The location is outstanding, across the street from the Glorietta malls and the SM shopping complex right in the heart of Makati, the financial and business district of the Philippines. The customer service (after check-in) is above average, and very good in opinion. The people who work here, who are interacting with guests are top notch and go above and beyond the call of duty to make you feel welcomed. The hotel lobby is quite posh and attractive, as are the foyers and hallways leading to the guest rooms. The elevators are nice and very fast. The bathrooms are very nice, with quick hot water for the bathtub and good shampoos, gels, lotions, etc., are provided. The furnishings in the rooms are average for hotel in this class, but in good overall condition (though other serious problems exist with the rooms as discussed below). The food from room service is also average to slightly above average. The security is VERY TIGHT, but you have to put it into context. Both the Ascott (formerly the Oakwood) and the Peninsula Hotels in Makati have been previously seized by hostile military rebels in 2003 and 2007 respectively. For more information, look up the Oakwood Mutiny and the Manila Peninsula Rebellion on Wikipedia. The security is tight, but for good reason since these hotels in Makati have been the targets of coup attempts by rogue military forces in the past.
(See the video in the video section)
The Check-in Process
I booked a room at the ICH over two weeks in advance of my arrival date. I am a Priority Club platinum member who spends around 6 – 12 weeks a year in IHC group hotels. When I arrived at the front desk after 28 hours of travel from Florida, I was told that the king room I had reserved was “unavailable.” I asked why, and was told “due to high occupancy.” I was given a room with two double beds and told that I would be moved to a king room in two days. Platinum members are supposed to get guaranteed room availability when reservations are made at least 72 hours in advance, and your room keys are supposed to be ready for you when you arrive at the hotel. Neither of these benefits was honored. So, in short, my platinum membership status, all those thousands of dollars I’ve spent with this company through the years, doesn’t count at this hotel. PC Platinum members get the leftovers at the Intercontinental in Makati – hey, thanks for your business!
The Noisiest Room in Manila
When I was finally moved to the king room, I was shocked at the noise. The street noise, traffic, blaring horns, sputtering engines and barking dogs is clearly heard day and night. I finally turned the radio on and tuned it in between two channels hoping the white noise would mask the constant and quite annoying sound of the traffic from the intersection some 10 stories below. It helped, but wasn’t perfect. This is by far the most serious problem affecting this hotel. A quiet place to sleep is a hotel fundamental and the Intercontinental in Makati gets an F in this category. You can have a nice lobby, good location, and nice people, but if you can’t sleep well, none of that other stuff matters.
The Closet Door from Hell
Opening the closet in the room is a lot like wrestling with a bear. The door is broken to the point that it no longer slides on the tracks, but just sort of sits there on floor, and you have to physically lift it and move it to get into the right side of the closet. To avoid dealing with it, I just use half of the closet.
Dirty Air Vent
The air vent in the room was moderately dirty. This may not be a huge deal to some people, but it’s a pet peeve of mine.
This hotel is full of potential, but doesn’t meet the mark due to its failure to meet its commitments to loyal customers and problematic guest room facilities. This is a high-end, five-star hotel with a high-end, five-star price tag. I don’t mind paying a higher rate, but I do expect a higher level service. In this context, broken reward program promises, noisy rooms, junky clunky closet doors, and dirty air vents are simply not acceptable for a hotel in this class. Somewhere along the way this team lost a very important skill in the hotel industry—attention to detail. The company that owns the IHC brand can afford to sound-proof the rooms; they just haven’t chose to complete the work—shame on them. When guests check out, someone should check the rooms for cleanliness and failures with the amenities, such as the closet door. It’s pretty obvious this is not happening with regularity. Last, but not least, when this hotel realizes that one of its most loyal customers will be checking in, they should make certain they keep their promises and provide the services promised to the members of its reward program. Dishing out the leftovers to platinum members is unacceptable.
I have a lot of faith in this company, and know that they can do better than this... FIX THIS HOTEL!
- Official Description (provided by the hotel):
- Designed by National Artist Leandro Locsin, InterContinental Manila is a symbol of pride in the Philippines' premier financial and commercial hub-Makati City. The hotel is across the Greenbelt and Glorietta shopping and entertainment districts and is easily accessible from Ninoy Aquino International Airport. Our 332 guestrooms and suites boast every comfort for an enjoyable and unforgettable visit. The latest technology including in-room high speed Internet access and Wi-Fi in public spaces is sure to please business or leisure travellers. For guests looking for extra space and added comfort, our Club InterContinental rooms are available and offer special privileges such as a Club Lounge for private check-in and check-out, sumptuous breakfast, afternoon tea service, evening cocktails and a selection of international newspapers and magazines. The Club InterContinental Lounge at the top floor offers a breathtaking view of Makati and the nearby Bonifacio Global City. InterContinental Manila offers one of the largest conference and meeting facilities in the city and has a well-established reputation for delivering the highest standards of excellence. ... more less
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- Also Known As:
- Intercontinental Manila Hotel Makati
- Intercontinental Hotel Manila
- Intercontinental Hotel Makati
- Intercon Manila
- InterContinental Manila Makati, Metro Manila