Acacia Hotel Manila — Hotel in Muntinlupa

Good Day,||I would just like to share my latest experience from our past booking in your hotel this week. My husband and I actually had our wedding at Acacia last May 2023 so we were looking forward to come back in the hotel after 2 years especially now that we have a 8 month old baby. Everything was great in the start. We even booked a dinner buffet for us to celebrate my husband’s first father’s day in the hotel, where I asked the server if I could request for some special food for my baby during our breakfast buffet in the next day( bananas and steamed potatoes, we are both Chefs and I know for a fact that these two are basic ingredients in the restaurant and they proudly said they can do it so I was so happy). They next day, they said they were out of bananas and gave me an apple instead, I kindly asked them to steam the apples as my baby doesn’t have teeth yet and won’t be able to eat it. They were so nice about it and steamed the apples and potatoes. We were so glad.||On our second day, there were breaded fish fillet and roasted squash in the buffet table, I asked a server kindly if they could steam a little bit of fish fillet and squash ( since they both have it in the table), server came back a few minutes later to tell me that they don’t have fish and squash. I was confused and told him that I literally have those ingredients in my plate, and he answered back with “ we don’t have fish and squash for breakfast, those will be for lunch menu only”. I didn’t argue with him and asked if I could have steamed carrots instead, he said they also don’t have it. I was getting anxious already but my baby doesn’t have food to eat so I asked for steamed broccoli instead, upon checking the buffet table, I saw the server grabbing broccoli in the hotpot or omelette station, so I again asked him nicely to steam it very soft so I can mash it smoothly, he said “for sure maam”. 5 mins later, he again went to our table saying “Ma’am sorry po pero sabi nung mga Chef sa loob di daw po sila gumagawa ng food para sa baby” I WAS VERY VERY CONFUSED. As I only asked for steamed broccoli for the nth time. I was done eating already and have been waiting for my baby’s food for an hour already. The server said he will check again with the kitchen staff and will come back with an answer. HE NEVER CAME BACK. I didn’t realize I was asking for hard things? Steamed carrots? Steamed fish and squash? Steamed broccoli? What was so hard about it?||I am a sous chef of a restaurant and if we don’t have a specific ingredient and our guests requested for it, us Chefs or even the General manager go out of our way to go to the grocery store even if it’s during service, just to provide food and make our guests happy. I even had an experience where a guest just had his dental surgery and requested if we could just blend his mashes potatoes, vegetables and tenderloin and turn it into soup instead so he can have something to eat. Acacia is a known hotel and they promised top notch hospitality but why weren’t they allowed to steam food for a baby? Is the hotel not baby or kid friendly? We were so disappointed by what we saw and experienced and hopefully this won’t happen to anyone else. We also checked in at 4 different hotels this month also requested for my baby’s food and they all gladly prepared it. What...

I'm torn about writing this review because there were a few Acacia service members who made my stay good, but considering everything, my whole experience was subpar.

First, I'm not sure what's going on with the front desk reception, but I felt like a nuisance every time I came up. They acted cold besides maybe one or two women which is bizarre because their primary focus is customer service. One of them didn't even look at me in the eyes while helping me. The day before my final day, the front desk offered me a boxed breakfast since I was leaving at 4 AM for an early flight. I confirmed again with them that night that it'll be ready. The following morning, at 4:15 AM, I checked out. I was told that my room was settled since I paid in advance. I wasn't asked how my stay was. I walked out of the hotel and actually came back since I forgot about my boxed breakfast. They didn't seem aware of it at all since they didn't even remind me when I checked out. All I got was, "It's not ready yet, are you willing to wait?" No apologies, nothing. I paid extra for the breakfast rate only to not receive the breakfast and to have that be my final interaction at Acacia. It left a terrible taste in my mouth.

On the night of my birthday, I had three relatives come visit me in my room. Our conversations were in normal voice level with much laughter. We received a call regarding a noise complaint which really surprised us. I then realized that my room was a connecting room. At that point, I completely understood their complaint. It would be helpful to notify guests that their room is a connecting room. When I booked with an Acacia rep, I wasn't notified of this. However, I was always informed of this in other hotels and even cruise ships and have opted to have a different room. If no other rooms were available and I was informed appropriately, I would've made sure to be mindful of the other guests that one night that my relatives visited me.

However, I'll give credit where credit is due. The rooms were clean. And the housekeeping staff are hardworking and always made sure I had everything I needed. The bellhops, drivers, and security were the warmest and made my stay all worthwhile. I was alone for my trip, and I always felt welcomed and part of their family. Similarly, when my grandmother, who visited me, fell coming out of the van, one of them was quick to bring her water and a wheelchair in case she needed it.

Overall, I won't be coming back or recommending Acacia. I stayed at a different hotel when I visited a province during my 2-week stay in the Philippines, and I couldn't help but notice the palpable difference in customer service. I paid way less and received consistently stellar and genuine customer service. A sincere apology or a simple smile should not be that much to ask for and can make a world of a difference to...

My husband and I actually had our wedding at Acacia last May 2023 so we were looking forward to come back in the hotel after 2 years especially now that we have a 8 month old baby. Everything was great in the start. We even booked a dinner buffet for us to celebrate my husband’s first father’s day in the hotel, where I asked the server if I could request for some special food for my baby during our breakfast buffet in the next day( bananas and steamed potatoes, we are both Chefs and I know for a fact that these two are basic ingredients in the restaurant and they proudly said they can do it so I was so happy). They next day, they said they were out of bananas and gave me an apple instead, I kindly asked them to steam the apples as my baby doesn’t have teeth yet and won’t be able to eat it. They were so nice about it and steamed the apples and potatoes. We were so glad.

On our second day, there were breaded fish fillet and roasted squash in the buffet table, I asked a server kindly if they could steam a little bit of fish fillet and squash ( since they both have it in the table), server came back a few minutes later to tell me that they don’t have fish and squash. I was confused and told him that I literally have those ingredients in my plate, and he answered back with “ we don’t have fish and squash for breakfast, those will be for lunch menu only”. I didn’t argue with him and asked if I could have steamed carrots instead, he said they also don’t have it. I was getting anxious already but my baby doesn’t have food to eat so I asked for steamed broccoli instead, upon checking the buffet table, I saw the server grabbing broccoli in the hotpot or omelette station, so I again asked him nicely to steam it very soft so I can mash it smoothly, he said “for sure maam”. 5 mins later, he again went to our table saying “Ma’am sorry po pero sabi nung mga Chef sa loob di daw po sila gumagawa ng food para sa baby” I WAS VERY VERY CONFUSED. As I only asked for steamed broccoli for the nth time. I was done eating already and have been waiting for my baby’s food for an hour already. The server said he will check again with the kitchen staff and will come back with an answer. HE NEVER CAME BACK. I didn’t realize I was asking for hard things? Steamed carrots? Steamed fish and squash? Steamed broccoli? What was so...