Do yourself a favor, do not check in here...My husband and I reserved for a room 3 weeks in advance. Upon check -in, our room was not yet available. We were told by a staff to bring our bags at the concierge. They won't take them at the concirge becauew we were not checked in yet. Our luggages were all the while placed just in front of it. Seen by all people passing by and visible from the rstaurant lobby were we were asked to wait while our room is made available. We were made to wait 2 long hours without even saying a word of update from time to time! They knew all the while that we were at the restaurant lobby. We finished our lunch already and the room isn't available yet. We were the ones who would occasionally approach them and ask if the room is already preapared. The staff at the front desk only told us to wait. Nothing else, as if we have not been waiting for 2 hours yet!
When the room was ready, we were just given the ke to our room. No guide whatsoever and nobody to help us wheel in our luggages. I had to ask them to do it! (Now we just came directly from Shangrila Mactan for a 3 day stay and it was awful to experience the opposite way we were treated in Shangrila. I only wished we had stayed there for the whole week instead.)
Room - ordinary, small. Ours was facing the Nivel hills, which was not nice to look at at all, unless you want to reflect on how blessed you are that you could afford a 5 star hotel while the poor people stay in their shabby houses.
Restaurant service. (Marco Polo) - Has the most ill-mannered staff I have ever encountered. When you enter, sometimes, there would be somebody to greet you, sometimes not. Those who greet looked reluctant or shy. Nobody offered us coffee, nor even told us just where to find it. The waiters keep pasiing by, without doing anything but get used plates from the table. My husband finally, stood up, and made his own coffe right from their nook and nobody stil assisted him. One time, there was only the manager , the only one who was sensitive and polite enough to ask us for what we need. He served us coffee. Except for this employee, nothing else at Marco Polo is good. Worse is their serving crew whi was stationed at the noodles section. He saw a number of us waiting to have our congees and noodles, also three of the wiaters who were at the floor. All 4 of them saw us, and pretended that they did not see anybody instead of assisting us. It seeemed to me that none of them wanted to volunteer to cover up for their co-worker's area of responsibility in his absence or in his busy-ness. WORST was this: I was eating and my husband stood up to get some fruits.A few minutes, from behind me, a staff walked pass me hurriedly and took, just took away my husband's plate without even a word or so. HOW RUDE!!!! Was he not supposed to acknowledge my presence, that I am still eating, and that he should at least make a gesture that he's going to take it from the table with my permission? OMG! I have been to lots of 1 star to 5 star hotels, throughout the nation and some other countries but I have never seen a service as poor as this.
A few good things I noticed: the manager of the restaurant who was sensitive to our needs, their chef who makes their pastries which are good, and the one who answers and taked orders for their room service. Aside from that, nothing else.
Their pool is in front of the restaurant lobby, I didn't try it, I think it is a bit small. The lady that served us our order on our first day while we were waiting to check was also unimpressive. She did not try to hide from us that is was bored waiting for us to pick our order.
WI-FI CONNECTION - we got this all for free in Shangrila and yet we have to pay so much for this in Marco Poloteh hotel which annoyed us with their poor service. OMG! i will never come back!
I hate this hotel. It was a waste of money. Imagine spending your money expecting to receive an excellent service and being treated this way?
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.