As a luxurious brand experience consultant, I recently evaluated Hilton Manila. The hotel's prime location within Newport World Resorts offers access to attractions. However, my stay revealed several areas needing improvement. Checking in late in the evening, I found the reception staff unwelcoming. Despite asking for recommendations on nearby attractions, the suggestions provided were unhelpful. The lack of engagement from the staff detracted from the initial experience and set a disappointing tone for my stay.
The room, while spacious, had a dust issue which exacerbated my sinus condition and the housekeeping standards were not up to par. The bathroom also showed signs of inadequate cleaning, with grime visible around the bathtub. This level of cleanliness is unacceptable for a Hilton property and needs immediate attention to meet the expected standards. Dining at the restaurant was another point of concern. Despite informing the staff about my need for a quick meal due to an impending flight, the service was extremely slow, causing unnecessary stress. The food quality was decent, but the slow service overshadowed the dining experience. Additionally, when I checked out, no one enquired about my stay, making me feel disregarded. This lack of follow-up reflects poorly on the hotel's commitment to guest satisfaction.
For Hilton Manila to maintain its reputation, it is crucial to address these issues promptly. By making these improvements, the hotel can meet the expectations of travellers and provide a memorable stay.