Newport World Resorts — Hotel in Pasay

Security guards welcome you thru the door by touching you all over, including your private parts. They check "everything" for guys, and may not even check the bags of women and children. They do racial profiling, basically if you remotely look like a terrorist, be prepared for cavity search. If you're wearing a business suit or look like a sexy girl, the female security guard will just give you the token slight pat-down, with no checking of your pouch/bag. When you complain, they even arrogantly shout at you and intimidate you. Encountered 2 guards there named Alexander Omandam and Jobert Villagracia (names on their name tags) who harassed us to the point that they refused us entry. When asked what's the reason for refusal for entry, they refused to answer. When our complaint was escalated to their security heads who introduced themselves as Marvin Agbayani and Lito Rendaje, these two supposedly more senior personnel just laughed at us when we gave our grievances, and just brushed us off after giving the rudimentary "a-ha", "yes", "really?", "I see", etc. answers.

When you call Resorts World customer service, after waiting for half an hour just get someone over the phone, you get the rudimentary "call center" treatment and basically no action taken despite you waiting for one. Follow-ups are just another waste of half an hour of your life, and another rudimentary "call center" treatment, and basically subsequent follow-ups are more wastes of time and effort on your part. It is even worse via email, as you won't get little response at all if any, despite multiple emails.

And we are not yet even talking about the casino service quality inside. When you ask for something, it takes extremely long time to fulfill your order, if it arrives at all. Dealers have gloomy faces, and many don't really care what happens to your money (bets) and treat you like your mindless and crazy idiots throwing away your money.

All this makes you wonder, just in case you visit Resorts World and something bad happens to you inside, you will probably just disappear from this world, and they won't even acknowledge your existence,(nor even properly file the necessary police reports, nor inform your kin about happened to you). Guest treatment, safety and security are extremely poor to say the least. Basically, you have to fend for yourself. Pickpockets and roughshods abound inside the smoky and musty casino. Prepare to be smelling like a burnt out stinking cigarette butt after just a few minutes inside. Hell on earth. As experienced, you cannot even depend on these "security" guards to secure and protect you, as they are even the ones causing the problems there. Frankly, we feared for our personal safety...

Customer Service has gone worse!

After such a long time, my family decided to watch a movie today.

As soon as my wife reached the ticket counter, the lady staff just told her to move to another counter and left with no proper excuses. She saw us coming already and her counter was still open but decided to close it last minute instead of processing us. There was nobody else behind us at the time and the other counter had a family also being processed. That was rude.

At the entry of the cinema, we were given popcorns and small warm bottled water. We were not given any choice at least.

When we entered the cinema, the cinema was quite warm that we had no choice but to bear the temperature. It was already dark and nobody was there to assist us to our seats so we struggled to find our seats. The numbers on the 2 seats were missing so we had to do our simple math to be find the correct seats.

When we were about to sit down and had to place our drinks, my daughter suddenly had a small cut on her finger because the armrest was broken (bottle holder and cushion were missing).

When we came out of the cinema, my daughter asked for the supervisor regarding the finger cut and the unsafe armrest. THe only thing the Supervisor did was say"sorry" and did not even offer to bring her to the medical clinic for check up. And when he was told that my daughter needs tetanus vaccination to be safe, he did not say an word anymore aside from the "sorry" (again).

The parking payment is also an issue. We parked on the 5th level and the cinema was on the 4th level. should be fine. But to get out, we need to go to the 2nd level to pay before exiting out. Why can't the position the payment counters for every parking levels?! or at least just position the staff at the ground floor exit instead?

I hope the management will listen to improve their service......

I love the ambiance in the place. The interior design is very elegant. Acoustics in the building are great. Noise isolation in the right places.

I don't however recommend this place for children under 13. Despite the separation of minors to the casino and the arcade called 'Game Zoo' in the upper floors, lots of the interior design are not really suitable for children in my opinion. There are also quite inappropriately dressed people in the mall, probably due to the presence of the club 'Republiq' and rich men. The interior design could use some ergonomics as well. It's completely energy inefficient. Sunlight doesn't enter the building nor does wind. Then again, it is a little smoky outside due to the varying density of traffic outside.

Despite these fall-backs, the mall is a great place to hangout with your friends, co-workers and family. Due to this, it does tend to become quite crowded sometimes.

This is by far the close to the best, if not the best, mall experience in the country if money is no object. But if you're looking for great deals, you might want to look else where. Meal budget for this place would be at least 500PHP per person. There are, however, several McDonald's restaurants nearby which could be an affordable alternative, but not for the health-conscious.

Overall, the place is great. Especially if you have extra cash lying around. There are all sorts of people here. And the escalators are reverse from the normal - keep left. Genting and AGI really made something great here. Drop by some time and experience Newport Mall...