BSA Twin Towers Hotel — Hotel in Mandaluyong

I want to share our terrible and traumatic experience at that hotel, and we will never return or book there again. The staff didn't genuinely care about the guests. Upon check-in on May 17, I noticed a cockroach land on my hand. I thought it was just one, so I ignored it. However, the next morning, my child and I were having breakfast at their dining table when we saw cockroaches crawling on the table and floor. My child was scared and traumatized, wanting to leave immediately. I called the front desk right away, but they just said they would clean it. I told them that simple cleaning wasn't enough; they needed insecticide to kill the cockroaches, especially since they were hiding under the beds. I was terrified at the thought of cockroaches crawling into our ears while we slept. It felt unsafe to stay in that room. Not only was the sofa dirty, but cockroaches were crawling on the floor, bed, walls, and in the bathroom. I have videos and pictures to prove it. I even told the front desk that I wanted to upgrade my room and was willing to pay extra, hoping it would be cleaner and better. But when they showed me the Suite room, accompanied by the bellboy, as soon as they opened the door and turned on the lights, cockroaches scattered, running and crawling on the walls and in their kitchen. I have a video and a witness, because the staff member themselves called the front desk to inform them that the room had a lot of cockroaches. Then the front desk said they would just look for another room, and I asked why I would even upgrade if the room they gave me still had cockroaches. So I said I wouldn't upgrade and wouldn't waste my time waiting for an available room without cockroaches. That's why we left first because we were hungry since it was already afternoon and we hadn't had lunch yet. Our time was just being wasted moving rooms and waiting, only to still get rooms with cockroaches. "Since it was already Sunday, May 18th, we left the hotel to eat outside because we were tired and annoyed from all the showroom hopping. Plus, the room we were supposed to transfer to had cockroaches. After we ate, we went back to the hotel, and it was already late. My family told me not to sleep in the hotel because it wasn't safe and there were too many cockroaches. So I called the front desk, and they said we couldn't cancel the booking. What could we do? It was already very late, and the money wasn't refundable, so we had no choice but to stay, even though we were tired from waiting and they said we'd have to transfer rooms again. We transferred to another room, but the problem was that the bed's foam was too small, and the bed frame was oversized. When I lay on the bed, the bed frame caused me to trip when I walked by it because there was a gap, and I injured my foot I have a picture and video of the bed we transferred to. I also called the front desk the next day to ask for a first aid kit, but the housekeeping staff just handed it to me when they came to the room. No one offered any treatment or a medical staff to check if my foot was okay. I say this because the staff didn't care at all and weren't even concerned when their guest fell in the room due to the bed frame not being properly placed, which could have caused the guest an accident. I want to complain about this hotel and inform the management about what happened, because even the duty manager didn't care and took no action regarding our experience at their hotel. That's why I cannot recommend this hotel due to their negligence and lack of concern for their guests. Their rooms are dirty and full of cockroaches, even the suite rooms are the same. I hope other guests don't experience this again. We paid for the hotel, but the service and the hotel itself were not good. I hope what happened to me reaches the authorities or the highest position or the owner of the hotel so their staff can be reprimanded and they can clean their hotel, because their guests are suffering even though we pay...

Buffet breakfast has limited food options (rice with either cocktails, egg, lumpia fillings or crumbed fish 😬). Juice/drinks is basically just Tang or some watered down cordial. Not worth the price at all and definitely would not suit any foreigners.

Receptionist doesn't allow you to come early (we arrived 2pm to check-in and wanted to wait in the lobby while room was getting ready but got told to come back again at 3pm to check-in)... which is a first for us. Never happened before in any other hotels before. So we just ended up just going to Megamall to hang out for an hour and came back after an hour. Also no-one offered to help us take our baggages to our room (also a first for us - every other hotel offered). Although we don't need help, it would've been good for help offers.

Booked a queen bed. Received two single beds (complained about it and they said they could join it together, which was good). First arrival to the room, there was about 10 flies all flying around (why so many flies in the hotel room... on the 32nd floor??). Floor was also a bit dusty/sticky and slippers were also not provided (so bring your own flipflops or slippers).

Location was perfect which is next to Megamall. Convenient for shoppers. Aircon and hot water was good. Room was spacious for the price. Views of the city is super fantastic. Anyhow we only booked a night (phew) here at this hotel.

We checked out the next morning at 8am. When we came down to the lobby, we were the first and only ones there. But still check out was very slow compared to other hotels. We ended up waiting over 20 minutes... which is not great at all. We were even worried we would miss our flight because check out was taking so long... plus traffic/distance from airport (can take an hour drive).

Oh and one more thing. Their elevators are horrible. They're slow (can take anywhere from 2-15mins to get an elevator), requires card every single time to press a button (now imagine 15 people in the elevator all trying to do this), and worst of all, act like a hot wind tunnel (you'll sweat in there - it's hot!). Also their elevator doors opens at random floors (where no-one even pressed the button for).

It's a great hotel ruined by lack of care, slow service and poor breakfast options. Lots of money needs to go into this hotel before it's up to standard. Would not recommend this hotel to any foreigners or even...

It should be zero rating. I initially had a fantastic experience at this hotel way back 2024, which is why I recommended it to my foreign colleague. The staff was friendly, and my stay was comfortable. However, my second visit was quite disappointing, and would never return again-100% NO!!Everything went well until checkout. The staff accused us of breaking a microwave plate after we heated three mini donuts. I find it hard to believe that heating those donuts could cause the glass plate to break. Anna, the manager, had an unapproachable demeanor and insisted that we sign an agreement stating we would be charged for the damage. I told her that if we had broken it, we would have heard a sound, but we didn’t. I wouldn’t mind paying for damages if it were truly our fault, but the way Mariane and Anna handled the situation was unprofessional. They claimed that we misused the microwave by setting it too high, which supposedly caused the plate to break. Explained that if donuts are heated for too long in a high setting, they turn rock hard and burn, but we still ate them because it was re-heated to consume. I’m so fed up and honestly embarrassed in front of my colleague. I explained in Tagalog so we wouldn’t look even more awkward, especially after being made to seem like we didn’t know how to use the microwave. But instead of understanding, Anna just kept focusing on the deposit waiver I signed and insisted I had to pay.I find it ridiculous that they are charging me P1,080($19) for a microwave plate that I suspect had already chipped and was waiting to be blamed on a guest.In the end, we still had to pay. They weren’t willing to listen or show any respect to their guests. We asked for a breakdown of the charges, but everything was brushed off as “company policy.” Don’t fall for it — avoid this hotel if you don’t want to get scammed. Dishonest housekeeping and...