One Pacific Place Serviced Residences — Hotel in Makati

Due to change of plans, I had to make two separate reservations for my stay here. By the way this is not the first time I am staying at One Pacific Place. I have stayed here for over a week in 2023 and in all honesty, back then, service was really good and they have provided me a good room with proper cabinet to stash clothes for over a week stay.

Prior making the extension of my reservation, which I can only book thru their website to ensure that I will book the same type of room and that I dont need to check out and check in again, I made a call to speak to their reservation staff and I was assured that my bookings will be attached and that I do not need to check out and check in again.

Few hours prior checkin in, I called to check and verify that I will get ONE ROOM with queen bed and the person on the phone assured me that I wont need to check out and check back in. So I thought everything went well.

When I checked in, they told me that they do NOT have the room with queen bed anymore and that the only room available is the twin bed. SO basically, I need to check out and check in again.

As soon as I get into the room, I slept and I did not unpack my stuff. When I had the time in the evening around 10PM to unpack and arrange my stuff, I noticed their closet. There was no space for stashing my clothes. These people are aware I am staying here for 5 days and yet they gave me a room with no space for clothes. Yes, I can hang the clothes but if that is what they want me to do I wish they provided enough hangers. (I am posting a photo of the actual closet). So I called the reception to check if this is the standard room and she said, SPECIAL REQUESTS WILL NOT BE GUARANTEED AND ONLY DEPENDING ON AVAILABILITY. So I asked, a decent closet is a special request? And I dropped the call.

The next day, I approached the housekeeping staff and on my way to approach him, there was a lady who was supposedly talking to him and was about to head to the elevator but decided to stay to listen to our conversation. I made an assumption that she is his supervisor. SO I asked the housekeeping if I can have a laundry bag (I have been in different parts of the world and I never EVER asked for hotels to provide a laundry bag because this is a pretty standard thing everywhere in the world). The housekeeper was nice enough to explain that I can only get a laundry bag if I will avail the laundry service. He offered a trash bag instead and I refused because I said I am not putting rubbish in the bag but soiled clothes which I plan to have laundried later on my stay. But i said it’s okay and walked back to my room. The lady who was listening to our conversation said “Sorry its because of sustainability reason” and because she wanted to explain herself more, I let her and walked back and approached her I said “I am sorry, what do you mean sustainability reason?” I even said that I will be staying here not for just a night but 5 days. She then changed her mind and said she will provide one. I told her, "its ok, I paid 12400 pesos for 5 days stay I will just find something else to use for the clothes that is not a garbage bag"

The quality their service is going downhill. Will probably consider going somewhere...

Dear Management Team (OPP)

I am writing to express my deep disappointment with the numerous issues we encountered during our recent two-night stay at your establishment. While we appreciate the competitive rates, the overall experience was subpar and left us with a negative impression.

Firstly, a consistent and distressing issue we faced was the presence of cockroaches throughout our stay. These pests were spotted on the side table and even inside the entrance door. I even captured a video of a cockroach in the bathroom. I promptly brought this matter to the attention of the duty manager, but this persistent problem significantly detracted from our comfort and overall satisfaction.

Furthermore, despite our prior request and the trauma of our initial parking experience, we were unable to secure guaranteed parking upon our return to the hotel. This forced us to rely on Grab car services to ensure a parking spot would be available when we returned. The inconvenience of waiting for parking, especially after a tiring Christmas party event, was highly frustrating and served to exacerbate our already negative experience.

In addition to these issues, the restaurant's ventilation system appeared inadequate, as the lingering smell of food permeated our clothes. Despite showering, the odor persisted, necessitating an additional shower to mitigate the unpleasant aroma. This aspect further contributed to our dissatisfaction with our stay.

Regrettably, If a complimentary accommodation is offered, I will have to respectfully decline. The combination of the traumatic parking experiences, the persistent presence of cockroaches, and the lingering smell from the restaurant have left an indelible negative impression. Even with the lure of free accommodation, I cannot overlook the significant impact these issues have had on our stay and our overall perception of your establishment.

I hope that this feedback catalyzes for meaningful improvements to address these critical concerns. We genuinely wish for a positive guest experience and hope that our feedback will contribute to the enhancement of your services for future guests.

Thank you for your attention to these matters, and we hope to see significant improvements in the future.

Sincerely, From Room 3507

PS: I have a video of the small cockroach. Just let me know if you want to see I am trying to upload unfortunately not supported. I tried to capture some photos. To be honest, it is all over the room there are like on the side table, entrance door, and sink. It was a...

When we checked in, they said the towels will be a bit delayed due to problems in delivery. I said it's fine as my family and I are headed to the mall to have dinner so the towels can wait until later. When we arrived, the complete set of towels were already in our room, but I just found out later around 10:30pm that night, that in the other room where my mom and brother stayed, does not have any towels yet and she had to call the front desk for the towels to be delivered. THE RECEPTIONIST SPECIFICALLY ASKED THEM IF THEY NEEDED BATH TOWELS, AND OF COURSE THEY SAID YES, SO THEY GOT 2 BATH TOWELS ONLY!! Since my mom and brother left for an early flight the next day, I had to do the proper checkout for the two bedrooms we booked and suspiciously they told me the room (where my mom and brother stayed) had missing 6 pcs of towels - 2 floor towels, 2 towelettes, and 2 bath towels. I couldn't ask my mom at the time since she was on the plane and we were in a rush because a taxi is waiting for us to bring us to the airport. I contested and said it's impossible. WHY WOULD MY MOM BRING OUT TOWELS WITH HER WHEN IN FACT SHE DOESN'T HAVE ENOUGH SPACE IN HER LUGGAGE? AND US STEALING TOWELS? REALLY?! WE SURE HAVE STAYED IN MUCH LUXURIOUS HOTELS AND NEVER THOUGHT OF STEALING EVEN A SINGLE TOWEL! ALSO, HOW CAN THEY BE SO SURE THEY GAVE A COMPLETE SET WHEN IN REALITY THEY HAD ONLY GIVEN HER TWO (which aren't of good quality by the way) BATH TOWELS KNOWING THAT THEY HAVE FORGOTTEN TO ADD TOWELS IN THEIR ROOM EARLIER AND SHE HAD TO CALL THEM TWICE TO ASK FOR IT? and they just charged me incredulously an amount higher/equivalent for a one-night stay!!! They knew we were in a rush, and they just stared at us as if they have done enough. I paid 2,700php (about 60USD) for the towels which by the way haven't been proven missing yet and they just promised us they will check. When? Incredible. Note that I only paid because we needed to leave and go to the airport. The stress and hassle they caused was embarrassing thinking we would steal towels? I just had a wonderful vacation in Bali with my family, and closing it in this manner, really turned us off. If they are really serious about their promise that they would check it again, I should get a refund in my credit card because when I inquired with my mom and brother, they got 2 bath towels that night and left them in the room...