There are many reasons not to stay at the hotel.
First none of the taxi drivers knew how to find it. When we arrived at the airport our taxi driver said he knew where it was but after driving for over an hour and asking at least 10 policemen, tricycle drivers and other taxis we finally found it ourselves! This continued to happen any time we got in a cab with the business card of the hotel!
Secondly the rooms are tiny! If you are a business traveler there is no where to work and if you are a tourist the bathrooms and closet are so small that you cannot possibly store your things.
Thirdly the customer service is terrible! The front desk would only accept cash for the room and you had to pay upfront before every night you stay here. Also, there are no elevators and the staircase is very difficult to maneuver with suitcases.
There are many other options in Manila that are easier to find, better rooms and that you can use a credit card to pay for your room!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
We would like to thank debbythec for staying with us, and we are sorry her stay did not meet her expectations.
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We work very hard to make sure Hotel Durban remains fresh, clean, and up-to-date, which means that there may occasionally be a project of some significance underway. When the reviewer came to stay with us, we were in the process of renovating the façade of the hotel. This included concrete and structural work, as well as updating the street presence of the hotel and fresh paint, which caused our building to go without its main sign for two weeks. However, there were two additional smaller signs remaining. Our main signage is now back up.
Hotel Durban is a small, low-profile hotel, without the name recognition of some of the internationally marketed hotels, or our high-rise competitors in the neighborhood. We are located in just outside the Central Business District and alongside other major high-rise hotels. Sadly, however, Manila’s taxi drivers rarely admit to not knowing where someplace is; worse still, they are notorious for finding any excuse to increase the size of a taxi fare.
To make finding us easier, we provide a number of different services. First, we provide airport pick-up in our luxury SUV for only P2,500 or about USD 57, comparable to similar private services in the market. Let us know your flight number and arrival time, and we will be at the airport waiting for you. Our driver will be waiting in the designated pick-up area just outside customs. He will have a sign with your name on it, ready to help you with your bags, and ease your drive to the hotel. Inside the SUV we provide complimentary cold drinks, cold towels, and better air conditioning than any taxi you’ll hire.
For those who feel more comfortable venturing into the city on their own, there is a map of our location on our TripAdvisor page, as well as on our website, directly linked to at the top of this page. Our website also offers a larger, downloadable map with more detail, ready for printing. These maps can be given to your taxi driver to more clearly explain where we are located. Should guests need additional directions, they can easily contact our front desk by phone, text or email, and we will gladly help out in any way.
Hotel Durban is first and foremost a value-oriented hotel. This fact informs every choice we make, so that we can protect our guests’ needs. Our most expensive rooms are less expensive than the discounted rates of most of our neighborhood competitors and all of the internationally marketed hotels. Our rates also include all taxes, fees, and surcharges, and we do not charge extra per-person occupancy, which is common among mid-tier hotels. Since do not partner with third-party booking sites, which charge high fees, we convey those savings to our guests.
Our drive to keep costs low speaks to why we do not accept credit cards. While credit cards are a great convenience to travelers, they are also a tremendous expense. Every business must apply its standards evenly and consistently, and we believe we did that in this case. We believe that staff politely informing guests that credit cards are not accepted does not constitute terrible customer service, and we consider the reviewer’s estimation unfair.
For us to accept credit cards would increase our room rates by around 10% across the board per room-night because of additional transaction and accounting costs. Transaction fees paid to credit card companies is money guests can’t spend on meals and entertainment. By only accepting cash, we pass the savings directly to you. The result is that guests must keep their account with us up to date in order to keep our risks of loss down. But no fewer than 10 ATMs are close-by – two located across the street at major banks that provide 24-hour security.
We offer a range of room sizes, from our small, single-occupancy Pullmans to our Deluxe Superior Suite, which includes a full size sofa and armchair in over 30 sqm. For guests with particular expectations, they need only discuss their requirements with our staff so that they may be placed where they will be most comfortable. If a guest is displeased with their room in any way, we always make an effort to relocate them to more suitable quarters, depending on availability. Our records show that during the reviewer’s stay there were no special requests to be transferred or more comfortably accommodated.
Our bathrooms are designed for maximum efficiency, with glass-cubicle showers and full-sized toilets. In the coming week we will be upgrading our toiletries to include liquid soap and shampoo dispensers in the shower and another by the sink. Our closets are designed to accommodate the belongings of a couple traveling for a week, which is the average length of our guest stays.
While it is true we have no elevator – a fact stated on our website and as part of the signature on all our emails and reservation confirmations – we make sure no guest ever carries their own luggage. Upon check-in, our porters escort the guest to their room. Upon check-out, guests only need to call down and tell us they are ready, and we will do all of the heavy lifting.
At Hotel Durban, we believe that guests deserve a distinctive and pleasant experience. While we are a small hotel, we don’t just aim to bring a good value to our guests: we strive to be one of the more meaningful ones in a city with many options. We work to provide an extremely clean, meticulous, and restful stay. We believe our TripAdvisor ranking justifies and reflects our choices. Come and experience us for yourself. In the meantime, safe travels.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.