Okada Manila — Attraction in Parañaque

I wanted to express my anger, frustration, and extreme disappointment with the unacceptable treatment my family received during their recent stay at your hotel from July 19–21, 2025, under the booking name Diana Andaya (cc’d on this email). I chose Okada Manila specifically for my daughter’s and father’s birthday celebration, expecting world-class service from a hotel of your reputation. Sadly, the experience turned out to be nothing short of a disaster. As I am currently out of the country, I asked my sister-in-law, Ms. Diana Andaya, to manage the booking and arrangements on my behalf. The booking was made two months in advance for two Grand Deluxe Family Rooms for 8 guests. Requests were made early on and confirmed by your staff, including: Early check-in – confirmed. Two wheelchairs – provided. Room with a jacuzzi – not granted (understood). What happened was unacceptable, On July 19, my family traveled for over 3 hours from Tarlac, including my elderly grandfather and ill father, under the assurance of an early check-in. They arrived around 12:00 PM, only to be told by the front desk to come back at 1:30 PM. They waited patiently and returned, only to be told again to wait without any room ready. By 3:00 PM, the default check-in time, still no room was available. My family sat at a café with no proper place to rest. By 4:00 PM, still nothing. Rooms were finally given at 4:30 PM, 4.5 hours after arrival, despite the early confirmation. You ruined my daughter’s birthday. My daughter’s birthday was on July 19, and we had planned a celebration at The Cove. Because of the ridiculous delay and disorganized check-in process, my family had no time to settle, rest, or enjoy the facility. By the time they checked in, it was nearly 5:00 PM. With The Cove closing at 8:00 PM and being closed on the remaining days, you completely destroyed my daughter’s chance to celebrate as planned. She was excited for weeks, and it was heartbreaking for her not to experience what we had promised. Your staff’s mishandling and failure to deliver on what was confirmed absolutely ruined what was meant to be a joyful day for my family. Despite paying in full and placing a ₱20,000 deposit, my family received nothing but stress and inconvenience. I personally called your front desk and spoke with Ralph and EJ (the manager) to express my frustration. Their response? That Saturday is a “busy day” and that’s why there was a delay. That is NOT an acceptable excuse. My family didn’t walk in the rooms were booked and confirmed months in advance, for a special family celebration. What was your form of apology? A 1-hour check-out extension, later pushed to 2 hours, and a ₱4,000 food voucher. Frankly, that offer was insulting given the emotional and logistical toll your staff’s mishandling caused us. I only accepted it to avoid further ruining my daughter's already spoiled birthday. To make things worse, my sister-in-law was informed that the ₱20,000 deposit would be refunded after 4 weeks something she wasn’t told upfront. This is another poor example of how unprofessionally your staff handles guest communication. This experience has left my family stressed, disappointed, and emotionally drained all because of Okada’s failure to honor basic commitments and properly handle guests. I chose Okada thinking it would be a perfect place for my family to relax and celebrate. Instead, it caused nothing but stress, delay, miscommunication, and ruined plans. I am asking for this incident to be reviewed seriously. The level of inconvenience, the ruined celebration, and your team’s mishandling deserve appropriate compensation. A 2-hour late check-out and food voucher are simply not enough. I expected more from Okada Manila, a hotel that promotes itself as luxury, but delivered a very poor and stressful experience. I urge you to take action and do better, both in handling guest complaints and in training your staff to deal with guests with respect and...

I have never felt so violated, frustrated, and disregarded as a paying guest until my stay at Okada Manila during DMCI Homes' Sales Awards Night. What was supposed to be a memorable event turned into a complete nightmare.

We left our room to attend the event, but after just 30 minutes, my friends returned to do a quick touch-up. To their surprise, the room had already been cleaned and fixed, even though we never requested housekeeping. They brushed it off, assuming it was a routine service, unaware of what was to come.

Later that night, when we got back from the event, I reached into my drawer to grab my pouch, only to find that ₱5,000 was missing. I was 100% sure of the exact cash I had before leaving: six ₱1,000 bills, three ₱100 bills, one ₱50 bill, and eleven ₱5 coins. Whoever stole it was careful, taking only the bigger bills to make it less obvious.

At midnight, we rushed to the front desk to report the theft. Divine, the staff on duty, assured us that she escalated the issue to her supervisor and called security to perform a room search. She promised to call us once security was ready.

But an hour passed and nothing.

We called again, and Divine nonchalantly said that security was "on the way up." They never came.

By 2 AM, exhausted and upset, we decided to wait until morning for an update.

At 8 AM, I went down to follow up. Divine had the audacity to tell me she hadn’t even contacted security yet. After pressing her again, she said she'd call them. Thirty minutes later, still no security. Another follow-up call, another excuse security was "having a meeting" and would come in ten minutes.

Guess what? No one showed up.

When I called again, Divine shockingly told me to go down myself, find security at the lobby, and ask them to check my room. Excuse me? Isn’t that her job?

At 11:30 AM, I had enough and demanded to speak to a manager. Karen Lacsy finally attended to us but instead of taking action, she robotically repeated their "protocol" as if we hadn’t already been waiting since midnight.

We insisted on a room search which should have been done last night. Of course, they found nothing.

Then, we asked why the room was cleaned when we didn’t request it. Karen claimed it was part of their "turn-down service" at 7 PM. However, when we spoke to a housekeeper on our floor, they revealed that their shift ends at 7:30 PM meaning the housekeeper had already left when we first reported the theft at midnight.

So Karen straight-up lied when she told us that the housekeeper had already been "searched" before leaving the hotel. How could they have searched someone who had already gone home hours before we even reported the incident?

We demanded to speak to someone higher up. Karen refused, saying it "wouldn’t change anything."

Bryan Soriana (Front Office Manager) came next he repeated the same script and offered no solutions. Still not satisfied, we asked for another manager. Ronnie Villegas (Executive Housekeeper) and Marie Joelle Apolinario came in, only to echo the same useless excuses.

For three hours, we sat there, frustrated, exhausted, and completely ignored by hotel management. Not one of them cared to take responsibility. Not one of them even pretended to help.

They acted as if this was our problem, not theirs.

Okada is a so-called five-star hotel, yet its management couldn't even handle a simple theft case with basic decency. They have all the tools to investigate CCTV cameras, key card logs, and a full record of housekeeping rotations yet they CHOSE to do nothing.

What hurts more than the stolen money is the sheer indifference of this hotel. The violation of privacy, the colossal waste of time, and the complete disregard for a guest's distress is what truly makes this experience unbearable.

To anyone considering a stay at Okada Manila, think twice. A hotel that refuses to protect its guests and their belongings is not a hotel...

Good, but not perfect is how I'd describe my stay.

Okada is well located and easy to find. However I can understand being confused as they have 3 points of entry. Casino, hotel, and parking.

Upon entry of the property the place was well maintained, the landscaping team does a wonderful job. The car was initially checked for safety, then we were directed to the valet area. This part seemed messy and uncoordinated. Cars were all over the place, not lined up, and valet was everywhere. Instead of being directed to the porte coche, valet was just stopping cars anywhere. It wouldve made more sense for cars to line up, have a bellboy approach immediately to unload, then valet can approach while unloading.

After bellboys take your bags supposedly they'll be brought to your room without needing any prompt. This was a bit strange considering we get rooms assigned at check in so the bellboys may as well just follow you to check in and guide you to the room.

Upon entering the room, it was slightly dusty, as my partner has allergic rhinitis he noticed immediately. Fortunately I called the concierge to have the room serviced and when we returned the dust was gone. They also offered medicine & medical attention.

The room contains snacks and a private bar that cost extra money and you may get accidentally charged for picking them up as theyre weight detected. However they can reverse these charges at check out. The free things in the room are -Decaf drip coffee -drip coffee -tea -coffeemate creamer -water, lots of it! -3 bars of soap -liquid soap, shampoo, conditioner -sanitary bag -laundry bag -toothbrush and toothpaste -vanity kit (cotton buds, nail file, cotton pads) -shower cap -hairbrush -paper and pencils -slippers All of the above are items you can take home.

The pillows and duvet are down, or synthetic down, clean white sheets. The room also has a tv, but not a smart tv, no netflix, disney, or hbo app available. You also have an ipad for all the controls including the tv, curtains and lights. Youd also use this to check out menus and order food.

The bathroom had a jacuzzi in the center, the crown of all okada room pictures. It fills fairly quickly and can be as hot or cold as you can stand. The jets aren't very strong, nor are they adjustable as my settings seemed to be broken. They were also in need of internal cleaning as during the first round of filling, there were hairs in the tub that were not ours! Once I cleaned the tub it was an enjoyable experience soaking.

Speaking of soaking, the pool was also notable, not the best pool compared to places like Aureo or awesome hotel in la union. The options were 1ft, 2ft, and 4ft deep, very child friendly. They had cabanas and bar service. Unfortunately the sunloungers, to put it lightly, need replacing. You also have to walk a half a km to get to the pool, where you're met with a golf cart that drives you the short remaining distance. When I called the golf cart to return so we could go back to the main building, the security guard was smoking right by the pool entrance! How unacceptable considering the pool area is a nonsmoking area. Another thing is that so many, at least half of the staff i have interacted with here do not speak english. The valet, the security, and the chefs. I hadn't even met one guard that knew what was going on, had proper direction giving skills, or spoke decent English. Train them better! This won't be an issue if it's your second time here, but if its your first, prepare to figure things out by yourself of calling the concierge.

The general theme here is "missing the oomph" or good but not perfect. In every aspect there seemed to be something missing.

I'd recommend it solely for the room jacuzzi, but the rest are easily...