Manila Marriott Hotel at Newport World Resorts

Accommodating staffs and nice room

The first room where we stayed in stinks of old smell that made me lose a good night sleep. I even woke up to the same smell the next day and asked them to do something about it. We were transferred to a new room but the linen was soiled and the wall of the bathroom was very dirty. At that point I got tired of complaining. They offered a fruit platter as a compensation but I didn't feel the need for it as I was already very disappointed.

Ok

The staff at the restaurants were very hospitable and courteous at all times, including the security personnel and valet service. I consider almost all of them customer-centric, except for one particular incident involving Mr. Wong and Ms. Arabe. The incident happened during our second night at the hotel. At that time, I was at the buffet dining area with some friends, while my husband and our 12-year-old daughter attempted to enter our room. Unfortunately, the key card was no longer working. They had several shopping bags and personal belongings with them, yet they were denied assistance for a key replacement even after my husband had already presented his valid ID. Apparently, the guest list had not been properly updated during check-in since we arrived late that evening, and the front desk also did not ask me to list down additional occupants. While I understand the importance of security protocols, I believe the situation could have been handled in a much more professional, respectful, and customer-oriented manner. First, if there were doubts regarding the identity of the person requesting assistance, a simple phone call to me, the registered guest, could have immediately clarified the matter and peacefully resolved the issue. Second, both Mr. *** and Ms. *** should have approached the situation with more warmth, empathy, and professionalism. Instead, the interaction felt cold and accusatory, which caused unnecessary embarrassment and discomfort to my husband and child. My husband felt deeply offended by the way he was treated, as though he were a questionable guest rather than a paying customer of a five-star hotel. Mr. ***, I learned that you were the manager on duty at that time. As someone representing Marriott, you should understand that guests in a five-star hotel expect not only good facilities but also high standards of hospitality, professionalism, and proper conflict de-escalation. Employees in the hospitality industry should reflect the same level of quality and excellence associated with the Marriott brand. In fact, I was the one who eventually de-escalated the situation, and I clearly remember telling you, “Your customers have expectations.” Sadly, I felt that the expectation had not been met that evening. A guest may appear simple, wearing only a shirt, pants, and a cap, but appearances should never define how someone is treated. Some people may look modest yet possess significant status, influence, or financial capability. Not everyone who dresses simply lacks wealth or success, and no guest should ever feel judged based on appearance alone. I also mentioned to you that our standard for hotels is Shangri-La, and this was actually our first time checking into your hotel only because of the venue proximity to the contest my daughter was participating in. Unfortunately, based on this experience, it will also be our last. Thank you as well, Mr. ***, for ultimately not overcharging us, even though there seemed to be doubts regarding my daughter’s age. Yes, she is 12 years old, and as I mentioned, if hotel policy required us to pay for her breakfast, I was more than willing to comply. If necessary, I can gladly provide a copy of her birth certificate for verification. Despite this unfortunate experience, I would still like to commend the restaurant staff, security personnel, and valet team for consistently being warm, courteous, and customer-focused throughout our stay. I sincerely believe there is much that management can learn from the way these employees interact with guests on a daily basis. Please understand that I intend this message as constructive feedback. I genuinely hope that the Marriott owners and administration will take this matter seriously. For a five-star hotel, having staff members who do not know how to properly de-escalate or professionally manage sensitive situations without offending guests is concerning. Hospitality is not only about luxury facilities and appearances; it is also