Leez Inn Malate

Excellent

Our Worst Check-in Experience – October 31 to November 1, 2026 We checked in on October 31 and checked out on November 1, 2026. Unfortunately, this was by far the worst check-in experience we have ever had at this hotel, despite being returning guests. Upon our arrival at around 2:15 PM, the receptionist insisted that we had to pay an additional ₱1,200 for the child accompanying us, even though our room rate was only ₱1,200. I explained that paying an additional ₱1,200 for a child, without even providing an extra bed, was quite expensive. I also asked whether I could avail of a PWD discount if the additional charge was indeed required. However, the receptionist simply told me that the hotel did not offer PWD discounts. We have stayed at this hotel several times, and this was the first time we had ever been informed that our child would be charged an additional fee. I tried to explain that our room had already been fully paid online and asked if we could at least be allowed to go up to our room while the matter was being clarified. I even told the receptionist that if management confirmed that an additional payment for our child was indeed required, we were willing to pay it. We requested to speak directly with the manager to clarify and verify these policies, but the receptionist repeatedly told us that the manager was very busy. Since we had already spent considerable time waiting and had an important matter to attend to, we decided to leave the hotel temporarily. Before leaving, we specifically requested that the receptionist inform and coordinate with the manager so that the issue could hopefully be resolved by the time we returned. I also informed her that we would probably be back at around 6:00 PM. However, when we returned at approximately 8:00 PM, we were disappointed to learn that the receptionist still had not spoken with the manager. Once again, we were told that the manager was extremely busy and was still eating. Despite giving them several hours to address our concern, there was still no clear explanation or resolution. Furthermore, we understood that visitors were allowed until 10:00 PM, so we could not understand why we were initially being denied access to our room. At first, the receptionist still refused to let us go up. It was only when I became visibly upset and insisted that they allow us to enter that they finally agreed. We were told that we could proceed to our room and that they would simply call us once they had received the manager's decision. A few minutes later, the receptionist called and informed us that the manager had finally spoken with her and confirmed that our child was actually FREE OF CHARGE. Can you imagine that? After all the waiting, frustration, and inconvenience, it turned out that our child was free of charge all along! Apparently, the receptionist was not even familiar with the hotel's own policy regarding children. We were made to wait for hours over something that could have been easily clarified from the beginning. What made the experience even worse was the receptionist's unprofessional and unpleasant way of communicating with us as customers. The entire incident caused us approximately 5.5 hours of unnecessary stress, frustration, and inconvenience during what was supposed to be a relaxing family stay. As loyal returning guests, we were extremely disappointed with how this situation was handled. We understand that hotels have policies, but these should be clearly communicated and consistently implemented. More importantly, guests deserve proper assistance, timely decisions, and respectful treatment. To be clear, we were never refusing to pay any legitimate additional charge. We were simply asking for clarification and fair treatment. It was very disappointing that instead of providing a quick explanation or allowing us to speak with management, we were made to wait for hours over an issue that could have been resolved with a simple confirmation. This experience

Maganda ang place, pero sana inaayos and chinicheck nila lahat ng appliances kasi ang mini fridge lang nagamit namin, ang TV hindi gumagana remote ng tv box sira ang battery, pero so far payapa ang room and place.

Assigned to the 4th floor despite the hotel having no elevator; A non-functioning telephone in the original room; Having to go down to reception personally to report the telephone problem; Being transferred to another room that had an air-conditioning problem; Waiting approximately 30 minutes for the replacement room to cool down;and Ultimately discovering that the room we were originally given was a Queen Room instead of the King Room that I paid for. This was not the experience I expected after booking through Agoda. I relied on Agoda's listing and booking confirmation when I selected and paid for the King Room. I would therefore like Agoda to investigate this matter with Leez Inn Malate and explain why I was given a Queen Room without being informed or asked for my consent. I am requesting an appropriate refund or compensation, particularly the difference between the King Room that I booked and paid for and the Queen Room that was actually provided to us, as well as consideration for the inconvenience caused by the multiple room problems.