The Peninsula Manila

We recently stayed at The Peninsula Manila and had a wonderful experience overall. The hotel has a grand and elegant feel from the moment you walk into the lobby, and I especially loved the pianist playing in the background, which added a sophisticated touch to the atmosphere. Our suite was spacious, comfortable, and well located in a quiet corner away from the lifts and foot traffic, making it a peaceful retreat after a busy day. One thing I always look for when staying in hotels is good blackout curtains, and The Peninsula definitely delivered. They were excellent and helped ensure a great night's sleep. I also appreciated the complimentary bottled water, which tasted great, and the thoughtful sweet treats waiting for us in the room upon arrival. The buffet breakfast was another highlight. The food selection was outstanding, with a wide variety of choices and everything we tried was delicious. The only drawback was that during peak breakfast hours, seating can be a challenge, as there don't seem to be enough tables to accommodate all guests comfortably. If you booked a Suite you have the option to have breakfast at The Lounge but if you have children, they are not allowed so we had no choice but to go to the main dining for our breakfast. We enjoyed the lounge during evening cocktails; great selection as well and plenty of space. Most of the staff were fantastic. The concierge team, doormen, and hotel staff in general were friendly, professional, and always willing to assist. However, there was one interaction that stood out for the wrong reasons. A staff member, I do not want to name publicly here, who was on duty around 10:50 AM of 26Aug, and appeared to be part of either the concierge or front office team, did not come across as particularly warm or enthusiastic when responding to my query. His demeanor felt somewhat dismissive, and it showed in both his tone and facial expressions. This was surprising given the otherwise excellent service we received throughout the hotel. Despite this isolated experience, the overall service, beautiful facilities, excellent breakfast, and thoughtful touches made for a very enjoyable stay. The Peninsula Manila remains one of the finest hotels in the city, and we would gladly return on our next visit.

The Peninsula Manila is already an iconic hotel, but what truly sets it apart isn’t simply the beautiful surroundings, impeccable standards, or attention to detail, it’s the people. I spend a lot of time travelling and staying in hotels, and there are certain places where the service goes beyond simply being “excellent.” The Peninsula Manila is one of those places. It genuinely feels like the team notices you, remembers you, and cares about how your day is going. I particularly want to recognise Winnie, Jimmy, Don and Teresa, who are ALWAYS of highlights of my stays here. My mornings aren’t always my finest hour! There are days when I arrive absolutely exhausted, barely functioning and probably not particularly conversational. Yet somehow, Winnie, Jimmy, Don and Teresa always manage to make those mornings better. They’re always smiling, incredibly warm, attentive and genuinely accommodating. What impresses me most is that I rarely even need to ask for anything. They remember the little things, anticipate what I might need and somehow seem to know when to check in and when to simply let me wake up at my own pace. And that’s the difference between service and genuine hospitality. Nothing ever feels forced or transactional. They don’t do things because they have to, you genuinely get the impression that they want you to have a great morning and a great stay. On more than one occasion, they’ve gone out of their way to accommodate me when I hadn’t even asked them to. That level of care is incredibly rare. There are plenty of beautiful five star hotels around Manila. You can recreate luxurious rooms, grand lobbies and incredible restaurants. What you can’t easily replicate is a culture where people make guests feel genuinely welcome and remembered. That’s what Winnie, Jimmy, Don and Teresa represent. They turn mornings from simply being part of my hotel stay into something I genuinely look forward to each morning. Even when I’m exhausted, I know I’m going to walk in and be greeted by familiar smiling faces who somehow manage to make the start of the day that little bit easier. The Peninsula Manila feels less like somewhere I’m staying and more like somewhere I’m being welcomed back to. To the management of The Peninsula Manila: you have some truly exceptional people representing your hotel. Please make sure Winnie, Jimmy, Don and Teresa receive the recognition they deserve. Employees like these are the reason guests don’t just leave five star reviews, they come back. And I certainly will. If you’re considering staying in Manila and wondering whether The Peninsula is worth it, my answer is very simple, absolutely. Come for the legendary Peninsula experience, but don’t be surprised if it’s the people who become the reason you return.

This review is not about the 5-star character of the hotel but rather the back of house finance processes, in particular an error made by the Peninsula Manila in charging me a room of which charge was previously voided. It is taking 2 and a half months of empty promises for a refund--and I am still hoping to be refunded. It makes the customer feel that the Peninsula is only interested with getting the customer's money and dismissing customer's concern. The empty promises is what gets me. Beware of the charges made by the Peninsula Manila--an indication of a decaying service culture.

Rooms are noisy as the doors let a lot of sound in. You can hear hotel staff shouting into walkie talkies in the corridor at all hours, as well as other guests talking as they walk past. Breakfast buffet is average, with a lot of staff but surprisingly poor service. The front desk was incompetent. Despite giving them our flight number and a specific pick-up time 3.5 hours before departure, they arranged the car for the time our flight was actually taking off. The rooms are dated and badly need renovation, and the staff need better training. This hotel is doing a big disservice to the Peninsula brand. I’d recommend the Shangri-La across the street instead.

There’s nothing like the Manila Pen. Stunning reception area, the best breakfast in the Philippines, and extremely friendly staff. Beautiful pool area and nice gym. 5 star hotel the “old fashioned” way. We always come back to the Pen!