Jane Maderazo

Review of Shangri-la's Edsa Plaza Hotel

I would normally rate Edsa Shang a 5 because my da...

I would normally rate Edsa Shang a 5 because my daughter is truly fond of this hotel amd we make it a point to visit at least once a year. This month I booked the bonus rate that included a late checkout of 4pm and 3000 credits.

Booking and checking in were easy but there were incidents during the stay were uncomfortable.

Good points first... I requested a welcome note for my daughter in which they obliged and I was truly grateful. Daughter was happy and that's what makes this special.

Now my stress points... I made a mistake of redeeming a 50USD GC through the golden circle app amd forgot that I can just do an instant claim. When we had lunch at HEAT the lady I approached didn't seem to know what to do with it. So I asked where I could have it validated but she never came back. All good I didn't bother to follow up because I can use it for dinner instead.

I went to the front desk amd queried about the 3000 credits and the GC. The guy at the front desk said that we can combine it to pay for dinner.. Sweet!

We went to Senju for dinner and before ordering I asked if I can combine it the lady never came back. We ordered and ate... Food was lovely as always but just as when we're about to pay the debacle happened. The lady who was looking after us must've forgotten about my query all I wanted to know if it can be combined and it was okay if we can't but she queried for us anyway and went to get my GC number. She went to the front desk and she came back after maybe 20 minutes and she asked if I can go with her instead. Front desk confirmed again that we can and further 20 minutes was spent to tackle this. Went back to Senju to sort out my payment only for the manager at the restaurant to say it can't be combined. It was okay but in total I have already wasted 50 minutes to sort out our bill which could've been an easy task. The following day nobody seems to know the type of booking that I had. We called to confirm that our check out time is 4pm as per the room rate we booked but the guest services on the phone insisted we need to pay extra. After further discussion it finally occured to them that we didn't have to. So she asked us to come downstairs to have the card reprogrammed for a late check out. And you think this is an easy task? No. Because the front desk yet again could not recognise that the room rate we booked entitled us to a late check out. And so had to explain this again.

It would've been nice if all of the inclusions of the rate you're publishing is already indicated in our booking. The constant discussions with your team made it seem like I was like making all these things up and such a waste of time for something they should be aware of anyway. I thought that bonus rate was quite a good deal but not worth the stress when the staff are not aware of its inclusions.