Hotel H2O

My son really enjoyed the stay, and we’ll definitely come back. We booked a bay deluxe room for 2 nights. The staff were all friendly and approachable, and housekeeping was superb. There was an issue with the mini fridge and safety deposit box when we arrived, but both were fixed within less than 10 minutes after we reported them. It was handy to be able to order grab for food, and there was a water dispenser near our room.

The hotel has a great concept and a location beside Manila Ocean Park, but our experience at Hotel H2O Manila was nowhere near the advertised standard or the roughly ₱15,500 per night price. Based on the similar complaints I found in earlier reviews, these problems seem to have been raised months ago. The hotel had replied that it would address them, but we ran into the same issues. We brought our concerns to the front desk during our stay to give them a chance to fix things. They offered complimentary breakfast the next morning, which we appreciated, but the cleanliness, maintenance, and service problems remained unresolved. We hope management takes this seriously and makes improvements. At this rate, guests reasonably expect better cleanliness, upkeep, and service. Our room had a cockroach, which raised concerns about sanitation and pest control. There was no hot water, either. We were traveling with our 1-year-old baby, who had just come from the pool and needed a warm shower. Because of the missing hot water, our baby had to wait almost an hour after getting out of the pool to take one, cold and wet. A 4-star property shouldn't have that kind of basic facility failure. The room also wasn't set up for the five guests we booked for. There was only one blanket when we arrived. We asked for more four times, but as of 10:36 PM they still hadn't been delivered. There wasn't any cutlery, not even disposable utensils, and with no room service available, we had nothing to eat with after ordering food from outside. When we tried to escalate this, the front desk said no manager was on duty. We also asked whether the hotel could show or identify its permits or certifications, specially for sanitation, but the staff couldn't give us any information. At about ₱15,500 a night, guests should be able to expect proper facilities, cleanliness, and professional service.

The aquarium taking up a whole wall was lovely, with different fish swimming back and forward. It made the room very relaxing. The TV was another story. It looked more like a computer monitor, didn't face the bed or any seating, couldn't be moved, and didn't work. My calls to the front desk and hotel operator got no answer. At check-in, they said to report issues using their what'sapp number. Eventually someone replied that a person would come look at the TV, but no one ever showed up. The hallways were filled with an overly loud, raucous cacophony, which was anything but relaxing. The mini fridge was completely empty, so what was the point? The bar was shut for renovation, and there was nowhere else in the hotel to get a drink. For the prices they charge, that's completely unaccpetable. It looks like the renovations will take quite some time, so if you're staying within the next 6 months, better BYOB !

The ocean view is really nice, and the staff and front desk team were kind and helpful. But the place doesn't seem well maintained, and I hope it improves. There's ongoing construction, which may be for renovations. The carpeted hallway is old and smells unpleasant. It's also narrow enough that you can easily bump into someone while housekeeping is cleaning rooms. Our room was okay, though it had few amenities and only a few tissues. There was a lot of noise, especially at night. It's also so hard to call, and they don't answer phones.