Holiday Inn & Suites Manila Galleria by IHG

Having a room with two king beds was a big reason we chose this hotel. Many places in Manila seem to have two single beds, two doubles, or one king, but this room worked great for the three of us, including our teen daughter. The room looked more dated than the pictures, but it was very clean and well kept, and the beds were comfortable. We had a great stay. Breakfast buffet was amazing, with a nice mix of American and Asian dishes, and I loved trying so many new things. The servers were great too. Laundry service was affordable and excellent, and they even repaired a rip in my sleeve. The hotel connects to a mall, which was convenient for food and entertainment. It has stores and places to eat, plus a kids' playground, an RC car track, ping pong tables and more. It rained the whole time, so we didn't use the pool. Did I mention the buffet was amazing?

After our long journey, my mom and I were so glad we chose this hotel. The lobby has a refreshing scent that greets you as soon as you walk in, and it was lovely to notice it each time. Staff are kind, sweet and very helpful. The branch seems well managed. We ordered food from the kitchen our first night and it was great, and we loved breakfast too. The hotel is attached to a mall, which is really convenient. 10/10 recommend! They also left us a sweet little welcome greeting. See the photo attached.

C/o: Karlyn Ann Bonnevie. Holiday In Manila Galleria I'm disappointed by how my complaint was handled and by the lack of empathy and equal treatment. Upper management should have taken a more objective, accountable, brand-aligned approach. The first reply felt like a standard hotel email template, with no basic apology or real recognition of what I had raised or how the experience affected me. It left me feeling that no one had properly reviewed or understood my situation. A considerable amount of time has passed since I left, and I still haven't received a call, explanation, or formal feedback on the investigation's outcome. That lack of follow-through and meaningful communication reflects a serious lapse in guest relations and complaint handling. I also got the strong impression that my complaint may not have been taken as seriously because my stay was booked at a friends-and-family rate. Whatever rate I paid, I was still a paying guest and should have received proper service, respect, fair treatment and effective service recovery. Discounted or promotional pricing shouldn't take away those rights. Treating guests differently on that basis would go against standard hospitality practices and undermine the brand. No compensation, goodwill gesture, or corrective action was offered for the inconvenience and dissatisfaction I experienced. That only reinforced my impression that my concerns were disregarded rather than reviewed objectively. I formally request a written explanation of the investigation's findings and outcome, clarification of the complaint-handling policy for guests on discounted rates, and appropriate compensation or corrective action in line with brand service recovery standards. I expect the matter to receive a fair, serious and empathetic review, and a formal response within a reasonable timeframe.

Cris, Shai and Jeff at Summit Lounge were great, and the food was good. The front desk staff and manager did apologize, but it didn't feel sincere. My wife's birthday was the reason for our stay, and we picked this hotel because we'd had a great experience at another IHG hotel. Unfortunately, this was our first bad experience with one. We were given misinformation about the fee to upgrade to a suite. Then we got a second key card, went into the room and found it was still a mess, even though the system marked it as clean. We had to wait several hours for a proper, clean room. We were expecting guests, so the delay was a hassle. It seemed like they ignored how my wife felt and just said sorry without meaning it. What should have been a happy birthday was ruined. We were supposed to book another stay for May and June, but changed our minds because of this.