I just completed a two week stay at Edsa Shangri-La on a business trip, and must say it was a pleasant experience. The hotel is undergoing a renovation, as was explained to me upon check in, and I was given one of the already renovated rooms. The downside to this renovation work is the noise generated. This normally wouldn't be such an issue; however, working nights in Manila in order to match daytime hours in the US requires days for sleeping. Fortunately the staff does a good job at minimizing any disruption, and this was only an issue on two different days. The room itself was quite comfortable, and the blackout drapes worked wonderfully! The bedding is definitely some of the most comfortable I have encountered anywhere. The renovated bathroom had a large walk-in shower with seat and both handheld sprayer and rain shower shower head above with simple controls for each, as well as a bidet-enhanced seat on the commode. Check in and check out were both handled efficiently, and front desk staff were courteous and attentive. Currency exchange (albeit at lower exchange rates) were also offered at check in. General hotel staff (bellman, porters, concierge) were all outstanding, and I don't believe I opened a door, carried a bag, or called an elevator once. US hotels could stand to take a page out of this book!
As for services within the hotel, my review is a tad more mixed. Staff at the food establishments within the hotel offered a mixed bag of service. The woman who seemed to almost single-handedly run the small bakeshop in the lobby was wonderful. She was attentive, polite, and extremely helpful. The attendants at the pool were amazing, even proactively remembering who the members of a group were, and setting up lounge chairs as additional members walked towards the pool area.
The staff at the pool-side lounge / bar, while extremely polite and friendly, seem to have difficulty with the correct preparation of orders. On several occasions (at least 5 during the stay of 14 days) they made glaring mistakes in orders (as an example, serving a "Hurricane" that was only orange juice and crushed ice, completely omitting even the alcohol, or a tequila sunrise that ended up being tequila, grenadine and Sprite). This is probably the one area in which the biggest improvement could be made.
The hotel's buffet restaurant, HEAT, had a good selection on the breakfast buffet; however, the staff often seemed disorganized, requiring several reminders for various drink orders (coffees, lattes, etc.). Also, a bit more variety in the actual offerings could be useful. Since I believe room service is also provided through HEAT, I will include it here as well. There could definitely be some improvements in this arena as it relates to accuracy. Steak salad ordered was missing the dressing, and even when asked about this, the server said it was on the salad already (it wasn't and was extremely dry just by sight).
Overall, outside of the few exceptions mentioned, the Edsa Shangri-La was a fantastic experience, and still outshines many of its counterparts in other parts of the world. I would definitely recommend it, and will stay here again on my next trip to Manila.
The higher floors of the Tower Wing have nice views of the city.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for taking time to share your experience at Edsa Shangri-La, Manila.
We are extremely delighted that you felt at home in our hotel. We are very happy to know that your two-week stay was comfortable and enjoyable. Thank you also for mentioning your various interactions with our staff. I will be more than happy to share this with the team.
We take our guests' comments very seriously. We shall let our Food and Beverage Department know of your experience at the Pool Bar to better serve all our guests.
Your feedback is encouraging as we strive to provide our guests a memorable experience. On behalf of the rest of my team, I look forward to your next stay at the hotel so we can once again give you our warm welcome.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.