail store. They were warm and thoughtful throughout. Our room at Shangri-La Makati was beautiful, spacious, and very well appointed, just what you’d expect from a hotel of this caliber. A lovely room is one thing, but the genuine care that made us feel looked after was just as strong here. The hotel lived up to its reputation. We’ll be back on our next Manila visit, and I’d recommend it without reservation.