Sheraton Manila Hotel at Newport World Resorts

After an incredible month traveling around the Philippines, we spent one night at the Sheraton Manila before a long international flight, hoping for the service and standards you'd expect at that price and reputation. The room was very nice. Everything else was a disaster. My partner and I ate the same breakfast, except he had some raw salmon. About two hours later he started vomiting repeatedly and became violently ill. It was clearly food poisoning from breakfast. With our flight later that evening, I asked reception whether he could use a room for a few hours to lie down and recover. He was extremely sick and physically couldn't sit in public areas. The receptionist seemed understanding, but after speaking with the manager, they said there were “no rooms available” and suggested he lie on a sunbed by the pool instead. A guest likely made sick by the breakfast was vomiting nonstop, and the solution was to send him to the pool. For a hotel charging premium prices and calling itself luxury, the lack of responsibility, empathy and professionalism was shocking. The food quality likely made my partner seriously ill, and management showed no willingness to help: no temporary room, alternative, assistance, gesture, nothing. By the time we reached the airport he was still vomiting so badly that he got sick between security checkpoints. It was humiliating and stressful, and completely avoidable if the hotel had shown even the slightest care. Luxury means safety, accountability and basic decency when things go wrong, as well as nice rooms and fancy lobbies. This was unacceptable and frankly embarrassing for a hotel with the Sheraton name.

The Sheraton Club Lounge team deserves special thanks for their professionalism, attentiveness and warm hospitality. From arrival to departure, my stay was excellent and truly commendable, and the staff's consistent care made it comfortable and memorable. As a Marriott Bonvoy member, I genuinely felt valued and well looked after. My check-in date was December 26, 2025. I'm grateful to the whole team, especially everyone at the lounge, for maintaining such a high standard. Their dedication is appreciated. Please keep up the great work. I look forward to returning. -S. Lao

The staff made us feel so welcome, and the generosity around our late checkout meant a lot. I emailed Ms. Jenna about the request, and she kindly let us extend our stay since my daughter and I had a 7 PM flight. We left feeling well cared for and grateful, and I'll definitely stay here again. I booked three days and two nights for the last few days of our Philippines trip, and it turned out to be one of the best decisions. We could slow down, relax and enjoy those final moments. Assistant Manager Jens was so kind and accommodating at check-in. We also appreciated Ms. Hanna and Mr. Chan in the lobby, Mr. Gerald helping with our luggage, Mr. Serge at Freestyle Bar, and Chef Reywill and Mr. Mel at S Kitchen. Everyone we met was lovely.

We booked an Executive Double Room with Pool View and Club Lounge access for a birthday staycation. I hoped for a small surprise or note, especially since I'm with Marriott Bonvoy and they have my information, but there was nothing. I took it as this hotel being more business-like, since many reviews say it's geared toward business stays. The bed was so comfortable, with smooth sheets, and I loved the wooden scent in the surprisingly spacious room. My friends couldn't stop commenting on the space, and I spent most of the stay lying in bed unless we were at the pool or lounge. The wide hallways also looked pleasant compared with the narrow ones in newer hotels. Our room was on the same level as the club lounge, so it was easy to pop over for refreshments. Check-in was quick, and we got an hour of late checkout, then another extension until 2pm the next day. The lounge kept us full with endless food and drinks. It was frustrating, though, how long staff took to clear messy tables. After 9pm the executive lounge was empty, with tables covered in water bottles and used plates and utensils. The coffee machine needed a filter replacement, and there was no staff around, so I called reception for help. The hotel seemed understaffed during our stay. Getting someone to fix the TV took 45 minutes, and by then we were sleepy. Requests for water and a laundry bag also took a long time. The slow service and untidy lounge were offputting for a major hotel brand associated with luxury. I was also concerned by all the single-use plastic items, including bottled water and toothbrushes. Sheraton/Marriott still doesn't seem to follow sustainability practices. Since Marriott operates so many hotels globally, adopting sustainable practices could move things closer to the UNSDG goals. Other hotels have done their part. I hope the Marriott brand does too, or I'll consider moving my loyalty to Ascott or another brand that helps the planet.