This is my second time at the Pan Pacific hotel in Manila. I started staying here because of the wonderful reviews it gets in tripadvisor, and because the cost has always been reasonable for the dates I stay in Manila. The comments of most of the reviewers are right. The hotel rooms are really quite nice, and generally clean (thought he bathroom, while clean, showed signs of wear on the fixtures). The big problem I had with this hotel was a failed booking, and more importantly, failure to even lift a finger to resolve the problem. I booked this hotel at booking.com with a guarantee for late arrival, and had a confirmation from the agency. When I arrived at the property (around midnight), I submitted my passport, credit card, reservation to the reception clerk, who looked at his computer, and promptly returned the passport, credit card, and booking confirmation to me, and said "Sir, we have no record of your reservation". I asked him then to contact the agency, and he replied "We have no reservation for you. I suggest you discuss it with your agency.". Finally, I asked him to check me into the hotel at any room with any price with my own credit card, so that we could resolve the booking matter in the morning. He refused, saying "We have no rooms available. I suggest you contact your agency". And with that, he washed his hands of the whole matter. The people at the front desk could see I had a legitimate booking, and that the problem of the booking not appearing on his reservation system was not of my making, but they refused to contact the agency, to find some room for me at the property, or even to help me find another place to stay. So I went to the hotel bar, with luggage, sat down, and called the agency (in London!) and fortunately they were open at that time. When I explained the problem to them, they took my number down, and after a while they called me and told me that the hotel would find a room for me. After a short while, the same person who sent me packing saying "we have no rooms" came up to me with a room key for essentially a similar room, which says that they *did* have rooms- they just didn't have interest in resolving the matter. The rest of the stay was uneventful. The rooms are nice (if a bit dated), as indicated in the other reviews here. The internet (I used the wired internet) was quite slow, so slow as to be barely usable (and I don't do anything fancy on the internet other than my work emails and occasional surfing). The hotel is situated in a pretty seedy and run-down area of town, with lots of "massage parlors" and the such around, so you can't really walk around feeling good about the place, especially at night. I think I'll start looking for another place to stay when in Manila.
Any room on a high floor gets pretty nice views.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear valued guest,
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Thank you for recently returning to us and thank you for sharing with us, your valuable feedback on your experience.
Obviously, it is not the most delighting reading of the day, as we have failed to exceed your expectations on this occasion. Based on your comments, I must sincerely apologize for not having responded in a more caring manner to the unfortunate situation with regard to your reservation through booking.com.
Indeed, there was the opportunity for us to truly demonstrate our genuine caring and sense of hospitality.
In fact we initially did not hold your reservation, but were also able to contact your on line agent who reconfirmed that you had a valid reservation at our property in their system. Despite the fact that the hotel was on a full occupancy forecast we indeed decided and agreed to provide you with accomodation
Again I sincerely regret that we were not able to proceed to resolve this situation in a more seamless and comfortable manner for you.
Rest assured that the details of your comments and the opportunity have been duly reviewed with our management group and respective associates so that we continue to enhance our performance and continue to create memorable hotel experiences.
By no mean and as you can read in this site, this situation is not reflective of the level of service we provide to our dear guests (returning for the most).
I hope you will give us the opportunity to redeem ourselves and demonstrate our true caring values when you return ot Manila.
I personnally look forward to welcoming you back soon.
In the meantime if you would require any assistance please kindly feel free to contact me directly.
Warmest regards. Richard
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.