Lub d Manila Makati — Hotel in Makati

I stayed at Lub d Makati, Makati City, Metro Manila, Philippines on Sunday, 7 September in Room 304, and checked out the same day after a serious incident. My iPad was stolen after the in-room safe was forced open. Based on the timeline, the perpetrator may still have been in the room at the time of the theft.||||What went wrong (facts):|| • Security protocol breakdown. The manager later acknowledged the protocol was incorrectly/poorly executed.|| • No access control. People continued to enter/exit the room while an “investigation” was supposedly underway. Staff had to be prompted to check keycard/tag logs; even two hours later, access remained open.|| • Unprofessional, slow handling. There was no manager on duty and when asked to contact their Manager, Ericka tried to push the investigation to the next day, instead of generating the keycard logs right away. It seemed she didnt find it important to resolve the concern. |||| • No compensation. Not even the incident night was refunded; additional costs were mine alone.|||| • Report altered after the fact. Details were changed in a way that shifted blame toward me, despite my full compliance and correct use of the safe. Staff reported and recorded that I didn’t do my due diligence in protecting my belongings, by forgetting to lock the locker. ||||We didnt hear from them after 2 days, no attempt to reach out at all. The only reason we got any correspondence was because we showed up at the hostel, demanding an answer. The lack of urgency is embarrassing, even for a hostel. ||||The manager, didn’t seem to know what she was doing. She disnt care at all and gave templated responses, not really interested in showing empathy or any kind of accountability. ||||I am unsure if what has been reported internally is even accurate. I cannot absolutely say for sure if they actually conducted a thorough investigation since they never shared their own report and have so many inaccuracies. ||||I used to stay here frequently and recommended it. After this incident I consider it unsafe. Book elsewhere with a brand that takes security, access control, and professional follow-up seriously.||||I am still looking to get in touch with someone from Lub D’s International Office because Ericka’s response and failure to provide sufficient correspondence does not sit...

Lots of road noise getting through the windows. The beds are rather uncomfortable. Their King bed is fake. It's basically two twins put together and you can feel the springs and spine of the median. Lots of noise from the sounds in the hallways as well from constant doors being slammed to loud conversations from other people outside, which means a lack of soundproofing. All of which makes for poor sleep quality. Hence the low grades for the room and location. It's basically where the jeepney drives past and they make the most noise.

There's been some terrible Internet outage issues plaguing the hotel. Some lasting over 12 hrs! They claimed that it affected the whole Makati area, but it was a bold face lie. I found good Internet at other local restaurants and hotels in the area. And I don't get how they could've used their front desk computers if that was true. Found that really poor accountability. Their leadership also trained their staff with inaccuracies with regards to their policy information which was annoying and caused me monetary damages. They have policies on their own website that they couldn't even honor correctly for the longest time.

Housekeeping Staff annoyingly disregarded the do not disturb sign and woke me 3 times. One even entered without knocking while I was asleep. I had to address it 3 times to the front desk staff before they finally learned and stopped! Very disappointing! What was the point of a door sign if you're not even going to read it? There were some personal belongings of mine that's also gone missing over time 😑.

The restaurant also gave me a bill for a breakfast that I never ate. So fraudulent to accuse me like that. I found it rather rude when I was trying to speak to the server staff about it and he couldn't even be bother to look at me when I was talking to him. So rude! I think that was the moment I gave up and just decided to write this review. I really don't like writing these poor reviews publicly and try to give them chances to fix their act but it's been so many disappointments and grievances.

I've shared some of these sentiments in the past with the management and felt like it mostly just felt dismissed and ignored and filed away. I hope this public review will finally cause the management to wake up and improve on...

I stayed at Lub d Makati, Makati City, Metro Manila, Philippines on Sunday, 7 September in Room 304, and checked out the same day after a serious incident. My iPad was stolen after the in-room safe was forced open. Based on the timeline, the perpetrator may still have been in the room at the time of the theft.

What went wrong (facts): • Security protocol breakdown. The manager later acknowledged the protocol was incorrectly/poorly executed. • No access control. People continued to enter/exit the room while an “investigation” was supposedly underway. Staff had to be prompted to check keycard/tag logs; even two hours later, access remained open. • Unprofessional, slow handling. There was no manager on duty and when asked to contact their Manager, Ericka tried to push the investigation to the next day, instead of generating the keycard logs right away. It seemed she didnt find it important to resolve the concern.

• No compensation. Not even the incident night was refunded; additional costs were mine alone.

• Report altered after the fact. Details were changed in a way that shifted blame toward me, despite my full compliance and correct use of the safe. Staff reported and recorded that I didn’t do my due diligence in protecting my belongings, by forgetting to lock the locker.

We didnt hear from them after 2 days, no attempt to reach out at all. The only reason we got any correspondence was because we showed up at the hostel, demanding an answer. The lack of urgency is embarrassing, even for a hostel.

The manager, didn’t seem to know what she was doing. She disnt care at all and gave templated responses, not really interested in showing empathy or any kind of accountability.

I am unsure if what has been reported internally is even accurate. I cannot absolutely say for sure if they actually conducted a thorough investigation since they never shared their own report and have so many inaccuracies.

I used to stay here frequently and recommended it. After this incident I consider it unsafe. Book elsewhere with a brand that takes security, access control, and professional follow-up seriously.

I am still looking to get in touch with someone from Lub D’s International Office because Ericka’s response and failure to provide sufficient correspondence does not sit...