Hotel Merlo — Hotel in Makati

Male Manager lacks training in handling guest complaint, we reserved for a venue here weeks ahead and already our second time for here for our Christmas party

It should be a SOP already in a hotel to inform guest that there will be a christmas party so they would know what to expect.

A unprofesional stranger who wears a shorts, cap and a shirt without even introducing himself directly comes to the event and address that there is a irate guest in the venue. I ask the girl in uniform who is that guy and he told me that he is the manager.

Given the situation and to avoid inconvenience, we already told him properly that we decided that we will no longer extend for us to assist him

( it looks like that he doesn't know how to address a simple situation and he just impulsively come to the event without even wearing a proper profesional uniform for our corporate event )

but this guy keeps on insisting in a forceful manner to continue our event and we already inform him that we are already finish and show gratitude by thanking them for accommodating us.

But this guy is on a while different breed, he suddenly replied "pare ang sarcastic mo eh" and arrogantly sizing people up by asking our name and organization and continuously forcing us to extend by imposing his illogical and redundant argument.

I don't know how on earth this spoiled guy got promoted or may be he is a relative but if you want to stay on business you should train this guy from the very start.

He does even commit to his mistakes,

He told us that is he is worried that a bad review will be given by a foreigner but did not even think that he already gave 70 plus people a bad impression and experience to the actions that he has done at hotel merlo

We did not experience this scenario on our 1st event when the curly girl take charge and other hotel staff accomodated us which to the point that we even recommend your venue to other people and they book at your venue and hotel.

But our last experience here is a nightmare. A manager with no sense of hospitality, professionalism...

-There are small cocroaches in the T&B -the TV is not ready to use, and the staff failed to inform me how to manually set it up (found out this morning that they really have to give you instructions how to set it up) -there are no slippers inside, had to call them to bring it up (they forgot to place it) -there is no teaspoon (but there is an electric kettle, a cup, a saucer, and a rack for coffee, tea, and other breakfast condiments) -When I requested for the spoon and fork, it took them more than 30 minutes to bring it -the cheap, PLASTIC spoon and fork they gave is wrapped in a tissue paper

If you have an important appointment in the morning, better remind them of these things when you check in...

We stayed here for two weeks. Clean, big rooms, big comfortable beds, balcony, strong WiFi, very kind and helpful staff, rooms have kitchen set up with cabinets and a table with two comfortable chairs, a loveseat couch/sofa two bedside tables with lamps large flat screen TV wardrobe desk with large mitrtor, drawers and a comfortable seat for computer use, strong modern air-conditioning ... bathroom is well laid out with full glass separation from shower area. There is a 7/11 on the ground floor the location is convenient in a safe area. Close to many street food and siri-siri shops walking distance from ShopWise KFC MacDonald and the best Bacolod BBQ chicken...