Hotel Kimberly Manila

nice

Very comfortable stay. Room even had Netflix access.

Nice

Our experience at Hotel Kimberly Manila was disappointing, and I would not recommend this hotel to anyone expecting a comfortable stay and professional hospitality. First, the advertising of the swimming pool is misleading. The hotel's website features a swimming pool, which naturally gives guests the impression that it is part of the hotel's regular amenities. However, upon arrival, we were informed that pool access is only available to guests staying in the Annex Loft rooms located in a condominium building across the street. This important limitation was not made sufficiently clear to us before booking. While we appreciate that the hotel eventually allowed us to use the pool, guests should not have to discover these restrictions only upon arrival. Amenities located in a separate building and available only to specific room categories should be clearly disclosed before customers make a reservation. This raises a legitimate consumer protection concern under Republic Act No. 7394, or the Consumer Act of the Philippines, particularly Articles 108 and 110, which address misleading advertisements and the failure to disclose material facts that could influence a consumer's purchasing decision. I believe the hotel should review how it presents its amenities to ensure guests receive accurate and transparent information before booking. Second, the front desk service was far from professional. Several staff members appeared grumpy and unwelcoming, which is unacceptable in a hospitality establishment. What made the experience even more disappointing was seeing front desk staff eating at the reception area, where guests expect a professional and welcoming check-in experience. First impressions matter, and the reception should reflect the hotel's standards of service and professionalism. To be fair, the concierge was the exception. The concierge was professional, welcoming, and helpful, and I genuinely appreciate the assistance provided. Unfortunately, that level of service was not consistently reflected by the front desk team. Third, the air-conditioning in our room was inadequate. Despite being switched on, it did not cool the room properly, making it difficult to feel comfortable and relax during our stay. A functioning and effective air-conditioning system is a basic expectation, particularly in Manila's hot and humid climate. Overall, the misleading presentation of amenities, disappointing front desk attitude, and ineffective air-conditioning significantly affected our experience. Although we appreciate being permitted to use the swimming pool and commend the concierge for the good service, these positives do not erase the other shortcomings. I hope Hotel Kimberly Manila takes this feedback seriously, improves the professionalism of its front desk personnel, checks its room air-conditioning systems, and provides clearer disclosures about which amenities are included with each room type. Guests deserve transparency, comfort, and courteous service not unexpected restrictions and avoidable disappointments.