Ascott Makati

Bad customer service, clueless how to handle lost

Location

Ascott could not locate my reservation even when given my confirmation number and booking agents number. Front desk did not know what to do, they wanted to charge me double my original paid reservation and credit my paid reservation when it came through.....WHAAAAAT! Very late and tired, no one offered to make it right, front desk seem to have attitude. I finally called Kayak and had them locate original reservation which was faxed to front desk. Front desk calls me to tell me they have fixed it and I clearly told them... I FIXED IT BY CALLING KAYAK...which is something they should've done in the first place!!!!!

We stayed here only because we missed our flight and the Holiday Inn was full. We wanted to stay near the popular shopping areas (Glorietta and Greenbelt). The location was excellent and they upgraded our room so we had a washer/dryer, kitchen and separate bedroom. This was perfect because we desperately needed to do laundry and didn't want to spend extra money on laundry service. It was also nice that we could cook our own meals and didn't have to spend a ton eating out and the Landmark grocery store was only a short walk away.

We will probably not stay here again because they allow smoking in the rooms so once we made it home, all of our clothes that we just washed smelled like cigarette smoke. The worse part was the little ants that crawled around the whole room even the dining room table. We noticed it the second day there and had all of our luggage on the floor so we were paranoid that ants got into our luggage. We even found some crawling in bed with us. We were very ready to leave.

The service and security level provided by the Ascott's was excellent and to 5 stars international standards. Honesty and responsiveness of front desk personnel is commendable.

Bathroom furnishing needs to be enhanced in order to improve averall staying experince.