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“Very noisy room, broken closet door, and dirty air vent.” 3 of 5 stars
Review of InterContinental Manila

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InterContinental Manila
4.5 of 5 Hotel   |   1 Ayala Avenue | Ayala Center, Makati, Luzon 1226, Philippines   |  
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Ranked #23 of 72 Hotels in Makati
Deltona, Florida
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 3 cities Reviews in 3 cities
20 helpful votes 20 helpful votes
“Very noisy room, broken closet door, and dirty air vent.”
3 of 5 stars Reviewed October 9, 2010

The Pros
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.

The Cons
(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.

Summary
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!

  • Stayed October 2010, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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Perth, Australia
Senior Contributor
35 reviews 35 reviews
26 hotel reviews
Reviews in 25 cities Reviews in 25 cities
69 helpful votes 69 helpful votes
5 of 5 stars Reviewed September 30, 2010

I stayed at the Intercon Makati for 4 nights with 2 friends. Initial impressions were very favourable: great location opposite some high end malls, great security (even a lovely sniffer dog) and an impressive foyer.

The staff at checkin were attentive and quick, which became our experience throughout our stay. Friendly, always ready with a smile and very likeable.

Each of us had a standard room on a high floor, which were immaculately clean, very comfortable bed and nice & quiet against the Manila traffic. The bathrooms are fairly small and showing their age - it would have been an expensive marble fitout maybe 10 years ago but looking a little faded now.

My safe was not big enough for my laptop, and was not screwed into its cabinet, so anyone could have walked off with it. I called reception and a manager came to look within 5 minutes. He apologised profusely, shook my hand and promised that it would be fixed in the morning. I was a little sceptical, but the next morning sure enough the engineers arrived and it was done in a few minutes.

Later in the stay a very noisy neighbour arrived, who seemed to spend 20 hours per day shouting at his wife. When he woke me at 6am I decided enough was enough so called reception. They sent security up promptly (these guys looked like you would not want to mess with them) and the problem fixed itself. On checkout the next day the duty manager recognised me, shook my hand and apologised once more.

Breakfast had a distinctly Filipino feel - not the best I've had but very OK. The nightclub in the hotel grounds (very soundproofed) was supurb.

The pool area is really nice, with some of the comfiest sun loungers I have ever paid on.

I have to say that despite the slightly tatty bathrooms the wonderful, warm, efficient service made the stay an absolute pleasure. Recommended.

  • Stayed September 2010, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Cotabato City, Philippines
Senior Contributor
22 reviews 22 reviews
17 hotel reviews
Reviews in 13 cities Reviews in 13 cities
26 helpful votes 26 helpful votes
4 of 5 stars Reviewed September 18, 2010

Before I booked, I checked their website to make sure they have Guest Self-Laundry, and they have it...according to their website. In reality, they don't have it. No problem, but I suggest they correct their website so travelers can plan accordingly. Service is great, except for one lady in the reception who is not as friendly & polite as the others. I hope they have more than one sniffing dog, the yellow labrador is getting old and looks tired.

Stayed September 2010, traveled as a couple
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Petaling Jaya, Malaysia
Contributor
12 reviews 12 reviews
12 hotel reviews
Reviews in 10 cities Reviews in 10 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed September 18, 2010

Booked a standard room, and was upgraded to a Junior Suite without Club access. Quick and friendly checkin, had a good view of the pool. Room was large, quite standard of any Intercontinental. Good work space, Internet access was very good (wired only unfortunately), there was no pay TV but you could get a DVD player. Very generous with replenishing water. Pool was good (6am-8pm), the health center was run by Gold's Gym and not the hotel, which seemed rather odd.

There's a club (ICON) nearby the poolside - they do enforce a strict dress code, so better be wearing shoes (entry is free). Didn't seem popular during the weekdays, and everything there had to be transacted in cash (credit cards above 1000PHP).

Good stay overall. Nearby to Glorietta.

  • Stayed September 2010, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Senior Contributor
31 reviews 31 reviews
29 hotel reviews
Reviews in 22 cities Reviews in 22 cities
105 helpful votes 105 helpful votes
4 of 5 stars Reviewed September 17, 2010

We stayed at the Intercon two times during our first ever trip to the Philippines, the first to Asia for that matter. The rooms were very nice, a step above what I've experienced in Marriott/Hilton travel.

The hotel is in a very nice area of Manila, with an exceptional fitness facility (Gold Gym Express) for a hotel. We found the staff to be so kind and welcoming. The Intercon is located near a large shopping district. We found it helpful to walk across the street to the Shoemart grocery for bottled water, snacks, etc. The hotel staff to security very seriously.

Only cons - The beds were not comfortable, some bursts of exceptionally hot water in the showers and no flat screens.

We dined in the Jeepney restaurant, in the lounge area and outside by the pool. All were great; the Jeepney restaurant served a wide variety of food.

The hotel served as a great first place to stay for us.

  • Stayed August 2010, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Kosice, Slovakia
2 reviews
Reviews in 2 cities Reviews in 2 cities
5 of 5 stars Reviewed August 1, 2010

great hotel, with very comfortable rooms and beautiful view,

Stayed April 2007, traveled on business
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Kuala Lumpur, Malaysia
Top Contributor
160 reviews 160 reviews
72 hotel reviews
Reviews in 56 cities Reviews in 56 cities
233 helpful votes 233 helpful votes
4 of 5 stars Reviewed July 27, 2010

This hotel has a great location, being right next to the heart of the shopping belt, and to offices around the Makati area.

The rooms are clean and comfortable, with all the trappings you would expect for a business traveler.

The only thing I didn't quite expect was their fitness center - which is really a Gold's Gym (a chain gym) running within the hotel lobby. I didn't enjoy queueing up for my turn at the treadmill, and there wasn't any shower or locker facilities within it (perhaps due to ongoing renovation). This to me was a minus point.

  • Stayed May 2010, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about InterContinental Manila

Address: 1 Ayala Avenue | Ayala Center, Makati, Luzon 1226, Philippines
Phone Number:
Location: Philippines > Luzon > Metro Manila > Makati
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#10 Business Hotel in Makati
#11 Spa Hotel in Makati
#11 Luxury Hotel in Makati
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — InterContinental Manila 4.5*
Number of rooms: 332
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

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