Edsa Shangri-La, Manila — Hotel in Mandaluyong

This review will be based solely on bad arrival experiences......||As a regular guest client of Shangri-La for over 10 years, I can easily compare the changes in personalized services.||The moment a guest steps out of the airport, a hotel representative will wait and courteously assist the guest with his/her airport transfer (pre-arranged limousine service). Then, another representative will wait at the hotel entrance lobby to assist and escort the guest to their suite for his/her direct-to-room check-in. Heavy luggage will be taken care of by the hotel concierge and brought directly to the suite. |This made Edsa ShangriLa my 2nd "home" in Metro Manila. Convenience and top-notch personalized, attention-to-detail services.||Sadly, this kind of service was gone. Disappointing. Yes, 2 visits in a row, in less than a month. ||Today, I booked a Tower Executive Corner room with a 2-way airport transfer. The Lexus driver was doing his usual calls, 1st and 2nd (informing the hotel of our current location and whereabouts). But as I stepped out of the hotel service car, no hotel representative was waiting to assist. No concierge who will take care of the 2 luggage, and no hotel guest officer directing me to my suite. I was made to queue at the front desk for my signature and other requirements, instead of settling all these things in my room. |The front desk officer did not offer any assistance in bringing my 2 luggage plus one carry-on to my room. Nada. None. I found myself all alone, pushing hard my suitcases at the 11th floor landing area and carpeted hallway. Pushing your wheeled suitcases on a carpeted floor can be very, very hard. |Why did I react this way? Because this happened 2 successive visits in a row.||My May 23, 2025, arrival experience was equally bad. I booked the Tower Wing Deluxe One-bedroom Suite for 7 days (May 23-30, 2024) with a 2-way airport transfer. In the Lexus service car, the driver was doing his usual "1st" and "2nd" call (informing the hotel and the hotel's guest service officer of our current location). On doing the driver's last call, I heard from the other line (speaker mode) instructing the driver to drop me off at the Garden Wing entrance instead of the main Tower Wing entrance. |Worst instruction. No concierge and no hotel guest representative waiting. What made this experience worse, no luggage ramp! only several flights of stairs going into the Garden wing entrance. Carrying all 47+ kg (1 XL, 1 large, and 1 carry-on Rimowa) is indeed a bad experience. No help available. It did not stop there. I was not allowed by the guard to proceed to the main lobby, but instead was made to wait at the Garden entrance sitting area. Only after 15 plus minutes, the Horizon Club Lounge staff came down to assist me to my suite.||My overall experience from my previous visit (May 2025), almost outstanding (excellent services from the Horizon Club Lounge and Housekeeping staff) except for the very BAD arrival experience.||NOW, it happened, the second...

We had a late dine out at Shangrila Mall. There was typhooon. We got soaking wet just to cross coming back to Shangrila Hotel. Please, put some shade connecting the Mall to the Hotel. The connecting bridge closes at 9:30pm. We dined until 10:30pm for the birthday celebration of our unica hija.

Our Hotel experience was this. This was our second staycation experience with EDSA Shangri-la Hotel. We had a very bad first day. Upon arrival, one bell boy insisted that our bags be put on the floor first and not on the trolley cart. The floor though carpeted was filthy given the multitude of guests of the hotel on our day of arrival. To top it all, the receptionist assigned to us felt like she was worst than talking to AI. Hers was all scripted, disregarding all the emotional hints that we shared with her. She even went to discuss our check-out procedure during the time when we have not even settled upon checking-in.

You see, this was supposedly a moment that our family was looking forward to - the 8th birthday of our only one. We invited the entire family to spend time with us and dine in the hotel.

However, the very bad first day was compensated in a very great deal by Chef Shantani and his teams in Heat - Chef George Membrebe, Heat receptionist Dana, Camille, Reinier, Chef Reggie, and Eldon. The bell boy Phillip was thankfully a lot better than the fist day bell boy. Ms Bianca Cruz, the duty manager OIC during our time of check out promised to make it up in our next hotel visit. This also gave us something to forward to, making us willing to return to Shangri-la despite the bitter first day.

Heat's Executive Sous Chef Shantani listened with his heart. Our child has lots of food intolerances. And she was celebrating her birthday, yearning for a cake or a simple bread with no egg white, cow's milk and wheat. I have approached a lot of chef acquaintances and they all said this was a tough task to do. Lo and behold, Heat gave my daughter not just one but two treats - a fluffy creamy bread, and a quality custard! What a delight this was for parents who cherish so much a rainbow baby.

As such we decided to spend one more time in Heat for lunch buffet. We were pleased with the healthy and varied selections offered for lunch. Each dish was fresh and can be seen as carefully given a thought. My favorites were the no-pork selections of beef, seafoods, and exquisite salads. I like their grill area too. Of course, the Indian dishes, fresh seafoods, Hainanese section, some desserts like the lime sorbet.

Another pleasant experience was at the Pool Bar. Worth mentioning were Brian the bar server, and Oteph the pool attendant. I also like their selections of pizza and grills, and how flexible their kitchen can be to cater to our food...

We had an absolutely incredible 3 day stay at Edsa Shangri-La. From the moment we stepped foot in the lobby to the day of our departure, our experience was nothing short of exceptional.

The premier suite we stayed in was spacious and offered a comfortable atmosphere. While it had a charming and cozy feel, it would greatly benefit from a modern upgrade. The room's sockets were a bit outdated, the bedside wireless charger was not working and the TV only displayed cable channels. Many contemporary hotels nowadays, especially of the same calibre as Shangri-La provide smart TVs with a range of features, such as guest information, weather updates, hotel amenities, and room service options. Incorporating these advancements would elevate the overall experience. Nevertheless, despite this minor setback, the room remained cozy and provided a high level of comfort for me and my family.

The massage we received at the Chi spa was truly outstanding, rivaling, if not surpassing, the quality of the massage we had at the Shangri-La Boracay. Jackie, our exceptional massage therapist, delivered an exceptional experience. Her expertise and skill made the massage one of the best we've ever had.

The service we experienced at the hotel was truly exceptional. We would like to extend our heartfelt appreciation to Mella, Jewel, Patrick, and Eddie from the Horizon Lounge for their outstanding efforts in making our stay even more memorable. Every member of the staff greeted us with warmth and genuine smiles, demonstrating a sincere willingness to assist us in any way possible.

During our visit to the Horizon lounge, we encountered a delightful surprise during our first night. As cocktail hour usually doesn't include rice, we initially thought our daughter would have to skip her usual rice meal. However, Patrick, a dedicated staff member of the Horizon Lounge, went above and beyond to ensure our satisfaction. He personally took the initiative to request rice from the main kitchen, going out of his way to accommodate our needs. This act of thoughtfulness and exceptional service truly deserves commendation.

Overall, our stay at Edsa Shangri-La Hotel was absolutely delightful. We were impressed by the warm and welcoming ambiance, the attentive staff, and the outstanding massage at the Chi spa. While there are areas that could benefit from improvement, they did not overshadow the overwhelmingly positive aspects of our stay. We highly recommend this hotel for anyone seeking a memorable and enjoyable experience. Above and beyond the services and amenities provided by the hotel, it is the exceptional service like this that truly leaves a lasting impression on guests. Our overall stay was nothing short of excellent, and we are already looking forward to returning...